Things to check:

Be sure that you are entering your 12-digit serial number correctly. See the image to locate your CEIVA frame's serial number.

Make sure the CEIVA frame has been unregistered from any previous owners. To unregister your CEIVA frame, log into your ceiva.com account and go to My Frames. From there click on Frame Settings link for the specific frame you wish to remove. From there, click on the Remove button.

If you need help, you or the original owner can also call our U.S.-based Customer Care Team toll-free at 1-877-MYCEIVA (1-877-692-3482) and we will assist you.