Our bottles open a little differently from most and won't pop up when open. If you're having trouble getting the pump to work, you can try resetting the pump mechanism by unscrewing the entire top from the bottle, readjusting, and screwing it back on nice and tight. (The key is to make sure it's tight.) You should then be able to turn just the top of the pump a quarter turn to the left or right. You should feel it click open or closed - to the right is open, left is closed. If you've tried this and are still having trouble, please give us a call at Customer Service - 800-366-4071.