I get an error when I ask for support

My MacBook Pro 2019 is not turning on. It was just from one day to the next one without previous issues. I tried to ask for support using Apple Support app from mi iPhone, but I’m getting an error saying: “Unable to load support option. We’re sorry this product is not supported for service”. I don’t have the same problem if I ask support for other devices (some of them are even older than this MacBook)