Why am I seeing the onboarding error "Unable to submit…The device already exists," and how can I resolve it?

This error typically appears when attempting to onboard a Verv device that shares a serial number with one already registered in the system. It often occurs if the same device is being reused without first removing its previous registration from the cloud.

Common scenario:

• The Verv device connects to the internet successfully (indicated by a solid white LED).

• The metadata in the cloud is outdated or incorrect, causing a conflict during onboarding.

Recommended solution:

1. Confirm Internet Connectivity
   If the device's LED is solid white, it has likely connected to the internet successfully, and the error relates only to cloud metadata.

2. Remove the Existing Device Entry from the Cloud

   • Go to the staff admin portal: admin.verv.energy

   • Navigate to the Devices tab via the left-hand menu.

   • Search for the device using its nickname.

   • Click the bin icon to delete the device entry.

   • If you don’t see the bin icon, request delete permissions from the tech team.

3. Important Note:

   • Only devices assigned to the business name “Verv” can be deleted. If necessary, edit the business name to “Verv” before deletion.

After deletion, you can re-onboard the device with the correct metadata.