Helm Help with Restore

Hi All, I have been having issues getting a hold of support for helm to fix my issue and I am hoping that someone else might have ran into this issue and might have some suggestions how to fix it. My helm malfunctioned and I was sent a replacement device. When I try to restore to the new device, I get an error that I am not using the administrators device to trigger the restore. I am currently using the same iPhone that I used to set up the first helm but I have since upgraded the iOS. Not sure if this is the issue but any advice that anyone has how I can get the restore to happen successfully would be greatly appreciated.