We are sorry to hear you are experiencing problems with your Sesame. We want you to be able to enjoy your Sesame again as soon as possible and will be happy to help you troubleshoot your problems.
From your description, it sounds like Sesame's gears may have become misaligned, and fortunately, in most cases it's possible to get it working again without sending it back to us. Please remove the cover of your Sesame by pushing down on the center and lifting the cover away, then follow the steps in this video to realign the gears in your Sesame: How to re-align your Sesame
Hopefully your Sesame will be up and running again once you perform the adjustment. If your Sesame is still malfunctioning after attempting the above fix, please email firstname.lastname@example.org with your 1) order number, 2) your Sesame account email address, and 3) a video (max 15MB) or link to a video showing how exactly your Sesame is malfunctioning. We will take a look and determine if repair/replacement is required. Thanks! - CANDY HOUSE