android zero-touch can't add device , error = device already claimed

[erickono]

we can't add an Android device with IMEI on customer Android zero touch portal , error states = device already claimed 

please help  ..we factory reset device and remove it from MDM Blackberry without any success as error persist 

[jasonbayton]

Hi there,

Adding devices can only be done by a reseller. If you're seeing a claimed message it's because that IMEI has already been uploaded. 

If you own the device in-hand, reach out to the person(s) with reseller status to remove and register it under to appropriate customer account.

[erickono]

thank you Jason for your feedback, we are the reseller that trying to add device in zero touch portal and got in return this error message .. we get in touch with customer to be sure that the device has been never added by another reseller before  ..

[jasonbayton]

If it's a new device it could well have been erroneously registered as a typo by another reseller. 

If neither you nor the customer see it in your respective portals under an IMEI (or SN for WiFi devices) search, you should raise a request in the partner portal to escalate to the ZT team with proof of purchase