Serial Number not in serial number database and want to change switches

Hello! A little over half a year ago, I purchased the Razer Huntsman Elite with the clicky switches. It has been awesome! But recently, I have changed working environments. The clicky switches are simply too loud! For about a week now, I have been trying to get in contact with the Razer support through ALL methods. With the live chat, I cannot be connected to an agent. The one time I connected to an agent, they ended the chat about 30 seconds after us connecting. With the support number, I was unable to connect with anyone as well. I called roughly 3 times. Now, I have also been trying to submit a case through the support.razer.com, but my S/N is invalid, and says it cannot be found in the database. So, in the end, I have two questions; firstly, am I allowed to exchange my clicky switched keyboard with a linear switched one (even if there is an up charge), and why is my S/N not working? I’d be happy to supply the S/N, but I need to know that it is safe! Thank you much!