Tonex One won't register

[RyanMontague]

Hi all, I just received my Tonex One today and when attempting to register it, I receive the following message

The provided serial number cannot be registered (code -1)

Any tips on how to proceed and get this registered?

[RyanMontague]

I just tried to register via the app, and received a message that this product was already registered by another user. Apparently I was sold a used and returned product.

[Peter_IK]

That may not be the case, there have been duplicate cards and other issues (like that first registration may have thrown the error and then marked the serial used, or something different) so please reach out to IK Support via https://www.ikmultimedia.com/contact-support/hw and they will assist you. If you bought it from a dealer and have concerns that dealer can also assist. Thank you.

[RyanMontague]

Thanks, I submitted a ticket, and they reset the serial number (after having me send proof purchase.)

Now I have the Tonex app downloaded and open, but cannot connect to ToneNet. And when I try to log in to ToneNet it says invalid credentials, even though I'm using the same username and password. Any tips?