This is normal. This is a hard case that is good for phone and other things. There is a Velcro strap that holds the phone against the plastic window. My Pixel 3 fits in well and has enough room for large phones. The touch function works well thanks to the plastic. It's pretty well made and the zipper has a seal. I attached it to the top tube because I didn't want to block the bike computer on the handlebars. With a single attachment point, it can rotate around the top tube when the strap is slack or when carrying heavy items. It is difficult to tighten as the plastic screw mechanism can be easily removed. I wanted to set it as high as possible so I could see it while cycling, but that didn't work because you need an inch or two ahead to move it. forward to remove it from the holder. I put it right up against the steering column, but I had to slide it back so I could put it on and take it off easily. That pushed it further back and made it a little harder to see while cycling. It's good, well made and maybe great if you have handlebar space, but not great for the front frame top tube.
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