Can not view videos, cameras, or smarthub despite having full permission and receiving video alerts

[sandraqtcai]

My dad made an account and I invited him and gave him full permission but he is not able to view any cameras or the smarthub despite getting push notifications about recordings. I tried deleting his account and making another account with the same email but nothing is working. I deleted his invitation and re-invited him as well but this still does not work. It says that my dad's account is not connected to anyone and that he does not have any kind of subscription (we pay for a multi-camera subscription).

Customer service chat is not helpful at all (keeps referring to a subscription or video camera disconnection articles) and also refused to provide an actual number for me to call. Similar discussions have been 'solved' but provide no actual solution, just a post by arlo stating the discussion has been solved which is again, extremely unhelpful. I was unable to find any kind of support whatsoever on the arlo app or the website/arlo community on mobile and was forced to pull up the arlo community site on the PC which is very inconvenient as it seems like the only way to receive any actual support would be through the PC.

[jguerdat]

Are you both using the same user interface? The  current apps support 2 different user interfaces (UI). The old one that's being phased out uses Library to view videos while the new one uses Feed. They are indeed quite different but in order to share cameras you may need to migrate your account to use the new UI. To do so, use Add Device and choose either the Pro 5 or security system although you have neither. The first step is to migrate your account after which you can just back out of the bogus install. You can't revert back to the old UI and eventually you'd be migrated anyways. Take the time to look through the whole UI to see where things are and how they work. Note that custom modes don't migrate over and you can't create new ones so you have to use the 3 default modes to do what you need.

Once you've migrated and he has successfully accepted the invitation (does the invite still show pending on your end? If so, he should try accepting the invite using a computer which somehow works better), he will need to click on Home near the top of the app. Each user gets their own Home so he needs to select yours which will be the one on the bottom. I suggest renaming Home so it's obvious which one to choose.

[sandraqtcai]

Hi jguerdat,

I tried migrating his account by 'adding' a new device but it is just taking me through the steps of adding a new device (scanning QR code) but not migrating his account. The invite on my side shows that he has accepted and is getting the notifications every time the cameras go off, but his UI is old, and can't actually watch the videos. My 'Home' does not appear on his app either.

[jguerdat]

Not all regions of the world may yet have access to the new UI and cameras/security system. Where does he reside?

[sandraqtcai]

Hi jguerdat,

We have the same address and when he typed in his address for ‘Home’ , it said there are no devices at his location. 

[jguerdat]

When you attempted the migration, did you select either the Pro 5 or security system specifically? Other models will not force the migration.

[sandraqtcai]

Hi jguerdat,

Yes I attempted to do the Pro series 5 as well as the Home Security System and both did not work, just tried walking me through the steps of adding them.  

[jguerdat]

And you were doing this with his account, not yours, right?

[sandraqtcai]

Hi Jguerdat,

Yes correct, I was doing it on his phone with his Arlo account. 

[jguerdat]

You can use Settings, Support Center to select your camera model and get methods to contact official support to see what they have to say. This requires a subscription. I'm out of suggestions.

[sandraqtcai]

Hi jguerdat,

Thank you for your help.