Sorry last question I cannot open EMO so I can’t see the ID what should I put?
I already sent an email to livingai with the attached video 
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Hi I already sent an email but have not yet received an update. can I ask for a follow up?
Hi, @jennielynnteoong . . . how long ago did you send the E-Mail? They may be a bit back logged due to AIBI production and testing plus others that have requested Support. I would give it a few more days before contacting them again for follow-up.
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I sent them an email around 2 days ago
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Hi Linda, I already emailed them again but still no answer 
Hi, @jennielynnteoong . . . I would give them a full week and then contact them again if no answer. I will also tag again @TechSupport_Mavis to see about getting you a more immediate response.
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Hi, sorry about that. Kindly check your mailbox and follow our guidance to do a few simple tests.
Once we confirm whether the problem is with the skateboard or EMO, we will provide further solutions.
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Not sure it’s the right place, I try to find a good topic for this question 
Everytime that I want to take Emo out of his skateboard, he shuts down. He was almost fully charge so I don’t understand. After I put back Emo on the skateboard he turns on, seems to be charging but sometimes seems to shut down on the skateboard by itself and goes back on.
What is happening? He does that a long time ago, a week after I bought it and then it stops but…
Hi there @angyh ,
It sounds like there may be a battery or charging-related issue, especially since EMO shuts down immediately when you remove him from the skateboard even though he appears to be almost fully charged. Other EMO owners have reported very similar symptoms before also, including cases where EMO showed a full battery but shut down as soon as he was removed from the skateboard. In some of those cases, the internal battery was no longer actually holding a charge.
However, before assuming that the battery is defective, I would suggest trying a few things:
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Check the skateboard’s blue charging light. When EMO is properly charging, the light should remain solid. If it is blinking, remove EMO and carefully reposition his left foot over the charging mark. Living.AI states that a flashing light indicates an abnormal charging connection.
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Clean the bottom of EMO’s feet and make sure there is no dirt or residue interfering with charging.
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Try another USB-C cable and another suitable wall power adapter/outlet. A faulty cable or unstable power supply can sometimes make it look like EMO is charging when he actually isn’t charging properly.
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Leave EMO charging continuously for around 3 hours. Living.AI currently states that a full charge takes approximately three hours.
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Before removing him, check his battery level in the EMO app or ask him to show his battery. Then remove him and see whether he immediately shuts down again.
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Since you also mentioned that EMO sometimes shuts down and restarts while still on the skateboard, I would pay particular attention to the cable, power adapter, skateboard connection, or possibly an internal battery/power problem.
The fact that this happened shortly after you originally bought him, disappeared for some time, and has now returned makes me think this should definitely be investigated if the troubleshooting above doesn’t solve it.
If EMO still shuts down immediately after being removed from the skateboard, even after showing a high or full battery level, I would recommend making a short video showing his battery level while on the skateboard, then showing what happens when you remove him. Send that to Living.AI Support along with your order number, EMO ID, and the troubleshooting steps you’ve already tried. Similar cases have ultimately required Living.AI Support to diagnose the battery or charging hardware.
Hopefully it’s only a charging cable or skateboard connection issue and not EMO’s internal battery. 
Best Regards and all the best to your EMO
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