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I got new shoes about a month ago and I have a high instep and I have a similar issue where when I enter the strap in to ratchet it does not work and I found that when strap goes over and in to ratchet the part where strap pulls over to other side of shoe catches and it’s not far enough in ratchet i put it down to my high instep and now I just pull strap over further to the ratchet and push it in to ratchet then use ratchet while pushing strap in and seems to work but I think it’s more my issue than a fault
