NESCAFÉ^® Dolce Gusto^® FAQs

When you first purchase your machine, we’d suggest you watch this short 2 minute video which will show you how to best look after your machine​.

This may be a result of a small blockage. Before preparing your next cup, clean and dry the capsule holder, particularly the beverage outlet opening. We can assure you that the quality of the final beverage is not impacted and can be consumed.​

This is normal; as long as the capsule is not removed and discarded it will continue to drip into the cup or the drip tray (once the cup is removed). The dripping lasts longer for coffee capsules than for milk capsules. To stop dripping, remove and discard the used capsule after the light stops blinking.​

It is likely that you removed the holder from the machine too soon. Always wait for the light to stop blinking before removing the holder from the machine.​

Do not try to remove the capsule holder too soon. Always wait for the light to stop blinking. If still difficult to remove, do not force. Switch off the machine and wait for 5 minutes before trying to remove. It is important to clean your capsule holder after each use, to ensure no residual product is causing stickiness.

Water can leak when the water tank or the seal at the base of the machine is damaged. Firstly try these steps:

1.    Remove the water tank from the machine.

2.   Place the water tank on a tea towel on the bench and leave it for a short time (30-60 minutes).

3.   If the tea towel is wet then it is the water tank that may be the cause.

4.   If the tea towel is dry, then it is most likely the seal on the base of the machine.

Once you’ve gone through these steps and identified the possible issue, please call our NESCAFÉ® Dolce Gusto® team on 1800 466 975 or click here to reach us by email. If you can provide the EDG/Type/NCU number found at the bottom of your machine this will enable us to help you quickly. We’ll help as best as we can, but if your machine is past it’s 2 year warranty, we may not be in a position to replace this for you.

Firstly, check if there is water in the water tank. If no, fill tank with water and start again.If this is not the cause, the needle in the head of the machine may be blocked. The unblocking tool, which came with your machine, should be inserted into the needle to dislodge any blockage (the unblocking tool is metal and looks like a partially uncoiled spring). Before using the unblocking tool, please unplug your machine and let it cool; remove the capsule holder from the machine and lower the central lever. If the machine is brand new, or has been unused for a period of time, there may be air inhibiting water flow. To resolve this, the machine should be primed. To prime the machine, lift the water tank [with water] up and down a number of times on the back of the machine as this can be useful in expelling any air pockets. You can expect to see air bubbles rising in the tank. We suggest performing this action 10 - 20 times, then trying to achieve flow ensuring you have a cup underneath the dispenser to catch any water. This can be repeated numerous times until flow is achieved. If you have completed the above steps and there is still no flow, turn your machine off and on (switching off at power point as well) and repeat the previous step up to 10 times until water flows. In between each time turning it off and on, lift and put down the water tank a few times to apply pressure in the pipes.If you still have concerns, please do not hesitate to call us 1800 466 975 or submit an enquiry via Contact Us Online | Get in touch for any inquiries | NESCAFÉ AU

The level of foam depends on the size of the cup, the position of the drip tray, and sometimes the milk and coffee powders which are natural products that might show a small seasonality effect.​

The NESCAFÉ® Dolce Gusto® machine pumps water at up to 15-bar pressure into the NESCAFÉ® Dolce Gusto® capsule.

The high pressure and the capsules are designed to deliver an even distribution of water and pressure over the coffee to get the full flavour. This system uses pressure similar to that of professional cafe quality machines.

All NESCAFÉ® Dolce Gusto® machines are produced with an iconic NESCAFÉ® red protective power cable which aligns with our NESCAFÉ® branding.

We have some spare parts available for our current machines. If you need replacement parts for your machine, please let us know your machine model (e.g. Genio S, Piccolo XS, Infinnissima) and the EDG, Type of NCU number on the bottom of the machine. Call our NESCAFÉ® Dolce Gusto® team on 1800 466 975 or reach via Contact Us Online | Get in touch for any inquiries | NESCAFÉ AU and we’ll arrange for the part to come out to you if its available.

Unfortunately, we don’t have any rinsing tools available, however if you’ve misplaced your tool, you can use a conventional needle or pin instead.​

There are minerals such as calcium and magnesium that are naturally present in most water supplies. The accumulation of these minerals may cause the build up of limescale. Over time, limescale slows waterflow, reduces the capacity and could reduce the effectiveness of heating the water used to make your drinks. Descaling removes the build up of limescale, keeping water flow fast and pump pressure high.

We recommend using a universal liquid descaling kit available to purchase from most electrical retailers to descale your NESCAFÉ® Dolce Gusto® machine every 6 months (or every 300 cups).​

If you’ve tried descaling and unclogging the injector as explained in the machine leaflet, and are still having problems, please call our NESCAFÉ® Dolce Gusto® team on 1800 466 975 or reach us by email so we can help. If you can let us know the exact nature of the problem, the type of machine you have and the age of your machine, this will help us troubleshoot with you.​

We cannot comment on other companies’ capsules’ and their compatibility with our NESCAFÉ® Dolce Gusto® machines. The NESCAFÉ® Dolce Gusto® capsules and the NESCAFÉ® Dolce Gusto® machines are designed to interact together.​

Yes, all NESCAFÉ® Dolce Gusto® capsules can now be recycled via our partnership with experts TerraCycle®. For more information on how to start recycling today visit www.terracycle.com.au​.

No, none of our capsules contain soy milk.

Unfortunately the NESCAFÉ® Dolce Gusto® Milk capsules are not available on their own at this time.​

By using the milk capsule first and then the coffee capsule, the foam of the final beverage remains white. This is the authentic way of preparing these beverages. If the opposite is done, the foam becomes brown.