Provision a device

Enter the six-digit code shown on the device.

Recover update access

1. Find device
2. Confirm & update contact
3. Investigate
4. Approval / status

Find the customer’s device, confirm its details, then investigate update access.

Find the device

Start with the customer’s email or phone. Use the device identity or recorded update reports if that does not find the right device.

Customer contact

Device identity

Customer email

Use an exact email address or a phone number with its country code. A gift may still be linked to the first recorded contact.

Matching devices

Select the device the customer is asking about. A contact match or error report does not establish recovery eligibility.

Confirm the device

Check the serial or device ID with the person contacting you before continuing.

If the device was gifted or the contact details changed, update the association separately. First recorded and previous links are preserved.

Selection and customer-record updates do not approve recovery. Direct investigation can proceed when customer records need separate follow-up.

Update customer association

Ask who currently uses this device and confirm their latest contact details.

What changed? Current recipient or contact name Email Phone, including country code

Provide at least one contact method. Include the phone country code, starting with +. Supplied contact details are not independently verified.

Reason for this change

Review customer association

History is preserved. This changes customer records only. It does not change fleet identity, credentials, channel or recovery eligibility.

Details supplied during a support conversation are recorded as such; saving them is not independent verification.

Investigation

Operator reason

Recovery permits old-credential exchanges for 15 minutes. Fleet identity, channel and installed content are preserved.

Authorize recovery

No replacement credential is issued by authorization alone. The device must make a qualifying request before recovery can continue.

Authorize forUnit

Operator reason

Choose whole hours or days, up to seven days. The deadline is fixed when authorized.

Technical details

Cancel authorization?

Stop future recovery exchanges. A replacement already issued remains valid.

Cancellation reason

Replacement use: Not yet observed
Saved on the device: Not confirmed
Update installation: Not confirmed

First replacement use does not prove durable save or retire the old credential. Cancellation or expiry closes future exchanges; an issued replacement is not revoked.

Cancel this recovery?

Close future old-credential exchanges. A replacement already issued is not revoked by this action.

Cancellation reason

Your operations

Resume an operation owned by your account. Terminal outcomes remain available for reconciliation.

Batches

Batches constrain which Fresh devices are eligible for approval. They never approve a device automatically.

Policy batches

Historical batches

Registry references are retained for audit. Eligible references can be made reusable.

Make historical batch reusable

Device ID prefix Fleet class Reason

New batch

Create a draft first. It will not affect device approvals until started.

Channel Batch ID Device ID prefix Reason

Batch details

Starting activates this batch for individual device approvals. It does not approve devices.

Note (optional)

Find device

6-digit Support code

Device review

Setup type: Not available

Serial: Not available
Model: Not available
Approval window ends: Not available
Channel: Not available
Batch: Not available

ChannelBatch

Baseline to install

Restart this unfinished setup?

Stop the old setup access. Its fleet registration and history will be kept. This step does not erase the device. You will prepare it next, then approve its new setup code.

Reason

Old setup stopped

Use the approved USB procedure to return this device to the factory setup screen. This clears its local setup and downloaded content.

Start setup on the device, then enter the new code it displays. The server will check that the code belongs to this same device.

New device setup code

Approve restarted setup

Original approved baseline — unchanged. A new setup attempt and access credential will be issued. The old attempt remains in this device’s history.

Reject reason

Completion evidence