Hatch Restore 2 Night light

I cannot connect to this Hatch. It is NOT fully refurbished. The original user has to deregister the device or add me as a second user, which seems like it might not be possible. Can the seller please look into this issue? The prompt when trying to connect via Hatch app says all of this and that none of the rest or restore products are able to register beyond one user. So idk why this wasn’t done. Incredibly frustrating and such a waste of time and money. If I do not hear back I will be sending back for full refund.