Resolve “Device is already registered by another user” by Nebula Mobile APP

Zyxel_Judy

Scenario:

Suppose you've purchased a used AP and wish to add it to your Nebula site, or you've unregistered your AP from Nebula cloud mode and want to transfer it between organizations (where each organization belongs to a different account). You encounter the message: "Device is already registered by another user. Add the device by scanning its QR code using the Nebula Mobile APP."

This article will show you the methods to resolve the issue by Nebula Mobile APP

Note: * By the method, you can add all Nebula devices, not only APs.

Note: ** QR code from the device back or the box's label/sticker.

Configuration

After logging in to Nebula Mobile APP, go to your designated Organization/Site

1.    Choose the Devices tab and click the “Add Device” or “+” button.

2. Scan the QR code, click “Register Device” and “Next”

3. Click Register 1 Devices. The number of devices shown there depends on how many devices you scanned the QR code before.

4. Click Done

Verification:

The device is already managed under your account.

Note: If you receive the message "This device is locked by the device owner. Please contact the administrator or Zyxel support," it means the previous owner enabled the Override Device Ownership feature to prevent device ownership transfer by another user.

Please contact us and provide either the device purchase receipt/invoice or a photo of the back of the device showing the MAC address or serial number. We will review this information and assist you.