NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Solved
ORBI App Strange Message
I own an RBK853 ORBI system. Has been running fine for several years. Currently on V7.2.7.15_5.1.16 firmware. Had a power outage and rebooted my system yesterday. Went to use ORBI app on my iPhone this morning and got an odd message stating, "This Orbi is linked to a different account."
My RBK853 system has been registered since 2023 and currently shows up in "My Registered Products". I get this page if I select "Fix This Issue".
I'm not willing to do a factory reset just for ORBI app's sake. The web-based app is working fine. Any idea why this is happening? Are there any work-arounds? Thanks for your help!
Get some info, you'll need to factory reset the system and setup from scratch with the Orbi app and then input the new email address.
I would probably remove the app from the mobile devices first, then re-install it.
I'd save off a back up configuration to file next: https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
Then follow this to factory reset the system using the ERASE button:
Orbi Systems Manual Factory Reset Process | NETGEAR Communities
Where you get to the point that the instruction say to use a PC and web browser, begin setting up with the Orbi app instead.
NG support will recommend this as well.
11 Replies
Had this system been linked to your comcast account prior or to this jkh.het account?
You'll need to factory reset the system and setup from scratch using the Orbi app to get it connected to the comcast account if that is needed. Save off a backup configuration on the RBR first, then setup using Orbi app and get it logged in, then reload the backup from file. Might work.
Or reach out to NG support. Not much we can do from forum with user account issues.
I purchased the system used in late 2022. Did a factory reset when I originally set it up with the Comcast.net account. Never had this warning in the prior 2 years on my Comcast account. I've rebooted the system many, many times since that initial install. Very odd this would crop up after the recent reboot.
What happened when you selected "Continue with incorrect email"?
The app simply jumps back to the original page and displays the "This ORBI is linked a different account" warning in a pop-down window.
Here's the drop-down message on the main ORBI iOS page:
Since your 90 days of 'complimentary support' have long expired, perhaps it would be a good idea to send an email to
And explain that:
- The product is clearly registered to the email address that you have been using for years, and thus
- This error message indicates that "something is wrong" in Netgear's database if it thinks the product is registered to a different email account.
Get some info, you'll need to factory reset the system and setup from scratch with the Orbi app and then input the new email address.
I would probably remove the app from the mobile devices first, then re-install it.
I'd save off a back up configuration to file next: https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
Then follow this to factory reset the system using the ERASE button:
Orbi Systems Manual Factory Reset Process | NETGEAR Communities
Where you get to the point that the instruction say to use a PC and web browser, begin setting up with the Orbi app instead.
NG support will recommend this as well.
Thanks. I'll use that sequence of events as a last resort. As I said, the warning hasn't caused any problems with my ORBI. It is just an annoyance when using the iOS app. I'll first try sending an email to NG customer service as CrimpOn suggested.
Thanks for all your help!
Good Luck.
Here's the rest of the story: Got an email from NG Support and they requested a phone call to sort out the issue with "incorrect email" registration. After brief discussion, NG suggested I factory reset my RBK853 then reconfigure via the iOS app–after I deleted that app, reinstalled it and power cycled my iPhone. (the only part missing was rub your tummy and pat your head at the same time!) Anyway, they also suggested to NOT use a backup config file to re-initialize my ORBI. I did all they suggested. However, once I got the app to not show a bad registration email, I decided to reconfigure with a backup config file. Worked fine.
The only issue now is the sats are in a star mesh topology where before they were in daisy chain (which is preferred and better for my sat locations) and using the 2.4 gHz to backhaul tot he router. Anyway to force the sats back to a daisy chain?
Power OFF the RBS then power ON the closer RBS to the RBR and let it sync fully, then power one the farther RBS away from the RBR and let it sync, should connect to the other RBS if the RBS are placed out in a line from the RBR.
