Registering Drobo

I am trying to register my Drobo, and I keep getting either one of two messages returned.

  1. Your Drobo is already registered.
  2. Please register.

When I look at my Products, despite stating that the Drobo is already registered, I cannot see it as one of my products. I requested that the previous owner deregister - which they have, but I am unable to register my Drobo, so cannot configure some apps.
Contacted Sales who requested may email address and serial number but have not had reply.