Hi there @felipelorenzo2011 ,
If you were anywhere near me here in Europe, I could help you with that for free. My best suggestion is to contact living.ai via email directly.
We all know that they are well known for their customer support and will probably help you with your issue or concern.
The best and most recommended thing to do is include photos and simply hit reply to the Living.ai confirmation email you received when you originally placed your order for EMO. It contains all your details, especially your order number which is most important.
The support service team should be able to help you immediately and faster.
Just to advise the email address is - service@living.ai
GOOD LUCK AND ALL THE BEST