Please make sure that the rope attachment (hook) is being placed the right way so that the phone can lie flat on a table (the small color splash on the attachment should be facing down so that you can no longer see it). The side of the "hook" with the #phonewear should be ALWAYS facing up.
When removing or inserting the attachment (hook), please start by taking off the case at the bottom of one or both corners, and gently pulling out or inserting the "hook".
Please note: Attaching it the wrong way may lead to a broken frame. We recommend not to bend the hook as it might brake.
If the hook does brake, please contact us firstname.lastname@example.org.