Gateway Already Registered Error

Overview

If the Shipshape app says "This gateway already existing in another home" when you add a gateway, Shipshape already has this gateway registered to a Home. Each gateway can belong to only one Home at a time, so the app will not register it a second time. The message has a Report the Issue button, which sends a request to Shipshape support.

The causes below cover the usual reasons, each with what to do. Most take a minute to check.

Why It Happens and How to Fix It

1. The Gateway Is Registered to Another Home

The gateway was added to a different Home before, so the new attempt is blocked.

• Make sure you are signed in to the right account.
• Make sure you are adding the gateway to the Home you mean. Tap the home name at the top of the app to switch Homes.

Tip: This often happens when someone has more than one account, or was invited to another Home by a family member.

2. You Have More Than One Gateway, and the Same One Is Being Added Twice

If you have more than one gateway, for example one for your main home and one for a vacation home, the same gateway may have been scanned twice.

• Check the ID or serial number on the label of each gateway.
• Make sure you are adding the right gateway to each Home.
• Use the second gateway for the second Home, instead of adding the first one again.

3. A Second Copy of Your Home Was Created by Mistake

You have one gateway and one Home, but the error still appears. A duplicate Home may have been created by mistake, and the gateway may already be in that one.

• Check your list of Homes in the app (tap the home name at the top) or on the web dashboard.
• Make sure there is only one Home for your address.
• If there is a duplicate, check which one has the gateway. If it is in the wrong Home and you can open that Home, remove it there: Manager tab > Manage Network > tap the gateway > gear icon > Remove Gateway > Remove. Then add it to the correct Home. If you can't open that Home, contact support.

4. The Gateway Was Used in Another Home Before

A gateway taken out of another home, for example one swapped out during an installation, stays registered to that home until it is removed from it. If you can open the old Home in the app, remove it there: Manager tab > Manage Network > tap the gateway > gear icon > Remove Gateway > Remove. If you can't, contact support with its ID so they can remove it from the old Home.

5. A Rare System Error

Rarely, a gateway is marked as registered when it should not be, because of a problem on the manufacturer's side or a sync problem in Shipshape's system.

Contact Shipshape support. They can:

• Check where the gateway is registered
• Find the exact cause
• Fix the registration for you if needed

When to Contact Support

If none of the above fixes it, contact Shipshape support. Have this ready:

• The full gateway ID from its label, or at least the last 5 characters
• The name of the Home you are adding it to
• What the app shows, for example a screenshot of the error

Pro Detail

Shipshape identifies each gateway by a unique ID that comes from the gateway itself. When a gateway is added, Shipshape first checks whether that ID is already registered to any Home, and refuses a second registration. The ID never changes, so a gateway that moves to another Home has to be removed from the first Home and then added again.

Removing a gateway from a Home also removes from that Home the devices connected through it, and erases its logs and history. It can't be undone.

Quick Reference