installing ring video doorbell

HiI have just purchased a new ring video doorbell and downloaded the app and registered our details as owner such as home address, email address, password and gave name to the device. then we connected it to the wifi but when trying to pair it, after a little while we are getting the message that 'This device is still registered to its owner' and won't let us proceed. It seems to be very easy to set but for some reason we are not managing to succeed and we are stuck at this point. To be honest it's been very frustrating. Could you assist us please? The item is brand new. many thanks keith