Top 5 FAQ

How much does a repair cost?

During the 2-year warranty period, Nespresso offers the Nespresso Assistance Package for machines that are covered with valid warranty. Click here to find out more about the Nespresso Assistance Package.

For machines that are out of/not covered with warranty you will be presented with a quote based on which you can decide whether you would like to proceed with the repair. Please contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) for more information.

How long is the Nespresso warranty?

Nespresso products are subject to two-year warranty against defects in materials and workmanship. The warranty period begins on the date of purchase and Nespresso requires presentation of the original proof of purchase to ascertain the date.

During the warranty period, Nespresso will either repair or replace any defective product at no charge to the owner. Replacement products or repaired parts will be warranted only for the unexpired portion of the original warranty or six months, whichever is greater.

This limited warranty does not apply to any defect resulting from negligence, accident, misuse, or any other reason beyond Nespresso’s reasonable control, including but not limited to: normal wear and tear, failure to follow the product instructions and service manual, improper or inadequate maintenance, calcium deposits or descaling, connection to improper power supply, unauthorized product modification, fire, lightning, flood or other external causes. The use for commercial purposes could void this warranty.

This warranty is valid only for machines purchased in Indonesia through Kanmo Retail Group. Should the cost of repairs or replacement is not be covered by this warranty, Nespresso will advise the owner and the cost could be charged to the owner.

Except to the extent allowed by applicable law, the terms of this limited warranty do not exclude, restrict or modify the mandatory statutory rights applicable to the sale of this product and are in addition to those rights.

If you believe your product is defective, contact our Coffee Specialists at 1500498 (Monday to Friday, 9am - 6pm).

Where can I buy Nespresso capsules?

Nespresso capsules can be purchased from the following channels:

  1. Our website at www.nespresso.co.id
  2. Phone ordering via our hotline at 1500498
  3. Our boutique at the following address:

Nespresso Boutique in Plaza Indonesia
1st Floor
Jl. MH. Thamrin No.28-30
Gondangdia, Menteng, Kota Jakarta Pusat,
Jakarta, Indonesia, 10350
Opening hours: 10:00am to 10:00pm

Our capsules cannot be purchased in department stores, in tableware or appliance shops. In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house. This ensures maximum freshness and preservation of your capsules upon arriving at your home (or office), thus guaranteeing the highest quality coffee experience, cup after cup.

Do Nespresso capsules have an expiration date?

Our Grand Cru coffees have a twelve-month shelf life since the moment they are produced. They do not have an expiry date, but a best before date. This means the quality, the aromas and the taste remain optimal for no less than twelve months. The product remains safe for consumption once past this date.You can find that date printed on each sleeve.

We guarantee the aromatic profile of our coffees for 12 months. Past these 12 months, there might be a small reduction in the aroma intensity in the blends, but they are still good for consumption.

How much do the capsules cost?

Nespresso offers 25 coffee capsules in 6 different categories - Intenso, Espresso, Master Origin, Variations, Lungo and Decaffeinated blends. Each sleeve of coffee contains 10 capsules and are priced between IDR 84,000 – IDR 99,000*.

COFFEE AND MACHINE INFORMATION

Where can I buy Nespresso capsules?

Nespresso capsules can be purchased from the following channels:

  1. Our website at www.nespresso.co.id
  2. Phone ordering via our hotline at 1500498
  3. Our boutique at the following address:

Nespresso Boutique in Plaza Indonesia
1st Floor
Jl. MH. Thamrin No.28-30
Gondangdia, Menteng, Kota Jakarta Pusat,
Jakarta, Indonesia, 10350
Opening hours: 10:00am to 10:00pm

Our capsules cannot be purchased in department stores, in tableware or appliance shops. In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house. This ensures maximum freshness and preservation of your capsules upon arriving at your home (or office), thus guaranteeing the highest quality coffee experience, cup after cup.

How much do the capsules cost?

Nespresso offers 25 coffee capsules in 6 different categories - Intenso, Espresso, Master Origin, Variations, Lungo and Decaffeinated blends. Each sleeve of coffee contains 10 capsules and are priced between IDR 84,000 – IDR 99,000*.

What are the Limited Editions from Nespresso?

Every year, Nespresso introduces one or more limited editions to surprise our Club members with new coffee discoveries. Due to their exclusive character, these limited editions are available until our stock is depleted.

Do Nespresso capsules have an expiration date?

Our Grand Cru coffees have a twelve-month shelf life since the moment they are produced. They do not have an expiry date, but a best before date. This means the quality, the aromas and the taste remain optimal for no less than twelve months. The product remains safe for consumption once past this date.You can find that date printed on each sleeve.

We guarantee the aromatic profile of our coffees for 12 months. Past these 12 months, there might be a small reduction in the aroma intensity in the blends, but they are still good for consumption.

What decaffeination process does Nespresso use?

The green coffee is soaked in water of around 80° C for about an hour. The caffeine dissolves into the water.

The coffee is then removed from the water and carbon is added to the water to remove the caffeine. After that the coffee is put back into the water to dry out and reabsorb the natural coffee bean aromas. The usual grinding and roasting methods are then employed.

The removal of caffeine is, therefore, completely natural. This decaffeination process removes up to 99.9% of the caffeine from the coffee beans.

How many calories does a Nespresso capsule contain?

The calorie content in an Espresso cup is negligible. There are 1260 Kj (300 Kcal) in 100 grams of roasted and ground coffee. The Nespresso Espresso capsules contain an average of 5.5 grams of coffee and Lungos contain around 7 grams. The fact that the ground coffee is dissolved in water means that a cup of coffee contains even fewer calories. A 40 ml Espresso contains around 0.6 calories and a 110 ml Lungo contains around 1 calorie.

How much caffeine is contained in each capsule?

The quantity of caffeine depends on the Grand Cru and is defined by the proportion of Robusta in the blend (Robusta contains more caffeine than Arabica) and the grammage of coffee per capsule.

  • The ristretto range (25 ml) varies from 60 to 80 mg caffeine per cup. Kazaar is an exception as it is very high in Robusta and contains 120 mg of caffeine.
  • The Lungo coffees (110 ml) range from 60 to 80 mg caffeine per cup. 
  • The decaffeinated coffees contain 5-6mg caffeine per cup.

All coffees in the Professional line contain between 60 to 85 mg caffeine per cup.

Do the Nespresso capsules contain allergens?

Nespresso capsules do not contain any source of food allergens. However we suggest that it would be best to consult your family doctor before consumption.

Why does Nespresso use aluminum to pack their capsules?

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 also 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 lightweight provides environmental advantages from a logistics perspective providing further advantages from a sustainability perspective.

Nespresso capsules are totally protected from air and light to ensure freshness over time: aluminium is the only material to guarantee such optimal protection. Nespresso aluminium capsules are coated with a food-grade lacquer to prevent any contact between the aluminium and the ground coffee.

Aluminum is also a material that can be infinitely recycled without losing any of its properties (approximately one third of the world aluminum demand is met by recycled sources and 75% of the aluminum ever produced is still in circulation). Coffee grounds can also be reused in a number of ways. They can be used for example, as a natural fertilizer for agriculture or as an energy source for the production of electricity or domestic heating. In Indonesia, the used coffee grounds are composted and used as fertilizer in a local organic farm.

Can pregnant women drink coffee?

It is generally safe for expectant mothers to consume a total of 300mg of caffeine a day. However we suggest that it would be best to consult your family doctor before consumption.

Does Nespresso offer tea or hot chocolate capsules?

Nespresso foremost priority is sourcing the highest quality coffee beans and providing exquisitely unique espresso blends to our members worldwide. At this time, we do not have any plans to add tea or hot chocolate related capsules to our Grands Crus selection. We do offer Limited Edition and flavoured Variation espressos each year.

What is the difference between the Aeroccino3 and Aeroccino 4?

These two milk frothing devices are very similar, with the ability to achieve the same results for hot or frothed milk. Additionally, they can both prepare cold froth for iced cappuccinos.

Aeroccino 4 is chrome plated and has a handle, with 4 different milk option: Cold milk froth for ice coffee recipes, hot milk for lattes, warm & airy milk foam for cappuccinos and warm & dense milk foam for latte macchiatos. The Aeroccino4 is also dishwasher proof to ease cleaning.

Aeroccino3 has a modern ribbed look with no handle, and is available in 3 colours. The Aeroccino3 comes with a spring removable whisk with 3 different milk option: light & creamy, warm & dense foam, hot or cold for your Latte or Cappuccino recipes with the touch of a button.

The maximum milk capcities are as follows:

Aeroccino 3 and 4
Maximum capacity for milk foam: 120 ml
Maximum capacity for hot milk: 240 ml

I am looking for a coffee machine for my office. Where can I buy one?

You can find the various coffee machines for offices on our website www.nespresso.co.id You can compare different possibilities and choose the one that suits best your company’s needs.

If you need additional information, please complete the online form here. You can also contact our call centre at 1500498 (Monday to Friday, 9am – 6pm).

ORDERS AND DELIVERY

What are the available modes of payment on the website?

Payment can be made via debit or credit card, available for Mastercard, Visa and Amex. Nespresso.co.id uses Secure Sockets Layer (SSL) software. This software is the industry standard and among the best software available today for secure on-line commerce transactions. It encrypts all of your personal information, including credit card number, name and address, so that they cannot be read as the information travels over the Internet.

We also received another instant payment method such as KlikBCA Internet Banking and BCA Virtual Account when you ordered online

What are the available delivery options on the website?

Nespresso offers delivery to all areas within Indonesia. We will deliver available items within 2 - 3 working days for Jabodetabek and 3 - 9 working days for areas outside Jabodetabek after payment is received. Deliveries are made daily except Sunday and public holidays.

How can I order Nespresso capsules?

Nespresso capsules can be purchased from the following channels:

  1. Our website at www.nespresso.co.id
  2. Phone ordering via our hotline at 1500498
  3. Our boutique at the following address:

Nespresso Boutique in Plaza Indonesia
1st Floor
Jl. MH. Thamrin No.28-30
Gondangdia, Menteng, Kota Jakarta Pusat,
Jakarta, Indonesia, 10350
Opening hours: 10:00am to 10:00pm

Our capsules cannot be purchased in department stores, in tableware or appliance shops. In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house. This ensures maximum freshness and preservation of your capsules upon arriving at your home (or office), thus guaranteeing the highest quality coffee experience, cup after cup.

What is the minimum order to enjoy free delivery?

Enjoy free delivery with minimum IDR 600,000 spent online.

How can I amend or cancel my order?

If you wish to cancel or amend an internet order, please contact the Nespresso Club at 1500498 (Monday to Friday, 9am-6pm) with your order reference number immediately. If the order has been processed before you contact the Nespresso Club and you wish to return the items ordered, please contact the Nespresso Club for our returns policy.

My order has still not arrived. What should I do?

If you have been waiting longer than the agreed delivery time period, please contact the Nespresso Club at 1500498 and our Coffee Specialists will be able to assist you.

Why can’t I buy Nespresso capsules outside of Nespresso Boutique and website?

In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house. This ensures maximum freshness and preservation of your capsules upon arriving at your home (or office), thus guaranteeing the highest quality coffee experience, cup after cup.

Can I have a product gift-wrapped by Nespresso?

This service is currently not offered by Nespresso Indonesia.

Can I send Nespresso capsules overseas?

You cannot send orders abroad from Indonesia. If you would like to do so, you should use the Nespresso Club in the country in which you would like the products delivered.

What should I do if my package is damaged or incorrect?

If you have received a damaged package, please contact the Nespresso Club at 1500498 and our Coffee Specialists will provide you with the best possible solution.

Can I have the receipt for my order?

We will enclose the receipt with the order when the person making the order resides at the delivery address. We will send the receipt separately if the billing address is different from the delivery address.

ONLINE SUPPORT

I forgot my password. What should I do?

If you have forgotten your password or would like to amend it, please go to www.nespresso.co.id and click on the link “forgotten your password?” found at the top right hand corner of the page. Enter your email address and a reset password link will be sent to your email. Please note that the reset password link only valid for 72 hours. If you do not receive a reset password email within 30 mins or the reset password link has expired, please call the Nespresso Club at 1500498 and we will assist you immediately.

You can also contact the Nespresso Club at 1500498 to reset your password.

How can I change my email address?

You need to log in to your internet account via www.nespresso.co.id if you wish to change your email address. Once you’ve logged in, click on “My Account” option at the top right corner of the page. Select the option “My personal Information" and "Change my personal information" and enter your new email address.

You can also contact the Nespresso Club at 1500498 to update your email address.

How can I change my delivery and/or billing address?

You can amend your address via your Internet account. When you log in via www.nespresso.co.id, click on the “My Account” option at the top of the screen. Select the option “My personal Information” and click on "Change my address". You can add a new or amend an existing address via the option "My Addresses".

Alternatively, you can amend your address while placing an internet order. When placing your order, you are provided with an order details and delivery address after you click on "Proceed to checkout". The delivery and invoicing address(es) are given at the top. You can click on the button "Edit" to amend an existing or "Choose another delivery address" to add a new address.

You can also contact the Nespresso Club at 1500498 to change or update your address.

How do I register my machine online?

If you are a new club member and do not have an Internet account, you can register your machine when you register for an Internet account. Go to https://www.nespresso.co.id to start the registration process. After you have filled in the details, you will be prompted to register your machine. Select your machine amongst all the machines listed and enter the details listed on the page.

If you already have an Internet account, log in via www.nespresso.co.id, click on the “My Account” option at the top of the screen. Select the option “My Machines” and click on "Add a machine". Select your machine amongst all the machines listed and enter the details listed on the page.

If you still have trouble registering your machine, please call the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) and we will assist you immediately.

Where can I find my membership number?

Your Nespresso membership number is created when you register with the Nespresso Club on the phone, at the Boutiques or on Nespresso's website at www.nespresso.co.id.

You can find your membership number in the following ways:

  • Order invoice
  • In your Internet account after you login. Click on "My Account" and select "My Personal Information".
  • In the second email (subject: Nespresso: Your Club Membership number) you receive when you register on the Nespresso website

You can use your registered email address or phone number to validate your Club Membership.

To register your email address and phone number online, go to www.nespresso.co.id and click on the “Log In/Register New Account” button on the top of the page.

You can call the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) if you would like to know more about your membership.

I already have a club membership number. How do I register?

If you have a club membership number, we advise you to register in our website at www.nespresso.co.id to activate your Nespresso Indonesia Club Membership.

To register, click on the “Log In/Register New Account” button at the top of the page and select “Start Registration”. Fill in your first name, last name, email address and password. You will use this email address and password to login to your account

You can also call the Nespresso Club at 1500498 (Monday to Friday, 9 AM – 6 PM) to activate your Internet account. Our Coffee Specialist will send you an email to set up your password to activate your Internet account.

How do I register as a Club Member?

Go to www.nespresso.co.id then click on the “Log In/Register New Account” button at the top of the page and select “Start Registration”. Fill in your first name, last name, email address and password. You will use this email address and password to login to your account

Fill in your delivery and/or billing address, telephone number and select "Continue". On the next page, register your Nespresso machine by selecting the model and entering your machine serial number and date of purchase. If you wish to register it later, click on "Skip Machine Registration". Your account is successfully created and you may now proceed to place your order.

If you face difficulties during the registration process, please contact the Nespresso Club at 1500498 (Monday to Friday, 9am-6pm).

My reset password link has expired. What should I do?

Try to login and click on "forget password". We will send you a new reset password link to your email. Please note that this link will expire in 72 hours.

If you face any difficulties, please contact the Nespresso Club at 1500498.

I have relocated to/from another country. How do I migrate my account?

If you relocated from another country, we advise you to register your account at www.nespresso.co.id to activate your Nespresso Indonesia Membership Club. To register, click on “Log In / Register New Account” located at the top of the page and fill in the details of your personal information.

Nespresso Indonesia Club Membership is specific to Indonesia. So if you relocated to another country, you can register your Nespresso club on the country specific website.

I cannot login my account.

If you have a registered account, please reset your password by clicking on "Log In/ Register New Account" located at the top of the page. You will find “Forgot Your Password?” link to reset your password then you will be promted to fill in your registered email address. If you do not receive an email to change your password please contact the Nespresso Club at 1500498 (Monday to Friday, 9 AM to 6 PM).

If you don’t have a registered account, please register for a new account by clicking on "Log In/ Register New Account" located at the top of the page or click on this link: https:/ www.nespresso.co.id

PRODUCT ISSUE

I have received damaged/defective products. What should I do?

Please contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) or by email. Please have the relevant packaging on hand when you call us; the production codes on the packs allow us to trace the production batch. Please also provide us with as much information as possible about the nature of the damage/defect, as this will help us find an effective solution.

There is a change in the coffee taste of my capsules

To maintain the optimum temperature, flow and quality of your coffee, you are advised to descale your machine after every 400 to 600 capsules or at least once a year.

Please contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) or by email if you need further assistance.

MACHINE SUPPORT

How long is the Nespresso warranty?

Nespresso products are subject to two-year warranty against defects in materials and workmanship. The warranty period begins on the date of purchase and Nespresso requires presentation of the original proof of purchase to ascertain the date.

During the warranty period, Nespresso will either repair or replace any defective product at no charge to the owner. Replacement products or repaired parts will be warranted only for the unexpired portion of the original warranty or six months, whichever is greater.

This limited warranty does not apply to any defect resulting from negligence, accident, misuse, or any other reason beyond Nespresso’s reasonable control, including but not limited to: normal wear and tear, failure to follow the product instructions and service manual, improper or inadequate maintenance, calcium deposits or descaling, connection to improper power supply, unauthorized product modification, fire, lightning, flood or other external causes. The use for commercial purposes could void this warranty.

This warranty is valid only for machines purchased in Indonesia through Kanmo Retail Group. Should the cost of repairs or replacement is not be covered by this warranty, Nespresso will advise the owner and the cost could be charged to the owner.

Except to the extent allowed by applicable law, the terms of this limited warranty do not exclude, restrict or modify the mandatory statutory rights applicable to the sale of this product and are in addition to those rights.

If you believe your product is defective, contact our Coffee Specialists at 1500498 (Monday to Friday, 9am - 6pm).

I have a technical question around my machine. Who can I ask?

You may choose your machine model at Nespresso Assistance videos page and let us guide you through our step-by-step videos.

If you require further assistance, please contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) .

How much does a repair cost?

During the 2-year warranty period, Nespresso offers the Nespresso Assistance Package for machines that are covered with valid warranty. Click here to find out more about the Nespresso Assistance Package.

For machines that are out of/not covered with warranty you will be presented with a quote based on which you can decide whether you would like to proceed with the repair. Please contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) for more information.

There is no water coming out of the coffee outlet. What can I do?

If you press a cup button and no water comes out of the spout, it is possible that the machine has an air bubble which most often occurs when the tank runs empty or after a period of non-use.

For Essenza machine, simply lift the coffee lever and push it away from you. While applying pressure, press either cup button until water appears in the capsule chamber.

CitiZ, Pixie, and Lattissima owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press the large cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released.

For owners of machines with steam arms, it is best to activate the steam/hot water function. The lower pressure this function operates with allows the air to be released with greater ease.

Please feel free to visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Club Assistance Service guide on each machine.

Alternatively, you are welcome to contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) for further assistance.

My machine coffee volume does not seem right. How can I reset the volume? (Factory reset)

If you are not satisfied with the amount of coffee that your Nespresso machine provides, you can reset the amount delivered.

Please feel free to visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Club Assistance Service guide on each machine.

This quantity will be saved in the memory of your machine. In future, your cup will be filled to this default level. You may also programme the coffee volume for all coffee buttons on your machine.

Alternatively, you are welcome to contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) for further assistance.

Cup size programming

If you are not satisfied with the amount of coffee that your Nespresso machine provides, you can set the volume delivered

Please feel free to visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Club Assistance Service guide on each machine.

This quantity will be saved in the memory of your machine. In future, your cup will be filled to this default level. You may also programme the coffee volume for all coffee buttons on your machine.

Alternatively, you are welcome to contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) for further assistance.

My machine switches itself off after a while. Is this normal?

Yes, our machine will turn itself off after 9 minutes of inactivity to minimise energy use.

How often should I descale my Nespresso machine?

In order to keep your Nespresso machine in optimal condition, you are advised to descale your machine after every 400 to 600 capsules or at least once a year. This will help to maintain the optimal temperature and quality of your espresso.

I have purchased a descaling kit for another type of Nespresso machine. Can I use it anyway?

The fluid in our descaling kit is identical so you can use the set with another Nespresso machine. Please ensure that you follow the appropriate descaling instructions for your machine.

There is sometimes water in the drip tray. Where does this come from?

There will always be some water in the drip tray as every time you eject a capsule, the remaining water from the capsule chamber is released into the drip tray.

I find coffee grounds in my cup. Is this normal?

If a capsule is damaged (before or during the extraction), coffee grounds can be found into the cup.
Check that a capsule was not crushed while closing the lever/slider. If so, rinse the system and look for the problem, such as:

  • full capsule container
  • capsule stuck in the capsule cage
  • capsule stuck in the extraction chamber


Extraction system opened too soon (during or just after extraction). Wait 2 to 3 seconds before opening the extraction system.
If you need further assistance, please contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm).

Where can I find a manual for my machine?

You can download the machine user manual here.

You can also contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) and we will be happy to provide you with a soft copy by email.

My machine broke down. How can Nespresso assist me?

Your machine is crucial to the Nespresso system. It guarantees the perfection of your espresso, cup after cup, and as such it deserves the best of care.

If it needs technical repairs, please contact the Nespresso Club directly at 1500498 (Monday to Friday, 9am – 6pm). Our Coffee Specialists are qualified to carry out a full diagnosis by phone as soon as you call them. If appropriate, they will advise that you opt for the Nespresso Assistance Package*, which includes:

  • The collection of your Nespresso machine from your home or an address of your choice
  • The loan of a Nespresso machine for the repair period (subject to availability and excludes Aeroccino milk frothers)
  • Repair of your Nespresso machine and a full check of its components
  • Return of your Nespresso machine to the same collection address
  • A further 6-months repair warranty after the return of your Nespresso machine

*Terms and conditions apply. Free service only for genuine Nespresso machines still covered by the manufacturer's warranty and purchased in the country where the repair is undertaken.

Aeroccino Troubleshooting: Burn Marks

The burn marks you are experiencing are a build up of milk proteins over the heating element. These will need to be removed in order to avoid further complications with your Aeroccino. The following steps are recommended:

  • The use of a Teflon-safe (or non-stick) scourer on the inside surface of your Aeroccino to remove the burnt patches of milk
  • Cleaning the inside of your Aeroccino, as above, after every use
  • Ensuring the inside of your Aeroccino remains free from any scratches or permanent marks

If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our number 1500498 or email from our website. A trained Coffee Specialist will be happy to assist you.

Aeroccino Troubleshooting: Flashing red light

If the red light on your Aeroccino is flashing continually and the heating cycle stops prematurely, it means that your Aeroccino has detected that it is heating up too quickly. Please find below some common causes and resolutions for this:

  • Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.
  • Traces of milk left in the Aeroccino: The Aeroccino must be thoroughly cleaned after each use. If traces of milk are left in it, the temperature rises very fast and the Aeroccino stops spinning and heating much earlier. We suggest that the inside of your Aeroccino should be thoroughly cleaned with cool water and a Teflon-approved or non stick scourer after every use. It is advised to also rinse the whisk used to maintain the quality of your unit.

If you require any further support for your Aeroccino (including warranty claims), please contact the Nespresso Club directly via our number 1500498 or email from our website. A trained Coffee Specialist will be happy to assist you.

Aeroccino Troubleshooting: Milk not frothing

The amount of froth produced by the milk, is dependent on the amount of protein present in your milk of choice. The protein content can vary between batches of milk, meaning that one bottle of milk may produce a different level of froth to another. This can also vary seasonally - most notably during the warmer months.

We advise the most effective resolutions are to:

  • Ensure your Aeroccino is functioning correctly - whisks spin, milk heats and red light does not flash
  • Trial with a different bottle/type of milk

If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our number 1500498 or email from our website. A trained Coffee Specialist will be happy to assist you.

Aeroccino Troubleshooting: Whisks not spinning

Nudge the whisk slightly; it might be that the magnetism stopped for a short time. Check the function of the other whisk if it's working.

Rinse inside of the jug and the whisk with cold, running water and make sure to wipe with a damp, non-abrasive sponge or paper towel to remove milk residue after each time use.

For the Aeroccino 3, Check that the ON-OFF button is ON (red LED lighted)

If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our number 1500498 or email from our website. A trained Coffee Specialist will be happy to assist you.

Aeroccino Troubleshooting: Why is my Aeroccino overflowing?

The Aeroccino is a thermostatic (temperature sensitive) device which automatically powers off after reaching a set temperature. It does not detect the amount of froth being produced in the jug. As the Aeroccino is designed to heat the jug and rotate the whisks, it is functioning properly.

Be sure that the correct max fill line was utilized with the correct whisk. When using the frothing whisk, which has a coil for cappuccinos and macchiatos, fill milk to the lower maximum fill line. When using the hot milk whisk for lattes, you can fill it to the higher maximum fill line.

Different brands and types of milk will produce different qualities/quantities of froth. We find that UHT (Ultra High Temperature) milk produces very consistent froth. Milk quality fluctuates throughout the year, so the same brand and fat content may produce a different froth in the spring than it does in the winter

If your Aeroccino begins to overflow, you can safely remove it from its base without damaging the device.

Aeroccino Troubleshooting: Milk froth is not hot enough

Please note that the Aeroccino is designed to warm the milk froth to the temperature of 60 to 70 degrees only for optimal froth results.

If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our number 1500498 or email from our website. A trained Coffee Specialist will be happy to assist you.

Aeroccino Troubleshooting: Cannot turn on

If the Aeroccino does not switch on, first of all try a different socket. Ensure that the Aeroccino is placed on the base correctly before pressing the ON button. Be aware that the machine device will not respond when it is cooling down.

The Aeroccino might be overheated. Please fill it up with cold water or ice cubes and wait for 30 minutes.

Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.

If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our number 1500498 or email from our website. A trained Coffee Specialist will be happy to assist you

Aeroccino Troubleshooting: Milk froth is of low quality

Optimal milk condition: 1.5 % fat content, stored cool, package should be open max. 2 days.

Please note that 50 % milk froth, 50 % warm milk is normal.

If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our number 1500498 or email from our website. A trained Coffee Specialist will be happy to assist you.

How do I clean the Aeroccino?

Please clean the Aeroccino after each use. Rinse it with cold water and use a soft cloth for cleaning. Never use aggressive cleaning materials because the teflon-cover could be damaged.

Please feel free to visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Club Assistance Service guide to clean the Aeroccino.

How should I maintain my Aeroccino?
  1. It is necessary to clean the bottom of the jug after each single preparation to avoid the problem of milk remaining and it is impossible to clean the bottom of the jug (persistent milk deposit).
  2. The milk remainders can become odorous. It is necessary to clean the bottom of the jug after each single preparation with a damp cloth to avoid the problem.
  3. Use a damp cloth to clean the Aeroccino. Don't place it in the dishwasher.
    Start the cleaning procedure (refer to user manual for description of procedure).
    Repeat the procedure if needed.

If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our number 1500498 or email from our website. A trained Coffee Specialist will be happy to assist you.

Can I trade in my machine?

To maintain the optimum temperature, flow and quality of your coffee, you are advised to descale your machine after every 400 to 600 capsules or at least once a year.

Please contact the Nespresso Club at 1500498 (Monday to Friday, 9am – 6pm) or by email if you need further assistance.

How do I find my machine serial number?

As there are various serial numbers on the box and at the base of the Nespresso machine, the Nespresso serial number which consists of 19 alphanumeric characters can be located in one of the following places:

  • On the Drip Tray, printed on a removable sticker;
  • At the base of the machine, printed on a removable sticker; or
  • On the original box the machine arrived in.

BRAND & PROMOTIONS

Does Nespresso offer Fair Trade coffee?

At Nespresso, we believe that each cup of coffee can not only deliver a moment of pleasure, but also restore, replenish and revive environmental resources and communities. The Positive Cup’s overall vision is to create a cup of coffee that has a positive impact on the world.

As a company, sustainability is our way of doing business and is at the heart of everything we do. We understand and respect the responsibility that Nespresso has in creating a sustainable coffee economy and embed our best practice sustainability principles throughout our value chain, from the coffee cherry to the cup.

The Positive Cup program incorporates ambitious goals in the areas of coffee sourcing and social welfare; aluminium sourcing, use and disposal and resilience to climate change.

RECYCLING

How does Nespresso recycle the capsules?

For many years, Nespresso has been supporting sustainable development initiatives by selecting the best coffees grown and harvested in sustainable farms and agricultural communities. The recycling of its capsules is a logical and key step in the company’s approach to sustainability.

Nespresso Grands Crus coffees are packaged in a capsule made of aluminium, a material that best protects the freshness of the ground coffee and can be recycled infinitely. All components of the Nespresso capsule are recyclable: not only the aluminium, but also the coffee grounds. These two components are separated before being processed. To be recycled, aluminium is simply re-melted. This process, which requires very little energy, results in no loss of weight or quality and can be repeated infinitely.

In most countries, the used coffee grounds are composted and used as fertilizer in a local organic farm.

How can I recycle my capsules?

Take a Nespresso recycling bag from your nearest Boutique and once filled, drop them off at any Nespresso Boutique. Our Nespresso boutiques are located at the following location:

Nespresso Boutique in Plaza Indonesia
1st Floor
Jl. MH. Thamrin No.28-30
Gondangdia, Menteng, Kota Jakarta Pusat,
Jakarta, Indonesia, 10350
Opening hours: 10:00am to 10:00pm