Loading problems with the iOS app

I am developing an app for iOS in India and its user base is in Europe. It worked fine, but now I get reports that "After the connection, the charger does not disappear and the application seems to be in an endless charging loop."

When I checked the same thing, here in my physical devices and all the simulators, there were no such problems.

I do not know what's going on. Could someone help me understand what might be happening or how to locate it?