Hi,
I currently have 2 tracker one devices. I am unable to add one of the devices to my account, due it still being registered/tied to a user outside of my account organization. The previous user is no longer with our organization and has since said the device as been released, yet the claiming problem still exists. What are the next steps to proceed with getting this resolved. Thank you @Particle-Tech @Support
Hi @Janice did the previous user also deactivate the SIM for the device? It should be deactivated from the old account and reactivated in the new account.
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It also must be removed from the product that it was in. Since all Tracker devices must be part of a product, that is a common reason.
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I will verify, but if I'm not able to reach the previous owner, is there a way to manually reroute it to our account.
If the devices were registered to an email in same the domain we can completely unregister them. Direct message the Device ID or Serial Number to @support by hovering over the link and using Message.
If they were registered to a private email in a different domain some additional proof may be necessary for security reasons, to prevent changes to a stolen device.
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Thank you, I have reached out with the Serial Number. Is there a time estimate of when support will get back with me?