Death of a Subscriber

[NancyBP2]

Hello, 

My son, who was the account holder for his Arlo wire-free video doorbell, recently passed away. I am trying to cancel his subscription without any success through Arlo's "Live" online chat. I do not have access to his cell phone for the Arlo app or his email without his passwords, which we were unable to get prior to his death. The subscription is still being charged monthly to a credit card account we shared.

Also, when we sell his condominium, can the Arlo doorbell be accessed by the new owner, if they get a new Arlo subscription?

Does anyone know how to contact a real live person that can help me, or is there another successful way to approach this problem? I already made the mistake of calling one of the Arlo "support numbers" found on the Internet, which is not a support number for Arlo.

Thank you,

NancyBP2

[StephenB]

I'm tagging the mods ( @JamesC and @ShayneS ), to make sure they see this.  This is a user-to-user forum, and I don't work for Arlo.

If they can't connect you with phone support quickly enough, then one practical option is to cancel the credit card.

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@NancyBP2 wrote:

Also, when we sell his condominium, can the Arlo doorbell be accessed by the new owner, if they get a new Arlo subscription?

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Generally the cameras (including the doorbell) need to be removed from the old account before they can be re-onboarded.  Not 100% sure that applies to every Arlo camera/doorbell, but that is the case with most of them.  

If/when you reach Arlo support, it'd be good to have them remove your son's account in addition to cancelling the subscription for you.