DIAGNOSIS The latch mechanism on the wand or floor nozzle is jammed, typically by fine dust or debris ingress.
FIX Do not force it. Turn the vacuum off. Lay the vacuum on its side. Locate the silver release button on the wand where it meets the nozzle. Press it firmly while simultaneously twisting the wand counter-clockwise. If it does not budge, use a dry cloth to clean all around the button and connection joint. Use compressed air to blow out the latch area if available.
IF THAT DIDN'T WORK The internal spring for the latch may be dislodged. You will need to detach the pod and hose from the wand first. Then, focus force on twisting the wand from the nozzle while depressing the button. As a last resort, contact support for latch mechanism replacement.
HEADS UP This often happens after vacuuming fine debris like drywall dust or fireplace ash without frequent filter cleaning. The dust acts as a glue in the mechanical latch.