DIAGNOSIS The release latch on the pod is not engaging. This is typically due to the vacuum not being in the correct upright position or a mechanical obstruction.
FIX First, ensure the vacuum is fully upright with the floor nozzle flat on the ground. The release mechanism only functions in this position. Place one hand on the handle. With your other hand, press the grey 'Lift-Away' release button on the front of the pod firmly and hold it. Simultaneously, pull the pod straight up and back towards you.
IF THAT DIDN'T WORK Debris may be jamming the latch hooks on the underside of the pod or the receiver on the nozzle. Unplug the vacuum. Tip it back and visually inspect the metal latch hooks. Clean any debris. Manually press the hooks to ensure they move freely.
HEADS UP Forcing the pod without correctly pressing the release button can damage the plastic locking tabs. Always confirm the vacuum is upright and you hear a distinct click when re-docking the pod to the nozzle.