Dell Support Not Recognizing Service Tag

We bought 2 new optiplex 9020 machines from dell.com in the US and they both arrived for two weeks, neither of the machines' service tag can be recognized when entered to dell support website, nor can digital delivery find the software we purchased with them.

We spent $100+ on acobat for each machine, which is supposed to be digital delivery, but now since the service tags are not being recognized, digital delivery can't find any software attached to this machine, we can't download them.

Tried to call dell and it never went through. Please help.