DSTV Now App

My boyfriend downloaded the DSTV Now app and tried to log in using our DSTV package. the thing kept telling him that the Cellphone was already registered to another user. i tried to get help from DSTV on twitter and instead of helping me when i sent them a photo of the Device ID they asked for they kept telling me that it must be copied and pasted. they refused to help me when they had the device id because it was not copied but a picture. We had the same type of device thus we could not register his phone on the app. poor service really.