Unable to Register EOS R5 Kit

[cravitz]

I purchased the R5 + 24-105 F4 Kit, but when I try to register it so I can activate my CarePak, the Product Registration page says "If you purchased a camera and lenses Kit, please select KIT PRODUCTS to find your product name." but this is impossible because the tab is disabled/doesn't work, and only the R5 body is available in the drop-down box.

How am I supposed to register, to ensure both products are covered?

[John_Q]

Hello cravitz,

The problem is the refurbished kits are not yet working with the CarePAK codes if this happens to be a refurbished kit. So refurbished products cannot be registered as a kit for now. You would need to register each item individually and add the code to the camera only. You can ignore the prompt to buy a CarePAK for the lens.

[MaineSar24]

I have the same issue. BUT this was not sold to me as a REFURBISHED kit; both camera and lens are new items.

[MaineSar24]

John_Q's reply indicates these kits are refurbished items. Mine was sold to me as new both camera and lens. And you?

[Stephen]

He wasn't indicating that. He said "if yours happens to be a refurbished kit." 

We'd recommend getting in touch with the CarePAK PLUS team. They're at 1-833-CAREPAK (1-833-227-3725)

[shadowsports]

Greetings,

The kit items are in the database > New as John_Q suggests

The CarePak team will be happy to help you get your CarePak activated as Stephen suggests.  😉

[cravitz]

So, the Kit option is only available when I register the product (which I was able to do). When I use the carepak e-mail link which shows its for the r5 kit with 24-105 lens, the Kits do not appear in the list - in fact the whole tab cannot be accessed. If I try to add the CarePak code in the email manually, it tells me the product serial number is invalid, which is not true because I was able to register it. Will try the phone number again, but first two times I called I got a message telling me they are closed.

[shadowsports · Accepted solution]

I've called for help once or twice.  Use the direct number if possible.  The general number for support also worked for me.  Both times they added the info for me.   Give them a call for help 🙂

Canon Support
1-800-OK-CANON (1-800-652-2666), this number has Saturday support too.  

[cravitz]

As an update: Canon Support was great - very friendly and helpful, and it took just a single call to explain the issue, I left them with it for a couple of hours to look in to and they had it all fixed and set up for me. I think in the end they applied it to the activation code to the body, but also cover the lens.

[shadowsports]

Appreciate the feedback. This has been my experience when calling as well.  Glad it worked out for you.