Meural WiFi Photo Frame (MC315GDW) Won’t De-Register

I recently lost access to my Canvas. I could not find it in the app anymore as I was trying to upload new pictures. I ended up trying to reset the WiFi as it said it was disconnected. Once I did this, it prompted a QR code to set up. I tried this and it said it was already registered. We can see the Meural Canvas on my.netgear.com portal as a registered device, but it is not on my.meural.netgear.com. It is not on my Meural app either. When I scan the QR code it says it’s already registered. It does show up on the netgear website but not Meural website. We have tried resetting and rebooting and everything we know how to do, but it is not working. Anytime we scan it says the Canvas is already registered with a different user. I tried both on the web page by adding the serial number and I have tried on the app to scan the QR code and it says it’s already registered. This is getting frustrating. Please help us if you are able.