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Forum Discussion

Mvannini's avatar
Mvannini
Aspirant
Jul 27, 2019

Router registered to wrong email

I was trying to activate netgear armor armor and received a message that my router was registered to another email address (one of my family members who’s orbi I had recently set up). How can I get th...
Orbi-Roc's avatar
Orbi-Roc
Luminary
Jul 27, 2019

Hi Mvannini . I am not sure I understand what happened there. If you set up an Orbi router for a family member, that (to me) means the setting up a of different network and router for a familty member living in a different house. If my understanding is correct, please help me understand how this Orbi setup can possibly conflict with your Orbi/Network setup. I don't understand how your Orbi router can be registered to somebody else's email address (family member or else for that matter.)

Mvannini's avatar
Mvannini
Aspirant
Jul 27, 2019

Here's what (I believe) happened. 

I purchased another Orbi package for my in-laws. I set it up (Using my phone) Yes, go ahead and roll your eyes. :).  Note that this was the 3rd time I had done this. (I also did the same thing at an office location with no issues.

somehow - (I'm sure user error):  it registered my router (which was already existing) to my father in laws email.  I didn't know this until I selected Armor from the dashboard and received the following message:

Your router is registered to (father in laws email).  Log in using this account to manage NETGEAR Armor.  

We should note that i use my email and my password on the Orbi App to access my home confirguration.  

 

Make sense?  Thanks for the time and assistance. 

  • Orbi-Roc's avatar
    Orbi-Roc
    Luminary
    Jul 27, 2019

    Hi again Mvannini . I would wait for others to chime in and see what they say. But I think that a factory reset on your router, and re-registering it under your name and email address, should do the trick.

  • DexterJB's avatar
    DexterJB
    NETGEAR Moderator
    Jul 28, 2019

    Hi Mvannini, welcome to the community!

     

    Please try logging out of the Orbi app then log back in while connected to the Orbi router locally using the admin username and password to access the web UI. Then try activating Armor again. Let me know how that goes.

     

    Dexter

    • Mvannini's avatar
      Mvannini
      Aspirant
      Jul 28, 2019
      Reset default config. Corrected the issue. However now I’m receiving an error message stating that The armor activation fails to install. One problem solved a new one begins
      • gepal's avatar
        gepal
        Aspirant
        Sep 12, 2019

        I, too, accidentally typed in the wrong email address when setting up the router for my inlaws.  But, it is not my email address at all, and I could not confirm, so I have no admin control of the router.

        So far (3days) Netgear has not come back on my request to change to my correct email address.  As i am leaving for home in another city, I need to complete the setup.

         

        My thought was to do a hard reset of both units, but I fear the Serial Number will continue to be linked to the wrong email address and I will have a brick.  Can you confirm that, after a hard reset, you can configure the unit, as new, and associate a new email address to a Serial Number that is already in the system?

    • DexterJB's avatar
      DexterJB
      NETGEAR Moderator
      Jul 29, 2019

      Hi Mvannini, to confirm, the error comes up when trying to activate the trial version of Armor, correct? Please provide a screenshot of the message if possible.

       

      Dexter

      • Mvannini's avatar
        Mvannini
        Aspirant
        Jul 30, 2019
        Screenshot attached.
        Thanks so much for checking it out.