Can't register product in Acer portal, but warranty check works. Need help

Hello,

I tried using the CustomerSelfService portal but entering my serial number gives me the following message:

"Problem in getting product information. Contact Acer Support as referenced in your Support Information to register your query."

However, when I put the same copy-pasted number into the warranty check, Acer has no issue finding the product to tell me it's not under warranty. The live chats are only for products in warranty (which I tried also and was rejected since they were able to find the info and know it wasn't under warranty) so I can't get in any form of contact with Acer to see about getting a panel repaired.

Any help would be appreciated.

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sri369

Is that a refurb? Or did you get a used one? Sometimes stores too register accidentally (it happened to me once when store registered and i had to do a transfer from store to my personal account showing my purchase receipt as proof of purchase and activating warranty from my date of purchase.

billsey

You can also get that if you are in the wrong site for your country… A UK model won't show up on the USA site, for instance.

huntb95

Nope, it was brand new from Amazon from 2018. There's no indication of it being a UK model, is there any sort of code baked into the S/N that would confirm this?

billsey

Ah, from 2018 means it's well out of warranty, and has likely been purged from the database.

sri369

You cannot claim warranty, but you may be able to register the device on portal. I was able able to register device from early 2022, but like @billsey mentioned 2018 might be too old to register. On a side note, the "my products" page shows my Acer laptops all the way from 2018.