This is what I see when trying to access Access Control. I strongly suspect it's because accidentally activated the trial of Smart Parental Controls. Even though I've turned it "off" in the app, it's still active on my account. I cannot, for the life of me, get anyone at Netgear to cancel the trial subscription. Does anyone know anything about this, or how to cancel the subscription to Smart Parental Controls? I've followed the KB article (https://kb.netgear.com/000064285/How-do-I-cancel-my-NETGEAR-Smart-Parental-Controls-subscription), and they do not respond. I've contacted Support, and they claim they cannot cancel it, and that I need to wait for it to expire in a month. It's crazy that I'm blocked from Access Control because of this stupid "feature" and that I cannot unsubscribe! I am connected to the router via browser at orbilogin.com. I've also tried connecting to the router via its IP address using wifi and hardwire. Same result. See images. "Learn More" is not clickable next to the Parental Controls subscription in the MyNetgear image.

I should add that in the Orbi app, under My Subscriptions, there is still no way to cancel this trial for Smart Parental Controls. The only option is to sign up for a paid subscription. This is patently ridiculous that I'm blocked out of a core feature of the $1,500 router that I own.

I have now factory reset my Orbi system. I am able to use Access Control on the web, however, in the app, I cannot use Device Manager. This is ridiculous.

Thank you, again, ChristineT. I appreciate it. I think the larger issue is that (1) I am unable to use Device Manager (app) unless I reactivate SPC, and/or (2) I am unable to use Access Control (GUI) if I do reactivate SPC. This is an impossible situation for your customers. And of course, my inability to get anyone to help me without reaching out to you. I appreciate your help.

Hi, ChristineT. I received a bunch of messages overnight and a new case number, which was then "resolved". My subscription was cancelled, so thank you. However, the situation is now worse. While my subscription was cancelled, they left SPC active on my account! In fact, when I went to Device Manager to check that it was inactive, instead of asking me to re-set-up SPC, it automatically set itself up, and now, once again, I am locked out of Access Control. Again, turning it off in app Settings doesn't help. I appreciate them cancelling my subscription, but now they need to remove the feature from my router. This is getting a little silly, to be honest.

To use Access Control, please use the Orbi App

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BenjaminNYC
Apprentice
May 22, 2022
I should add that in the Orbi app, under My Subscriptions, there is still no way to cancel this trial for Smart Parental Controls. The only option is to sign up for a paid subscription.

This is patently ridiculous that I'm blocked out of a core feature of the $1,500 router that I own.
- BenjaminNYC
  Apprentice
  May 22, 2022
  I have now factory reset my Orbi system. I am able to use Access Control on the web, however, in the app, I cannot use Device Manager. This is ridiculous.
  - BenjaminNYC
    Apprentice
    May 24, 2022
    I am at my wits end, and my only recourse is to file complaints with the FCC and BBB. ChristineT
KingMarlz
Aspirant
Dec 18, 2022
I send a message in the chat bot, it created a ticket and I request the cancelation and removal of SPC on my account and in less than 10 minutes at 12 am it was removed and I could now do access control on the web interface, Im not sure why in your case your having this issue.
- BenjaminNYC
  Apprentice
  Dec 18, 2022
  Wow. Where is this chat bot?
  - BenjaminNYC
    Apprentice
    Dec 18, 2022
    Tried the chatbot and agent confirmed they cannot see any SPC on my account nor router, despite it being active in the app and on mynetgear.com
bnieco
Aspirant
Dec 31, 2022
What a nightmare. I never intended to sign up for SPC it was an errant click in the app. Now I can't get it removed and even after a factory reset it's blocking my use of the app. The only companies I know of that make signup a single click and cancellation via convoluted archaic methods are SCAMS. Netgear should add itself to the list of unsafe softwares
- BenjaminNYC
  Apprentice
  Dec 31, 2022
  This is a total mess. My latest umpteenth case I've opened for this issue remains open and no one is responding.
  - KingMarlz
    Aspirant
    Dec 31, 2022
    Weird after they fixed it on my end that one night I am able to use the feature but honestly it’s not worth it. It’s not real time I have to reboot the router each time I allow a new device for the effect to actually work. And I have to reboot to see new devices connected. Unless I’m missing something ? Refresh doesn’t refresh

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To use Access Control, please use the Orbi App