Support Center FAQ

  1. What is the Arlo Support Center?
    You can use the Support Center to conveniently review your Arlo product details, view knowledge base articles, or contact Arlo support, all within the Arlo app. You can also create and submit a support request within the Support Center if you are an Arlo Smart subscriber, on an Arlo Smart trial, or you have an Arlo device that is within 90 days of activation.
  2. How do I access the Support Center?
    You can access the Support Center from within the Arlo iOS or Android app. To navigate to the Support Center, tap or click Settings > Support.
  3. What support contact options are available within the Support Center?
    Phone, chat, and support request contact options are available for all Arlo devices that are on an Arlo Smart subscription, Arlo Smart trial, or within 90 days of original activation.
  4. Why can’t I access the CONTACT section of the Support Center?
    To access all Arlo support contact options, you must be subscribed to Arlo Smart, have an Arlo Smart trial, or have an Arlo device that was not activated more than 90 days ago. If you don’t have an Arlo Smart subscription or trial—and your device was activated within 91 days and 1 year ago—you can still submit a support request in the Support Center.
    You always have access to the Arlo Support site, where you can search support issues and answers. You can also use the Arlo Community, where you can seek advice or solutions from community users.
  5. What is the activation date of my Arlo device?
    The activation date is the date that the device was originally set up and connected to an Arlo account.
  6. My device is on an Arlo Smart trial; what support options do I have?
    You can chat, call, submit a support request, see your product details, and view related knowledge base articles. These are all the same support options you would have if you were a paid Arlo Smart subscriber.
  7. My Arlo Smart trial expired; what support options do I have?
    You can subscribe to Arlo Smart to access all the support contact options. For help subscribing to Arlo Smart, visit How do I subscribe to Arlo Smart?. If you choose not to subscribe to Arlo Smart, you always have access to the Arlo Support site, where you can search support issues and answers. You can also use the Arlo Community, where you can seek advice or solutions from community users.
  8. Why don’t I see my Arlo device(s) listed in the Support Center?
    The Support Center shows devices that are set up and currently connected to your Arlo account. Make sure that your Arlo device is connected to your account.
  9. What happens after I submit a support request?
    After you submit a support request, the request is given a seven-digit request number and recorded in the Arlo app, under REQUEST HISTORY. An Arlo support expert will then contact you as soon as possible to resolve the issue. As we work to solve the problem, you might be asked to provide screen recordings and system logs of your Arlo app and devices.
  10. Why do my Arlo devices have different support contact options?
    Support Center contact options are based on your device’s original activation date, or whether you have an active Arlo Smart trial or subscription to Arlo Smart:
    • Full access to support contact options. Your device is on an Arlo Smart trial or subscription, or your device is within 90 days of the original activation date.
    • Access to support requests and Arlo Support and Community on a web browser. Your device is not on an Arlo Smart trial or subscription, but it is within 91 days and 1 year of the original activation date.
    • Access to Arlo Support and Community on a web browser. Your device is not on an Arlo Smart trial or subscription, and it was originally activated over 1 year ago.
  11. What are the other advantages to having an Arlo Smart plan and how do I sign up it?
    When you subscribe to Arlo Smart, you get full access to support contact options, along with rolling 30-day 2K or 4K cloud recording, advanced object detection, e911, and more. For more information, visit What is Arlo Smart and how can I benefit from it or How do I subscribe to Arlo Smart for more details.