Are you getting an error message stating that your device has been assigned to someone else? If yes, someone else has access to the device, perhaps another family member.
If you would like to also have access to the device, please read our article Can multiple people connect to one device?
If you want to remove someone else’s access and set yourself up as the owner and primary user of the device...
- But you cannot identify the person with whom the device has been paired, please contact support at firstname.lastname@example.org, and we will help you out.
- And you can identify the person, the quickest way to resolve this problem is to contact the person to have them remove access to the unit. They can remove access to the unit by following the steps in our How do I remove a device from the mobile app? article.