Bought two Zyxel APs from Amazon and they're "locked by device owner".

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disgruntlement
disgruntlement Posts: 2 image  Freshman Member
Friend Collector
in Wireless

@Zyxel_CSO as per the title. I can't directly raise a support ticket because I do not have a subscription.

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  • PeterUK
    PeterUK Posts: 4,342 image  Guru Member
    250 Answers 2500 Comments Friend Collector Eighth Anniversary
    edited December 2025

    From what I know you should be able to take them over by your Nebula account if you have the MAC and Serial Number or QR code to add them to your Nebula then if you don't want to use Nebula you can remove them for standalone.

    NWA90AX-PRO: Cannot access local management configuration wizard — Zyxel Community

  • Zyxel_Tina
    Zyxel_Tina Posts: 529 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments

    Hi @disgruntlement,

    Welcome to the Zyxel Community!

    To transfer the device to your account, please use the Nebula Mobile App to scan the device’s QR code and register it again under your account as well as your own Organization and Site.

    This method ensures that the ownership is properly updated and the device can be managed from your side.

    Please note that the Nebula Mobile App is free to download and use. No subscriptions or licenses are required to add devices to your organization or perform basic management.

    Zyxel Tina

  • Zyxel_Tina
    Zyxel_Tina Posts: 529 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments

    Hi @disgruntlement,

    After reviewing your question again, we realized it's due to a security feature that prevents other users from scanning the device's Nebula QR code to register it. This enhances security but may prevent new users from transferring device ownership via QR code scan alone.

    Therefore, please provide your proof of purchase from Amazon, along with the device's MAC and Serial number, via private message. We will help you transfer it.

    Zyxel Tina

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