NWA50AX - locked by device owner - eBay

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KC86
KC86 Posts: 3 image  Freshman Member
First Comment Friend Collector
in Wireless

Hello there, I purchased an NWA50AX on eBay and when trying to add it to my Nebula account, I get an error "locked by device owner". I have tried adding both via MAC/Serial and using the QR code via the app, neither method works.

I have a support ticket open, but there has been no response for quite some time.

I am aware we could use the AP as a standalone device, but this would fall outside of our ecosystem on Nebula.

Please could someone advise on what to do next?

Thank you for your help in advance!

All Replies

  • Zyxel_Tina
    Zyxel_Tina Posts: 701 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments

    Hi @KC86,

    Welcome to the Zyxel Commuinty!

    As you mentioned you've opened a support ticket, could you please share the ticket number? This will help us confirm the details and ensure our replies align with the post.

    Since this device is locked by the previous owner, scanning the QR code via the Nebula app won't work. To assist with unbinding it, please send me via private message:

    • The device's purchase receipt/invoice
    • A photo of the label clearly showing the MAC address and serial number

    This will allow us to verify your ownership and proceed with support.

    Zyxel Tina

  • KC86
    KC86 Posts: 3 image  Freshman Member
    First Comment Friend Collector

    Hi @Zyxel_Tina, I have replied to you with the requested details via private message. Thanks!

  • Zyxel_Tina
    Zyxel_Tina Posts: 701 image  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Network Administrator - Switch 100 Answers 500 Comments

    Hi @KC86,

    Thank you for providing the information!

    We've unregistered this device from the previous user. Please try again and let us know if the problem is solved.

    Zyxel Tina

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