Regional lock issue on MOVA P50 Pro Ultra in Mexico making imported devices completely unusable

Hello MOVA team and community,

I am facing a major issue with my MOVA P50 Pro Ultra robot vacuum. I purchased the device, but the MOVA app is throwing a regional restriction error in Mexico, rendering the equipment completely unusable. After trying to resolve this directly through official customer support, I received no help or proper solution.

It is extremely frustrating to invest in high-end hardware only to find out that arbitrary software geoblocking disables the product outside of select markets, with no warning given at the time of purchase.

Many users in Latin America are dealing with this same restriction. We urgently request a software update, an option to change regions within the app, or a server-region transfer mechanism so we can actually use the products we paid for. Please escalate this to the development team for the P50 Pro Ultra

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Hello, have you already contacted our after-sales support? Could you kindly send us your support ticket number or email address via private message?

Currently, some models may trigger the regional restriction prompt. If you bring a North American version device purchased in the United States or Canada to Mexico, it will fail to complete network pairing. This usage limitation is specified on our official website: North American version devices are only supported for use within the US and Canada. We sincerely apologize for the inconvenience this brings.

Hello, yes, I have already contacted your after\-sales support, but unfortunately the agent did not offer me any solution to my problem\.

What I find especially concerning is that I purchased the device directly from the official MOVA store on Amazon Mexico\. If this North American version is not compatible with use in Mexico and cannot complete network pairing there, then why was this device being sold through your official store on Amazon Mexico?

As the official seller, you should have clearly informed customers before purchase that the device could not be used in Mexico due to regional restrictions\. This information was not made clear to me at the time of purchase\.

I understand that you now refer to the regional restriction policy, but this does not explain why a device with this limitation was being officially sold to customers through Amazon Mexico in the first place\.

I would therefore like you to review my specific case and provide a proper solution\. If possible, one option would be to unlock the device so that it can be used in Mexico\. Otherwise, I would expect a replacement with a compatible version or a full refund\.

I am very disappointed with this situation and would appreciate a clear response from MOVA regarding why this product was sold through your official Mexican store if it cannot actually be used in Mexico\.

I hope you can help me resolve this issue rather than simply referring me to the regional restriction policy\.