Orbi WiFi 7 RBE973
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Armor Subscription not Showing APP

ACR85
Follower

Armor Subscription not Showing APP

Hi Netgear Community,

 

I've received a notification email from Netgear saying that my Armor subscription for my RAX50 was coming to renewal date soon (19-Oct-2022).

My product (the only Netgear one I have) is fully registered on my Netgear account and onboarded on the Nighthawk App, and they say:

 

"For Armor or Smart Parental Control

Open your Orbi or Nighthawk app and go to Menu, click on My Subscriptions, followed by Subscription."

 

However:

 

1- When I open the Nighthawk APP, 'My Subscriptions' doesn't appear on the menu, nowhere to be seen.

2- When I go to Settings -> Security, it only offers me to Activate a Trial !

3- When I go through the Web Support page it does confirm that my Subscription is Active for this product

 

Now getting yo the best thing, I want to manage this subscription and it says that I must go through the app to do it but as explained above I can't !!

---

To view your NETGEAR Armor subscription plan:

  1. Launch the Orbi or Nighthawk app on your mobile device.
  2. Enter your NETGEAR account credentials and tap Sign in.
  3. Tap the home icon in the upper-left corner of the screen.
  4. Tap Settings.
  5. Tap Security.
    The Security page displays your current Armor subscription status and expiration date.

---

Now the big final, if I want to contact the Support Team I need to purchase a support contract!

 

So basically I am paying for a subscription that I can't manage, that doesn't seem to be 'online/active' on my device, and must PAY to obtain Support here!

 

---> Is this a joke??

 

Anyone got the same issue and could provide me with some advice?

 

Cheers,

AC

Message 1 of 6
FURRYe38
Guru

Re: Armor Subscription not Showing APP

Message 2 of 6
bgmason
Aspirant

Re: Armor Subscription not Showing APP

I have the same issue where I cannot activate Armor on my Orbi RBR750 despite showing an active subscription.

 

When I exhaust all options and try the contact shown by FURRYe38 which is:

To get a hold of support for subscriptions services like Armor/Circle, click on "MyNetgear" at the top.
Register an account (or login) and then the device.
From there you can start the support process.
Click on: My Support---->Contact Support---->Get help with my subscription service

 

There is no way to contact support for a subscription service.

 

From the Orbi APP if I go to Home then My Subscriptions it shows an active subscription set to auto renew in May 2023.  If I go to Home > Settings > Security > I cannot enable Armor nor can I launch Armor.  In the middle of the screen, it shows the Shield with a green check mark and says Updating Armor.  If I go to the main screen and select Security I get an error that say, " We're sorry. Something went wrong with the Armor subscription status update.  We keep ....."

 

Any thoughts?

 

Message 3 of 6
C1bear
Aspirant

Re: Armor Subscription not Showing APP

I'm having same issue on my app for my RAX50 ive contact tech support 4 time's its been 2 weeks now smh
Message 4 of 6
CarlosFu
Aspirant

Re: Armor Subscription not Showing APP

I have the same issue on my Netgear router.

Does someone had a solution from Netgear support team?
Best regards.

Message 5 of 6
markroth
Aspirant

Re: Armor Subscription not Showing APP

1st screen1st screen2nd screen showing failure2nd screen showing failure

RBR50v2 — Orbi AC3000 Tri-band WiFi Router

 

IOS app for ORBI is having same problem as above in regards to showing Armor as if it does not exist as an active subscription. This is a major issue because the web UI for Orbi won't let you do anything security related and says you have to use the mobile app.

 

 

 

Message 6 of 6
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