Dell service tag find no match

have you ever found this occur to you?

A client sent a genuine s.t.  I copy paste in Dell prod support

no match

"There is no match for that Service Tag or product ID. Please try again, auto-detect or choose from all products"

occurred for more than one tag

and these are not legacy desktop models.  some are 2016 some 2023.

I can not paste it here.  I do not think there was a typo in the tag either