Envisalerts Server shows online, account no active devices

[ArcticWhite]

I am able to log into the envisalink 3 locally. It is connected to my Vista 20P. I am able to arm and disarm the alarm, and see zone status. On the network page, it shows the Envisalerts Server as online at 198.61.170.85.

Yet, when I go into my eyezon account, it shows no recent activity and no active devices.

I try "add new device", but it tells me my device is already active on the system.

If my device is active on the system and I can't activate it, how come my account shows no active devices, especially when the device can see the envisalerts Server?

Thanks.

[GrandWizard]

Submit a support request and be prepared to send a picture of the MAC sticker. We are getting a lot of customers confusing "5" and "6" and "B" and "8". The font is fixed on the EVL4.

[ArcticWhite]

I do not believe that is the issue, as I read the Envisalink's MAC address right off of the MAC it declared to my router.

I will send in a support request.

[GrandWizard]

Just to close the loop, this customer forgot they already activated their device under another Eyezon account.

[ArcticWhite]

This was great support and quickly resolved. Thanks!