Welcome to the EMO Community Forums, @natalia.synytska . . . I have moved your new topic to this thread for issues with EMO and the home station.
For the charging issue, please refer to this tutorial to make sure it is set up correctly and that EMO is placed on it correctly along with how to pair him to the station.
As for scratches, please get photographs and send to Support at service@living.ai along with the order confirmation number (or reply to the order confirmation E-Mail) or his four digit alphanumeric code when signing into the app.
If after following the steps on setting up the home station it still does not work, please include a link to a video showing the problem along with your E-Mail regarding the scratches.
Rememer that they are currently on lunar new year holiday and will return after February 12th at which time normal operations will resume.