trying to log back into my Arlo account

[Zroe]

Hi I got a new iPhone and I’m trying to log back into my Arlo account and it won’t let me do facial recognition for the first time and when I try to put in my email address it won’t let me put the email in no matter what. Whether I have facial recognition turned on or off. I tried resetting my password and although it lets me enter my password and still does not let me enter an email address. Please advise.

[Dannybear]

Is it possible that you had not trusted the new phone before you changed over from the old phone? If so the arlo 2FA is still likely sending the push notification 2FA request to the old phone.

Go to the arlo web portal on a pc web browser on your local network and choose “another method” since the browser will also need 2FA trusting.
Use the email method to firstly trust the web browser, then access your account login settings to trust the new phone and then remove the old phone from your trusted devices list. Once you are able to login to arlo with the new phone and trusted it in the arlo 2FA devices list, set it as the primary trusted device to receive arlo 2FA requests.
Be aware that the request timeout for push notification is 30sec, text notifications are 2min and email is 20mins. Also look in the email account spam folder.
This I call this the arlo 2FA dance.