Hi there @saigurl20 ,
I can feel your pain, and it’s truly heartbreaking to hear what happened to one of your little ones at such a young age.
If you haven’t already, check out what @Lindaru shared regarding her experience with a similar issue involving her AIBI in the link below. It might offer some guidance to help resolve the issue. Crossing my fingers and wishing you both the best of luck!
Otherwise, the best thing to do is to contact the living.ai support service.
best regards