Q: i went to the apple store in Dubai to exchange my iphone which has facetime in it. The guy at the apple store said that my phone is not registered with apple, why is that so and how it can be fixed?

I have a new iphone 6s plus 64 gb in original packing. I went to the apple store in Dubai (UAE) to get it changed as it does not have some featured in it (facetime). The tech support over there told me that Apple's system is not recognizing my iphone because of serial number.

Why is that so and how it can be resolved?

Please note this phone was purchased from Saudi Arabia and given to me as a gift. I live in Sydney, Australia and am currently in DUbai for a family visit.

Ayy help will be highly appreciated.

Best Rgds,

Hani Imran