RS700 Armor Registered to Old Account; Can't Remove

Question

Hi there,&nbsp;I purchased this item straight from Amazon US. Had it for three months in, let's call it, "AccountA@gmail.com" in the Nighthawk app, with the 90 days of support and 1 year or Armor activated.&nbsp;Today, I went to my account in the App and in my.netgear.com, make sure to "Unregisted the Device" from both. Refreshed several times and finally the device got removed. I wanted to move it to a different "AccountB@gmail.com".&nbsp;I created the new "AccountB", registered the serial number and, when clicking the Armor icon, it says "This router is registered to AccountA@gmail.com. Sign in there to manage"...&nbsp;I've been trying and trying... factory reset dozens of times, etc. The router is stuck in limbo between two accounts. AccountA has a hold on the Armor 365 days entitlement and AccountB actually has the router registered in My Products page. If I log in as AccountA (remember, no products registered there), I can even activate and deactivate the Armor status and it reflects on AccountB.&nbsp;My god... it's truly a mess Armor, isn't it? The zillion of posts I've read here are true. Purchased this top of the line router, been on support for 60 days trying to fix the Region (Amazon US and got Region set as Canada, without being able to change the Regulatory Domain), "Pro 90 Days Supports" is like talking to Chat GPT, don't even understand what's going on... it's insane.&nbsp;Anyways, how can I request to have the router Armor plan completely cancelled / unlinked / whatever, from any account, so I can properly link it to AccountB and, (imagine?), the next person might even pay a subscription for it.&nbsp;Thanks.

FURRYe38 · Answer

You'll need to make contact with NG support for there help on this.
https://my.netgear.com/support/contact.aspxhttps://www.netgear.com/support/contact.aspxThen clicking on "Get answers about NETGEAR products before I buy" then clicking on "Networking for Home" then "Chat with us".

Timmy256 · Answer

Thanks Furry, I’ll try and report back. I expect months of going back and forth with random generic responses (“hey, have you tried resetting the router or downgrading to the original firmware?”) until someone, if lucky, understand it

DarrenM · Answer

Timmy&nbsp;
&nbsp;
Please send me a PM with your case number and I will escalate the issue.
&nbsp;
Thanks
DarrenM

Timmy256 · Answer

Thanks DarrenM&nbsp;, I just sent you a message with the case number.&nbsp;One thing I forgot to mention there, but that I documented in the case, is that this looks like a serious security issue. Imagine I was a bad actor, sold this router to somebody I wanted to try an attack on, telling them how this router with Armor will protect them and all that.&nbsp;They register the product with their own account, but then I can keep controlling Armor from my original account, without any way to transfer over to them! So I could disable Armor and launch the attack on their network; while they were thinking they were being protected by your premium subscription.&nbsp;To add more frustration to the “Pro Support” management in this, in the last message you will see, the canned response was “we can’t unregister Armor from the device because it’s been used for more than 30 days”. So… what? Now I need to wait a year to be able to transfer the router and have another person paying for Armor themselves? Shouldn’t your incentive be aligned with disabling already payed (trial) Armor right now, when the owner (me) is requesting this, in order to collect more money from a new subscription from the new customer I’m gifting the router to?&nbsp;Thanks again Darren.

Timmy256 · Answer

Hi again&nbsp;DarrenM,&nbsp;I hope you are doing well.&nbsp;Thanks for your help here. I think the case got escalated and I got an e-mail saying that “Armor has been cancelled”. Still, when I go to the Armor icon in the app / account where the router is registered, I still get the message saying “Your router is registed to XXX account, login there to manage Armor”.&nbsp;In that XXX account, the router is not registered! Not as a product; nor should be registered for Armor (as I got that cancellation e-mail I just mentioned)! It’s still not working right and can’t manage Armor from the proper account; it’s still linked to the old one.&nbsp;Could you please help me on this? They closed the case too right after send that e-mail, so they didn’t even gave me a chance to check and report back there.&nbsp;Thanks again.

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RS700 Armor Registered to Old Account; Can't Remove

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