DSTV decoder serial can't be found!

I have a explorer 3A decoder which I brought back from Botswana (serial. A***). I have tried to link it using the app with no success. I phoned the call centre and the international call centre and the only response I get is that we cannot find it on our system. Then I get told to take it in to a centre where they'll check it for technical problems or I must buy a new one. What the hell guys?!?! It says DSTV on the decoder, if it's not on your systems that's not my problem. You need to find a way to add it, it's not the customers fault that you haven't kept full records.