App says Device not found

Trying to set up Airconwithme again after whole setup lost and no record of my previous account.

Going through set up. Everything goes well connecting the little white box to my Wi-Fi. But when I want to add device in the app, and scan bar code, or type in manually, it says device not found.

Hope you can help

It may be because the device is already registered to a previous account. You will have to create a case at for assistance with this.