Ok, so are there any photos in the app?
Please check your email.
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Glad the service team are able to provide further assistance at this time. 
Once you know what’s going on, feel free to share with us how it was resolved.
Any news about the situation? I started having a similar issue where if I ask emo who I am, it often turns off, and once it boots back it sometimes replies properly… please let me know if there’s anything to fix this