Help identify the shoe

The difference between the shoes is their depth. Check out the image below and see which is closer to your own:

Sounds like you have a broken top sash guide. Without a top sash guide, the balance shoots up the track like yours has. You're going to h ave to force the sprung balance down a few inches until you clear the take-out clip (it should look like your 16-002). While holding the balance down, have a friend pop the take-out clip, and then gently release the balance into the clip. That should hold it in place and allow the sash and balances to be removed. See the video below for a clear example.

You will need to replace your broken top sash guide in addition to the balances, so if you can please take a few pictures of it for me to see. Also, we do recommend replacing both balances at the same time, yes.

Ah, I see. You have a special kind of balance. Let me guess: is the pulley wheel inside the shoe? If so, none of our existing Series will replace it. We can still make it for you, I'll just need more information.

First, please show me a picture of the metal clip I see in those pictures. That's a surprisingly essential part of identifying these balances. I would also like to see a picture of the top balance attachment. At least, I'd like to know if it has wings are not. If you can tell me that, pictures won't be necessary.

As for the top sash guide, see our 18-171 and see if this matches.

Hi Erica,
Thanks for posting more photos! We are able to identify the needed replacement for you. I will email you a custom balance ordering form shortly.