User information set in amazon account but when retrieved with skill no data is found



i have encountered an issue when retrieving using information. For some users when the skill asks for their mobile number an empty object is retrieved.

For example, when the user information is retrieved correctly the skill gets:
–stateless - UserMobile Number received: { countryCode: ‘XX’, phoneNumber: ‘XXXXXXXX’ }

But sometimes the skill gets:
–stateless - UserMobile Number received: {}

And the user has correctly set their number, and changed it just in case but still, it appears as if it’s not set.

Could this be because of the amazon account? locale where is set or something like that???

Any information would help, thank you for your support.