Care for your machine, build a comfortable coffee routine, and know where to turn when something does not work as expected.
Getting Started
Before your first use, read the instructions supplied with your specific machine. Follow its setup, cleaning, and operating directions, including any guidance on compatible accessories and water requirements. If instructions are missing or unclear, contact us with the product name before proceeding.
Everyday Care
Follow your machine's instructions for cleaning after use. Clean removable parts only by the methods specified for your model, and allow them to dry as directed before reassembly or storage. For powered machines, follow the manual's shutdown and unplugging instructions and allow hot components to cool before cleaning. Keep electrical components and connections dry.
Do not assume that a part is dishwasher-safe or that a cleaner is suitable for your machine. Check the supplied care instructions before using cleaning products, abrasives, or soaking methods.
Descaling & Longer-Term Maintenance
Descaling requirements vary by machine and water conditions. Use only the method, products, and intervals specified for your model. Do not apply a general descaling recipe or use vinegar unless the manufacturer specifically permits it. If you are unsure which maintenance procedure applies, contact us before starting.
If Your Machine Is Not Working as Expected
Stop the brewing cycle if it is safe to do so and consult the troubleshooting section of your machine's instructions. Follow only the checks intended for users. Do not open the housing, bypass safety features, or attempt internal electrical repairs.
If you notice smoke, a burning smell, a damaged power cord, water near electrical connections, or another apparent safety issue, stop using the machine. Disconnect power only if it is safe to do so. Do not restart the machine to reproduce the problem or make a video.
What to Send Our Support Team
To help us understand a product issue, email us with:
- Your order number and the email address used for the purchase.
- The product name or model, and serial number if available.
- A description of the problem, when it started, and any error message shown.
- The user-level troubleshooting steps you have already tried.
- Clear photos or a short video, only if they can be obtained safely without operating a potentially unsafe machine.
Do not include passwords, full payment card numbers, or card security codes.
Contact Product Support
Email [email protected] or use our Contact Us page. Our team can review your description and discuss the next steps applicable to your product. Please contact us before sending a machine or any parts to a business address.