Please read on for help in resolving this issue.
It may be that you are entering an incorrect number, perhaps the MAC address which is a 12-character number, instead of your IHD MAC or GUID ID which is 16 characters (e.g. AB-C2-12-34-56-D6-8E-99).
TIP: The last digit of your MAC/GUID number will be prefilled in the app to help you locate the correct number on your In-Home Display (IHD).
Please send us an email at email@example.com if you need any further assistance.