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Frequently asked Questions


Getting Started

I am already registered with NESCAFÉ® Dolce Gusto®, how do I access my account?

Welcome to our new site. If you have already set up an account, we have stored your profile. You will need to reset your password to access your account information. Simply click on the link on the upper right hand corner (blue box) of the site to reset your password. Once you have reset your password, we will send you a link to confirm your email address. Upon confirming your email address you will have access to your account. Please be sure to check your account information for accuracy. We take your privacy and consumer data seriously, and are working to ensure we accurately import your order history. We will notify you upon successfully uploading your records. If you have any questions, please contact us at 800-745-3391, Monday – Friday, 8am to 8pm EST.

I am new to NESCAFÉ® Dolce Gusto®, how do I register?

Hi there! Welcome! To register, please click here

I am already registered but have forgotten my password/username.

Please remember that your username is your email address and your password is case sensitive. To reset your password, go to "My Account" and click "Forgot your password?". An email will be sent to you to you to reset your password. Please note, that unfortunately, if you have forgotten your username (email address), you will need to create a new account.

I have not received the confirmation email to complete my registration.

Please check your junk mail folder. If you can’t find the email, you can request a new confirmation email.

Please log in using the same email address and password you used to register. You will receive a message that your account has not been confirmed. Please click on the link and we will resend you the confirmation email to complete your registration.
 
 If you need additional support, please call Consumer Services at 800-745-3391. We’re available Monday – Friday, 8am to 8pm EST.

How do I check my account information?

Point your mouse at the "My Account" button which is above the main menu. Enter your Email Address and password into the form provided and click 'Log in'. You will then be shown all of the details we have for your account.

 

About the machine

What is NESCAFÉ® Dolce Gusto®?

NESCAFÉ® Dolce Gusto® is a coffee machine with a proprietary one portion capsule that produces high quality coffee house style drinks including Espresso, Cappuccino, Latte Macchiato and Lungo (traditional cup of coffee).
 
NESCAFÉ® Dolce Gusto® is a joint venture between Nestlé® and De’Longhi and is aimed exclusively toward the at-home consumer.

How does the machine work?

The NESCAFÉ® Dolce Gusto® machine heats water, which is passed at high pressure through a capsule of high quality NESCAFÉ® roast and ground coffee into the cup. This 15 bar system uses pressure similar to coffee house machines. The coffee that is used in the capsules is made of premium 100% Arabica pure coffee beans.
 
The high pressure and the capsules are designed to deliver an even distribution of water and pressure over the coffee to ensure that flavor is maximized. While traditional drip coffee machines operate at one bar of pressure (normal atmospheric pressure) and a number of other one-cup coffee machines operate at no more than two bars, the NESCAFÉ® Dolce Gusto® system can operate at 15 bars. Each capsule makes one beverage serving in under a minute.

 

What is the retail price?

The recommended retail prices for NESCAFÉ® Dolce Gusto® machines are:
 •NESCAFÉ® Dolce Gusto® Piccolo™ - $34.99 - $44.99
 •NESCAFÉ® Dolce Gusto® Melody™ 2 - $129
 •NESCAFÉ® Dolce Gusto® Genio™ - $129-$139
 •NESCAFÉ® Dolce Gusto® Circolo™ Manual - $149.99
 •NESCAFÉ® Dolce Gusto® Circolo™ Automatic - $179.99
 •NESCAFÉ® Dolce Gusto® Creativa™ - $199.99
 
The retail price for $9.49 for 16 beverages. For those varieties utilizing a milk capsule, the box will contain half milk and half coffee capsules equating to 8 beverage servings.

Can you use other coffee capsules or only NESCAFÉ® Dolce Gusto® capsules?

Only NESCAFÉ® Dolce Gusto® coffee capsules are suitable for use with this machine. They are the only capsules that were developed to fit and that correspond to the high quality requirements for this system.

What sets NESCAFÉ® Dolce Gusto® apart from its competitors?

NESTLÉ® (Nespresso) was the first company to launch single portion coffee capsules and has, in fact, created that market.
 •With Nespresso™, NESTLÉ is by far the leader in the super premium coffee segment.
 •NESCAFÉ®'s extensive worldwide experience in the overall coffee market created a clear joint venture with De’Longhi, a leader in the coffee machine industry.
 •The NESCAFÉ Dolce Gusto® system which allows for a broad range of hot and cold beverages to be prepared, offering consumers a broader choice and more convenience than many existing machines.

 


 

Where is the product produced?

The NESCAFÉ® Dolce Gusto® coffee capsules are produced either in the UK or Spain, depending on variety.

Why did Nestlé® choose De’Longhi as a partner in the NESCAFÉ® Dolce Gusto® project?

NESCAFÉ® Dolce Gusto® combines the expertise and history of NESCAFÉ® coffee making with the hallmarks of De’Longhi precision, engineering and technical perfection. As a leading manufacturer of coffee machines, De’Longhi is the ideal partner for the NESCAFÉ® Dolce Gusto® project. Financial details are not disclosed.

 

How do I start using my machine?

We believe in no mess, no fuss coffee so your beverages are made in a few simple steps:
 
First, decide on your beverage:
 
One (1) capsule beverages include: Caffè Americano/House Blend, Caffé Grande Intenso/Dark Roast, Caffé Lungo, Caffé Lungo Decaffeinato, Espresso, Morning Blend and Peach Iced Tea
 
Two (2) capsule beverages include: Cappuccino, Cappuccino Ice, Skinny Cappuccino, Chai Tea Latte, Chococino, Latte Macchiato, Caramel Latte Macchiato, Vanilla Latte Macchiato, and Mocha.
 
Refer to the dosing instructions on your carton or capsule for specifics.
 
Now you're ready for action:
 1.Turn machine on, wait until light glows green
 2.Pop in your favorite capsule into the capsule holder
 3.Lock the handle down
 4.For manual machines, move the custom control lever to the red setting for hot beverages and the blue setting for cold beverages
 5.For automatic machines, simply use the scroll wheel to follow the suggested dosage on your capsule or customize your delicious coffee house beverage exactly the way you want it.
 
When you're ready to stop the flow (each beverage comes with recommended dosing on its capsule carton):
 1.For manual machines, move the custom control lever back to the center. For automatic machines, your beverage will stop brewing automatically.
 2.Lift up the handle
 3.Dispose of your capsule

Why do I have to use the control lever on the manual machines?

That's why NESCAFÉ® Dolce Gusto® machines allow you to customize your beverage strength with a custom control lever. We put the power in your hands! For the Creativa™ and Genio™, the automation is combined with customization so you can always add more or less to your beverage to suit you.

What does 15 bars of pressure mean?

15 bars of pressure refers to the barometric pressure that builds up inside every smart capsule. 15 bars is like being 500 ft underwater! This pressure is comparable to professional coffee house machines and much greater than most single serve coffee machines on the market.
 
What does it mean to you? Fifteen bars of pressure means a frothy, coffee house experience on demand, in your home kitchen. It maximizes the flavor and aroma from the coffee. It's how you create the highest-quality coffee drinks for you and all your guests, in less than a minute.


 

How do the capsules work?

The capsules are created with patented smart capsule technology to give you coffee house quality beverages every time.
 
Here's how it works:
 1.When a capsule is inserted, a needle punches through the capsule seal. Water enters the capsule and pressure begins to build, pushing the water evenly through the coffee.
 2.As the pressure builds to its optimum level to maximize your flavor, the seal at the bottom of the capsule is broken and the coffee begins to flow into your cup.Click here to learn more about the smart capsule technology.


 

About the capsules

Can you use other coffee capsules or only NESCAFÉ® Dolce Gusto® capsules?

Only NESCAFÉ® Dolce Gusto® coffee capsules are suitable for use with this machine. They are the only capsules that were developed to fit and that correspond to the high quality requirements for this system.

How do the capsules work?

The capsules are created with patented smart capsule technology to give you coffee house quality beverages every time.
 
Here's how it works:
 1.When a capsule is inserted, a needle punches through the capsule seal. Water enters the capsule and pressure begins to build, pushing the water evenly through the coffee.
 2.As the pressure builds to its optimum level to maximize your flavor, the seal at the bottom of the capsule is broken and the coffee begins to flow into your cup.Click here to learn more about the smart capsule technology.


 

What capsule flavors are available?

Black Coffees:
 •Caffé Americano/House Blend
 •Caffé Grande Intenso/Dark Roast
 •Caffé Lungo
 •Caffé Lungo Decaffeinato
 •Espresso
 •Morning Blend
 
Specialty Drinks:
 •Cappuccino
 •Skinny Cappuccino
 •Chococino
 •Latte Macchiato
 •Caramel Latte Macchiato
 •Vanilla Latte Macchiato
 •Mocha


 Chilled Drinks:

 •Iced Cappuccino
 •Peach Iced Tea


 Exotic Drinks:

 •Chai Tea Latte

What is the retail price?

The recommended retail prices for NESCAFÉ® Dolce Gusto® machines are:
 •NESCAFÉ® Dolce Gusto® Piccolo™ - $34.99 - $44.99
 •NESCAFÉ® Dolce Gusto® Melody™ 2 - $129
 •NESCAFÉ® Dolce Gusto® Genio™ - $129-$139
 •NESCAFÉ® Dolce Gusto® Circolo™ Manual - $149.99
 •NESCAFÉ® Dolce Gusto® Circolo™ Automatic - $179.99
 •NESCAFÉ® Dolce Gusto® Creativa™ - $199.99
 
The retail price for $9.49 for 16 capsules. For those varieties utilizing a milk capsule, the box will contain half milk and half coffee capsules equating to 8 beverage servings.


 

What about the milk component of Cappuccino or Latte Macchiato?

Consumers preferring these types of coffee beverages simply insert an additional milk capsule (which contains sweetened, hormone-free whole milk). Heated water flowing through the capsule under pressure will produce the milky foam expected in Cappuccino or Latte Macchiato. Many consumers find that making cappuccino with fresh milk at home from a steam pipe is too complicated and messy. They see this system as the easiest way to get an excellent Cappuccino or Latte.

How much coffee will consumers need for one cup, where will they be able to buy the coffee capsules and how much will they cost?

One capsule makes one cup of Espresso or Caffè Lungo (traditional cup of coffee). To make Cappuccino, Iced Cappuccino, Chococino and Latte Macchiato, one additional capsule, containing milk, is needed. Consumers will be able to buy boxes of 16 capsules in retail outlets or online at www.dolce-gusto.us at the suggested retail price of $9.49

Will you produce any other capsule flavors in the future?

The NESCAFÉ® Dolce Gusto® system is versatile enough to make other drinks, which may be introduced in the future. Nestlé® has an ongoing program of research and development of its product portfolio in response to consumer tastes, so we might consider introducing other options if demand proves strong enough.

Is the coffee in NESCAFÉ® Dolce Gusto® capsules a new variant of soluble coffee?

Only Cappuccino Ice capsules contain soluble coffee.

You are using roast and ground coffee in your NESCAFÉ® Dolce Gusto® capsules. Why? Is it because your soluble coffee isn't selling as well, or isn't good enough?

Nestlé® uses roast and ground coffee in NESCAFÉ® Dolce Gusto® in order to most closely replicate the flavor and texture of the most popular coffee house choices at home. It is evident that consumers are receptive to new coffee offerings. Research shows that consumer tastes are broadening, with increasing demand for different coffees on different occasions. Nestlé therefore sees NESCAFÉ® Dolce Gusto® as complementing its existing range.

Why do you use plastic material for the capsules?

In this particular case, plastic was the most appropriate material to use for producing the capsules. The NESCAFÉ® Dolce Gusto® capsule most effectively protects the coffee while in transit from production to consumption. It ensures that the product reaches the consumer while still at top taste quality which is maintained for a period of one year. It also has tamper-safe features. It provides the optimum convenience demanded by today's consumers while ensuring that they will enjoy the best quality cups of coffee from their NESCAFÉ Dolce Gusto® machines.

Why don't you use aluminum instead of plastic?

NESTLÉ® uses all types of materials depending on their fitness for different purposes. In this particular case, plastic was the most appropriate material to use for producing the capsules.

Could I use the milk capsule to prepare a glass of milk for me or my child?

The milk capsules contain either whole milk or nonfat milk powder and some are slightly sweetened with sugar (see box for nutritional info). They have been developed to be perfect for the preparation of coffee and hot chocolate based beverages (Cappuccino, Latte Macchiato and Chococino) and are not intended for replacement of regular milk.

What about the milk component of Iced Cappuccino?

Room temperature water flowing through the capsule under pressure will produce the milky foam expected in Iced Cappuccino. Many consumers find that making Iced Cappuccino with fresh milk at home from a steam pipe is too complicated and messy. They see this system as the easiest way to get an excellent Iced Cappuccino.

Here's how it works:

When a capsule is inserted, a needle punches through the capsule seal. Water enters the capsule and pressure begins to build, pushing the water evenly through the coffee. As the pressure builds to its optimum level to maximize your flavor, the seal at the bottom of the capsule is broken and the coffee begins to flow into your cup. Click here to learn more about our smart capsule technology.

Preparation tips

Could I use the milk capsule to prepare a glass of milk for me or my child?

The milk capsules contain either whole milk or nonfat milk powder and some are slightly sweetened with sugar (see box for nutritional info). They have been developed to be perfect for the preparation of coffee and hot chocolate based beverages (Cappuccino, Latte Macchiato and Chococino) and are not intended for replacement of regular milk.

Can I combine products in other than the suggested way (e.g. use the Cappuccino milk capsule with the Caffè Lungo coffee or prepare a large coffee mug using the espresso capsule) which is recommended for a small cup?

Nestlé® product specialists have developed each recipe to deliver the perfect product when used as recommended. Of course, individual's taste and expectation vary.

What water should I use to fill the water tank and prepare my beverages?

Tap water is OK as long as it is free of odors that might alter the taste of the beverage. Bottled water is recommended. Refer to System Manual for info on water hardness and impact on frequency of descaling. Do not use refrigerated water as this might impact the temperature of the beverage. Always use fresh water and replace the water if system has not been used for extensive periods of time.

For preparing Cappuccino or Latte Macchiato you recommend using the milk capsule first. Why?

The milk capsules contain either whole milk or nonfat milk powder and some are slightly sweetened with sugar (see box for nutritional info). They have been developed to be perfect for the preparation of coffee based beverages (Cappuccino and Latte Macchiato) and are not intended for replacement of regular milk.

Why do the milk capsules contain sugar?

Some of the milk in the capsule is slightly sweetened (see nutritional values on the box) in order to deliver perfectly balanced taste and to add convenience for the consumer. Additional sugar may be added to achieve desired sweetness.

Why is the top of my coffee covered with a foam layer?

The foam layer covering the espresso and lungo beverages is called "créma" and is the result of thorough extraction of the coffee contained in the capsule by hot water delivered at elevated pressure. Créma is a widely recognized sign of high quality coffee. Consumers can easily test the cream strength by smoothly depositing granular sugar on the créma layer. If créma is good, sugar will take several seconds before sinking under the créma layer.

Should I stir before consuming my Cappuccino or Latte Macchiato beverage?

The successive addition of milk first and coffee second results in the authentic layered beverage (white milk in the bottom of the cup, brown coffee in the middle, white milk foam on the top). Some people prefer to consume without stirring (which will lead to changing experience during drinking). Some others prefer to stir in order to have a homogenous taste from start to end. It is up to each consumer to experiment and find the most enjoyable way.

For how long can I keep the products?

The expiration date for the product is written on the box. The freshness of the product is assured for up to 12 months from the production date. This is achieved by hermetically sealing the product in the capsule and by excluding oxygen. The only precaution is to keep the capsules in a dry, clean place away from heat or direct sunlight.

What cups should I use?

NESCAFÉ® Dolce Gusto® provides a range of cups in order to facilitate beverage preparation. The machine has an adjustable cup support to fit almost any cup or glass.

Could I reuse a capsule?

Always remove and discard the capsule once beverage preparation is completed and the light stopped blinking. Never use the same capsule twice.

Could I leave the used capsule in the machine or should I immediately discard it?

Once beverage preparation is complete and the light stops blinking, remove and discard the capsule.

How long does it take to prepare a beverage?

Depending on the beverage: Espresso (50 ml) in less than half a minute, Caffè Lungo (110 ml) and Caffè Americano in less than one minute, Cappuccino, Latte Macchiato and Mocha which require the use of two successive capsules will take about a minute to prepare.

May I use the cold water function to make my coffee and/or milk beverage.

We currently offer an Iced Cappuccino variety if a cold or "iced" beverage is preferred.

Can I put 2 milk capsules and only 1 coffee capsule to make it milkier? Or 2 coffee capsules and 1 milk capsule?

Nestlé® product specialists have developed each recipe to deliver the perfect product when used as recommended. Of course, individual's taste and expectation vary.

Can I open the capsule? Do I need to open the capsule first?

No, you must not open the capsule. Please follow the instructions in the user manual.

Troubleshooting

During beverage preparation coffee/milk is splashing out of the cup.

Adjust the cup support to the correct level in order to not be too far or too close to the spout. Use another cup size or the recommended NESCAFÉ® Dolce Gusto® cups.

The beverage is coming out at an angle and not straight into the cup.

The quality of the final beverage is not impacted and can be consumed. Before preparing the next cup, clean and dry the capsule holder, particularly the beverage outlet opening.

Once I finish beverage preparation and stop the machine there is still continuous dripping of product into the cup.

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.

Upon removal of the holder and the capsule from the machine, some water/product drops are coming out from the top of the needle.

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.

It is difficult to remove the capsule holder from the machine at the end of beverage delivery.

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.

Some drops of product are dripping out of the capsule holder as I remove the holder from the machine.

Normally there should be no drops out of the capsule during removal from the machine and discarding. In order to minimize the risk of dripping on counter surfaces, a dedicated bin is provided with each machine purchase and should be kept near the machine. If dripping persists, check the condition of the black rubber gasket around the metal needle. If damaged or missing request replacement of the capsule holder.

Water/product is dripping out of the capsule after I discarded it in the bin

Once the beverage is delivered to the desired strength/volume any remaining water (and some product traces) remains in the capsule in order to not dilute the taste of the beverage. Some of this remaining liquid might drip out of the capsule in the bin. The specially designed bin provided with the machine allows for easy separation of liquid and solid waste.

Water or liquid is leaking outside the machine during beverage preparation


There may be an insufficient seal between capsule and machine.
 1.Check if there is water in the water tank.
 2.If no, move lever back to center position, fill tank with water and start again.
 3.If yes, stop machine and switch off. Wait for 3-4 min and then slowly move holder up and remove. If removal of holder is not easy do not force it but wait an additional 3-4 min.
 4.Remove capsule, rinse holder, and try again with a new capsule.
 5.If situation persists, contact NESCAFÉ® Dolce Gusto® consumer services for repair.

Machine is on with lever selected (left or right) but there is no flow of beverage out of the holder.


1.Check if there is water in the water tank.
 2.If no, move lever back to center position, fill tank with water and start again.
 3.If yes, stop machine and switch off. Wait for 3-4 min and then slowly move holder up and remove. If removal of holder is not easy do not force it but wait an additional 3-4 min.
 4.Remove capsule, rinse holder, and try again with a new capsule.
 5.If situation persists, contact NESCAFÉ® Dolce Gusto® consumer services for repair.

I am experiencing no water flow

For new machines, you must prime your machine before the first use. Please follow these steps:
 1.Remove and fill water tank with purified water.
 2.Fit water tank snugly back onto your machine, ensuring it’s locked into place
 3.Make sure the scroll is dialed up to 7
 4.Press the “COLD”water button
 5.Press the “HOT” water button
 6.Repeat steps “4” and “5” until you have drained the entire water tank of water. Note, you may need to repeat this process 2-3 times.

 

For machines that have not been used in a while, we recommend following these steps.
 
I have primed my machine and I am still experiencing no water flow.
 1.Check if there is water in the water tank.
 2.If no, turn off the machine and then fill the tank with warm water and turn on the machine.
 3.No flow may be caused by the water tank not being pushed down securely or by air being present in the lines.
 4.Pull up on the tank to remove, and then replace it tightly. Do this several times. This may be done while the pump is running
 5.DO NOT let the machine run for more than a minute if there is no flow, as this can burn out the pump. If trying to get the machine to run, turn the water lever to the side to turn it off, let the light go back to green, then try again
 6.Another tip is to put a little warm water in the hole where the tank meets the machine. This can help close the gap between the two.

Why do I sometimes get different foam levels?

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. If the foam amount is significantly lower than normal, please use another box of capsules.

My beverage does not taste the same, cup after cup. What do I do wrong?

Please follow the user manual instructions. There may be a taste variation if different amounts of water are used from cup to cup.

My beverage is too cold

Check that you are using regular tap water and not refrigerated water. If necessary, descale the machine following the System Manual instructions.

My beverage is too hot

Check that you are using fresh tap water. Check if needle is free of obstructions and remove obstacle if necessary using a thin needle.

During beverage preparation the flow is too fast or too slow

Some products (e.g. coffee capsules) are designed to flow slower than others (e.g. milk capsules) in order to achieve the desired cup quality. If flow is slower than normal, descale the machine (following the System Manual instructions) and clean needle by removing any obstacles lodged in it.

The taste of my coffee (Espresso, Caffè Lungo) or my mix (Cappuccino, Latte Macchiato) is too strong or too weak

The products are expertly designed to deliver perfect taste with the dosage as shown. You may want to vary the amount of water until desired taste is reached.