Gateway is hooked up, but the serial number says that it has already been registered (310). What now?

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  • Updated 7 months ago
Just had my doors and lifts installed, Gateway is hooked up, trying to get the app going and when I enter the serial number on the bottom of my Gateway into the app, it says that it has already been registered by another users account (310). What now?
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Randy Isaacson

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Posted 4 years ago

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Joe Tapper

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I have the exact same issue and look forward to reading how to de register the device so it can be correctly registered and used.
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Randy Isaacson

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I called Chamberlain and they said contact my garage door installer for a replacement device. I got a new device from the installer and everything worked fine -- quick install.
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MyQ Community Manager, Official Rep

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Randy and Joe, if you could let us know where you purchased the items from, this will help us.

Also, you can contact our support center or email us at myqcommunity@chamberlain.com to resolve this. Newly purchased MyQ products should not be associated with any other accounts. In order to resolve, we would need to exchange account and serial number information via email or a phone call. 
(Edited)
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Joe Tapper

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The unit (821LM) was supplied and installed by my alarm installer. They attempted to link it with my internet Alarm.com monitored system unsuccessfully. At this point, I have chosen to operate the garage door monitoring independently. However, after downloading your app, I was instructed to enter the serial number. After doing that an error message appeared, saying that the system was already registered.

So my need is to re register the unit correctly, so it can be used. Please provide me the means to do so.

Thank you,

Joe
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Joe Tapper

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Should I send the serial number on this string or via another method?
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Joe Tapper

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Hello, is anybody there???
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MyQ Community Manager, Official Rep

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Joe,

As mentioned, you can forward it to myqcommunity@chamberlain.com or you can contact our customer support line and they will also be able to resolve this. 
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Jennifer

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I have the same problem. Cannot add the device as my device is on another user's account. This device may have been returned to the Home Depot and maybe another customer had added it. I have successfully installed the other garage door opener on MyQ phone app (AFTER, getting the error message on the first one I tried.) This one will not let me. Help!
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jon

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Seems like a waste to return it when there is probably nothing wrong with it and it was just returned and put back on shelf at store
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MyQ Community Manager, Employee

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jon, you can remove the extra device from the other account by doing a hard reset. This will delete all devices and renew the IP address with the router. I hope that helps. Chuck

How to performing a hard reset on the gateway 

  1. Unplug the AC adapter from the gateway.
  2. With a safety pin or paper clip, press and hold the reset button on the side of the gateway.
  3. Plug the AC adapter back in while continuing to hold down the reset button until the yellow LED light blinks.
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jon

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I did this 10 time already. When I type in serial number is registered under someone else
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jon

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Orlando Andrade

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i fix it !!! thnks!!!
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Craig

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Try this:

Factory Default

Setting the hub back to factory default erases the Wi-Fi settings, erases door sensors, removes the device from the MyQ account, and clears any remotes or keyless entries that have been programmed to it.

Press and hold the Settings button (gear) on the Wi-Fi hub until the blue LED blinks then release.
While the blue LED is blinking, press and hold the Settings button (gear) again until the blue LED pauses then blinks or beeps. The Wi-Fi hub is set to factory default.
Note: If lights on hub are blinking blue and green, you will need to unplug the router to erase the Wi-Fi settings or set to factory default.
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stunnerdoc

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Follow these steps:
Hard reset your device (myq WiFi hub) by pressing the setting (gear) key for 6 seconds. You will hear a beep and release the button.
Now go to your phone and look at the WiFi and see if you can locate the device WiFi "myqxxx". Connect to it.
Now go to your internet browser (chrome) preferably and type in "setup.myqdevice.com".
Follow the instructions on the webpage. It will ask you to connect to your WiFi network. Make sure you enter the correct password or you will have to redo everything.
If everything goes well, you will be directed to download the myq app.
Go to the app and register your serial number and it should work.