This is a new one - two boxes with identical serial numbers
So I submitted a support ticket this week for a failed sensor. Got an email back saying they needed more info, and to call them.
Finally got around to it today. I was using the serial number (line 21) off of the box, which I've always done. The CSR told me that serial # had already been called in. I was confused, so picked up the box for the sensor I'm currently wearing. SAME SERIAL NUMBER on both boxes. Same everything. I wouldn't believe it if I hadn't seen it myself. The CSR asked for photos.
Thankfully I had the applicators as well... the serial # on the applicators wasn't even close to matching the box. The app does report the same serial # as the applicator for my current sensor, at least.
Keep your applicators handy. Having worked specifically in packaging medical supplies (specifically, artificial heart valves), everything is supposed to have a clearly visible serial number on the packaging.
Line (01) is also supposed to be a unique identifier... that's the same too.