What is the $19.18 monthly fee for if I have no subscription?

[GregAmber]

I have an Arlo video doorbell. I just noticed a $19.18 fee paid to Arlo, but I am not entirely certain what it's for? I've tried contacting Arlo to confirm, but they don't show that I have any subscriptions, and apparently I'm past the 1-year trial for support without a subscription. I pay through PayPal, so I can't dispute the transaction; they just send me to the Arlo website to manage it, which again shows I don't have one. I'm running in circles! How can I find out what this is for???

[BrookeN]

I have reached out to support in regards to the concerns you shared. They will reach out to you as soon as possible. 

[Z-RO00]

Did you ever get an answer for this?? I’m trying to figure out the same thing right now and wanna cancel that fee. Let me know, please and Thank you.

[GregAmber]

Yes, they reached out to me and said that I have an old enough product to be grandfathered into having it come with free video storage, and yet I was paying for video storage for no reason, which, frankly, is why I bought this brand compared to others like Ring that required a subscription. So I cancelled the monthly payments when they contacted me on the phone. 

Then this month, my app tells me I have no stored videos because I have no subscription. I’m at a loss. I feel lied to and that I’ve gotten the run around too much with Arlo. And contacting support is too difficult. I regret ever purchasing their products. 

[Z-RO00]

My apologies if I didn’t catch it, but what was the reason for the $19.18 charge?? Was it because of the equipment you had?? Were you able to cancel the $19.18 charges??

[StephenB]

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@GregAmber wrote:

Yes, they reached out to me and said that I have an old enough product to be grandfathered into having it come with free video storage,

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None of the video doorbells have free cloud storage.  All of them (like all currently sold cameras) require a subscription to get any cloud stoage.

What other cameras do you own (and how many) ?  Note the free cloud storage sold with the legacy cameras has always been limited to 5 or fewer unsubscribed cameras in the account.  Did adding the doorbell take you over that limit?

[GregAmber]

We have 3 other cameras, so we’re under the 5 limit. 

[StephenB]

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@GregAmber wrote:

We have 3 other cameras, so we’re under the 5 limit. 

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Just to clarify what you said before  - 

1. Are you seeing any recordings in the feed for the three other cameras? 
2. Also, please let us know what the model numbers are.  

If the cameras open, you can see the label inside by opening the housing and removing the battery.

You can alternatively go into the support area of the app, select the camera, and then scroll down to the product ID field.  If you just see Hxx, you are looking in the wrong place.

[GregAmber]

The other 3 cameras are currently not in use. (Husband has been too busy to set them up the past 3 years we’ve owned them.) so technically, I guess all we have is the doorbell, which to my understanding came with recordings, but now it does not show me anything, instead requiring me to purchase a monthly subscription. Can you help with this?

[StephenB]

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@GregAmber wrote:

The other 3 cameras are currently not in use. (Husband has been too busy to set them up the past 3 years we’ve owned them.) so technically, I guess all we have is the doorbell, which to my understanding came with recordings, but now it does not show me anything, instead requiring me to purchase a monthly subscription. Can you help with this?

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As I said earlier, the video doorbell (like all currently sold Arlo cameras) require a subscription to get cloud recording.