When you place your Cascade Platinum ActionPac in the dishwasher soap dispenser, your machine should pop open the door at the exact right time, allowing the ActionPac to fall into the machine, and fully clean even the grimiest, most greasy dish, Dawn. It may be possible a dish is against the door, blocking it from fully opening. Take some extra care next time you load your machine, ensuring clearance for the dispenser door. We'd be pleased to assist you further, too. Call us at 1 (800) 925-6278. We're answering calls from 9 AM to 6 PM, EST, on Mondays through Fridays. Talk soon!