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Anti Theft not acknowleging new device

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I tried to get my ESET Smart Security Anti Theft to recognize a new device (I bought a new ESET contract using an existing ESET account). I have followed the online instructions re: how to add a new device. It isn't working. I've worked on this for the past 2 days. All I get is the page telling me to create a new account - which it then won't let me do because my email address is already associated with an existing account. But the existing account fails to add the new device when I try. Quick help would be much appreciated.

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