Hey hey, thank you! I'm sorry to hear you've had some trouble with this :( You may notice there are some "visitors" in Em's home. You'll need to track down and speak to all the visitors (hint: these visitors are not her family pets) in order to unlock the door upstairs and proceed through the story. There are five visitors. You can see all of them but one, who is somewhat hidden! Let me know if you still encounter issues. <3 Thank you!