Top 5 FAQ
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As a first step to resolve any technical issues, please check our Machine Assistance page and select your machine type.
If the issue persists, please contact us for further troubleshooting by either using our Live Chat function or you may also call us on our toll free number: 1800 623 033. All our machines come with a two year repair warranty.
Please note, technical assistance is not offered at our Boutiques.
Did this answer your question? If not, speak to one of our Coffee Specialists seven days a week on Live Chat or 1800 623 033.
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The Nespresso Australia contact number is: 1800 623 033.
Before contacting us, we suggest first checking the FAQs on this page, tracking your order online or reviewing our updated delivery timeframes.
If you can't find the answer you're looking for, speak to one of our Coffee Specialists on 1800 623 033 or send us a message through live chat on our website.Did this answer your question? If not, speak to one of our Coffee Specialists seven days a week on Live Chat or 1800 623 033.
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The best way to quickly troubleshoot your machine alerts is via the Nespresso App. See our Machine Assistance page for pairing assistance. Once your machine is connected to Wifi, your phone will automatically receive notifications about what to do when an issue occurs.
Here are the most common alerts:
- Unlocked machine: Your machine will not run if not properly closed. Make sure when locking it, to push the lever all the way to the left until it clicks.
- Empty water tank: Make sure the water tank has enough water before starting brewing.
- Eject previous capsule: For quality purposes, Vertuo Next will always require you to eject the previous capsule before brewing the next cup. If you simply wish to top up your coffee, you can do so by pushing the coffee button a second time within 30 seconds after brew.
- Blocked brew unit: The upper part of the brew unit that punctures the capsules may be blocked. Open the head of the machine and carefully try to spin the top round area to make sure it moves in both directions. Once moving, try brewing again.
- Capsule not recognized: Perform a cleaning procedure twice to ensure that there is no residue in the capsule recognition. See this video for cleaning instructions.
- Electronic error: Restart the machine by disconnecting the power cord from the outlet and plug back after 10 seconds. If problem persists, perform factory reset. See our this video for factory reset instructions.
- Descale needed: For optimal performance, your machine must be descaled every 3 months. See this video for descaling instructions.
If problem persists, please contact our toll-free number 1800 623 033, so we can better assist.
Did this answer your question? If not, speak to one of our Coffee Specialists seven days a week on Live Chat or 1800 623 033.
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You must notify Nespresso within a reasonable time of receipt of any incorrect order. If required by Nespresso, such Goods forming part of the incorrect order must be returned by you to Nespresso within a reasonable time.
Where the incorrect order is the fault of Nespresso, the costs associated with return delivery will be covered by Nespresso.
Please notify Nespresso promptly on becoming aware of any damaged or faulty Goods. Nespresso may decline any returns where a damage or fault is caused by your misuse or neglect. To assist Nespresso to assess a claim that the Goods are damaged or faulty, Nespresso may require you to return the Goods in accordance with its reasonable instructions.
When a refund or replacement is due to you, Nespresso will endeavour to provide a refund or replacement within 30 days of receipt of the returned Goods.
Did this answer your question? If not, speak to one of our Coffee Specialists seven days a week on Live Chat or 1800 623 033.
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If you are having difficulty logging into your online account, please try the following:
1. Check you are on the correct website by confirming the flag displayed in the bottom corner of the screen. If you are a Nespresso Professional customer, please visit our Professional site.
2. You will need to use the same email address as registered on your Nespresso account - double check the spelling. If you are unsure what email address is currently registered, please contact Nespresso.
3. If your account is not yet setup for online ordering, please activate your online login. If you already have a Nespresso Membership number, please enter this when activating.
4. If your password is incorrect, please use the 'forgotten your password' function. This will send you an email to reset the password for your account. Please allow 30 minutes for it to arrive and check any junk and spam folders as this email can sometimes be diverted there. The link will remain valid for 3 days.
5. If you recently changed your password, your browser may have an old password saved. Try clearing any saved passwords and re-entering your new one.If you require any further assistance, please contact one of our Coffee Specialists on 1800 623 033 or send us a message through the live chat on the website.
Did this answer your question? If not, speak to one of our Coffee Specialists seven days a week on Live Chat or 1800 623 033.