Arlo|Smart Home Security|Wireless HD Security Cameras

Unable to activate Ultra 1yr free subscription

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CASE: 41417562

I created an account, added my Ultra base station and 3 cameras. Go to subscription and it tells me I have none and need to sign up to a paid plan. Why?

I can't figure out how to get the 1yr free subscription.

Please help.
Model: VMS5340 | Arlo Ultra 3 Camera Kit

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Turns out that my Arlo account was associated with the country USA, and I bought and was setting up the Arlo Ultra in Australia.

No idea how my account, which I created when I bought the Ultra this past weekend, got associated with the USA.

Either way, all fixed now, I abandoned the old account and created a new one that was checked (by Customer Support) to be associated with Australia.

Just so you are aware, I had to reach out to support through live chat to get this sorted out, no one ever contacted me. Not that great if you ask me - poor support via emails.

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Community Manager
Community Manager

quadric,


It appears an agent has updated your support ticket regarding this issue. Please refer to your open support ticket for more information.

 

JamesC

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Thanks, but I tried all of this over the weekend and it did not change anything.

 

I still have no active subscription.

Model: VMB5000 | Arlo Ultra SmartHub
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Community Manager
Community Manager

quadric,

 

I have escalated and requested an update on your open support ticket. An agent will reach out to you with more information shortly.

 

JamesC

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Okay, when will that be exactly. It's been 6days since I raised this issue and I still have not heard anything from support since the initial response (which did not work) 5 days ago.

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Tutor
Tutor

Turns out that my Arlo account was associated with the country USA, and I bought and was setting up the Arlo Ultra in Australia.

No idea how my account, which I created when I bought the Ultra this past weekend, got associated with the USA.

Either way, all fixed now, I abandoned the old account and created a new one that was checked (by Customer Support) to be associated with Australia.

Just so you are aware, I had to reach out to support through live chat to get this sorted out, no one ever contacted me. Not that great if you ask me - poor support via emails.

View solution in original post

Discussion stats
  • 5 Replies
  • 281 Views
  • 1 Like
  • 2 In Conversation