Subscription vanished, unable to contact support?!

[El_Mirage]

Our subscription plan vanished from our account after our payment in August? Why? How?

We are unable to contact anyone from Arlo by their design, so how do we fix an issue when the other party involved won't allow anyone to reach them? I can just add another subscription, sure, but that doesn't fix why or how this got removed last time. I need answers before I put my card in again only for them to cancel us a month later with no notice.

Has anyone ever talked to Arlo? If so, how? Because even their virtual chat won't escalate up to a real person. Very frustrating.

[BrookeN]

I have reached out to support regarding the subscription not on your account. Support will be reaching out to you as soon as possible.

[El_Mirage]

The message I was sent said to click on "Support Center" from my.arlo.com and then "Support Requests", but there is no "Support Center" link to click on. 

[BrookeN]

Did you log on from a desktop browser? 

[El_Mirage]

I did. The same browser I'm on right now. It's up in a different tab. 

[El_Mirage]

We just need someone to tell us why our billing was removed and how to put it back without it being removed again without notice. Can we get someone to email us directly? Call us? 

Anyone?

[El_Mirage]

??

[StephenB]

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@El_Mirage wrote:

I did. The same browser I'm on right now. It's up in a different tab. 

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Use the app instead.

[BrookeN]

@El_Mirage I had let support know, did they reach back out to you?

[El_Mirage]

No one has reached out to me. If support does exist, why make it this hard to connect?

[El_Mirage]

Thanks, but no. I would like someone from support to explain how our billing was turned off, who turned it off, and how we can fix it to not happen again. The app is not a replacement for a support team, and as a paying customer we should be able to get minor help without jumping through this many hoops over a billing issue.

[StephenB]

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@El_Mirage wrote:

No one has reached out to me. 

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If they call, the caller ID won't be helpful.  So if you routinely only answer calls you recognize, you might have missed their callback.

[BrookeN]

@El_Mirage I am unable to look into billing I do apologize. Support will be reaching out to you again, please be on the lookout for that call or email. 

[El_Mirage]

Support has sent me a link. When I click the link and type anything into the message box and try to send I get the error "We're sorry. Something went wrong. Please try again."  The "Call a live agent" text isn't a link and can't be clicked.

[BrookeN]

Can you please pm your contact information and a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.