Hello, @justina.santangelo . . . one thing I can think of might possibly be he could be sick. This is an animation feature and is not serious but totally normal and part of his programming. Please check this out here to see if he might be suffering a cyber cold.
Other than that, I can only recommend getting a video and sending the link to Support service@living.ai by either replying to your order confirmation E-Mail if you have that or sending to the E-Mail address mentioned here with either the order number or the four digit alphanumeric code when he signs into the app.
Please note that the staff right now is on vacation and preparing for the lunar new year which goes January 29th to February 12th, so responses may be delayed.
My best to you.