Top 5 FAQ
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You can reach us at our free phone number 0800 55 52 53 (from abroad +41 27 617 22 70) Monday to Friday from 08:00 to 18:00 and Saturday from 08:00 to 17:00. Feel free to use our Live Chat or contact us via WhatsApp at +41 76 249 11 11.
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Use this link to find the first helpful troubleshooting tips.
If these steps do not improve the situation, we advise you to contact our technical support directly on free phone number 0800 55 52 53.
We can use our video chat to perform an accurate diagnosis and find a solution together.
If a repair is necessary, we can organize a pickup by the post office. In this case, parcel carrier will pick up the machine from your home on the requested date, and after the repair it will come back the same way.
During the two-year warranty, this service is of course free of charge for you.
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The free descaling product is automatically included with the order after 1,500 capsules ordered.
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You can follow your order status on your online account. However, it is currently not working. Please follow the link you received from our delivery provider in the delivery email you received after your order was placed. You will be able to track your order this way.
In case of need, we remain at your disposal to the free number 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.
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Can you see the entire capsule?
Yes > The possible cause of the capsule becoming stuck is that it is wet and is sticking to part of the machine interior, or that it has tilted inside the machine (above the brewing unit).
In this case, we suggest using the tip of a teaspoon to gently apply pressure on the highest side of the capsule, in order to correct the angle of the tilt (make it horizontal). The capsule should now drop through the machine. Please do not use your finger.
No > It’s possible the capsule may be stuck inside the brewing unit of your machine. To unblock it, slowly pull the lever towards the close position, but do not close it completely. When it passes the point of resistance, lift the lever gently to release the capsule. The capsule may now become tilted (you can see the entire capsule) so use the tip of a spoon to nudge it to fall. Please don’t insert your fingers or any tools into the brewing unit to dislodge the capsule. If the problem persists, contact us.Did this answer your question? If not, ask us your question, we will be pleased to help you.
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