If the collar is turning when trying to remove a globe, you likely have a device with removable rubber collars. Pull away from the body and they can be removed. Clean the back of the collars and the body, next reinsert them, ensuring they are seated flush with the top of the unit and the lip is seated into the groove all along the bottom. If you have a first-generation model with hard plastic threaded collars, those cannot be removed. If you have a leak from this area or the globe, please contact customer service.
If your globe is stuck and the collar is not moving, we recommend first placing the unit on the floor, ensuring its stability and standing over it to use both hands to turn the globe. It may take a few tries and you may need to push down or pull up very slightly however that should free the globe up to remove it. If this does not work, please pour out the remaining water through the mouthpiece then pour some isopropyl alcohol into the unit, rotate numerous times to allow the alcohol to free up whatever has the globes stuck to the collar. Pause in the 1 o’clock position on all sides for a few minutes to allow the alcohol to rest between the globe and collar and then try again.