⚠️ Why can’t I add a new device?

Error message: “MAC ID already in use”

If you see the error message “MAC ID already in use” while trying to add a new device, this means that the device’s MAC address is already registered somewhere else.

🔍 Possible causes

The message usually appears because one of the following situations applies:

The device is already added in our system (even if it’s not currently in use).
The device is registered to another company on the same phone system platform.
The device is registered on a different PBX or provider platform altogether.

🧾 What to do next

If you’d like us to check the status of your device, please submit a support ticket including:

The brand of your device (e.g. Yealink, Gigaset, Panasonic), and
The MAC address of the device.

This will allow our technical team to verify where the MAC address is currently registered.

🧩 Possible outcomes

After checking the MAC address, there are three possible results:

✅ MAC address released
Our backend engineers release the MAC address, and you can add the device again.
🔒 MAC address in use by another company
The MAC address is linked to another account or PBX.
→ In this case, we cannot release it — you’ll need to contact that company directly.
🌐 MAC address registered with another provider
The MAC address is not in our system and is associated with a different provider.
→ We cannot see which provider holds it. You’ll need to contact the device manufacturer (e.g. Yealink, Gigaset, Panasonic) to request the release.

💡 Tip:
Before adding a new device, always double-check that the MAC address isn’t already assigned to another extension or PBX user.