Invalid serial number when trying to contact support.

Hi all. I ran into an issue today with my Razer Basilisk V2 and tried to submit a case to Razer support. However, when I enter my serial number and type in the description of my issue, it says "Invalid serial number", even though it accepted and recognized it when I was checking my products warranty. Any ideas what to do here? Also, if anyone has any ideas for the actual mouse issue, here's that. I purchased this mouse a few months ago and it worked as expected. Today however, I turned on my PC and my mouse isn't registering at all. I tried plugging it into every USB port, and into other PCs too. I have no idea what would cause this since I haven't downloaded anything recently. Thanks in advance!