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Thank you for your question, and we're sorry to hear about the trouble you've experienced removing the crumb tray. The crumb tray can be slid directly out of toaster. It is located on the bottom of the toaster, and it should be slid out towards the back. If you need more assistance removing the crumb tray, please visit us at www.ProdProtect.com or contact our Consumer Care Line at 1-800-231-9786, so we can better assist you.
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