PEARL Error: Movement of a Device Within a Customer’s Chain Is Not Supported at This Time

Overview

When setting up your PEARL on Wi-Fi, you may encounter the error message:

“Movement of a device within a customer’s chain is not supported at this time.”

What This Means

This error occurs when the PEARL device is already linked to another location. 

Why It Happens

1. The device was previously installed under a different account (e.g., another store or a test account).
2. The location was removed, but the device was not properly released before attempting to add it to a new one.
3. The unit was purchased second-hand and remains tied to the original owner’s account.

How to Resolve

1. Check Your Own T.M.A.S. Account

• Before contacting support, verify whether the PEARL is already registered under another one of your store locations in T.M.A.S.
• If it is, you may only need to remove it from the other location before re-adding it to the correct one.

2. Confirm Ownership

• Ensure the device belongs to your store or chain and that you have permission to use it.

3. Contact Storetraffic Support

• Provide the MAC address of the PEARL (found on the device label).
• Our team can verify the device status and, if appropriate, release it from the old account/location.

4. Re-add the Device

• Once released, you can add the device again through your TMAS dashboard and connect it to your Wi-Fi.

Best Practices

• Always register PEARLs to the correct account during the initial setup.
• For new installations, confirm your devices are unlinked before beginning setup.

Frequently Asked Questions (FAQ)

Q: Why am I seeing the error “Movement of a device within a customer’s chain is not supported at this time”?
A: This means your PEARL device is already registered to another account or store location. Each device is uniquely tied to one account at a time, so it must be released before being reassigned.

Q: Can I move a PEARL device between two of my store locations?
A: Yes, but the device must first be removed from the original location in your TMAS account before it can be added to a new one. If you’re unsure, check your existing store locations in T.M.A.S.

Q: What if the PEARL was purchased second-hand?
A: The device may still be linked to the original owner’s account. In this case, you will need to provide the MAC address to Storetraffic Support so they can verify ownership and release the device.

Q: How do I know if the device is already linked to one of my locations?
A: Log in to T.M.A.S. and check your store locations. If the PEARL is listed under another location you manage, remove it there before re-adding it to the correct one.

Q: Who should I contact if I can’t resolve the error myself?
A: Reach out to Storetraffic Support with your device’s serial number. They will help you confirm its status and release it if necessary.