Frequently asked questions

By phone:

Nespresso Professional offers a personalized customer service to its members. This can be reached by calling the toll-free number 0810 981 981 from 07:00 - 20:00.

By mail:

Nespresso Professional, Wiedner Gürtel 9, 1100 Vienna, Austria.

By contact form:

This can be found on the website under Contact Form.

By chat:

This can be found at https://www.nespresso.com/pro/at/de, in the lower section with the option "Start Chat". You can reach us via chat from Monday to Thursday from 09:00 to 14:00 and on Friday from 09:00 to 12:00.

To create your Nespresso Professional account we need following information:

• The name and legal form of your company

• Tax ID/EU VAT number

• First and last name

• Telephone number

• E-mail address

• Serial number of the Nespresso Professional machine (up to 19 digits)

• Delivery and invoice address

• How did you acquire ownership of the machine?

• Will the coffee be sold to third persons (coffeehouse, restaurant, bar…) or is it only used in your office area?

Please send the above information to:business.austria@nespresso.com. For any further questions, please do not hesitate to contact our service number 0810/ 981 981 (daily from 07:00 to 20:00). We will be happy to assist you.

The contact form provided in our Online Boutique on www.nespresso.com/pro is your first line of contact for your Nespresso Professional solutions. You can also order select machines online and become a Nespresso Professional customer that way.

We would be happy to assist you at any time regarding our:

- coffees

- machines

- accessories

Just call our customer service number at 0810 / 981 981 and we will fill in the contact form together.

Our Nespresso Professional solutions have been developed especially for companies. It is therefore not possible for private individuals to buy a Professional machine.

When taking a business order we will, of course, be happy to pass on a private order, too. Please make sure to have your membership number handy and contact us by calling our service number at  0810 981 981 (call charges apply).

Each box contains 50 Nespresso Professional capsules of the same roast and each tube contains 30 capsules. On the packaging you will find the name of the blend, the recommended cup size and the intensity.

The best-before date indicated on the packaging indicates the aroma freshness of the coffee. Our Nespresso Professional capsules have a freshness guarantee or minimum shelf life of 12 months from the date of production. Due to the airtight seal, no loss of quality and no health consequences are to be expected.

 With Nespresso Professional you profit from:

• Technician on side within 1 to 2 working days
• High performing machines
• Easy use of machines
• Personal sales representative
• CRC- Telephone service for anny support
• Special service line
• Event service (with machines available for rent)
• Recycling program
• Attractive accessories available as bulk pack
• Delivery of coffees between 1 or 2 working days
• Customized mashines
• Perfect solution for your business
• Flexible payment systems
• Operating or sale opportunity- adjusted to any individual need

Of course, we are offering machines for rent.

Send us an Email to Eventservice.Austria@nespresso.com including following data:

• Account number (if existing)
• Name
• Telephone number
• Venue
• Event Date

Our Event service department will contact you within the next two working days. 

You can cancel the contract according to the agreed minimum contract term (12 months) with a cancellation period of 3 months to the end of a quarter (year) in written form including the reason for cancellation.

Send us an Email to business.austria@nespresso.com with your account number as reference. Your personal consultant will contact you subsequently.

You can place your order 24/7 online : www.nespresso.com/pro, daily by phone from 07:00 to 20:00 : 0810 981 981 or e-mail: business.austria@nespresso.com.

There is no possibility to buy Professional capsules or accessories at our Boutiques.

For orders as from the minimum quantity of 200 capsules the shipping charge is €2.70. When you buy 300 or more capsules we ship your order free of shipping charges.

Your order will be delivered by the Austrian postal services.

Orders received before  6 p.m. on any working day will usually be dispatched that day and delivered on the next working day by the Austrian postal services.

You can track the status of your order after it has been delivered to the Austrian postal services using the tracking number given in your account.

If your order does not arrive within that period of time, please contact our customer service at 0810  981 981 (local call charges apply).

Please contact our customer service at 0810 / 981 981  (call charges apply).

We will find a solution right away.

Your satisfaction is very important to us.

If you are not satisfied with a product for any reason, please contact our customer service at 0810 981 981 (local call charges apply).

We will find a solution right away.

Please note that value vouchers cannot be used for Nespresso Professional products.

You can redeem your Nespresso gift card online, by phone or in any of our boutiques. Gift cards do not expire, but cannot be topped up again after activation.

Gift Cards can only be used in the country and currency in which they were purchased.

You can order Professional coffees, accessories, and select machines quickly and easily via our Online Boutique.

Please find further information on ordering online here.

Ordering your coffees, machines and accessories online becomes easy with your online Nespresso Professional account. You can order whenever and wherever you prefer.

Click here to register to create an online accout.

Please find further information on ordering online here.

Click on the “Forgotten your password?” link at the top of the page. We will send you an e-mail with a link. Use this link to create a new password.

To change your data go to our website and log in to your account with your e-mail address and password. Click on “My account” and then on “My company information”.

You have several payment options to choose from:

- credit card

- Apple Pay

- Google Pay

- Sofort Direct Payment

- on account

- SEPA transaction

- accepted credit cards (Visa, MasterCard, American Express, Diners Club)

Please find further information on ordering online here.

You do not have any Easyorder yet? Save time and never run out of your Nespresso coffees.

Click here to create or modify your Easyorder.

3D secure is a process created by Visa (Verified by Visa) and MasterCard (MasterCard SecureCode) to add another layer of security to online purchases, similar to the use of chip cards and PIN numbers in stores. In an additional step upon completing your ordering process, the 3D secure pop-up window will display the personal message you used when you registered for 3D secure. You will then need to input your 3D secure password. The personal message that you selected when registering for 3D Secure is displayed so that you know that the pop-up is genuine. This additional step of the ordering process is controlled by the bank that issued your card, not by Nespresso.

To use this service you must first register with your card issuer. It is very easy to sign up for 3D Secure: You may be prompted to register the card when making online purchases. Usually you are prompted twice before you must sign up. You create a secret password and personal message which are then used to verify your identity when you place orders online.

Nespresso has no access to your 3D secure registration details as these are confidential and held by your bank, so our Coffee Experts cannot assist if you have forgotten this information. However, the pop-up contains instructions on what information needs to be entered and what to do if you have forgotten your password.

Please note that your 3D Secure password is not the same as your Nespresso account password.

The bank that issued your card will decide how many times you may skip registration before you have to register for the scheme. Nespresso has no control over this.

Here you will find an assistance video for every Nespresso Professional machine.

We will also be happy to assist you on our service number at 0810  981 981 (call fees apply).

For technical problems or questions regarding your Nespresso Professional machine you can call our customer service daily from 07:00 to 20:00 at 0810 981 981 (local call rates apply for calls within Austria).

Our Nespresso Professional team will be happy to assist you in diagnosing the problem of your machine. In case the issue cannot be resolved over the phone, we will be happy to take and pass on a technical order.

A technician will contact you within one to two working days to make an appointment for a visit on site.

Capsules fall through
If the capsule falls through after inserting, please smooth down the edge of the capsule and check if there is a capsule still in the brewing unit. If yes, please use the manual ejection and try it again.

Machine does not start
Please check if the main cable is connected to the machine. Also check the cable underneath the machine.

Machine is blocked
Please switch the machine off and back on. If the brewing head opens and closes, a descaling is necessary. If the brewing unit is stuck, please contact our customer service.

If you continue to have problems with your machine, please contact us on the toll-free service number 0810 981 981 and we will be happy to help you.

Check the mains plug and fuses. In addition, our coffee specialists will be happy to assist you on our service number at 0810  981 981 (call charges apply).

Capsules fall through
If the capsule falls through after inserting, please smooth down the edge of the capsule and check if there is a capsule still in the brewing unit. If yes, please use the manual ejection and try it again.

Machine does not start
If the machine does not start, please check if the main cable is connected to the machine.

Machine is blocked
If the machine is blocked and you have no access to the menu, please press the following key combination:
 Version 1: left side: Ristretto-/ Lungo-/ On button
 Version 2: left side: Ristretto- / Espresso-/ Lungo button

Water underneath the machine
If there is water underneath your machine, please check the direct water connection and if necessary please put it on OFF.

If these tips don't help you to achieve the desired solution, please call our customer service daily from 07:00 to 20:00 at 0810 981 981. We will be happy to assist you.

Capsule is not perforated
If the capsule is not perforated after inserting, please smooth down the edge of the capsule and try it again.

Flowmeter error message
If you receive a “flowmeter error message”, please try following options:
• Switch the machine off and back on. Make sure that all levers are closed, when you do a cold boot. The levers should stay closed until the cold boot is over.
or
• Close the brewing unit without inserting a capsule and press the coffee button. Afterwards open the lever.

Water underneath the machine
Please remove the capsule drawer and check the connection of the tubes, which are located behind the drawer.

If you continue to have problems with your machine, please contact us on the toll-free service number 0810 981 981 and we will be happy to help you.

The machine is leacking

Please check the water tank. Fill it up with clear water and place it on a dry paper towel.

Capsules fall through / are not perforated

If the capsules fall through after insertion or are not perforated, check if the edge of the capsule is smooth and try again.

The machine does not start
Please check that the power cord is properly seated under the machine and at the power outlet.

If you continue to have problems with your machine, please contact us on the toll-free service number 0810 981 981 and we will be happy to help you.

ING Austria Branch of ING Bank N.V

IBAN: AT641936000454429725

BIC: INGBATWW

If you have agreed to our electronic invoicing service, you can find your invoices under "My orders".

Or contact us on the toll-free service number 0810 981 981 and our employees will be happy to send you the desired invoice copy.

With PDF invoicing, you will receive your invoice within a few minutes.

The postal invoice dispatch takes place one to two working days after delivery of your order.

as a Nespresso member you benefit from many services tailored to your personal needs.  
Among them is the convenient direct debit mandate.  

You can find the direct debit authorization form here. 

Just mail the authorization form with your data and your signature to business.austria@nespresso.com.

So we can take care of your payment while you are already enjoying your perfect Nespresso moment.  

With your reference number we can assign you bank transfer correctly.

Your reference number has 12 digits:

- the number 0

- your 8 digit invoice number

- the last 3 digits of your member number

E-invoices offer an environmentally friendly and convenient way to easily and quickly send you your invoice to your email inbox and retrieve it online.
The e-invoice is sent to the e-mail address you have on file with us. You will find the e-invoice in the inbox of your email account after each order.
In addition, you have the option to activate the retrieval of invoices as a PDF invoice in your member account.

You can view your past invoices as PDF invoices on www.nespresso.com/pro under "My Orders".
Please note that you will only be able to view invoices for orders you placed after enabling this option.

Yes. To do so, log into your account and click on "My account" > "My contact settings". The PDF Invoice option will be displayed. To register, you need to check the box "I want to receive my invoices in PDF format by email and view them in My Account".
Please note that you will only be able to see invoices for orders you placed after enabling this option.

To do this, log in and click on "My orders". The list of all orders will be displayed. Click on the PDF icon to download the invoice for the desired order.
Please note that this option is only available through the Nespresso Professional website, and you will only be able to see invoices for orders placed after you have activated this option.

No, only one of the two options can be selected.

Make sure that you have changed the invoice receipt to e-invoice in your member account. You can find this option in the "My account" > "My contact settings" section.
Please note that you will only be able to see invoices for orders placed after you enabled e-invoicing.
If you continue to receive this or any other error message, please contact our Nespresso Customer Service. This can be reached by calling the toll-free number 0810 981 981.

You can only access your e-invoices via the Nespresso Professional website. This option is not available for the Nespresso app

If you do not find your e-invoice in your inbox please check the spam folder. Search for the sender "Nespresso Billing".  If you cannot locate your invoice there either, please call our Nespresso Professional Customer Service, this can be reached by calling the toll-free number 0810 981 981

In Austria, you can drop off your used Nespresso Professional capsules at our boutiques, at the waste material collection centers in the municipalities and at selected Post Partners. 

All collection points for our Nespresso Professional capsules can be found here.

If you have any questions, please do not hesitate to contact us on the toll-free service number 0810 981 981.

Some of the coffee that we purchase is Fairtrade certified, as a number of the farmers in our AAA program are also Fairtrade certified.

However, we focus our sustainable sourcing efforts on the Nespresso AAA program, which includes around 70,000 coffee farmers in twelve countries. The AAA program was developed in collaboration with the Rainforest Alliance to safeguard the long-term supply of the world's highest grade coffee.

In addition, with that program, we also aim to protect the natural environment as well as the farmers' wellbeing. Our vision goes far beyond just a particular kind of labelling.

The Nespresso Gift Card can be purchased online at www.Nespresso.com, in all Nespresso boutiques or by calling Nespresso on 0800 21 62 51 (toll-free).

Please inform the boutique specialist in the Nespresso boutiques before you make your purchase about how to redeem your gift card.

If you order by telephone or online, please quote the barcode numbers and the hidden code.

With the Nespresso Gift Card you can pay the full purchase amount or only part of it. In the case of a partial payment, you can pay the remaining amount with another payment method of your choice.

Yes, the Nespresso Gift Card can be used to purchase any Nespresso product available in our Nespresso boutiques, online or over the phone. Nespresso Professional products are excluded.