Dreamstation 2 problem

I have a Philips Dreamstation 2 device I received after the first one was recalled. I’m trying to get it where it’ll sync with my Dreamstation iPhone app so I can view reports. Whenever I enter my device’s serial number I get a message that it can’t be added because it’s already associated with another account. To my knowledge I’ve never used another account with this device and no one else has ever used it.

I have contacted Philips for help but haven’t received a reply yet. Any idea what I can do to fix this problem?