Can you can you see the whole capsule?
Yes > The possible cause of the capsule getting stuck is that it is wet and stuck to a part of the machine interior or that it has tipped into the interior of the machine
(above the brewing unit).
In this case, we recommend applying gentle pressure with the tip of a teaspoon to the highest point of the capsule to correct the angle and bring the capsule into a horizontal position. The capsule should now fall into the capsule container. Do not press on the capsule with your finger.
No > It is possible that the capsule may be stuck in the brewing unit of your machine. We recommend that you slowly close the handle and lift it again to eject the capsule. If the capsule remains blocked in the brewing unit, we recommend to wait at least 15 minutes (an hour if possible) and then repeat this process. Please never insert your fingers or tools into the brewing unit to loosen the capsule. If the problem persists, please contact us.
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