Overview

When attempting to remove a device by its MAC address from the KBS Portal, you may be unable to do so if the device is still assigned to a given Subscriber. In this article, we explain the process to remove the Device when it is already assigned.

Prerequisites:

• Access to the KBS Portal with the 'Access' and 'Accounts' permissions

Solution

To remove a device assigned to a subscriber:

1. Search the device by its MAC address and identify the assigned Subscriber:
   

   

2. Search for the Subscriber, and unassign any devices from the user from its Subscriber page. The list can be displayed by clicking on the 'Devices' field:
   
3. After saving the user, attempt to remove the device again.  

<supportagent>

To check whether a user is able to remove these devices, you will need to check that their access level allows for these changes. To check this, you will need to head over to the parent Partner and look under Accounts > Access > Levels, and compare with the assigned level under Accounts > Access > Users:

</supportagent>

Verification

After unassigning the device, it should be able to be removed without issues.