New App Upgrade Lost All Devices

[funsizealli]

Hello, 

I received a camera alert from Arlo with activity from my front yard camera. I go to view and the new app appears when the app is opened. No devices are shown. Yet I had just recieved a camera alert. 

When I go to the customer support request for a call or chat the second menu item will not drop down (for product) therefore I cannot get help. It's stuck. HELP. This is ridiculous. 

I have deleted the app and reloaded it with no change. 

[bartabumww]

This also happened to me!! What is going on Arlo?! All my devices are gone on the website view as well.

[StephenB]

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@funsizealli wrote:

I received a camera alert from Arlo with activity from my front yard camera. I go to view and the new app appears when the app is opened. No devices are shown. Yet I had just recieved a camera alert. 

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It sounds like you might be using a shared account.  If so, both the primary account and the shared account need to be migrated to "Feed" in order for the sharing feature to work.  Also, the shared account will see two locations - by default, both are names "Home", which is confusing.  You can rename one to avoid confusion.  You can select the location from several screens (including Dashboard, Feed, and Devices) by touching the location name in the center of the title at the top.

[Vontasz]

Mine are gone too - totally unacceptable!

[BrookeN]

Are you the primary user on the account or is this a shared account? If it is a shared account, please see StephenB suggestion. 

[Secure-Home]

Hi Arlo Community & Moderators,

This is unacceptable and needs immediate attention.

After Arlo emailed me twice urging me to update the iPhone app, I installed the update. Right after updating, the app removed all of my devices and deleted my “Home.” I can no longer see any cameras or doorbells. This isn’t an inconvenience—it means I currently have no access to my security system.

What I’m seeing

• My “Home” space is gone
• All devices (cameras, doorbells) are missing
• No tiles, no timeline, no notifications from my devices
• Primary account cannot share the Home back to me (invite does not restore devices)

What I have already tried (none of this worked)

1. Logged out / logged back in (multiple times)
2. Had the primary account owner re‑share the Home and devices
3. Deleted and reinstalled the iOS app
4. Verified I’m on the correct Arlo account/email (not a secondary/old account)
5. Toggled cellular/Wi‑Fi, restarted iPhone
6. Checked for any pending firmware or app updates again

Impact

• I paid for a security ecosystem that I cannot access after following Arlo’s own update instructions.
• There appears to be no effective support path: no support email, no real tech support, and the chat bot isn’t resolving anything.
• This is a security risk and a service failure.

Requested action from Arlo

• Immediate restoration of my “Home” and devices on my account.
• Manual account correction on Arlo’s side if the update de‑linked my profile from the primary Home.
• A clear explanation: why did the update remove my Home/devices and how will Arlo prevent this from happening again?
• A direct support channel (real human) to resolve this case today.

[Secure-Home]

 @BrookeN 

I followed Arlo’s instructions to update, and the update broke my access. Please escalate this internally and restore my Home and devices immediately.

Impact

• I am currently paying for a security ecosystem that I cannot access after following Arlo’s own update instructions.
• There appears to be no effective support path: no support email, no real tech support, and the chat bot isn’t resolving anything.
• This is a security risk and a service failure.

Requested action from Arlo

• Immediate restoration of my “Home” and devices on my account.
• Manual account correction on Arlo’s side if the update de‑linked my profile from the primary Home.
• A clear explanation: why did the update remove my Home/devices and how will Arlo prevent this from happening again?
• A direct support channel (real human) to resolve this case today.

[StephenB]

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@Secure-Home wrote:

• Primary account cannot share the Home back to me (invite does not restore devices)

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The symptoms you are seeing suggest that you have the new "Feed" interface in your shared account, but the primary account still has "Library".

If both accounts are the used by close family members, then one option is to simply use the primary account credentials on both phones.

If you want to continue sharing, then the primary account needs to be migrated.  The account owner can do this with the following hack:  Go into "add device" and start to add a Pro 5s camera.  While that will fail because you don't have the camera, the workflow will migrate the account to "Feed" before you get stuck.

After that, you will see two "Home" locations in the same account - one is empty (your cameras), the other has the primary account cameras.  You should rename them to prevent confusion.  You can do this by pressing the profile icon in the upper left of the app screen, you will see both locations set up there.

Once done, you can touch the location in the title bar of various app pages, and switch to the shared location.  That setting is sticky, so you shouldn't need to do that very often.

[bartabumww]

Echoing what StephenB said. I also realized my account was a delegate one. When I logged into the parent/admin account, I was prompted to upgrade, and after that, when I logged back in to my account all the devices had returned, phew! I hope it's as easy a fix for you as well!

But yea, Arlo really should make this more clear to people logging into delegate accounts that have not been upgraded!!

[funsizealli]

Update:

I appreciate all of the guidance in trying to rectify my access to my Arlo cameras and dashboard. 

Upon the primary account updating the app (it was not auto updated nor sent any communication to update) the cameras are now accessible to

view and adjust on both primary and secondary accounts. It did require the primary account to delete the app and download again. Then logging out and re-logging in the secondary account to achieve this. 

I hope this helps anyone else experiencing technical difficulties with the update to the new platform. 

[DV_B]

I have the same issue on 1 phone ( other work), indeed "shared" account. multiple peopel can access the Arlo camera's

What do you mean with :
If so, both the primary account and the shared account need to be migrated to "Feed"

I tried to updte the app on the non-working phone, but no difference - versions are the dsame betwen wrorking an non-working phone

[BrookeN]

Please do as StephenB suggested:

If you want to continue sharing, then the primary account needs to be migrated.  The account owner can do this with the following hack:  Go into "add device" and start to add a Pro 5s camera.  While that will fail because you don't have the camera, the workflow will migrate the account to "Feed" before you get stuck.

After that, you will see two "Home" locations in the same account - one is empty (your cameras), the other has the primary account cameras.  You should rename them to prevent confusion.  You can do this by pressing the profile icon in the upper left of the app screen, you will see both locations set up there.

Once done, you can touch the location in the title bar of various app pages, and switch to the shared location.  That setting is sticky, so you shouldn't need to do that very often.

[Sagem]

How do you migrate to Feed? 

[bartabumww]

You need to login to the admin account, not a delegate account.

[StephenB]

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@Sagem wrote:

How do you migrate to Feed? 

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Read the earlier posts in the discussion thread.

[StephenB]

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@bartabumww wrote:

You need to login to the admin account, not a delegate account.

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Not exactly.  You need to log in to each accounts you need to migrate.  Often that includes the primary account, but not always.

[ConcernedUser2]

Same here,

this update and subscription update has caused my security to be adversely impacted.

Roll it back - I expect better

[jguerdat]

Not gonna be able to roll back since the old UI doesn't support newer hardware.

[tonybmalone]

Same thing happened to us a couple of weeks ago. Just know that once you update to the new app any cameras that came with free 7 days of cloud recording over 5 cameras will stop working. Regardless to if you are a paying customer or not. 

My phone, as the actual account owner, did not update but my wife's did. Arlo advised me to update to the new app to get my wife her access back. Once I updated, we lost the ability to alert emergency services from the app. Once I complained about that, they upgraded me to the new Premium Plan that's over $300/yr. The only catch that I was not informed of is that the new plans can only except 5 EOL (End of Life Cameras). So as a home with 10 cameras, a few became instant paperweights which I feel is incredibly unethical but it is what it is.....

I canceled my annual subscription and moved to another provider....  

[StephenB]

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@tonybmalone wrote:

Same thing happened to us a couple of weeks ago. Just know that once you update to the new app any cameras that came with free 7 days of cloud recording over 5 cameras will stop working. Regardless to if you are a paying customer or not. 

Definitely NOT the case.

Some customers have needed to remove one camera from the account and add it back.  If you use the friend account feature, then all accounts need to be migrated to Feed.

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@tonybmalone wrote:

My phone, as the actual account owner, did not update but my wife's did. Arlo advised me to update to the new app to get my wife her access back. 

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And that worked, correct?

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@tonybmalone wrote:

Once I updated, we lost the ability to alert emergency services from the app. 

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That is a subscription feature, so it is odd that you had it before.

[tonybmalone]

I'm sorry but what you're saying is simply not true and there are a lot of long term Arlo customers complaining about it and making videos online. If you have over 5 EOL cameras the new app will not allow additional EOL cameras to be added back. We had 8 EOL cameras and 4 cameras that fit the new Arlo ecosystem. There is nothing that will allow those 3 EOL cameras to come back on once my plan was changed. Even though the new $300/yr plan states unlimited cameras, it's unlimited cameras that are not EOL. I have removed and attempted to resync to no avail. Even Arlo support offered to give us 3 new Pro 5s cameras because they even can see the system won't let them back on. We declined, unless they offered to switch all of our end of life cameras, to which they declined. I canceled my paid annual subscription and got my refund. And even while waiting on my new cameras from another provider to arrive, 5 of my Pro 2 cameras still work, the other 3 are still paperwieghts... 

[BrookeN]

For the free 7 day storage there is a limit of 5 cameras. With a subscription for the unlimited plan there is not a limit on how many cameras you can use. 

[tonybmalone]

I had paid over $200 as I was on the annual payment plan. Then why couldn't Arlo support solve our issue with our other cameras and only offer us to replace the 3 down cameras with Pro 5s?

[BrookeN]

I would like to look into this further. 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. 

[tonybmalone]

Sent