Hello! We sincerely apologize for your recent experience. Please follow these steps: Turn the toaster on its side or upside down. Remove the crumb tray. Remove the glass panel from the toaster. Ensure to clean all of the crumbs from the toaster. Slide the panel back into the grooved slots until you hear a click. Re-insert the crumb tray. Plug your toaster in and test the lever. Please always ensure the glass panel clamp is fully inserted, all the way in and secure. Failure to do so will result in the lever not staying down. Our customer support team is at your service Monday - Friday 9AM-5PM EST. Reach us at 1 (800) 898-6970 or bydash.com/help. Please reach out to us if you are still having this issue, we are happy to help!