VOIPo Support Says Device Not Registered

I thought I would throw this out for what it is worth. I created a ticket this morning--ACI-738189--and had two different support people inform me that my device, PAP2T, was not registered. When I went into vPanel to check my device, it showed that in fact it was registered. So I am wondering why there would be a discrepancy. If support tells me that my device is not registered, is that a concern? Thanks for reading.

I see you have two accounts in the system. One ending in 32 (registered) and one ending in 25 (not registered).

Could they have been looking at the wrong one?

Thanks, Tim.
If you read the ticket, you will see the incident was precipitated by me calling my not registered account (25) from my registered account (32). I am sure you have diagnosed the situation correctly.