If you are unable to pair your Phyn device to your home network and the message “Pairing Error FirmwareError21 Please try pairing again” is displayed, this is an indication that either:
- The MAC Address and Serial Number of your device are already registered on the backend against a different email address
- The MAC Address and Serial Number of your device are not correctly configured on the backend - (Blacklisted)
During Pairing, the device firmware checks the status of the MAC Address and Serial Number.
- If the MAC Address and Serial Number are already registered and paired in our system against a different email address this error will be displayed
- To resolve, in the Phyn App log out of Account Email and Password combination you were using to attempt pairing. In the Phyn App log in to the Phyn Account Email and Password that was originally used to pair the device, if you remember it. Once you are logged into the correct Phyn Account, the Phyn device should appear in the App activated and online against the correct email address. If you don't remember the email account you used, Phyn Customer Support can assist.
If you or nobody else had never attempted pairing the Phyn Device before, please contact Phyn Customer Support. When you are speaking to Customer Support, mention the error message: ""Pairing Error FirmwareError21"". Provide Phyn Customer Support with the MAC Address and Serial number printed on the white tag attached to the Blue envelope containing the Phyn Plus User Guide. Phyn Customer Support can either verify that the MAC address and Serial Number are already registered to a different email address or if the MAC Address and Serial Number are not registered, they can escalate to have the configuration issue resolved.