CoralVue Icecap Hydros unregister device

[HooliganGunner]

Hi, I purchased a set of these used 2k gyres off ebay with the wifi controller. I however cant register and control the devices because there is a stupid registration lock on the device. I've contacted the seller who says he never registered them (which makes no sense as it is a forced registration to use the device) and he has since stopped responding. Contacted CoralVue support because the website says a Hydros representative can unlink it so I can re link and use them and they all say they cant due to "legal reasons". Anyone know anything else I can do? Never thought I'd run into this issue buying it used? I could get my money back through ebay but I'd rather just get them working. Thanks in advance

 

[FUNGI]

This didnt help?
https://www.coralvuehydros.com/product-support/icecap-dual-pump-controller/reset-to-factory-default/

 

[HooliganGunner]

This didnt help?
https://www.coralvuehydros.com/product-support/icecap-dual-pump-controller/reset-to-factory-default/

No, the issue isnt with the device. The device has a device ID when I go try to pair it to the app it tells me it is already registered to a different account (the guy that sold it to me) and that he or Hydros has to unlink it from that account before I can link it to mine to control it. Factory reset doesnt change the device ID or unlink it from his account.

https://www.coralvuehydros.com/product-support/icecap-dual-pump-controller/unregister-a-device/
Even after providing the seller this link he has not unlinked it claiming he never registered the devices which makes no sense. In order to use the controller the registration is forced to the account you have to create to use the app.

Says that a HYDROS rep can remove it but customer support =/= hydros representative as they all told me no. I'm lost as to what I can do at this point besides get ebay to return them to him

 

[FUNGI]

yeah....I would just return it then....

 

[HooliganGunner]

Quick Update for anyone else that ever gets in this situation. Do NOT try calling, the phone support can not do it. But if you send in an email ticket with proof of purchase from ebay then they can unlock it for you! Still waiting on him to unlock it but I just got an email asking for proof to get it unlocked. Now we wait

 

[Kodock]

Quick Update for anyone else that ever gets in this situation. Do NOT try calling, the phone support can not do it. But if you send in an email ticket with proof of purchase from ebay then they can unlock it for you! Still waiting on him to unlock it but I just got an email asking for proof to get it unlocked. Now we wait

Curious the outcome of this.. I bought 2 of these off a guy on FB marketplace.. no contact back from Coralvue.. I don’t understand the protocol, do they think people are breaking into homes and stealing pumps?..

 

[Peair]

I think to do the right thing and be fair I think Hydros Coralvue should let you register it and make it work, you did not do anything wrong, and you have the purchase receipt from eBay, it's like they don't care if you lose a lot of money, and that's not right, have a Heart.

 

[Wetboxtropicals]

Any updates on this I have the same issue but I bought out a store and have now way of getting the original person to deregister it

 

[John Neuzil]

I think to do the right thing and be fair I think Hydros Coralvue should let you register it and make it work, you did not do anything wrong, and you have the purchase receipt from eBay, it's like they don't care if you lose a lot of money, and that's not right, have a Heart.

So coralvue should just trust and believe people because people never cheat?

 

[Peair]

So coralvue should just trust and believe people because people never cheat?

There is no cheating he has the receipt.

 

[John Neuzil]

There is no cheating he has the receipt.

I believe he has one and is honest but receipts can be forged. Coralvue should be cautious. To many people try and get away with things they shouldn't.

 

[Connor At CoralVue]

Trust but verify. Protocols are in place for reasons, rare reasons...but situations occur, we are dang happy we have policies in place, but I can assure you we'd be able to get you up and running. :)

Not sure precisely what ticket we are referring to, but I would be more than happy to help in the support portal.

 

[coleman4000]

Trust but verify. Protocols are in place for reasons, rare reasons...but situations occur, we are dang happy we have policies in place, but I can assure you we'd be able to get you up and running. :)

Not sure precisely what ticket we are referring to, but I would be more than happy to help in the support portal.

How come your company is saying different in the support portal? "Unfortunately you will need to get ahold of the original owner and have them change it over to you. It is registered to them and they have deregister it."