I bought a used Cerbo GX from someone local on Marketplace. They were selling a whole kit taken out of a vehicle they bought with it installed. The Cerbo was already linked to a VRM account. I have contacted who sold me the unit, and they said the original owner passed away. Can someone at Victron help get my device connected with my VRM account?
EDIT: I can provide the device serial number or the VRM Portal ID when needed.
Hi @franz151
Try asking via this method first;
All going well, entering your serial number should connect you to the dealer who sold the product, who can then refer it on for recovery.
If you get stuck, please report back here and I can try another way.
In the long run it’s much more sustainable if the dealer network is comfortable with these kinds of enquiries, so it’s best we try that first.
Hello @guystewart
I tried that way first and the dealer first indicated there is no way to remove the old user and tried to sell me another unit at MSRP. When I questioned them they then recommended the form or the general Sales email for Victron. Someone from the sales email got back to me and seems they will be able to add the device to my account. Thank you.
Thanks for the follow up @franz151 hopefully it’s fully resolved soon and you are back in control.
The dealer cannot to do it themselves, but they can forward on the enquiry to their support contact.