If you're trying to set up a SensorPush Gateway and see a message that it's "locked to another account," or if you only see a "Log In" option during setup without the option to "Sign Up" for a new account, don't worry. This is a known issue that we can resolve for you.
Why This Happens
SensorPush Gateways are securely locked to their associated account, similar to how modern smartphones are locked to an Apple ID or Google account. This security feature prevents unauthorized access to your sensor data and account. However, it also means that if a Gateway was previously set up on someone else's account, it cannot simply be reset and used with a new account.
The most common reason this happens is when Amazon's fulfillment center accidentally ships a returned unit instead of a new one.
The Solution
If you can get the original email and password, you can log into the account and remove the Gateway yourself. For detailed instructions, see: How do I remove a Gateway from my account?
If you only have the email address that was originally used (but not the password), we can help transfer the account to your email address. Contact us at support@sensorpush.com and provide the original email address. We can change the account email to yours.
If you don't have any of the original account information, contact us at support@sensorpush.com and we'll be happy to help.
Troubleshooting: No Sign Up Option
If you're setting up a new Gateway and only see a "Log In" option without "Sign Up," try these steps: Go into the same room with the Gateway and remove any Ethernet cable. Unplug the Gateway, wait a few seconds, then plug it back in. Confirm you see a steady blue light. Restart your phone. Make sure Bluetooth is enabled. Open the SensorPush app and tap the add button, select "Add Gateway."
If you still only see "Log In" without "Sign Up," the Gateway is likely locked to a previous account and needs to be replaced.
Contact Us
Please reach out to us at support@sensorpush.com and we'll get this sorted out quickly.