I am sorry that happened. Are you sure that you are logged into the correct account that's associated with the lock? I would verify that first, and does anyone else have access that may have removed it from your account? I can tell you that without being able to manually check on the lock itself, there is no way around this issue unless you have someone who can do it for you there. I would have them factory reset the lock and get it added back into your account if its truly gone. If you have further questions, I would suggest you reach out to Yale support.