please help with unknown serial id

I'm using razer deathadder essential but I want to change the debounce time on the software but it always shows "unknown serial id" whenever I try to put mouse in the website warranty thing I use the serial id of my mouse and the box also the rz thing their correct but its always showing "unknown serial id" whenever I use the box and the mouse's serial id it still says "unknown serial id" please help also I don't actually know if it is unknown serial id or something else