When a customer has been created or orders a second remote, it is important to link the remote to their account. Otherwise, the customer will not be able to see their remote in the Customer Portal and will also be unable to create a ticket with this remote.
Follow these steps:
When logged into the dashboard (Partner Portal), click on "Customers"
Filter for the correct Customer
Click on the Customer. You will see multiple categories, then click on "Connectors"
Click on "Add Connector" (located in the top-right corner of the screen). Here you will see the list of all available connectors. You can search for the correct connector number and click "Add"
The remote is now linked to the customer!