Adding Fob to the web doesnt work

Hi, we´re adding our Fobs via the app and one day later the Fobs are all in the web interface. If we merge them with existing web users the rights on the web users doesnt work with the Fob.
We had a test environment two months ago and this was no problem.
How can we solve that?

Our users only have fobs and we need to manage them via the web.

Thanks for your solutions.