I purchased a V15 defect about a month ago and registered it in the Dyson app. The battery stopped working, so I charged it overnight and cleaned the filter, but the machine still won’t power on. The LED lights flash blue. I contacted support to ask them to send me a replacement battery, but the agent says he can’t locate my account. This doesn’t make sense because I am logged into my account on the app, speaking with him. 
 

I try going on my laptop instead, but the issue persists- the agent says he can’t locate my account, even though I am logged into my account chatting with him. This leads me to discover that while both my Dyson products show up in the app, only the AirWrap shows up when I log in via a browser. I try re-registering my V15 on the browser, it says it’s successful, but when I refresh the page, it doesn’t show up under my machines. 
 

So I am stuck in a loop. I can’t use my vacuum, they won’t send me a replacement battery without my account information, but I have an account they can’t locate. I spoke with 3 different agents and none of them offered me anything other than creating an account for me (which I already have and don’t want to duplicate for fear of further issues), or paying full price for a replacement battery. Can anyone help?