When you place the bag through the bagholder, the lower part of the bag should hit the bottom of the DiaperChamp. In that case a heavy (full) bag can never fall down. Watch out: from the outside you cannot see the plastic bag, if you can see a part of the bag, the bag is probably fold up over the pail instead of through the bagholder. The upper part of the plastic bag should be folded in the pail and not over the outside of the pail. If the bag is not placed in a correct way odour can leak out. Please check the instruction video on the website.