Hello, Lewin. It looks like there are two things are wrong with your window sash. First, the balance spiral appears to be unhooked from the pivot shoe (which might match our
15-121). Secondly, the pivot bar on the bottom of the sash (I think it's our
26-040) is not engaged with the black center cam of the pivot shoe.
First raise the sash about four inches and tilt the sash in towards you, then twist to remove it. I'll post a video below that should help you. Once it's out, check under the sash for the pivot bar. It might have been unscrewed and slipped into the channel in which it normally rests.
Another other thing you need to do is raise the pivot shoe about six inches and use a flat head screw driver to turn the cam towards you. That will lock it in the track. You can then hook the
75-006 spiral balance charging tool to the bottom pin of the spiral and raise it close to the balance tube, then give it an additional three turns. You should feel tension building. When that's done, bring it down to the pivot shoe and hook it in.
