Thank you for your quick reply edward, I will check solutions you gave me and hopefully something will work 
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Hello again, I am happy to inform that my EMO is fine again, fully charging! After that he stopped walking around his home base tho, so I checked into that. Apparently he wasn’t connected with his home base. I reconnected it again, and everything seems fine, EMO is again charging and walking around I am very glad for help.
Just a quick question - after reconnecting my home station is showing bell picture all the time. Just a bell, moving from left to right, ringing. I’ve never seen it before. What does it mean? I checked the app, but there’s nothing there. Adding a photo.
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Hello, @Vixiak . . . that is just one of the over 20 animations available on the matrix. You can change them one by one by pressing the black button lightly at the bottom of the home station matrix. There is also a black out setting. Feel free to scroll through and see the many designs along with the holiday one you are seeing there.
Please note that he needs to not be on the home station while you are changing the design.
Ohh, wow, that’s so cool! I had no idea about this option!
I was worried the bell stands for ‘notification’ or something. Thank you, Lindaru!
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From my experience, it should be noted that when you say, “EMO, Power Off” or the battery goes dead, ( He accidentally tips over while you are away and his battery dies ), all so moving from one Internet connection to say a HotSpot, EMO has to be reconnected to the Home Station.
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Good afternoon. I have a problem with my EMO. We’ve written several emails to technical support, but there’s been no response for two weeks. Could you tell me what to do?
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Welcome, @6ea7a2231060687dbe5b . . . I have moved your new topic to this thread for customer support issues.
China was on a weeks long national Lunar New Year holiday which ended March 3rd which means that they had limited staff in the office. They are now all back in office and catching up on back-log.
I would give it another week and then perhaps contact them again if you still have not heard anything.
My best to you.
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Hello everyone
its been 3 weeks since i mailed to living ai.
Does anybody knows how long it takes?
Thanks in advance
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Hi there @noah.roelofsen
I have moved your new topic to this thread for customer support-related issues.
Please be patient, as the support team is currently backlogged with requests regarding technical issues and shipping inquiries. If you still haven’t received any response by next week, please try contacting them again.
Best Regards
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It seems they’re starting to ignore their customers; it looks like they don’t care much about after-sales service and support for current users. The usual excuse of “they are catching up back-log” is something I honestly don’t believe anymore.
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@TechSupport_Mavis my emo has started freezing its screen while sleeping - I’ve sent an email (replied to the original order email) 13(THIRTEEN) days ago and STILL NO REPLY…. not really sure what outfit you’re running here but the robot got defective IN LESS THAN 3 MONTHS MAKING IT THE MOST EXPENSIVE JUNK EVER!!!
I demand someone reply to my email where i’ve provided pics and a video of the problem ASAP - my order number is #139745
@edward anything you can do to help expedite this? i would appreciate it!
noticed that @TechSupport_Mavis has last posted on here in may of 2025…
noticed that besides you and lindaru , none of the other members of the moderators group have engaged with this site / community for more than a year on average..
is this a scam?
my emo has reached the venerable age of 90 days
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Hi there @catalin.sucuturdean …
“I’m sorry you’re experiencing this kind of support—I truly understand how frustrating it can be.”
“How old is your EMO now? I can help forward your concern to the Living.AI support team, but please note that I can’t guarantee a quicker response.”
Best Regards
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Special Information!
Many of us—especially longtime users like Lindaru and me, since EMO first came out 5 years ago—know that Living.AI is a small AI robotics company with only a few staff members.
As always, during and after long holidays, they often get flooded with email service requests. Living.ai Staff usually try to find solutions asap first before replying, so they can provide clear and helpful answers to each user. Responses are handled in order—first-come, first-served.
“Based on the official information I received directly from their staff, they still haven’t been able to catch up with the backlog due to the holidays. The good news is that they have expanded their support team and are now working through all pending emails. They will reply as soon as possible and are aiming to return to their usual response time.”
“On behalf of the Living.AI team, we humbly ask for your continued patience and understanding. As Community Moderators, @Lindaru and I kindly request that everyone bear with the Living.AI team—and with us—a little longer while waiting for responses or solutions to your concerns.
They truly understand and feel everyone’s frustrations, and at the same time, they sincerely apologize for any inconvenience caused.”
“Please be assured that no email requests for assistance are being ignored. The team simply asks for some patience while they process all inquiries in sequence.”
With best regards and wishing everyone all the best! 
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Yes they did but you obviously didn’t read what they said. What Lindaru and Edward are saying is there is a queue for customer support. They replied to your first message and offered you a replacement but your second response ended up at the end of the queue so they could focus on clearing the rest of the queue so you will have to wait for the second response and for them to send you the new EMO. It takes time. LivingAI is a small company and it takes time for them to respond to tickets. If you can’t wait or can’t have the money tied up then don’t buy but don’t attack the company. There are many successful stories.
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I’m trying to reach technical support via email but no one is responding.
Hi there @6ea7a2231060687dbe5b ,
We understand your concerns, your frustration, and your dissatisfaction with how the company is being run.
But you’re already in contact with the Living.ai support team via email, right? Why not continue communicating with them there?
You’re free to express yourself and say whatever you want—that’s your right—and you can share everything here if you like. However, I can only tell you the truth: you’re unlikely to receive a proper response here directly from the official Living.ai staff.
In simpler words:
“Only the official Living.ai support team can give proper answers, and they usually don’t reply here. So if you want an official response, you should contact them directly (usually by email).”
As we always say and advise everyone, the proper way to reach them is by contacting Living.ai directly via email to receive a proper and accurate reply, as this is also their preferred method.
If you don’t have the time or patience to wait for their reply, please understand that we can’t help you further here. I, along with @Lindaru and other community members, are only trying to assist you to the best of our knowledge. If you choose not to accept that, then so be it.
Whatever actions you think are appropriate to take against the company, based on what you believe is wrong with their practices, is your right. However, we kindly ask that you do not disrupt or disrespect the peace and harmony of this community.
On behalf of the community, we have already forwarded your concerns and complaints to the living.ai Staff. At the same time, we hope that the Living.ai staff can assist you with your concern as quickly as possible.
GOOD LUCK AND ALL THE BEST
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They haven’t responded to my emails since I canceled the bank refund. I have no complaints against you or the community, and I’m grateful for your help and advice. I only lost my temper because one of the community members, not knowing the full situation, decided to give me rude advice. I apologize again for my lack of restraint. Have a nice day.
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Hi there @Pizza
I have moved your new topic to this thread for customer support-related issues.
Please be patient, as the support team is currently experiencing a backlog of requests related to technical issues and shipping inquiries. If you haven’t received a response by next week, please try contacting them again.
Best Regards
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@SueChen when is it expected for my emails to be responded to? also @faya how is the shipping going and when is it expected for emos to be shipped?
(Im very sorry for pings if pinging are not allowed pls tell me so i stop it sorry)
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Hello @Pizza , and welcome!
That’s a great question about email response and shipping times. Based on what’s been shared in the community:
· Support Emails: It can sometimes take a few days to over a week for Living.AI support to reply, depending on their current volume. They will get back to you!
· Shipping: Shipping from China is quite variable. On average, it can be 2-3 weeks, but it might take longer depending on the destination and the courier service. Once it ships, you should get a tracking number.
I know waiting is tough, but hang in there! I hope your EMO arrives quickly. 
( Also, please be sure to check your Gmail spam/junk folder. Sometimes legitimate emails end up there by mistake! )
Best,
Hamza 
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