Need help registering a COSY- wondering if it is already registered to an account

Is serial number [moved to staff note] already registered to an ecatcher account? Customer thinks it was new out of box but they are not able to register it.

Thank you for your request, I see you have submitted a ticket at our support portal. We will reach out to you shortly.

For future requests of this nature, please submit a ticket to our support portal so the local support team can assist. You can find this portal at