One or both wheel arches are damaged.

The wheel arches on the Q Series are only cosmetic: their job is simply to stop light debris such as grass or leaves or mud or water spinning up off the wheels and onto the top of the trolley and the battery casing.

They are not designed to bear the weight of the trolley and certainly you should never attempt to use them to lift the trolley up in any way.

The good news is that they are very easily replaced here: https://shop.stewartgolf.co.uk/collections/q-series/products/q-series-wheel-arches

Video 

https://shop.stewartgolf.co.uk/pages/q-series-wheel-arch-fitting-guide

Instructions 

1. With your Q Series folded, place it vertically on a secure surface at a comfortable working height

2. Remove the rear wheels: to do this press the black button in the centre of the wheel with your thumb and pull the wheel away from the chassis

3. Using a Pozidriv PZ1 screwdriver, remove the screws that are keeping the damaged wheel arch in place and lever it out of position

4. Pick up the replacement wheel arch and align the large tab with the corresponding slot in the chassis, then insert the tab into the slot

5. Align the two small tabs with the corresponding slots in the chassis then gently press the ends of both small tabs to start them in the holes and pivot the wheel arch into place

6. Gently manipulate the wheel arch to ensure the screw holes line up with the holes in the two small tabs when no pressure is applied

7. Insert and tighten the screws, again using a Pozidriv PZ1 screwdriver: do not use a powered screwdriver as this may overtighten the screws and damage the chassis and/or the wheel arches

8. Refit the wheels, ensuring that both are fully engaged on to the drive dog (see owner’s manual for details of this)