Frequently Asked Questions

No, the pod must not be opened (please follow the instructions in the User Manual).

If there is an issue with a purchased NESCAFÉ Dolce Gusto® product, please contact us via phone at (800) 745-3391 regarding return policy.

Please use the following Troubleshooting guide as a reference. If you are unable to resolve your issue, please call/text us anytime at (800) 745-3391. We’re 100% committed to your ideal cup!

Please check if there is water in the water tank. If so, stop the machine and switch it off. After waiting for 3 to 4 minutes, slowly move the locking handle up and remove the holder. If removal of the holder is not easy, do not force it, but rather wait an additional 3 to 4 minutes. Afterwards, remove the pod, rinse holder and try again with a new pod. If the situation persists, please contact NESCAFÉ Dolce Gusto® Consumer Services for repair.

Please be sure that the water tank is seated correctly. There should be no space between the tank and the back of the machine. If the situation persists, please contact NESCAFÉ Dolce Gusto® Consumer Services for repair.

The level of foam depends on the size of the cup, the position of the drip tray and sometimes the milk and coffee powders, as these are natural products that might show a small seasonality effect. If the foam amount is significantly lower than normal, please use another box of pods.

Please follow the instructions in your User Manual. There may be a taste variation if different amounts of water are used from cup to cup.

Please check that you are using room-temperature water and not refrigerated water. If necessary, descale the machine. Find descaling instructions on our website nestleprofessional.us. Click here for Descaling video.

Please check that you are using bottled/purified water or fresh tap water. Please also check if the needle is free of obstructions, and remove any obstacle if necessary using a thin needle. Click here for Unblocking Video.

Some products (e.g. coffee pods) are designed to flow slower than others (e.g. milk pods) in order to achieve the desired cup quality. If flow is slower than normal, please descale the machine and clean the needle by removing any obstacles lodged in it. For more details on cleaning the needle, please visit our website at nestleprofessional.us and view the video "Keep Your NESCAFÉ Dolce Gusto®️ in Tip-Top Shape."