Setting up hub again after a factory reset


I had to separate my mother’s hub from my account. So according to support’s suggestion I made a factory reset on it.
Now I am trying to setup again. All standard devices are installed.
But I also need to add some custom device handlers and smart apps.
However, on the IDE I can not see the HUB.
it says: **

“You don’t have any hubs yet. Please use the SmartThings mobile app to claim your hub.”


I can add the device handlers and custom smart apps on the IDE. However, I can not see them to add on the mobile app. So it seems that the mobile app can not sync with the IDE.
what is the problem ?

Look under My Locations and verify if you have more than one location listed there. And also, you are logging into her account?

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thanks. it was that my mother’s shard was changed to