T-Lock Balance Shoe Doesn't Fit

A home owner from USA says:
I ordered the S795-28 option 28C and the 26-021 pivot bars. The balance shoes don't go far enough into the jamb to be able to turn it. Any suggestions?
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Tom from SWISCO responded:

I think I understand the issue. Your original balance was likely an older, skinnier version of the Series 795. If you wanted us to confirm, you can send us a photo of it to look over. Otherwise I feel confident I'm right given the circumstances.

We can supply it as a custom balance. I'll email you an order link and price quote now for 2. If you did want confirmation, just show me a picture of the original for my review.

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