MOVA 600 – unable to unbind from previous owner’s account – support request pending

Hello,

I need help with account unbinding for my MOVA 600 robotic mower.

I legally purchased the mower from a Polish retailer as a customer-returned/used product. Unfortunately, when I try to add it to my MOVAhome account, the application displays a message saying that the robot has already been bound to another account.

I have no contact with the previous owner because the mower was purchased directly from the retailer after a consumer return.

I contacted MOVA/Dreame support on September 26, and I have already provided the necessary information and proof of purchase. I also contacted the Polish helpline, but they informed me that they cannot perform the account unbinding themselves and that it has to be handled by technical support.

I am still waiting for the device to be unbound.

Model: MOVA 600
Device model: MLM1110
Serial Number: G2405B52FWE0008432
Purchase date: September 21, 2026
Retailer: M2 Trading sp. z o.o., Poland

I can provide the purchase invoice, photo of the serial-number label and screenshot of the MOVAhome account-binding message if required.

Could a MOVA/Dreame representative please check the status of this case and help escalate the account unbinding request?

I would really appreciate your help, as I have a limited return period with the retailer and currently cannot properly configure or test the mower.

Thank you.

TranslateView Original Text

Hello, could you please provide us with your ticket number? You will receive a ticket number once you have contacted customer‑support successfully, so that we can check the status of your case for you. Please do not worry.
In addition, below is the contact information for the Poland region, please keep it for your reference. Looking forward to your reply.

Hello, thank you for your reply.

Unfortunately, I have not received a ticket number.

I first contacted the Polish MOVA/Dreame customer service hotline. I was informed that they could not unbind the mower themselves and that I should submit the request to Dreame technical/service support, which I did.

I contacted Dreame support regarding the account unbinding issue. On September 27, I received a reply from Dreame Customer Service confirming that my case had been forwarded to the appropriate department for further verification and that I should wait for further information.

However, no ticket number was included in this email, and I have not received any further update since then.

I am attaching a screenshot of the email from Dreame Customer Service confirming that the case was received and forwarded internally.

My device details:

Model: MOVA 600
Device model: MLM1110
Serial Number: G2405B52FWE0008432
Purchase date: September 21, 2026
Retailer: M2 Trading sp. z o.o., Poland

I can also provide the purchase invoice, photo of the serial number label and screenshot of the MOVAhome message showing that the mower is already bound to another account.

Since the request is already registered in Dreame’s support system, could you please locate the case using my serial number or help me obtain the ticket number and escalate the account unbinding request?

Thank you very much for your help.

Hello，We have sent you a private message.

Hello, the device has been unlinked. You can now reconnect and bind the device directly using your original account.