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 that case, we suggest using the tip of a teaspoon to gently apply pressure on the highest side of the capsule, 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. We advise you to wait a couple of minutes for the capsule to cool, then slowly and gently close and lift the lever again. This should eject the paper-based capsule. If it remains blocked in the brewing unit, we suggest waiting at least 15 minutes (an hour if possible), then repeating this process.
Please don’t insert your fingers or any tools into the brewing unit to dislodge the capsule. If the problem persists, contact us: 0800 162 64 / (+32 2 788 09 60)
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