Cant Change the "Owner" acount

So I’ve been trying to change the owner account on my my cloud home duo.
the guide on how to do this is here:

I have held down the reset button three times to no avail.
the first 2 times it would go offline for a few minuets the come back up with the same owner
the final time it went of line and hasn’t come back up again. (its been 15 minutes)

Does anyone has any idea whats going on and how to fix it?


@123 in order to the device owner to change, the MCH must be in communication to the MCH cloud servers.
QUESTION: can you login to as the existing device owner and access the content?