Device "Already Added" in InCpntrol2


#1

I recently upgraded to 6.2.1 and saw that InControl Management was enabled under the admin settings. I set up a new account for InControl and tried to add my device by I get a message saying “Failed” “Already Added”. Is it possible to see if someone has used our serial number or get that reset to use with our account?

Thanks


#2

Sure, what is the serial number of your device?


#3

Thanks for the quick reply.

Serial is 1824-C1FE-E90C


#4

It looks like Remco from your company already registered the device, I’m showing it as registered to Banff Lake Louise Tourism.


#5

Remco no longer works for the company. I now receive all emails to his old email addresses with the company. When I go to reset the password associated with his email accounts, I don’t get an email back. Unless he used a generic account?


#6

He used licenses@yourcompany.com if that helps.


#7

Not sure why he used that address but glad you found it. Thank you for your help!


#8

Actually, I may have spoken too soon. I’m now logged into the licenses account but the device doesn’t show up and it doesn’t allow me to add it.


#9

Just PM me your name and email address and I will get you added.


#10

I have the same problem. I am just a home user and I am pretty sure me or someone in my family registered with an email address that we no longer use. Is it possible to get my device unregistered so I can use the serial number again?


#11

Or at least could you tell me who registered it and under what email?


#12

Please PM your serial number.

Thanks.


#13

Sorry, hadn’t checked this in a while. I’m pm’ing you with the serial now! Thanks!


#14

There is no message button in my popup like in your screenshot. Any suggestions?


#15
  1. Click on the username and it will prompt you the user detail page.

  2. Click message to private message the user.


#16

There is no message button in my popup like there is in your pic. The button is just non existent. Any suggestions?


#17

Hi @Dan_Ran,

It might be best if you e-mail this topic and your story + serial number to support@peplink.com, if PM’ing doesn’t seem to be possible at this time.


#18

Ok great. I will do that! Thankyou!


#19

Hi,

I have the same issue an ex employee setup the incontrol feature on our balance one router. How do I go about adding the peplink to my incontrol account and removing it from the old account.

Cheers.


#20

@danwillis Same issue so same answer as above…