Customer support doesn't know how to read an email.
Writing this as dealing with them is like banging your head against the wall, my device started to fall apart after just regular use, I messaged them, sent a video about the issue, gave them a copy of the receipt, explained that I didn't have the box to get the code from, but they replied asking for it again, I think I've told them three times now that I don't have the box, it's as if they can't read, or don't bother. Also asking me for a code from the side of the device... THERE IS NO CODE ON THE DEVICE!! Never was, and it was bought from a legit seller in the UK. Just a bit annoyed, but as it was a fairly cheap vape, I'll go buy another one.. but from a different brand, I wouldn't recommend their products after this. Since when did you need the box to get the serial number for a device, it should be on the device, they claim there's a code on it which is nonsense, they don't even know their own products. I thought all products by law are meant to have a years warranty.