Issues with registering products on My Canon Account

[Gshepherdmom]

I just bought a Canon R3, RF 100-500 and control adaptor from Adorama brand new and the website keeps saying something went wrong when I try to register them. Also, it says I have no products registered under my account when I have a 5d iv and many lenses that I registered as well as purchased care pack for some of them. Has this happened to anyone else?

[Hazel_T]

Hi Gshepherdmom,

I'm sorry to hear you're having issues with registering products on your account. It would be good to double check the web page you are using to log in. You can log into your account HERE.

If the issue is continuing when you log into your account there then we would recommend trying a different web browser. Sometimes parts of the web page could not load correctly in one web browser, but does load in a different one.

If that doesn't resolve the issue we would recommend clearing the cache of your web browser to see if that helps. If the same thing is happening after trying those things we would recommend calling the phone support team at 1-800-652-2666 from 9 a.m. to 9 p.m. Eastern time Monday through Friday. At that point we would need to trouble shoot the account itself, and for security reasons we would need to do that by phone.

[Gshepherdmom]

Thank you, I will try that. I have already called and it has confused Canon as well because my registered items show up under CPS but not under my regular account. I still can’t register my items but they said they are working on seeing what the problem is. The nice lady that helped me agreed that it doesn’t make sense.

[shadowsports]

Greetings, 

The most common cause for this issue is using different email addresses for your accounts.  I don't know if this applies here, but this a common cause for this behavior. 

I'm sure support can help you figure it out.  They can also assist with product registration issues.   🙂

[Gshepherdmom]

Thank you for the reply. I called service and they said it was all fixed. Well, nothing got fixed at all. I'm still sitting here unable to register any of my new equipment. I emailed them and they never replied so I guess I have to call again. I only use one email address so that's not it and I've tried using different web browsers and that didn't help either.   It's very strange.

[Stephen]

Hi there, Gshepherdmom!

If you called and it was identified that there was an issue with the way your My Canon Account is communicating between our servers (multiple systems have to speak correctly with each other to make everything work the way it should), then the agent would have had to put in a ticket so IT can determine what is causing the issue and then resolve it. Depending on the complexity of the situation and their workload, it can take a bit. 

In the interim, we ask that you please keep your proof of purchase in a safe place - that is how we can verify your warranty and service entitlements. Rest assured that should you need service or support, we will be able to help whether your products are registered or not. We realize this is far beyond your control. 😊