If you are unable to pair your Phyn device to your home network and see the message “Pairing Error FirmwareError21. Please try pairing again.”, this indicates a backend registration issue with the device.
Why this error occurs
This error means one of the following is true:
The device’s MAC Address and Serial Number are already registered to a different Phyn account email
The device’s MAC Address and Serial Number are not correctly configured in Phyn’s system (blacklisted)
During pairing, the device firmware checks the status of its MAC Address and Serial Number. If either condition above is detected, pairing will fail and this error will appear.
How to resolve the issue
If the device was previously paired
Log out of the Phyn App account you are currently using.
Log in using the email address and password that were originally used to pair the device.
Once logged in to the correct account, the device should appear in the app as activated and online.
If you do not remember which email address was originally used, Phyn Customer Support can help recover the correct account.
If the device has never been paired before
If you are certain that neither you nor anyone else has previously paired this device:
Contact Phyn Customer Support.
Tell them you are seeing “Pairing Error FirmwareError21.”
Provide the following information
The MAC Address
The Serial Number
Both can be found on the white tag attached to the blue envelope that contains the Phyn Plus User Guide.
Phyn Customer Support will verify whether the device is already registered to another account or escalate the issue to correct the backend configuration.