URGENT: WEEKLY STREAK disappeared

Dear support team,

I am with a student here who had a 38 week streak. We were sharing his screen on zoom and I was watching him work on trying to get his 39th week streak. 

I saw his 38 week streak on the screen. During his practice and while sharing his screen his 38 week streak disappeared and was reset to ZERO!! He is crying after almost a whole year's worth of work and vaporised due to what seems to be a system glitch. He has 426,373 points which have not been reset. 

Could you please look into this urgently because he weekly streaks shouldn't just disappear like that - it wasn't the end of the week either.

It's going to be very hard to motivate him now if a system glitch can just remove his weekly streak.

Please assist with finding out what has happened.

Thank you!

Best Regards,

Steve