Frequently asked questions

All of our boutiques are open, and we’re excited to welcome you in. For more information on hours of operation, please visit our Store Locator. 

We are available 24 hours a day, 7 days a week. Our call center can be reached at 800-562-1465 (OriginalLine) or 877-964-6299 (VertuoLine). 

1. Login to your Nespresso.com account, then click here and delete the Vertuo Next from your registered machines.
2. Factory reset the machine (refer to the machine assistance page for instructions).
3. Make sure the machine is plugged in and turned on. The machine will power off after 2 minutes of inactivity so make sure the machine stays on.
4. Go to your phone Bluetooth settings and unpair the machine if present. (Click here for iOS instructions or here for Android instructions.)
5. Make sure your phone software is up-to-date and your Nespresso App is the most recent version.
6. Make sure Wi-Fi, Bluetooth, and Location Services are all turned on.
7. Place your smart device directly on top of the machine with no obstructions.
8. Launch the Nespresso App, and attempt pairing again.
9. Remember that the machine needs to be on throughout the pairing process and connecting to Wi-Fi. If it powers off, turn it back on.

The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. We ask you to perform a factory reset by following these steps:

1. Open and close machine head.
2. Leave the lever in the unlocked position.
3. Press and release the button to turn the machine ON, and wait for a steady white light.
4. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.
5. Now you can pair the machine again.

1. Make sure the machine is plugged into a stable power supply and turned on. If it was off, turn on, then close and re-open the Nespresso App.
2. Make sure the Wi-Fi signal is strong.
3. Launch the Nespresso App, tap the machine icon, and select the box that says “Connectivity”.
4. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen.
5. If the machine powers off, be sure to turn it back on (it powers off after 2 minutes of inactivity).
6. If no Wi-Fi networks are located, close the Nespresso App, make sure the machine is on and repeat from step 3 above.
7. Once your Wi-Fi network is located, select it and enter your password and tap connect.
8. Once the connection is successful, select OK.
9. Under Connectivity the machine should say “Connected."
   
   TIP: For a better connection with a dual band router, use the 2.4 GHz network, commonly identified with a 24G, 2.4 or 24 added to the end of the network name. For example, MyHomeNetwork2.4.  For further assistance troubleshooting your dual band router, click here.

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 the 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 Machine Assistance page 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, 800-562-1465, so we can better assist.

Firmware update: If you recently connected your machine to the Nespresso App, it might be going through a firmware update. Restart the machine by disconnecting the power cord from the outlet. After 10 seconds, plug the machine back and wait 3 minutes until the light becomes steady.

If problem persists, please contact our toll-free number, 800-562-1465, so we can better assist.

Please refer to our complete machine use and troubleshooting information here.

Please contact us as soon as possible online, or through our toll-free number, 800-562-1465.

We cannot guarantee changes or cancellations can be processed once an order is submitted. Please contact us as soon as possible to request any changes to your order. We are available 24 hours a day, 7 days a week.

You may track your package online by clicking here, selecting your order from the list, and then clicking the "Track Order" link that appears above the order details.

Please wait 24 hours after placing your order for your tracking status to be updated. Once your order is provided to the carrier, you’ll receive a shipping confirmation email.

We recommend signing up for SMS delivery notifications through the tracking page. You’ll be kept informed while your order is in transit, up until the time of delivery.

Yes, Nespresso offers free delivery for orders of $35 USD or more. For more details on all of our shipping options, please click here.

If you wish to use a credit card issued outside of the United States, please contact us at 800-562-1465 to place your order directly with a Coffee Specialist. We are available 24 hours a day, 7 days a week. If you would like to order capsules in the US using your international credit card at a Nespresso Boutique, please follow this link to locate one near you.

Nespresso honors tax exempt sales once proper documents have been submitted for review. Please email the tax exempt form to oftclub@nespresso.com with your account number and contact information in the body of message.

If you do not have a Nespresso account number, please establish an account prior to sending in the tax exempt form. You will be notified once the account is active for tax exempt status. Processing can take up to two business days.

If you find something is missing, damaged, or incorrect in your order, please contact us as soon as possible.

Nespresso does not ship orders outside the country where the order was placed. Please click here to find a list of countries with Nespresso available. Select the country where the order will be delivered, then proceed to their Contact Us page to inquire about placing an international order.

Nespresso is required to collect tax on behalf of local governments. Sales taxes are determined and administered on a state-by-state basis. Nespresso has no jurisdiction over the rates imposed by the respective tax laws. You will see any taxes added at checkout.

In order to help ensure the high level of quality our customers expect, our capsules are sold through Nespresso directly – online at Nespresso.com, over the phone, and in Nespresso Boutiques.

For information on our shipping options, please click here.

Orders ship via UPS, USPS, FedEx, and other carriers.

Nespresso offers a 30-day return policy from the delivery date of an order for Nespresso machines, accessories and unopened coffee sleeves purchased directly from Nespresso.

You may return unwanted accessories and unopened coffee sleeves for proper crediting, to the following address:

ID Logistics

NESPRESSO 

4939 Hanoverville Rd

Bethlehem, PA 18020

Please note: Items returned outside the 30-day policy will not be credited. Your account will be credited within 30 days of receipt of the item at our warehouse. Be sure to include a copy of your invoice in the package. We strongly recommend using a traceable method of shipping to ensure and track delivery.

To arrange the return of a machine, please contact us via our toll-free phone number, 800.562.1465. We are available 24 hours a day, 7 days a week.

Yes, you may select Boutique Pick-Up as the delivery option on orders containing permanent OriginalLine and VertuoLine capsules only. Due to varying stock availability at our Boutiques, this option is not available if your order contains Limited Editions, accessories, machines, UPS Recycling Bags (though you may request a Boutique Recycling Bag when you pick up your order) or our two capsule Sampler Pack.

Your order will be ready for pick-up two hours after it is placed, and will be held until store closing the following day. Unclaimed orders are cancelled and refunded 24 hours after purchase.

Visit our Shipping and Returns page for more information on Nespresso shipping and pick up options.

Yes, you may place orders to be shipped to an APO/FPO/DPO on the phone at 800.562.1465 or online at Nespresso.com.

All APO/FPO/DPO orders ship via USPS for a flat rate of $6.95. Please allow additional shipping time.

Visit our Shipping and Returns page for more information on Nespresso shipping options.

Refunds are completed within 30 days of the date the item is received at our warehouse. Please use the tracking number of your returned package to determine this date.

This is a temporary pending charge to validate the recurring payment.

If you prefer to order by phone, you can order your coffee and Nespresso products at 800-562-1465 (OriginalLine) or 877-964-6299 (VertuoLine). We are available 24 hours a day, 7 days a week.

You can also order online at any time through our website or app. We offer free shipping for orders totaling $35 or more.

Nespresso.com is now paperless! To access your order invoice history, go to My Account > My Orders on Nespresso.com to view, download or print your PDF invoices.

The machine subscription is currently inactive. There is no confirmed date when the machine plan will be reactivated.

When you sign up for a Nespresso Machine Plan, your monthly payments earn you Nespresso credits. Dollar for Dollar. You earn credits every month as soon as you make the monthly payment. The credits are automatically added to your Nespresso account.

Whether you want to spend it every month, or prefer to save up to order more later, the choice is yours. You can check your Nespresso credit balance any time by logging into your Nespresso.com account, by calling Nespresso Customer Service or visiting your nearest Nespresso Boutique.

When or how you decide to use your credit is up to you. If you don't use it entirely in the month you earn them, the credits will accumulate in your Nespresso account and you can use them to buy anything anytime. Your credits don’t expire!

Should you decide that the Nespresso Machine Plan is not for you anymore, you can cancel it at any time by calling our Customer Service. If you cancel your subscription within the first 14 days of receiving your coffee machine, you’ll return the machine and anything else that you have ordered with your credits; there is no shipping charge. If you cancel after the first 14 days, the relevant cancellation fee depending on the timing of your cancellation will be charged.  See Cancellation After Cooling Off Period in the terms and conditions.

If you cancel your Nespresso Machine Plan, the credits will be available on your account. They never expire.

Yes. Nespresso Coffees are compliant with the Muslim and Jewish religious requirements. Our coffees are certified as Parve, Halal and Kosher. In addition, they are kosher for Passover.

In keeping with kosher certification, the Coffees without flavors are “Passover” certified. Coffees with flavors are “Parve” certified.

For Original, there are ten capsules per sleeve. For Vertuo, there are anywhere from 7 to 10 capsules per sleeve based on blend. The quantities online are shown in capsules, and must be selected in a multiple of seven or ten.

All of our flavored coffees are made with 100% naturally occurring flavorings and extracts, with no added sugars or preservatives, and contain no allergens.

Nespresso capsules do not contain common food allergens, including dairy, gluten, nuts, soy, and eggs.

In the case of our permanent, flavored blends, flavor may be derived from the mentioned food source (i.e., vanilla, cocoa, caramel) in addition to containing other natural extracts. No coffees contains pieces of actual ingredient.

Other mentions (i.e., “malt”, “chocolate”) are descriptors of the aromatic profile of the coffee and do not infer their presence in the coffee or capsule.

None of our coffees contain any GMOs. The quality and consistency of our coffee in the cup and its exquisite crema are the result of the highest quality coffee we source, the way we manage the quality during the whole production process, and the unique interaction between our capsules and machines. 

All OriginalLine, flavored Vertuo capsules, Vivida and Boost sleeves are stamped with a production and best before date. The best before date is approximately 12 months from the date of production. Please note that Nespresso capsules are hermetically sealed, safe from light, moisture and oxygen, and do not actually expire. While the capsule remains sealed, the coffee retains its freshness and flavor after the best before date. The date simply acts as an indicator of optimal freshness, flavor and aroma.

As of October 22, 2022 the shelf-life of some of the Vertuo coffees was extended from 12 months to 15 months. This shelf-life extension does not apply to Flavored coffees or Ingredient coffees (such as Vivida B12 and Boost/Go).

We are monitoring our coffees very regularly, and noticed the aromatics and characteristics were stable past 12 months, and up to 15 months. This has been confirmed by our internal quality and sensory experts. The extension of the shelf life meets all the existing requirements of the markets where Nespresso coffees are distributed. That is why our internal quality experts are able to conduct the tests and confirm the extension of the shelf-life from 12 months to 15 months.

Flavored coffees and coffees with additional ingredients (such as Vivida B12 and Boost/Go) will continue having 12 months of shelf-life.

Nespresso coffees are very low in calories, anywhere from 2-5 calories per cup.

When available, we offer limited edition syrups collections to enhance your coffee experience.

There is no BPA or other types of Bisphenols in Nespresso capsules. Our capsules are fully compliant with applicable regulations on materials intended to come into contact with food (EU, FDA, etc). 

Please click here to view the prices of the capsules that are currently available, including any Limited Editions.

The price of the Nespresso VertuoLine reflects the innovative technology and the versatility that the machine offers in brewing multiple coffee preparations / varieties with the same, high quality in cup result.

The sophisticated VertuoLine capsules incorporate new technology, including a bar code on each capsule, which facilitates a product intelligent extraction system, allowing the machine to recognize each expertly developed coffee.

The crema is part of the coffee character and as each coffee preparation is different, the crema also differs between the coffees. The crema of OriginalLine Espresso and Lungo is dense and creamy, while the crema from the VertuoLine is more rich and generous.

Nespresso is known for innovation and new product development, continuously seeking to offer customers new experiences. We have created several new VertuoLine blends since the launch of the system and will continue to expand the range in the future.

Nespresso is known for innovation and new product development, continuously seeking to offer customers new experiences. We have created several new VertuoLine Limited Editions since the launch of the system and will continue to offer Limited Editions in the future.

Whenever possible, based on supply and consumer demand, some coffees are created with both Vertuo and Original versions. In cases where coffees might taste better in larger formats (i.e., Double Espresso, Gran Lungo), only Vertuo versions are produced, and vice versa for smaller espresso sizes.

The layer that forms on top of each brewed coffee is a combination of coffee and air called the crema, and is naturally created during the extraction process. Crema is a sign of high quality coffee, and has been a signature feature of our espresso. It does not contain any dairy or additives and will gradually subside as you enjoy your coffee.

As each blend brews according to its own unique parameters, there is no way to adjust the amount of crema that forms.

With all VertuoLine Coffees and Altos, we recommend folding in the crema before drinking. This releases the aromas, alters the texture, and mixes the layers to create a unique and flavorful beverage.

No other capsule material that we have examined can protect the freshness and aromas of our coffees, while interacting with our machines in such a way as to consistently produce the high-quality coffee that our consumers have come to expect.

In addition, aluminum has the unique advantage of being infinitely recyclable. The use of aluminum also allows us to eliminate the need for any additional packaging or overwrap to protect freshness, and its light weight offers transportation and environmental savings when compared to other materials.

Within the capsule, the coffee is separated from the aluminum by a food-grade lacquer coating.

Vertuo, Evoluo and VertuoPlus models are compatible with espresso, double espresso, Gran Lungo, coffee (7.7ounce ) and the previously offered 14 ounce Alto capsule (Alto Intenso and Alto Dolce) capsules. 

The XL capsule selections, both Carafe Pour-Over blends and the 12 ounce Alto blends, Onice and Abrato, are only compatible with Vertuo Next, Vertuo Pop (+ and deluxe) and Vertuo Creatista machines. 

Each blend is specifically created (strict bean selection, expert blending, roasting and grinding) for the best interplay and harmony with the brewing parameters produced by the VertuoLine machines. As these parameters differ from those of the OriginalLine, it makes sense that the blends are different as well.

Please click here to view the prices of the capsules that are currently available, including any Limited Editions.

All coffees are relatively low in physical acidity; the physical acidity is not the same as the acidity perceived by taste buds.

The Nespresso Coffees have an average pH level of 5.0. There is no specific high- or low-level acid coffee in our range.

In general there is a lower presence of acidity in higher roasted coffees.

Our Limited Editions are no longer available once they have sold out, as they are conceived as a single crop, yielding a finite supply. 

Nespresso introduces new Limited Edition coffees each year. Please visit us online, on Facebook or on Twitter for updates.

Most all of our espressos contain caffeine within the range of 50-100 mg per cup. This includes Original Espressos and Espresso Lungos, and Vertuo Espressos, Gran Lungos, and Double Espressos.

Based on their Robusta content, the following are exceptions: Vertuo Espresso Diavolitto contains 150 mg of caffeine, and Original Kazaar and Nespresso Professional Ristretto Intenso contain 120 mg per cup.

All Vertuo coffees (7.77 oz.), including XL (14 oz.), have a range of 170-200 mg per cup. Due to its higher volume, the Carafe Pour-Over Style coffee (18 oz.) contains over 200 mg of caffeine per complete capsule serving; because this particular coffee is intended to be enjoyed over multiple “cups”, this still meets our standards for the 200 mg ‘per cup’ limit.

As coffee is a “live” product, caffeine content may vary, and so we are only able to provide a range of caffeine (with exceptions as above) in order to be as accurate as possible. Also, coffees within the same size range can fall lower or higher within the caffeine spectrum: for example, Fortado contains higher levels of Robusta than other Gran Lungos, and so would contain more caffeine than its Gran Lungo counterparts.

Nespresso capsules do not contain any preservatives. The coffee is kept fresh by being hermetically sealed in aluminum capsules, which offer an impermeable barrier to light, moisture, and oxygen.

Nespresso removes over 99.9% of the caffeine from green coffee by using two different methods. In the water decaffeination process, green coffee beans are soaked in hot water in order to dissolve the caffeine. In the carbon dioxide method, the green coffee is soaked in water after which carbon dioxide (one of the key constituents of air) is used to extract the caffeine.

Both methods are completely safe for coffee drinkers. The processes respect the environment and the coffee bean’s true nature, allowing us to maintain the strength, variety, and richness of the aromas. The decaffeinated Nespresso varieties undergo the same quality controls applied to all Nespresso Coffees.

The residual caffeine content in Nespresso decaffeinated blends is below 0.1%, equivalent to 3 to 6 mg per cup, in accordance with all regulatory requirements.

At Nespresso, we define intensity as being a combination of bitterness, body and roastiness (or perception of roast.)

Experts assign a coffee an intensity number based on its final profile. Intensity number is not based on caffeine content.

Yes, we offer a range of flavored coffees in both our Vertuo and Original ranges inspired by indulgent desserts; in addition we offer our flavored festive and seasonal Limited Editions.

All of our flavored coffees are made with 100% naturally occurring flavorings and extracts, with no added sugars or preservatives, and contain no allergens.

Nespresso capsules are hermetically sealed; protected from light, moisture and oxygen. At the end of every sleeve you will find both the "Production date" and the “Best before” date.  The "Best before" date is approximately 8-11 months from the date of production. We guarantee that you receive your capsules at least two months before this date. As the date simply acts as an indicator of optimal freshness, flavor and aroma, unopened capsules are completely safe to consume after the "Best before" date.

Nespresso does not have any plans to add tea or hot chocolate capsules to our selections at this time. We offer Limited Edition and flavor-infused Barista Creations throughout the year.

Our foremost priority is sourcing the highest quality coffee beans and providing exquisitely unique Coffee and Espresso to our members worldwide. In addition, Nespresso machines are carefully calibrated to produce the perfect cup of coffee, time after time. We do not advise using your Nespresso machine to prepare tea or hot chocolate.

You can view, test, and purchase machines at any Nespresso Boutique or our authorized retailers. 

Nespresso VertuoLine is a completely separate system from Nespresso OriginalLine. The VertuoLine machines are based on our unique Centrifusion™ technology, an intelligent brewing system that allows the machine to recognize the capsule and create a perfect cup of coffee according to the specific parameters of each blend. Due to this new technology and the difference in size, shape, and design of the VertuoLine capsules, they will not work in any of our OriginalLine machines, and vice-versa.

Nespresso also improved the OriginalLine capsules in July 2008 to help ensure the best freshness, flavor and aroma of the espresso. All OriginalLine machines made after August 2009 are designed to work exclusively with these new capsules. Older capsules cannot be punctured by newer machines; therefore only water will flow through the spout.

The economic consequences of the pandemic have created increased uncertainty and influenced consumer pricing across many industries. Historic drought, excessive rain and frost are other challenges in coffee growing regions where we source. Coffee prices recently reached a 10-year high. These factors necessitated that we make a slight adjustment to the price of some Nespresso coffee products.

We offer delicious recipes for both our Vertuo and Original lines on our recipe page here.

You may substitute OriginalLine Espressos for VertuoLine Espressos with a similar flavor profile, and vice versa.

If you receive an error after attempting to use a promo code, please ensure you have met all promotion requirements outlined in the Terms & Conditions for the offer. If this does not resolve the error, or the error was not the result of using a promo code, please make a note of the error code/message and contact us for further assistance.

Your membership number is generated a few hours after registering for online ordering. Once you are registered, your membership number may be found by logging into the website and clicking on ‘Welcome’ then ‘Account Information’. The number will be displayed on the left under ‘My Account’.

If you are not registered for online ordering, your membership number can be found on the top right of your invoices. It may be labeled 'customer number'.

You can change or update any address online by logging into your account online. After logging in, click "Welcome" and select "Addresses" from the drop-down menu. You can set other saved addresses as the default delivery address or default billing address by selecting this option below the specific address or click  "Add an address." You can also add a new address at checkout.

Please note, if you would like to update both the shipping and the billing address during checkout, you must first add it as a new address on step two of checkout, then select the new address as your billing address on step three of checkout.

Your password can be reset by following this link. 

You can update your Nespresso password and/or email address when you are logged into your account online. After logging in, click "Welcome" and select "Account Information" from the drop-down menu. Then enter your new information and click "Save".

Accounts cannot be transferred between countries. Additionally, email addresses cannot be shared between accounts. If you would like to place an order online for delivery in the US, please register on this page using a different email address from the one associated with your previous account. If you would like to use the same email address, please click here and select your previous country, then proceed to their Contact page to ask they close the account. Once it is closed, you will be able to register in the US using that email address.

As a result of a system upgrade, you may not see your Nespresso machine on your online account.  We can assure you, however, these machines are visible in our system and we can offer appropriate assistance at any time.

To download a copy of your user manual, please visit our Machine Assistance page, select your machine series (type), then your model. Links to PDFs will appear at the top of the page.

For immediate assistance with your machine, please contact us by phone at 800.562.1465. We are available 24 hours a day, 7 days a week.

Each blend is designed to brew to a specific cup size to guarantee the best in-cup result.

Our Carafe capsules (compatible with Vertuo Next and Vertuo Creatista machines only) are designed to brew 18oz, and can be programmed to brew up to 34oz. Alto capsules, which brew 12 oz. of coffee are only compatible with Vertuo Next and Vertuo Creatista machines.

All Vertuo models allow for the 7.7oz capsules to be programmed to brew up to 17oz.

For instructions on programming your machine, please check the Machine Assistance page for your machine or call our Machine Specialists via our toll-free number, 1-877-964-6299. We are available 24 hours a day, 7 days a week.

Spare parts can be ordered by calling us at 800.562.1465. They are not available online or at Nespresso Boutiques. We are available 24 hours a day, 7 days a week.

When brewing an Espresso capsule it is not recommended to run more than 1.35 oz/40 ml through any one capsule as this will result in negative (bitter) aromas in the cup, known as "over-extraction". If you are interested in a larger cup of coffee but not necessarily a stronger one, we encourage you to try an Americano, which is an espresso shot with hot water added (eject the capsule and brew a "blank" shot).

Furthermore, you may try our Lungo range. Lungo, which translates to "long" in Italian, refers to a style of espresso which is larger than the traditional 1.35 oz/40 ml size. You can thus brew a taller cup of espresso with a single capsule. A traditional lungo is poured to 3.75 oz/110 ml. Lungos are also recommended if you are looking for a more substantial amount of coffee.

Most OriginalLine machines can be reprogrammed to brew to your preferences. Please refer to your User Manual or the Machine Assistance page for your machine, or call our Machine Specialists via our toll-free number, 800.562.1465. We are available 24 hours a day, 7 days a week.

Nespresso machines do not have a manual temperature control (with the exception of the Expert and Creatista models). If you have noticed a decrease in temperature over time, please descale your machine. We recommend descaling every 3 months or 300 capsules (whichever comes first).

For further assistance, please call our Machine Specialists via our toll-free number: 877.964.6299 for VertuoLine/800.562.1465 for OriginalLine. We are available 24 hours a day, 7 days a week.

The VertuoPlus, and VertuoPlus Deluxe machines are equipped with a descaling alert. Although the alert is described as half red and half green in your machine's user manual, the green light can appear to be yellow under certain conditions.

We recommend descaling your machine every 3 months or 300 capsules, whichever comes first. Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine. 

You may purchase a Descaling Kit online, by phone, or in any Nespresso Boutique. One kit contains enough descaling solution for two cleanings.

Please refer to the factory reset instructions in your User Manual or the Machine Assistance page for your machine, or call our Machine Specialists via our toll-free number: 877.964.6299 for VertuoLine/800.562.1465 for OriginalLine. We are available 24 hours a day, 7 days a week.

Please follow these steps:

1. Login to your Nespresso.com account, then click here and delete the Expert from your registered machines.
2. Factory reset the machine (refer to the user manual for instructions).
3. Unplug the machine for ten seconds, then plug it back in.
4. Go to your phone Bluetooth settings and unpair the machine if present. (Click here for iOS instructions or here for Android instructions.)
5. Turn the phone off and on again.
6. Uninstall the Nespresso app from the phone and reinstall it from the App Store or Google Play Store.
7. Attempt pairing again.

If these steps do not resolve the issue, please call our toll-free number, 800-562-1465. We are available 24 hours a day, 7 days a week.

Nespresso recommends you descale your machine on a regular basis, every 3 months or every 300 capsules (whichever comes first). Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine.

Each Descaling Kit contains two packs of solution and costs $8.95. Descaling Kits are available for purchase by toll-free phone or online via this link.

View our Machine Assistance page for how-to videos and instructions.

Your machine may have an air bubble. Air bubbles can block the flow of water through the spout. They usually occur if the machine is operated without water in the tank or has not been used for a long period.

Eject any capsule, ensure there is water in the tank, and then follow the troubleshooting tips below.

• For machines with two outlets (meaning a coffee outlet, and a hot water/steam outlet) alternate between activating the Lungo (large cup)function and activating the steam/hot water function until water flows from either outlet. Please be persistent; this might take a few tries. 
• For all other OriginalLine machines, activate the Lungo (large cup) function, allow it to complete the cycle, then press again. Repeat until water flows from the spout. Please be persistent; this might take a few tries.
• For VertuoLine machines, follow the Cleaning instructions in your User Manual. Please be persistent; this might take a few tries.

For further assistance, please call our Machine Specialists via our toll-free number: 877.964.6299 for VertuoLine/800.562.1465 for OriginalLine. We are available 24 hours a day, 7 days a week.

Please note: The Nespresso warranty does not cover use on any voltage other than what is specified on the bottom of the machine or other countries with identical voltage specifications.

The Nespresso machine range is specifically designed to meet precise power regulations for each geographical region. The machines sold for North America operate on 120V, 60Hz, with plug types A.C. only. When using a machine with these specifications in another country, or vise versa, there is no guarantee that it will operate properly, even with a power convertor or transformer. Machines can be irreparably damaged when used in foreign countries. Repairs are also not available for machines purchased in a foreign market.

You can follow the tips below to prevent your Aeroccino from overflowing:

• Remember there are two maximum fill lines. Fill the milk no higher than the bottom maximum fill line when you use the frothing whisk (the whisk with the coil). Fill the milk no higher than the top maximum fill line when you use the hot milk whisk (the whisk without the coil).
• Experiment with different brands and types of milk. While any type of milk may be used in your Aeroccino, the froth results will depend on the protein content of the milk used and are not always guaranteed for milk alternatives. 
• For best results, ensure that you are using ice-cold milk, and that the frother has been thoroughly cleaned out and cooled down between uses.

For further assistance, please call our Machine Specialists via our toll-free number: 877.964.6299 for VertuoLine/800.562.1465 for OriginalLine. We are available 24 hours a day, 7 days a week.

It is normal for water to collect in a machine’s drip tray and capsule container during brewing.  Brewing a taller cup of coffee or multiple cups in a short period of time will fill the tray quicker. You will also find a higher quantity of water accumulates when the pump is activated without a capsule in the chamber. 

Froth results will vary based on the variety, origin, and freshness of the milk. Please follow these troubleshooting tips:

• Ensure you are using the whisk with the metal coil to create more froth.
• Between uses, rinse the Aeroccino with cold, running water.
  • If not fully cooled down, the device will overheat (as indicated by a blinking red light) and will not run for the correct length of time.
• Experiment with different milks.
  • Different brands and types of milk will produce different qualities of froth.
  • Milk quality fluctuates throughout the year, thus results can vary from season to season and even from carton to carton.
  • We find that UHT (Ultra High Temperature) milk produces very consistent froth.
• Use fresh, cold milk from a newly opened container (no more than 3 days old).
  • Milk proteins break down rapidly after exposure to light and oxygen, decreasing its ability to froth.
  • The proteins will also settle to the bottom of the container over time. Shake the container to redistribute them before pouring the milk into the Aeroccino.

For further assistance, please call our Machine Specialists via our toll-free number: 877.964.6299 for VertuoLine/800.562.1465 for OriginalLine. We are available 24 hours a day, 7 days a week.

Your Aeroccino may be overheating if the light is blinking before the frothing cycle is complete. Rinse the Aeroccino between uses with cold, running water. If it is not fully cooled down, the frother will overheat, indicated by the blinking red light, and will not run for the correct length of time.

For further assistance, please call our Machine Specialists via our toll-free number: 877.964.6299 for VertuoLine/800.562.1465 for OriginalLine. We are available 24 hours a day, 7 days a week.

The Aeroccino+, Aeroccino3, and Aeroccino4 models have hot and cold frothing functions. For the Aeroccino4, choose a red button for hot milk preparations. For the Aeroccino+ and Aeroccino3, when the power button is pressed and released it will illuminate red to heat the milk. When the power button is held down for 2 seconds, it will illuminate blue to maintain the milk’s cool temperature.

Furthermore, all Aeroccinos are temperature-sensitive devices. The Aeroccino must be allowed to shut off automatically. Lifting the device off of the base too early will result in insufficiently heated milk.

Between uses, your Aeroccino should be rinsed out with cold, running water, until it is cool to the touch. If not sufficiently cooled down, the device may overheat causing the correct length of time to be cut short.

For further assistance, please call our Machine Specialists via our toll-free number: 877.964.6299 for VertuoLine/800.562.1465 for OriginalLine. We are available 24 hours a day, 7 days a week.

Each Nespresso machine comes with at least a one-year manufacturer’s warranty, and lifetime troubleshooting assistance. Additionally, your warranty information can be found on the back of your user manual. To download a copy of your user manual, please visit our Machine Assistance page, select your machine model, and click the “User Manual” link at the top of the page.

Like all machine spare parts, Aeroccino whisks and lids can be purchased directly from Nespresso via our toll-free number, 800.562.1465. We are available 24 hours a day, 7 days a week.

For stubborn burn marks, fill the Aeroccino part-way with warm, soapy water and allow to soak to loosen the residue.

You can prevent future burn marks inside your Aeroccino by following these easy cleaning tips:

• Make sure your Aeroccino is cold to the touch before using. It's best to rinse it with cold water in between usage.
• Use soap and cold water to clean the frother and wipe the inside of the jug with a damp, non-abrasive sponge or paper towel to remove milk residue. Remaining milk residue can cause burn marks when you use the Aeroccino again.
• Keep the whisks clean to ensure proper rotation and circulation of heat.

Please refer to our complete machine use and troubleshooting information here.

For purchases of 10 or more machines to be used as corporate gifts, promotional incentives, and rewards, please connect with a Nespresso corporate specialist to receive information tailored to your specific program by contacting corporategift@nespresso.com.

If you have any questions about a recent order, machine offers or promotion codes, please click here and scroll to the bottom of the page to find contact options. 

We have a variety of special offers throughout the year, exclusively for Nespresso customers. The best way to receive special offers is by email. You may join our mailing list by logging into your account, clicking “Welcome” at the top of the page, and selecting “Contact Preferences” from the drop-down menu.

Be sure to add nespresso@email.nespresso.com to your safe-senders list to ensure these emails are not blocked or redirected by spam filters.

We also invite you to follow Nespresso on Facebook, Instagram, and Twitter for exciting news, recipes, and offers.

You may return capsules to any Nespresso Boutique or Recycling Collection Point at participating retailers, or through the UPS mail-in program. Click here to add a complimentary UPS Recycling Bag to your order. This link may also be found under the “Accessories” tab on the website. We plan to expand the UPS program to residents of Alaska, Hawaii, and Puerto Rico in the future.

Each UPS Recycling Bag will come with a prepaid UPS shipping label. Once filled with used capsules, simply drop the bags off at any UPS drop-off point.

As of November 2019, residents of New York City are now able to recycle their Nespresso coffee capsules through the City's curbside recycling program, as they do water bottles, soda cans and other recyclable materials.

Customers in the five boroughs of New York City (Brooklyn, Bronx, Manhattan, Staten Island and Queens) no longer need to use Nespresso recycling bags to send back used capsules. Now, they can simply place their capsules in their recycling bin and place it in the appropriate location for pick up at their residence, as they do with other household recyclable materials.

For further information regarding our sustainability approach, please click here.

We have defined our ten-year growth strategy, building on the principle that coffee can be a force for good, for both humans and for nature. We will remain at the forefront of the coffee industry with exceptional coffees crafted with extreme care and creativity, while also creating positive impact for the coffee farmers we work with, the communities we operate in and the environment.

As part of our sustainability strategy, we are committing to achieving carbon neutrality in 2022.

Immediate initiatives to reduce our carbon emissions include:

• Sustainable energy usage within the Nespresso value chain: A focus on energy efficiency across Nespresso operations, including a move towards 100% renewable energy in all Nespresso boutiques and increasing the use of biogas within the manufacturing process.

• Increased circularity of Nespresso products and packaging: Strengthening the circularity of Nespresso products by increasing the use of recycled and low carbon virgin aluminum within coffee capsules. In May 2020, Nespresso launched Original Line capsules made using 80% recycled aluminum and is committed to increasing this percentage further. New 100% recyclable machine packaging made of 95% recycled cardboard was also launched earlier this year.

• Innovation in machine design: Innovation in machine design, machine energy efficiency and increasing the use of recycled plastic within Nespresso machines.

This carbon neutral commitment is part of a broader sustainability vision that will be further communicated later in 2022. It will include our approach to preserving exceptional coffees, building a resilient and regenerative coffee agriculture for Nespresso and the communities the business operates within, driving sustainable livelihoods for farmers, and building a circular business.

Since 2014, Nespresso has developed a sustainability agenda through The Positive Cup, a program that encapsulates a vision for every cup of coffee to have a positive impact on the world. This newly announced roadmap builds on this foundation, expanding on our previous commitments to lower our carbon emissions, and renewing our goal to have a positive impact on the world. Our broader sustainability vision includes our approach to preserving exceptional coffees, building a resilient and regenerative coffee agriculture for Nespresso and the communities the business operates within, driving sustainable livelihoods for farmers, and building a circular business.

Please contact us here. We will arrange for you to receive a pre-paid return label you can use to ship your Nespresso machine for recycling.

For further information regarding our sustainability approach, please click here.

We are on a journey to achieve net zero carbon emissions, building on our commitment that every Nespresso cup of coffee will be certified fully carbon neutral by the Carbon Trust by end of 2022. Part of our immediate strategy is to reduce our emissions and compensate for what is left through the purchase of carbon credits.

The Nespresso AAA Sustainable Quality™ Program differs from Fair Trade in that it seeks to find a long-term balance between high quality - which is the primary basis for the selection of our coffees - and social, environmental, and economic criteria. This program has been developed in close collaboration with Rainforest Alliance, a leading non-governmental organization.

Nespresso committed that the communities of coffee farmers that produce our high quality coffee benefit from the excellence of their crop. The AAA premium that Nespresso pays participating farmers is roughly 30-40% above the standard market price for coffee and 10-15% above coffees of similar quality. The program is about more than paying a premium; it is about building a long term relationship with coffee farmers.

For further information regarding our sustainability approach, please click here.

Earlier this year we launched our first organic coffee, Kahawa ya Congo, and we look forward to offering more organic options in the future.

In addition to this, we do offer coffee sourced from our AAA Sustainable Quality™ Program. The aim of this program, created in collaboration with the Rainforest Alliance in 2003, is to improve the growing practices of the farms from which the highest quality coffees are cultivated.

We believe that other dimensions of coffee production (e.g. economic and social aspects) are equally as important to producers, their communities and the future development of their farms.

The AAA Program incorporates the “Tool for the Assessment of Sustainable Quality” (TASQ™). TASQ categorizes and assesses each farm in order to determine how to improve the quality of the final coffee product and the socio-economic well-being of the farmers themselves. We are proud to say that we currently source over 90% of our coffee from the AAA program, and we are dedicated to increasing that percentage in the future.

For further information regarding our sustainability approach, please click here.

Yes, and we will be sharing more information on this in due course.

The regions where we source coffees are particularly vulnerable to the impacts of climate change. Extreme temperature fluctuations, heavy rainfall and droughts pose serious risks to coffee crops. What’s more, they can exacerbate pests and disease. Through sustainable coffee farming practices fostered in programs like the Nespresso AAA Sustainable Quality™ Program, we are supporting farmers to reduce the environmental impact of coffee farming and safeguarding their land for the future. Coffee producers receive training and technical assistance that encourage the adoption of good agricultural practices. These include guidance on using the appropriate amount of fertilizer and managing wastewater after milling.

We also promote biodiversity and healthy ecosystems through agroforestry, which further improves soil quality, regulates temperatures and protects against soil erosion. Planting trees in and around coffee farms helps communities build resilience by providing a layer of insulation that keeps ground temperatures more stable while trees’ roots hold the earth intact during heavy rains, preventing land erosion. They also sequester carbon, which contributes to balancing emissions. The carbon sequestration of the planted trees helps to further mitigate the Nespresso footprint.

Nespresso Gift Cards can be purchased by calling our toll-free number, 800.562.1465. Gift card value must be a multiple of $5, with a minimum value of $25 and a maximum value of $500. All gift cards are valid only in the country and currency of purchase. The gift card will arrive without any written message, ready to be personalized.

You can use your Nespresso Gift Card online, over the phone, or at any of our Boutique Locations  (excluding the bar). 

Nespresso Gift Cards do not expire but cannot be refilled once activated. Gift Cards can only be used in the country and currency of purchase.

Please contact us through or toll-free number, 800-562-1465, or Live Chat feature, to inquire about the status of your Nespresso gift card. You will need the gift card barcode and security numbers when you contact us.