Model Identification and can't get tension set correct

My wife has a Janome, serial No 131118853 and we cannot find what model it is so we can obtain a manual. The other issue is my wife cannot get the tension set correct, the cotton from the bobbin side bunches up and changing bobbins doesn't help. We've tried the Janome site but it is a user unfriendly setup, I cannot believe in this day and age a serial number I.D. chart is not readily viewable.
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