If your neck support isn't adjusting, please follow these troubleshooting steps based on the issue:

Scenario 1: Horizontal (Forward/Backward) Adjustment

The Fix: You must press and hold the adjustment buttons on both sides of the headrest simultaneously to move it forward or backward.

Still Stuck? If it won't budge, please record a quick video showing you pressing the buttons while attempting to move it, and send it to us for review.

Scenario 2: Vertical (Up/Down) Adjustment

The Fix: Check the vertical rails for any obstructions or debris. Ensure the headrest is properly aligned and not tilted or caught on one side.

Still Stuck? Clear any visible blockages. If the movement remains rough or jammed, please send us a video of the rails and the sliding action so we can assist.