We’ve received reports that some customers are running into problems with unboxing the adapter from our new packaging. We’re working to resolve these issues, but in the mean time, there is a solution for those who are unable to dislodge the plastic platform that holds the adapter in place.
First, turn the travel cup upside down so that the open end is facing the ground. Next, gently but firmly knock the cup in a downward motion against something firm yet cushioned (such as carpet or a dish towel covering the palm of your hand) in order to dislodge the plastic platform that holds the adapter. You may need to knock the cup several times in order to successfully loosen it.
Check out this video for a demonstration:
If you need to use a tool to pull the platform out, we recommend using a pair of pliers or some other grasping device. We don't recommend using anything with sharp edges.
If this doesn’t work for you or you inadvertently damage the adapter during unboxing, please send a message to our support team at firstname.lastname@example.org, and they will further assist you.