Make sure you have confirmed the customer's vehicle MMY (Make, Model, Year. This can be done with certainty using the VIN). Some years have mid-year models so it may be beneficial to check the year prior or after the cars model year.
Ask if the customer's key is aftermarket. If it is not an original or matching factory key, it will likely not be supported in the machine.
If the machine still does not display their key type, it may not be supported in the machine due to special programming requirements or inventory limitations.
If you have doubts that the products displayed are not accurate, call Customer Technical Support to confirm: 1-877-765-7269.