Mop pad Issues!

I have loved our vacuum but over the last month, it’s barely working because it constantly thinks it’s mop pads are on when they’re off,  off when they’re actually on, and struggling to dock.  I can’t find any help that works and to send in a service request I need to know when and how we bought it which my husband can’t find (even though it wasn’t cheap) I am beyond frustrated because getting help is almost impossible. We just moved into our brand new house that could really use a working vacuum - and even though I am constantly using a regular one, relying on this would be nice - again, especially considering that they aren’t cheap by any means.