"The Serial Number you provided does not match the records in our database"

That usually means the serial number is either associated with a very newly acquired device, or is somehow problematic.

If it’s the former, wait a day or so and check again.

If the latter, you’ll need to chat with the folks at Apple.

Go to Settings > General > About > Model number and post both of them (tap on the number to change to the other one) here.

I have the same issue. Pretty sure I entered the correct serial number and it is an eligible device

I am having the same issue on both iphone 7 devices - both purchased from US from my carrier. The serial #s are from smartphone' s setting -> General -> About.

Also tried doing search from the search tool with correct details provided. In both cases for both devices, it does not take my true serial #. Why and how does one claim for smartphone performance claim. Database is severely incomplete and so is inadequate and unnecessarily complex claim process.

United States District Court for the Northern District of California please take notice as too many users are left out in the process - intensely or not!!

Yes I bought it in the US and I used it in the US with a US phone number

Does that serial number match the serial number on your account page? See the "If you don't have your device" section in:

Find the serial number or IMEI on your iPhone, iPad, or iPod touch - Apple Support

I have the same problem too.. I copied it from my phone so it’s impossible to be wrong.. my phone is iPhone 6s.. I tried on the device it self and other different devices but still says I didn’t provided the correct one.. Why it’s giving me a hard time to get my $25?

Is this a phone that was purchased and used in the US market? If not it will reject the serial number.