The first 8 digits of the serial number must be chosen from the drop down box and the last 5 digits of the serial number must be typed into the box next to the drop down.
If the issue still persists or does not find your 8 digits, please fell free to contact us at
Toll Free: 1-833-333-1033
Hours: Monday - Friday from 9AM to 6PM(PT)
Contact form: https://balmuda.zendesk.com/hc/en-us/requests/new