There are usually two reasons why the neck support on your COMPLETE™ carrier might not be staying snapped:
- The neck support webbing is too tight.
- The shoulder straps are too tight.
First, check the webbing on the neck support. If the webbing is too tight, it can cause the snaps to "pop." Try loosening the webbing on both sides!
If loosening the neck support webbing does not fix the issue, your shoulder straps may be pulled a bit too tight. Try loosening the shoulder straps an inch or so to see if this helps.
Usually, these two solutions stop the snaps from popping, but please do reach out to us at CustomerService@LILLEbaby.com for additional assistance!