We have put together a list of FAQ’s, to help get your Coffee equipment up and running again.

If you are still encountering issues, then please fill in a few details in the form below and a member of our team will be in touch with you soon. If your query is urgent, you can speak to us anytime by calling us on 0800 011 40 10

Frequently Asked Questions

  • Water is dripping from one of the group heads

    This may be due to a dirty group solenoid. To clean the system, please run a clean using the blind filter provided and the coffee cleaning powder. Repeat the process if needed.

  • The hot water is discoloured and has an off-aroma

    This is caused by the milk, is really important to purge the steam arm after frothing the milk. If the water is discoloured, please drain your boiler by taking hot water from the coffee machine and allow the machine to fill up with fresh water, eventually the water will become clear.

    The machine may display ‘flashing lights’, as the machine is constantly refilling. If this occurs then turn the machine off and back on and allow the machine to completely fill. You may need to wait until the machine heats up to the correct temperature.

  • All lights on my coffee machine are flashing on and off

    Check your main water supply and ensure that the valve is open and switched on. Re-start the machine by turning off and then on again.

  • My coffee machine has no steam or hot water (lights are on)

    Check the position of the main switch and ensure that it’s set to the ‘On’ position.  Let all of the steam valves open. If the issue persists, please contact an engineer using the contact form below.

  • My coffee machine is leaking

    Discoloured water usually indicates that the waste box is blocked. To empty the waste box, please follow the below steps:

    1. Remove the drip tray, to access the waste box.
    2. If the waste box is blocked, please scrap away the excess residue to remove the blockage and dispose,
    3. Removing the blockage should resolve the issue and stop discoloured water leaking from the machine.
    4. If the problem persists, we recommend that you contact an engineer, using the contact form below.
  • Espresso Coffee is not flowing at the correct speed/consistency

    One of the main factors which determines the flow speed is how the coffee grinder is set.
    Please adjust the grinder to ‘fine’ for a faster flow, or, ‘course’ for a slower flow.
    Ensure that there is water pouring from the group head.

  • There is no coffee coming out my espresso machine

    If there is no coffee coming out of your espresso machine, try adjusting the dose of your coffee. If there is no water pouring from the machine then we recommend that you contact an engineer using the contact form below.

  • My coffee machine has no power

    Please check the freezer is plugged into the power supply and the power is switched on. You can test the socket works using another appliance.


Download Coffee Guides

  • Excellence & NGs error codes

    Coffee Guides

  • Excellence Error Codes

    Coffee Guides

  • Coffee Machine Shutdown

    Coffee Guides




Like the look of our brands for your business? We’d love to talk