I would like to report the death of an Arlo customer

[MSchmidt180166]

I would like to report the death of an Arlo customer but there doesn't seem to be a way to do it on the website

[jguerdat]

@JamesC , @ShayneS , @BrookeN  likely can help get this started.

[MSchmidt180166]

OK, thanks, what do I need to do?

[BrookeN]

First and foremost I would like to extend my condolences for your loss. I just need a little more information from you. Are you trying to shut the account down? Or are you trying to get into the account?

[MSchmidt180166]

The account belongs to John Carter who sadly passed away. He had given me access to his account. It is paid for on a monthly subscription, however his bank accounts have now been frozen so the payment will not be made. I would like to keep the account running as it gives security to the house which is currently unoccupied, is this possible? Probate has been requested, when we have this all outstanding bills can be paid. Many thanks.

[StephenB]

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@MSchmidt180166 wrote:

He had given me access to his account. It is paid for on a monthly subscription, however his bank accounts have now been frozen so the payment will not be made. I would like to keep the account running as it gives security to the house which is currently unoccupied, is this possible? Probate has been requested, when we have this all outstanding bills can be paid. Many thanks.

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If you also have access to his email, then you can change the username on the account, and also change the payment method.  Changing the username to your own email would make it easier for you to go through the two factor authentication.

Details depend on whether you are seeing "Library" in the app menu, or whether you are seeing "Feed" and "Dashboard" instead.

[MSchmidt180166]

I can see "Library" at the moment.

[StephenB]

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@MSchmidt180166 wrote:

I can see "Library" at the moment.

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thx. 

There are instructions for changing the email address here:

• https://kb.arlo.com/4118/How-do-I-change-my-Arlo-email-address

Follow the second set of instructions of course.  Be careful to enter the email address correctly, as only support can change it if you make a mistake.  And it can be hard to reach them if you can't log in, since support normally is gotten through the app.

The payment method should be changed on a PC (browsing to my.arlo.com).  You cannot change it from the iPhone app (though I think you could using Android).

If you don't see subscriptions listed under Settings, then try this guide:

• https://kb.arlo.com/000062542/How-do-I-change-the-payment-method-for-my-Arlo-account

For "Library", go into settings->subscription.  There's an edit control to the right of "Payment information"