Prior to contacting firstname.lastname@example.org please try the following:
1.) Ensure you are on the most recent update of the app.
2.) uninstall and reinstall the app
3.) ensure your device is up to date
If none of these work, contact the help desk (see email above). Please note that it might be your device that is causing the issue, not the app itself, and the help desk will not be able to assist if this case.
If you have an iphone pro max or higher, gifs may play quicker than normal.
To fix this refer to this youtube video:
If it doesn't work, contact apple support, not the help desk.