When a factory reset is triggered from the dashboard, it does two things: it clears the hub's records on our system, and it sends a reset instruction to the physical hub device. The problem is that the instruction to the physical hub can only be delivered if the hub is switched on and connected to the internet at that exact moment. If the hub is powered off or offline when the reset is triggered, the instruction is lost — it isn't stored or retried later.

This means the system thinks the hub has been reset, but the hub itself still has its old device pairings stored locally. When someone then tries to pair it again, the two fall out of sync, which is what causes the "Already Paired" error.

Use the chat button in the bottom right hand corner and send our support team the serial number of the hub. Let me know you need the hub resetting. Please ensure the hub is on so it can receive the command.