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Trying to set up a new myQ router on my IPhone

A brand new MyQ WIFI asks for the Router Serial Number when installing on my IPhone and its APP, which after plugging in the exact serial number from the back of the brand new out of the bag router says " That device is on another user's account. Unable to add. (310)".  I'm  in the process of installing their gate mechanism and wonder if I am making a mistake in using their products.  How can a serial number from the back of a new device be in use by someone else?
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