Hi there, Thank you for reaching out to us. We understand you're experiencing what sounds like a potential soft lock. We're sorry to hear of this, as we can imagine the impact of such an issue. So that we can effectively investigate, please consider using your platform's share feature to capture a videoclip of what you describe experiencing. If you record such a clip, you can upload it to a site like Youtube or Imgur, and link us to it here. We'll then investigate this further on our end.