Hey there,

I have a couple of devices that were initially connected to a Kasa account I had. Then I deleted that account, created a new account with the same e-mail address and when re-adding them and trying to enable remote control, they won't allow it saying there are bound to another account.

I contacted support according to the Why am I Unable to Enable Remote Control in the Kasa App? documentation, providing the serial, photos and MAC addresses in order for them to unbind them, but I've been going back and forth with them; keep asking me completely unrelated questions, not knowing what I'm talking about, passing me around with ~5 different support representatives that go back and keep asking for the same things, over and over. I've explained myself (and the issue) over from scratch several times and It's extremely infuriating; it's like talking to an AI. I'm at a point where I don't know if they are regular persons or a glorified chatbot replying from a script. Even after providing the link to your own documentation instructing them what the problem is and what they actually need to do, they keep ignoring it and coming back with random; unrelated answers as well.

@Tony @Riley_S I've seen you both very knowledgeable and talking about this before; knowing exactly what is going on. The latest response I just got from support is:

"We've got the reply from the corresponding senior engineer. They received similar feedback before but regrettably the cause couldn't be located and the issue still can't be fixed currently."

Could you please help me out with this? My case number is TKID250449196.

As I mentioned in the case, I used to purchase all my network gear from TP-Link, but this incident has really put this into perspective. If support has me waiting months to solve this smal thing (that you even have public documentation on), imagine how much it would take them to actually solve a complex case; if I ever had a "real" issue there!

Thanks in advance for any help you can provide.