Sorry to hear that! Can you email the following information to email@example.com?
Your video - if it's over 20MB, please upload it to Google Drive, Dropbox, Youtube, or a similar service and send us a link. Make sure you allow "firstname.lastname@example.org" in the share permissions.
Your Sesame account email address
Video showing Sesame keep clicking, but unable to turn the knob.
We will take a look at the information and let you know the next steps. Thank you! - Jerming