Base Station VBM4000 App not connecting

[DTomasi67]

I recently had to move and completely change accounts for everything with Arlo.  I cannot get my base station to hook back up to an app even though I created a new account.  All the lights are green but the app will not see the basestation.   I have pushed the reset button and unplugged the power button and the ethernet cable several times and nothing seems to be working.  Any further suggestions would be helpful.

[StephenB]

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@DTomasi67 wrote:

I recently had to move and completely change accounts for everything with Arlo. 

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Did you remove the equipment from the old account?

Did you delete the old account?

[DTomasi67]

Unfortunately, the old account was held by my husband who died, so I am trying to set everything up at my new home by myself.

[jguerdat]

Until the base is removed from the old account, you can't add it to the new account. @JamesC , @ShayneS , @BrookeN can you help?

[BrookeN]

@DTomasi67 first and foremost I want to extend my condolences for the loss of your husband. I would be more than happy to help you get the basestation off the old account. Can you please dm me a good callback number. 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]

@DTomasi67 Are you still needing assistance?

[DTomasi67]

Family emergency occurred. This will have to wait for me.