Oh, I thought you use official d2h app, @dino29 bro's solution is right, From now you should ask your customers about package details before RC if you caught in same situation
I was facing similar type of problem from last one month. Wasn't able to get the details of one of my stb out of 3. There wasn't any help i got from cc. I tweeted several times on their twitter page but got only assurance. Also they called me 3-4 times. Yesterday when i checked my account, i found the details of all of my stbs. It was a very bad experience.