WD Support form

Can someone please let me know what I am missing here.
See attached PDF. https://dl.dropboxusercontent.com/u/79764928/WD_Form.png
It says I am supposed to enter the model number but there is no field available fro this.
I fail to see where this field is.

The actual issue that I want to get help with is connecting to WD MyCloud EX2 remotely via mycloud.com.
It repeatedly reports “offline” although it is possible to connect locally via network.

You should post to the dedicated EX2 subforum where people more familiar with the EX2 may be able to help. This subforum (My Cloud) is generally for the single bay My Cloud units.