Is there an issue with enterprise activation is BIS is already setup?

This has happened to me twice. I had a user switch from an old blackberry to a torch. I logged into BIS and told it to switch device, then I go to find the BES activation and it isn't there.

On the one user I just worked with over the phone, she has a Enterprise Activation as a service book.

I had to install BB Desktop on her laptop and enterprise activate over the VPN with her Outlook profile.. Which did work.. so that's good..

Anyone else see this? I am 98% sure that both accounts have full BES provisioning. I know both BES servers are setup correctly for OTA activations.