Pro Support Chat Option not available

Hi There,

I need help with an urgent query. I have a end user who is having startup issues with his Dell but when he is trying to log a support request on the Dell Support Site the Chat to Technical Expert option is missing. He has Pro support which runs out net year 2026. When he contacts the dell number provided he gets send back to the website.

However when I enter my serial number on the website it gives me an option Dell Support Conceirge.