First aid for your coffee

Something not quite right with your machine, grinder or the taste? Here you get help around the clock — honest, manufacturer-approved and without being put on hold. First the quick self-help, then Jackson, and if need be: us in person.

Ask Jackson — around the clock. Jackson is our AI advisor in the chat here on the website: he answers all your questions — from product recommendations to settings and troubleshooting — instantly, 24/7. Just click the oval Jackson box at the bottom centre of your screen — it opens the chat.

First Aid guides

Espresso machines →
Runs too fast or only drips, no steam, leaking, won’t heat up — the most common problems with safe steps, clear stop lines and an honest hand-off to service. Water & descaling →
Look up your water hardness, prevent problems with Brita & Apax, descale in line with the brand — and know when the machine belongs in the workshop. Grinders & scales →
Clogged, zero point gone, static, scale inaccurate — the most common problems with Varia, Weber, Comandante, Option-O, Eureka, Acaia, Mahlkönig and Timemore. Milk & foam →
NanoFoamer and Rhino thermometer: won’t froth, won’t turn silky, adjusting the thermometer — plus foam technique to practise. And the Flick, when the WDT needles jam. Cleaning & care →
How often to clean machine, grinder and milk system, and with which product — plus cleaning plan at a glance. Filter coffee & hand brewing →
V60 or Chemex takes forever, AeroPress jams, moka pot sputters, French press turns muddy — find the cause and fix it yourself.

Filter coffee, cold brew or on the go? Jackson helps you right away — and our interactive tools show you live which adjustment does what.

Grounds flying around and clinging to the cup? RDT – why a drop of water helps.

New device? First steps: Espresso machine · Grinder · Filter coffee

First steps with our coffee

The bag is open and the aroma rises. This is how our beans come into their own in your cup:

  1. Let it rest: freshly roasted beans still release gas and only show their aroma after a resting time. That is why we work with resting times instead of a roast date in days. Why, we explain in Why we don’t give a roast date in days.
  2. Store it well: whole beans, airtight and dark, without constant temperature changes, for example in a canister from Airscape.
  3. Grind fresh: grind just before brewing and only the amount you need right now.
  4. Espresso: we grind fine, start at 14.5 g and work our way up, usually to 17 g, at a ratio below 1:2, by weight.
  5. Filter: a nice starting point is 15 g of coffee to 250 g of water at around 93 degrees, roughly 1:17. Stronger with 17 g, lighter with 14 g. Step by step in Filter coffee for beginners.

Which bean suits your machine and your taste, Jackson, our AI advisor, will tell you.

Your brand — straight to the help

For our exclusive and premium brands, jump straight to the right chapter here:

Doesn’t taste the way you hoped?

“Doesn’t taste right” isn’t a defect — usually it’s just one adjustment. By the way, we extract by weight, never by time: scale on, taste decides. This way:

Nothing helped? Then it’s over to us.

Fastest line, around the clock: Ask Jackson, our AI advisor in the chat here on the website — he helps you right away with any question — from product recommendations to troubleshooting.

For anything beyond that — or if it’s a warranty case — this helps us help you without rounds of back-and-forth:

  1. Reply to your order confirmation — that way we have your order number right at hand. (Can’t find the email? Write to [email protected] and give us your order number.)
  2. Device & purchase date: model, serial number (a photo of the type plate is enough), purchased on …
  3. Description of the fault: what exactly happens, since when, how often?
  4. What you’ve already tried: which steps from the guides?
  5. Photos & videos: of the problem and the type plate — for noises please send a video with sound. Large videos (over ~20 MB) as a link.

We’ll get back to you within 1–2 business days. Prefer in person? Book an appointment or drop by our showrooms in Zurich & Bern.

Email template (just fill it in):

Order number: #
Device (brand + model):
Serial number (see type plate):
Purchased on:
Problem since:

What exactly happens:

What I have already tried (steps from the First Aid page):

Attachments: photo of the type plate / photo or video of the problem

Your statutory warranty and guarantee rights remain unaffected — the First Aid steps are voluntary and only a recommendation. Important: if you discover a defect, please report it to us promptly.

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