Orbi AX4200 registered to wrong email

I have owned an Orbi AX4200 system for a year or two and really like it. It is registered to my email account, obviously.

I like it so much that this week I helped an older relative buy and install one. I'm more technically minded so we used my app to set it up. I logged out of the app and created a new Netgear account with their email, and then we set it up.

Strangely the system sent out 2 registration confirmations: one to my account and one to theirs.  It wasn't clear which one was accurate. The app was clearly logged into their email when we were setting up the routers.

But then, in the process of paying for the Armor subscription and trying to activate it, we realized the device was ACTUALLY registered to me, not them.  After trying to register it to them, the website told me to email Customer.service@netgear.com with my issue. I sent them an email 2 days ago and have not even had the courtesy of an autoresponse.

So, today, I logged into my account and unregistered the device. Then we logged into their account and registered it to them.  Now the device appears as registered to them on the main netgear.com site, but does NOT appear on the armor.netgear.com site under Routers or Devices. Furthermore, the support options are all listed as "expired" even though it is brand new.

Honestly, I have used NETGEAR networking products for decades — probably 20+ years since they were a division of Nortel.  But I'm really irritated at this registering/support/subscription nonsense, needing an app instead of web-based UI for key features, and ZERO response to a customer service email that was provided by their own website... this is maddening.

ANYWAY.  Does anyone have advice on how to trick armor.netgear.com into recognizing the router that appears registered to the account on netgear.com??  And is it possible to reset the support options for this brand-new router? 

Thanks in advance.