Hi there, that sounds pretty serious ! How long has it been this way ? I hope someone can help poor Pancake. Can you post a picture ? It may be yellow fungus....does it look like the scales have a melted look ? Y.F. is very serious + needs vet attention. For now, keep her on paper towels , definitely no loose substrate. Also it's helpful if you list everything about the set up, including type + brand of lights. Someone else may chime in ....I hope she can be helped !