Secure Plus for Pro4 - Re:Not possible to cancel subscription!?

[AnteValente]

I have a Secure Plus subscription with Arlo that I want to cancel. I tried to do this from the webpage following the guidance to cancel the plan, presented by the chatbot etc. However the process is broken as it simply ends in an empty summary page with no options to proceed. I’ve tried with different browsers and computers - the process is for sure broken at Arlo's end. I'm suspecting this is by intent.

Also it seems impossible to get in contact with any support via mail or phone. So this is my last attempt to get anyone's attention. Please cancel my subscription now!

I have cancelled the PayPal payment agreement (thank god i didn't give you guys my credit card details!) so your next billing will be declined by PayPal.

With this, please cancel my Arlo subscription immediately!

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. 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]

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

[AnteValente]

That didn't work.

I just got this mail from your support:

_________

Hi Anders,

Good day!

This is Russell, one of the Customer Care Advocates here at Arlo.

You have reached the support team for customers outside of Europe. To comply with the GDPR and other relevant Data Privacy regulations, our customer databases are independent of each other. Unfortunately, we are unable to assist you today.

Please refer to the information below to contact the respective support team for your country or region.

...

Norway - click here

-----------------------

Following that link takes me back to the "support site" where there are no support to be offered, other than the email address that will auto-reply that it is the wrong "channel".

This is so extremely stupid - I am shocked that a high-profiled company like Arlo even dares to treat their customers like this. I doubt it's a winning strategy!

[BrookeN]

I have reached back out to Verisure support, they should be contacting you as soon as possible. 

[AnteValente · Accepted solution]

Two days later and still nothing from support.

But Arlo´s billing department has started complaining that my payment was declined (no delays there!), and is asking me to update my payment method. Otherwise my subscription will supposedly be cancelled automatically in 26 days.

Good thing I never gave Arlo my credit card details. Thank you, PayPal!

[Bear_With_Us]

am having similar problems but with trying to "Update" my payment or they will "Cancel my Subscription".  A dead end as it will not update any payment I have tried thru PayPal or either CC I tried adding.  I have contacted the vis talk to reaIl human through chatbot and they always have me on hold to "figure it out" why I can't update and then come back and tell me it is my CC being denied BUT I have called my CC companies and they stated their is no declining on their end for me to make the purchase BUT also seen only one attempt they tried the card but didn't charge my account.  I told them my CC Companies stated that they weren't denying Arlo for payment but it seems this may be that Arlo doesn't care.  It's funny that their tactics of canceling my subscription keeps updating as it started out as January 24 and now they state if no updated payment is made, February 4 it will be cancelled.
Anyone know how I can cancel my CC payment as it will not send me anywhere to cancel...or what else I can try??  I too have told them their is an issue on their end, not mine or my CC Companies or PayPal.  And if it isn't resolved for me to Cancel OR add a payment in order to record and save option they have through the Secure Plus Plan, I would cancel (or try to after reading the issues others are having to do so.  Next it is BBB.

[BrookeN]

Can you please dm me a callback number as well as a good time to call. That way I can have support look into this further. 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. 

[Bear_With_Us]

@BrookeN 
if you can get into looking at all the text messages that I had with other customer service support members, you should see the issues I was having and what I was being told.  I honestly don’t feel like being on the phone again for 30 minutes to get the same results.  it all ends up being that the Arlo website or app how’s an issue that is refusing to let me update my yearly payment.  As I stated before, any payment that I try to submit end up getting denied.  Nothing refreshes and the date that they claim they’re going to cancel my subscription keeps moving farther and farther away.  Our local keeps stating that it’s on my end and either with my bank or my credit cards denying payment access. But I’ve talked to all of them and they are not. I can make other transactions through every one of those processes, but Arlo is the only one that will not take any of those ways.   I even tried PayPal.  If I resubmit any other credit card correct information, It still comes back that I’ve already have that card on file. So if I have that on file, then it should be working.  So I guess the only other question I have is where is it that I can click on to cancel my subscription if they aren’t going to get the update payment feature fixed?  I’ve been patient trying to figure it out and maybe there’s just a way I can have Arlo without having to go back and buy different brand security cameras and still just be able to see if my cameras will work without the subscription.  That is my only other options.  

[Bear_With_Us]

Have you figured out how to cancel or does anyone know how you see and remove/manage Credit card info from Arlo subscription via App or Website (My.Arlo)?  TYIA

[StephenB]

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@Bear_With_Us wrote:

Have you figured out how to cancel 

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FWIW, with a PC browser you can click on subscriptions in the left pane, and then you'll see cancel plan as an option.

[BrookeN]

@Bear_With_Us  were you able to cancel with StephenB instructions? 

[Bear_With_Us]

For weeks I couldn’t update payment, change CC info nor cancel CC info.  Talked to support at least 4 times and they could not figure out why but stated my CC were denied.  Stated to contact my Bank or CC and ask why “they” were not clearing my transaction, and it was not Arlo.  I had contacted the bank and my credit card asking and they informed me it was on Arlo/Website as I was able to make transactions everywhere else, but Arlo with the cards I was using.  

Yesterday I went back in several times, and finally when I got to council subscription page, the click on button finally worked, and I was also able to get into seeing all the different payment methods that I tried stored on that page.  I deleted one of the CC and PayPal payment methods that indeed were “updated” by previous days of trying and nothing was mentioned that they were declined. Once stated expired, but it was not.  anyway once I deleted all the payment methods off and clicked add new payment ( out of the same exact CC card I previously used, it went through instantly.  none of those (CS)  I spoke to before mentioned how to get to this page (since the Cancel Subscription button wouldn’t work).  but anyway yesterday it was successful, and I was able to get this all straight down.  
thanks everyone for your time and input. 

[CTMU]

We moved in December.  I have tried to cancel my subscription since November as we are in a condo and do NOT need a security/doorbell.  Your idea of SUPPORT is not worthy of the word.  

You tell people all of these steps to do online and for some of us the "technology" part is very difficult to navigate.

My name is Cheryl Tiede and I would like to know that my subscription is cancelled although I was just billed AGAIN for the month of January.  The device was recycled when we moved.

If you truly value a customer I would LOVE to hear from a real human being.

.

[BrookeN]

@CTMU thank you for reaching out regarding your subscription cancellation. I have reached out to support, they will be contacting you as soon as possible. I would like to say please be careful putting your phone number on a public forum, I have deleted it.