Arlo - Subscription Cancellation - Shady Practices

[C_L_]

Though I feel Arlo has acted shady, I will begin by confirming I signed up for their plan.  A couple years later, I don’t recall the terms & conditions and forgot all about the subscription, until a prompt on the app to update my credit card info raised my suspicions.  Didn’t see any sign of an active subscription on the app.  A subsequent credit card prompt on the app had me look for help online.  It was then I went to the MyArlo Dashboard (only available online/via the Web) and found an active plan.  I immediately cancelled it, but the confirmation showed the cancellation only applies to FUTURE renewals.

I immediately created a ticket (ironically you can only do this thru the APP and not on their dashboard/website) and requested a call.  When I spoke with customer service, I was told the renewal took place 10 business days earlier and therefore am committed to paying for another annual plan with NO OTHER OPTION to cancel immediately or to escalate my ticket.

I find Arlo’s subscription and customer support practices to be shady in that:

a) there were zero email reminders regarding the plan’s upcoming renewal/option to cancel

b) the app (which Arlo encourages users to use for most things), also does NOT provide this notification or option to cancel (again, can only cancel via the online dashboard),

c) cancelling an active plan is not simple or intuitive.

These practices would put a financial institution in hot water with the CFPB and FTC regarding UDAP (Unfair or Deceptive Acts or Practices).  I think Arlo should revise their practices to - at a minimum - better conform to the FTC’s Click to Cancel rule.  Otherwise, it seems designed to just milk consumers versus providing a true service.

Obviously, I feel ripped off, angry at the poor customer service experience and will NOT recommend Arlo to anyone.

[Edinburgh_lad1]

That and users not being able to cancel plans, or thinking that they've cancelled but not. I'm surprised there isn't a legal action against this company yet.

[BrookeN]

@C_L_ I would be more than happy to look into this further. Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[BrookeN]

I have contacted support, they will be reaching out to you as soon as possible. 

[C_L_ · Accepted solution]

Thanks to BrookeN & Karen (one of Arlo’s Customer Care Advocates), Arlo cancelled my subscription today, effective immediately.

I still believe Arlo could improve the customer experience and avoid the perception of subscription plans being more of a money grab by simply providing timely reminder emails (with opt-in renewal or easy opt-out instructions) well before the renewal.

Arlo’s subscription plans provide valuable features and services, but how the renewals are handled (and customer calls like mine) need improvement.

[StephenB]

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@C_L_ wrote:

I still believe Arlo could improve the customer experience and avoid the perception of subscription plans being more of a money grab by simply providing timely reminder emails (with opt-in renewal or easy opt-out instructions) well before the renewal.

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I agree that would be good for people paying annually.  It would also remind people to check their payment method.

I don't think monthly emails would be helpful.

[Retired_Member]

I cannot get my account cancelled. I bought cameras from hsn and returned them. I do not think i signed up for any plans other than the free 4 month trial. I got an email saying plan is expiring on 7/72025. I do not have a plan and no products. I want my account cancelled now….  Thx chris 

help….

[Retired_Member]

My phone number is  I want my account cancelled asap.

[BrookeN]

I appreciate you providing that information. Please be careful posting any personal information on a public forum, there is a lot of people that would use that to their advantage. I reached out to support, they will be reaching out to you as soon as possible. 

[Retired_Member]

How do I delete my account.  I an not going to use any of these service and don't want an open account with login and password.

[BrookeN]

Your Arlo account or do you have a subscription that you need to cancel?

Arlo Account https://kb.arlo.com/000062615/How-do-I-close-or-delete-my-Arlo-account

Subscription https://kb.arlo.com/000063052/How-do-I-change-or-cancel-my-Arlo-subscription-plan

[StephenB]

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@Retired_Member wrote:

How do I delete my account.  I an not going to use any of these service and don't want an open account with login and password.

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https://kb.arlo.com/000062615/How-do-I-close-or-delete-my-Arlo-account

[jlemlek]

 I have tried to cancel my subscription. I have returned Arlo Pro a year ago  I have called both phone numbers to Arlo and no reponse and mailbox is full

according to my profile I don't have a subscription  yet I am still being charged  to American Express. When I contested the bill with American Express I lost the dispute as Arlo says I have a plan yet I longer own the camera"s. at best this is deceptive and at worse this fraudulent. I never received an email requesting a renewal and I was told at Best Buy that my subscription with Arlo would be cancelled with return of Arlo Pro.

[jlemlek]

trying to cancel my subscription as I no longer own Arlo pro Arlo won't let me cancel

the camera was faulty returned to Best Buy over 1 year ago

[BrookeN]

@jlemlek Please be careful putting personal information on a public forum, there is a lot of scammers out in the world. I have reached out to support to contact you regarding the subscription. They will be getting a hold of you as soon as possible. 

[BluePandaMF]

I’ve been using Arlo since 2022 at least, we use the base station with an USB for storage. Had no idea they pushed me into a subscription plan in August 2024. I never knew anything about the plan or utilized any of the features. After finding out we were subscribed I tried looking into it from the app which is the only way I ever used Arlo and you can’t even access subscriptions plans from the app. Loses my trust with Arlo, I’m going to be looking into a new camera system.

[StephenB]

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@BluePandaMF wrote:

you can’t even access subscriptions plans from the app. 

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That is because Apple takes 30% of the subscription plan payment when you purchase it from the app.  Google also takes a big cut on Android phones.  You can see the plans using my.arlo.com on the phone or on a PC.  (IMO a PC is easier).

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@BluePandaMF wrote:

I’ve been using Arlo since 2022 at least, we use the base station with an USB for storage.

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What model cameras and what base station model do you have?

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@BluePandaMF wrote:

Had no idea they pushed me into a subscription plan in August 2024. 

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Are you saying you've been charged for a subscription for the past year?