Mop Stuck error

Hi I keep getting mop is stuck error and I’ve already tried everythjng that’s been recommended at other forums and instructions I found online. Please take a look at video and my SN is R954OK57KUS0069133 please help this has been ongoing for months now.

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Good morning, thank you for your feedback. You mentioned you have tried solutions from other forums and sources, but the issue still remains. Here are some additional troubleshooting steps for you. Please double‑check the mop roller bearings and the slots on both ends for tangled hair or foreign debris, fully clean the mop roller compartment, then reinstall the mop roller assembly correctly and test again.
If the problem still persists after these steps, I recommend you contact our after‑sales team for further support. We are very sorry for the inconvenience caused.Email: support@mova-tech.com