Gateway registration issue

I'm having trouble registering my gateway.

Problem #1: I cannot log on to the AU server, I can only access the EU server. I get a certificate request which fails to authenticate on the AU and US servers.

Problem #2. When entering the device MAC (from local router) as 40-d6-3c-03-0d-XX the format check fails. I have tried following formats: 40:d6:3c:03:0d:XX and 40d63c030dxx. All there formats fail.

Problem #3: the serial number is not recognised - I get a message with "Error object does not exist" when trying to register the gateway

Hi Jean,

Sorry for the inconvenience caused!

We can't find your MAC address in the database, can you write to This email address is being protected from spambots. You need JavaScript enabled to view it. with your mac address?

We will be able to solve your problem ASAP.