Then, check if you can see the capsule:

1. Remove external items. Pull out and empty the capsule container and drip tray.
2. Open the head slowly. 
3. Gently lift the lever/handle just enough to see into the capsule chamber — do not force it. 
4. If it won’t open, keep the machine unplugged and try again after a short wait. 

• If you can see the capsule:

Often the capsule is tilted or stuck to the side. Use the tip of a teaspoon (not your finger) to gently nudge the high side of the capsule so it becomes horizontal and can drop through. If it releases, remove it and discard. 

• If you can’t see the capsule (it’s inside the brewing unit):

With the head slightly open, slowly push the lever toward the closed position but stop before it closes completely; once you feel the point of resistance, gently lift the lever again — this motion often unseats and releases the capsule. If anything becomes visible, use the spoon tip as above. 

• Check for a double capsule or wet capsule: 

Two pods can get in together or a wet capsule can stick to the chamber walls; either can be nudged free with the end of a teaspoon. (If you use compostable pods, wait 5 seconds after brewing to eject them — they’re more likely to stick when hot/wet). 

If however, you do manage to retrieve the capsule, once freed, replace the capsule container and drip tray, plug the machine in, turn the machine on and run a cleaning cycle:

1. Empty the capsule drawer.
2. Press the cleaning button.
   • To start the cleaning, press the cleaning button again and hold it for 3 seconds. 
   • To exit the cleaning, press any other button. 
3. Carefully remove and drain the milk container(s).
4. Carefully wipe both milk suction tubes using different single-use disposable tissues or paper towels. Afterwards, press any button. 
5. Clean the milk container(s) in a dishwasher and place aside. 
6. Place empty 5 litre container into the refrigerator and guide both suction tubes into the container. The refrigerator door must be open during the cleaning process.
7. Press any button. 
8. Remove the cleaning key and insert two cleaning tablets. 
9. Insert the cleaning key. The cleaning procedure will starts automatically. 
   • After the cleaning process, the machine switches to the maximum saving mode. 
10. After the cleaning, carefully wipe both milk suction tubes using different single-use disposable tissues or paper towels. The use of non-disposable tissue or sponge can lead to bacterial contamination of the milk. Thoroughly clean the inside walls of the fridge with potable water. 
11. Empty the remaining water and clean the 5 litre container in dishwasher. 
12. Place the empty milk container(s) back into the refrigerator. 

If this does not resolve the problem, please contact us using the Live Chat in the bottom right or call our Nespresso team on 0808 100 5000.