The app says my Smart Splitter is registered to another userUpdated 2 hours ago

If the NeoCharge app says your Smart Splitter is registered or assigned to another user, the device is usually still linked to an earlier NeoCharge account of yours. Here's how to get it back.

Why this happens

This usually happens when you sign in with a different method than the one you first used (for example Apple, Google or your phone number). That creates a second account, and your Smart Splitter stays linked to the first one.

Try your original sign-in first

1. Sign out of the NeoCharge app.
2. Sign back in with your original phone number, or whichever method you used when you first set up the Smart Splitter.
3. If you don't remember the password, tap Forgot Password on the sign-in screen.

If you used Sign in with Apple and chose to hide your email, signing in with your phone number usually gets you back to your original account.

Still says another user? Send us your serial number

1. Find the serial number on the label on the bottom of your Smart Splitter.
2. Send it to us through in-app support (shake your phone while in the NeoCharge app, see How do I report a bug in the app?) or email [email protected].
3. Our in-app support team will unlink the Smart Splitter from the old account. This takes 24–72 hours.

Reinstalling the app or resetting the Smart Splitter won't fix this, because the device is linked to an account rather than disconnected. Once it's unlinked, you can add it to the account you use now. If you need help with that step, see the Smart Splitter Setup & Connection Guide.