New subs

[mrkwmsn]

How do I contact a person at ARLO? Arlo sent me an e-mail to renew my service with upgrade and an option to pay upfront. I clicked the link paid upfront but my existing service was cancelled and there was no renewal. I contacted support, requested a call back but never received a call. I don't want to do the same thing over again so is there a way to speak to someone? I've got 4 ARLO pros.  Thanks. 

[BrookeN]

If you see this behavior please dm me with a good contact number as well as a good time to reach out to you. And I will reach out to support to contact you. You send a dm by clicking on the envelope icon on the top right of the forum page.

[TCOWY]

I am trying to reach a live person at Arlo.  There is no phone number anywhere on the web site.  I tried using chat and get an automated answer telling me I am not allowed to speak with a live person.  It also tells me I cannot email Arlo. If I click on the 'call live person, the link does nothing. The reason for my inquiry is that I received an email subscription update notice, but when I try to follow it through, the information does not match the email.  I am so frustrated at this point that there is no live person to whom I can either email or call that I am ready to just cancel my subscription for good.  Does anyone have a telephone number for customer service -- assuming such a concept exists at Arlo?

[jguerdat]

Access to official support is done via the phone app. Click on Settings, Support (as you've done on the web client) to get the phone number. You do need a subscription to be able to actually get support.

[TCOWY]

Please stop telling me I need a subscription.  I have had one (and still have one) for five years or so.  But at this point I am ready to cancel it.  Arlo is not the only camera company on earth.

[TCOWY]

... and there is no phone number on the app support screen. All there is, is yet another set of entries to make to request help.  If you really have a telephone number, kindly send it to me.  

[jguerdat]

I/we don't know whether you have a subscription since this is a user-to-user forum and I don't work for Arlo. If you want official support, message one of the mods here ( @JamesC , @ShayneS , @BrookeN ) or follow my directions.

[TCOWY]

I followed your directions and there is no phone number to call on the app.  If you or anyone cares about keeping a customer, and if you are not associated with the company, no doubt you can forward this string to someone at Arlo.  I'll wait the rest of this day to be contacted by someone with whom I can speak.  if not, then I'll just cancel my subscription.  I've used and liked the cameras and the product for years, but if Arlo refuses to speak with their customers, they will have one less customer in a few hours.  I guess business is good enough that they do not care.  

[jguerdat]

Use Contact Support and follow the instructions there or select your camera to do the same thing. I believe phone support is something like 7AM-7PM PST so that may what you're running  into.

[rrnash]

I received an email saying the secure plan had increased in price this year and a promotion was offered to me to keep the price the same for the next year. I went through approving the promotion and the website said it timed out. I have now been charged the amount that the promotion said it was going to charge and my Arlo account says I have no plan. 

[GinaMar]

I received an email saying that I could keep the account at a lower price and keep the 2 camera bases recording to the library. I followed the link and never received a confirmation. Now I’m charged the annual price with one camera hung out to dry. No customer service numbers and I feel screwed. I want to cancel but that might get screwed up too. Anyone else receive an email? 

[rrnash]

I forgot to mention one important detail: since my Arlo account says I don’t have a plan now, it won’t let me speak to live agents meaning I don’t have any way to contact Arlo except through this thread. Does anyone know how I might contact someone at Arlo that could help me?

[StephenB]

---

@rrnash wrote:

I forgot to mention one important detail: since my Arlo account says I don’t have a plan now, it won’t let me speak to live agents meaning I don’t have any way to contact Arlo except through this thread. Does anyone know how I might contact someone at Arlo that could help me?

---

I'm tagging the Arlo mods - @BrookeN , @JamesC , @ShayneS .

They can create a support request on your behalf.

[BrookeN]

@rrnash can you please dm me a good call back number as well as a good time to reach out. You send a dm by clicking on the envelope icon on the top right of the forum page.

[BrookeN]

@TCOWY what can I help you with? I can reach out to support for you, I would just need to know more information on what you are needing assistance with. Also, if you can please dm me with a good call back number as well as a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.

[StephenB]

---

@jguerdat wrote:

I believe phone support is something like 7AM-7PM PST so that may what you're running  into.

---

6 am to 6 pm US Pacific Standard Time.

[BrookeN]

Hi, Can you please dm me with a good phone number as well as a good time to have support call you? You send a dm by clicking on the envelope icon on the top right of the forum page.

[BrookeN]

Thank you for providing that information. I have reached out to support with the information you provided, they will reach out soon. 

[BrookeN]

Thank you for providing that information. I have reached out to support, they will be reaching out to you as soon as possible. 

[BrookeN]

I would be more than happy to help you. Can you please provide me a good callback number as well as a good time to reach out to you. You can send this via dm. You send a dm by clicking on the envelope icon on the top right of the forum page.

[BettyK]

I received the email about renewing with the same rate if paid annually.....I did it..but when at the payment screen, I received an error message and it said to try again later.  However, I noticed the next day that I was not getting any recordings since I did that.  I tried to use the chat option in my app and got nowhere except frustrated....the app says that I don't have a plan....and they won't let me talk to anyone since I don't have a plan.   However, I paid on 12/28/24 $12.99 for my original monthly service and then today, I thought I should check my credit card statement to make sure the annual charge didn't go through....BUT IT DID....and I still don't have any recordings.  Ironically, the same day that the annual charge hit my credit card statement...someone stole one of my cameras....but I can't see the recordings because according to ARLO, I don't have a plan....ugh....very frustrating!  PLEASE HELP ME!

[TCOWY]

Dear Brook,

Thank you very much for your message.  I was starting to believe no real people existed at Arlo.  I tried to use the envelope icon to send you a private message with my phone number, but even that is giving me trouble.  When I type BrookN for your username in the box required, you do not appear and it will not let me insert a name that is not in its database I guess.  For background I have three Pro cameras and a subscription for recording two of them.  I received a notice that the system was going to be updated and the process did not match what the notice email said.  I would like to speak with someone about the options and if possible get it sorted out -- it is not possible to do that through the website -- at least not possible to do what the email notice represented.  Thank you.  

[BrookeN]

@TCOWY I sent you a private message and respond to that with a good contact number that would be great. 

[StephenB]

---

@TCOWY wrote:

When I type BrookN for your username in the box required, you do not appear

---

BrookeN.

Note the "e".

[BrookeN]

@TCOWY I did receive the information and have reached out to support. They will get a hold of you as soon as possible. 

[BrookeN]

If you see this behavior please dm me with a good contact number as well as a good time to reach out to you. And I will reach out to support to contact you. You send a dm by clicking on the envelope icon on the top right of the forum page.