You will need to:
Please provide the receipts and the photo of your Serial Number(Labelled on the lock's battery box) firstly.
Also, please provide your MAC address meanwhile. You can find it from the Settings page of your Ultraloq in the U-tec APP. e.g. 58:Y6:T7:XX:XX:XX
Note: We can only help the users who provide all of the information we requested, and ordered from us or authorized distributors to remove the device.
If this email is your email address, but the lock is not on your device list, the problem may be caused by you have input the wrong email address when you register the account. Normally this wrong email has a ".con" at the end instead of the ".com".
Considering customer security, we cannot change/delete the user account. The good news is, it is relatively easy for you to fix this problem by yourself.
In this case, please delete your current lock from the U-tec App via the current/wrong account you are using now.
The process explains in our article How to Reset Ultraloq Smart Lock to its Factory Settings? for your reference.
Steps: U-tec App > Your lock type > Settings > Advanced > Delete. <Please see below/attachment for your reference>