Have you checked out the relevant Wiki pages, quests, maps, videos, guides, walkthroughs & hidden gifts.
In certain scenarios it is much more easier to consult, study & follow the maps or walkthrough articles instead of the videos.
MAP - Ixchel's Caves
VIDEO - Ixchel's Caves
Mines, Maps & Videos
If none of these suggestions assist you....then you will need to contact Pixel support directly.
There are 3 different ways to contact PIXEL SUPPORT
Remember to check your email spam/junk folder for replies
Do NOT send multiple Pixel support tickets in quick succession...otherwise their spambot might eat them
1️⃣ You can contact Pixel support directly through your game settings menu
2️⃣ You can also contact Pixel support directly through this link
Do NOT type in the white search box....scroll down to the categories written in BLUE
3️⃣ You can also send an email to Pixel Support directly through this email address
If you contact Pixel Support directly via the email address below....you MUST include your player ID number....which can be found in your game settings menu