Blocked due to un-install

I removed and re-installed app thinking it could help me overcome a bitmoji keyboard issue (unable to enter OTP Pin). See attached screenshot. This should not occur, especially that I had not yet even entered their OTP. If this does happen, as the user did request OTP, we need to know that this happened, in Hubspot, under that users contact, so we can take action to unblock them, and get them going.