HP's support site is not recognizing the PC's serial number

[bunchofnumbers]

We have a question about the games we selected when we ordered an HP Victus. When we try to look up a phone number to call, this site first wants the serial number. So I copied and pasted the serial number listed on my HP's My Products page and hit enter. Then it tells me to enter a valid serial number. So now we're stuck because HP support won't recognize its own serial number for a product. I am not impressed with HP's "support." 

[Sneha_01]

Hi @bunchofnumbers 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I understand your frustration with HP support not recognizing your laptop's serial number. It can be frustrating when you're trying to get help, and the support site doesn't cooperate. Let’s walk through a few things you can try to resolve this issue.

1. Verify the Serial Number Format

Sometimes the serial number can be tricky due to extra spaces or characters. Make sure you're copying the serial number exactly as it appears on your device. Here's how you can double-check:

• From the HP Sticker: The serial number is usually located on a sticker on the back of your laptop or inside the battery compartment (if the battery is removable).
• From BIOS: You can find the serial number by checking the BIOS settings:
  1. Turn off your laptop.
  2. Turn it on and press Esc (or F10, depending on the model) to enter the BIOS/UEFI.
  3. Look for a section that lists the system information. Your serial number should be displayed there.
• HP Support Assistant: If you have HP Support Assistant installed, open the program and check under the My Devices section. It should show the correct serial number.

2. Double-check the Serial Number on HP’s Official Page

Sometimes, copying and pasting can introduce errors (such as an invisible extra space at the end). Try typing the serial number manually into the HP support search box. Make sure there are no extra spaces before or after the number.

If HP’s support site doesn’t recognize the serial number, try searching by the product model number instead. You can often find the model number on the laptop itself (like on the bottom sticker or under the battery).

• Example: Instead of entering a serial number, enter something like "HP Victus 16" or the specific model number printed on the device.

5. Try Different Browsers or Clear Cache

If you’re using the HP support site in a browser, sometimes cached data or settings can cause issues. Here’s what you can do:

• Clear your browser cache: This can sometimes resolve odd issues with websites not working properly.
• Try a different browser: If you're using Chrome, try switching to Firefox, Edge, or another browser to see if it works better with HP’s website.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support