Hyperflux V2 puck not working

got a Basilisk Pro 35K (which works and pairs fine with the included dongle), but putting in the Hyperflux V2 puck, it does not get detected by the mouse pad and does not charge.

I have uninstalled and reinstalled Synapse 4, and have also been trying to submit a ticket via your website, but it just gets stuck at "Validating serial number"