Region Locked [Mexico]

I purchased my vacuum a couple days ago, worked fine for those days ive tried to use it today august 25th and im region locked my region is mexico and i set ir up as that, i purchased my mova through amazon official mova

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I have the same problem. Mine has been working for months and same issue.

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P10 Pro Ultra region locked in Mexico — purchased through MOVA Store on Amazon Mexico

Hello everyone,

I’m hoping someone here can help me with a region-lock issue on my MOVA P10 Pro Ultra.

I purchased the robot through Amazon Mexico (Amazon.com.mx), from the MOVA Store. The listing showed the price in Mexican pesos, allowed delivery to Mexico and stated that import fees were included. It did mention that the product was sold by Amazon United States and imported into Mexico, but I did not see any warning stating that the robot would be region-locked or could stop working in Mexico.

The robot initially worked normally. I was able to activate it in the MOVAhome app, create maps and use it for cleaning. Later, the app suddenly displayed:

“The current region does not match the model.”

I contacted MOVA Mexico support and was told that my unit is a U.S. model and cannot be unlocked by them.

I have read that some users with this same regional restriction have successfully had their devices unlocked by MOVA, so I would especially like to hear from anyone who has gone through this process:

Who exactly did you contact? Was it MOVA U.S. support, app support, or another department? And what information did they request in order to unlock the device?

I have my Amazon Mexico proof of purchase, screenshots of the original listing, the error message, and the device information available to provide privately to MOVA support.

I would really appreciate any guidance from someone who has successfully resolved this issue. Thank you!

Same issue. Bought it from Amazon Mexico, worked for 2 weeks then got that same message, I've reached support, told me they would escalate to tech team, waited a few days just to be told to get a refund.