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Frequently asked Questions


Getting Started

Is this website secure?

The NESCAFÉ® Dolce Gusto® website is fully secure and adheres to best practice security measures.

What are the benefits of registering with NESCAFÉ® Dolce Gusto® online?

When you are registering to this website, you will be informed about our latest news and special offers from NESCAFÉ® Dolce Gusto® Indonesia.

I have forgotten my log in details.

Please remember that your password is case-sensitive. 

To reset your password:
Hover over 'My account' at the top right hand corner of the page
Click on 'Forgot Your Password?'
Enter your email address

An email will be sent to you with a new password. Once you have logged in again, you can change this to something more memorable. If the email does not come through within 30 minutes, please check your junk mail.

I cannot find an item in the shop. Does this mean it is not available in Indonesia?

If you cannot find a particular item in the shop, it may mean it is no longer available or is not available here. For further information, please call our consumer services hotline 001 803 657 121 (toll free).

I want to change my account details

To change your details you first need to log in to your account. You can do this by 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.

How do I unsubscribe from hearing from NESCAFE® Dolce Gusto®?

Unsubscribe or by clicking the link at the bottom of any of our emails. Alternatively, you can contact our consumer services hotline 001 803 657 121 (toll free).

We hope you stay with us. By remaining a member, you’ll continue to:
- Be the first to hear about the latest news and product launches
- Receive tips for getting the most out of your machine
- Have a chance to enjoy free coffee samples on us
- Enjoy exclusive competitions and promotions
- Receive help through your warranty, if anything goes wrong

Please bear with us. Due to our processes, you may still receive some communications for up to one month.

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

Point your mouse on 'My Account' at the top of this page and click on 'Join Now' and follow the instructions. You will be sent an email from us and to complete your registration you will be asked to click on the link in the email. 

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

Please check your junk mail folder. If you can’t find the email, Please wait for 1 hour and if this has still not arrived please contact us via our consumer services hotline 001 803 675 121 (toll free).

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

Point your mouse at the 'My Account' button which is above the main menu on the homepage. Enter your Email Address and password into the form provided and click the Login button

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.

From here you can update your shipping and billing address information, look at your order history, review your wishlist, reviews and webshop credit information and tell us more about you and the machine you own. 

About the machine

How do I descale my machine?

Setting up for descaling
1.     Make up descaling solution as per manufacturer‘s instructions and then fill water tank with solution
2.     Insert empty capsule holder into machine and place jug underneath.

Descaling
1.     Press the on/off button and hold in for 5 seconds until it flashes green
2.     Please note the on/off switch will continue to flash green throughout the descaling process
3.     Switch the lever to the hot position until half of the solution has passed through the machine
4.     Switch the lever to the middle position and leave for 5 minutes
5.     Switch the lever to the cold position until the remainder of the liquid has passed through the machine
6.     Switch the lever to the middle position and leave for 5 minutes

Rinsing
1.     Rinse and fill water tank with 1 litre of fresh water and replace jug underneath
2.     Switch the lever to the hot position until half of the solution has passed through the machine (half a litre)
3.     Switch the lever to the cold position until the remainder of the liquid has passed through the machine
4.     Switch the lever to the middle position and turn your machine off. This will take the machine out of descaling mode.
5.     Wipe your machine with a dry clean cloth.

Future use
1.     Turn machine on by quickly pressing on/off switch.
2.     Descale your machine every 3-4 months.

How does the machine work?

The NESCAFÉ® Dolce Gusto® machine pumps water into its capsules at up to maximum 15 bar pump pressure. The high pressure, and the capsule design, deliver an even distribution of pressure to extract the coffee’s full flavour.

The system uses a pump pressure similar to that of professional machines, while coffee percolators operate at one bar of pressure (normal atmospheric pressure).
Find out more here.

How can I buy spare parts from you?

If you need to replace your machine spareparts (i.g. water tank, capsule holder, or drip tray), you can call our consumer service hotline 001 803 657 121 (toll free) or our sole distributor in Indonesia, PT Multifortuna Sinardelta, 021 57937007 to their back-end service.

How often should I descale my machine?

It is recommended you descale your machine every 3-4 months or 400 uses.

What does descaling do to my machine?

Over time, limescale slows waterflow, reduces the capacity and could reduce the effectiveness of heating the water used to make your drinks. 

Descaling every 3-4 months gets rid of the build up of limescale, keeping water flow fast and pump pressure high. Click here to see how to descale and get some great tips on taking care of your machine.

My machine has stopped working

If you’ve tried descaling and unblocking and are still having problems, please call the NESCAFÉ® Dolce Gusto® consumer services hotline 001 803 657 121 (toll free) or our sole distributor in Indonesia, PT Multifortuna Sinardelta, on 021 75937007 to their back-end service.

About the capsules

Are the capsules recyclable?

Unfortunately, due to the complex nature of the NESCAFÉ® DOLCE GUSTO® capsules, they cannot currently be recycled. We apologise for this but, in order to ensure the quality of the product, we believe this is the best method of packing. We recommend that used capsules are simply disposed of in your regular household waste. 

We work very closely with all our packaging suppliers to ensure that the performance of our packaging is regularly improved and we take advantage of any technological advances. 

How much coffee will I need for one cup?

All our drinks require one or two capsules. The amount of water you add to each is of course up to you, but our suggestion for how to prepare each hot drink is printed on the box.  

How do I know which capsule to use for which drink?

The top of the capsule will tell you which drink it is, but you will need to look at the colour of the base to see which kind of capsule it is, whether milk, coffee, chocolate or a cold variety:

 -Milk capsules have a white base 
- Coffee capsules have a black or dark brown. 
- Chocolate capsules have a light brown base
- Cold drinks have a silver base. 

Where can I buy capsules?

For purchase in store, you can take a look in the store lists in this website. Click here to take a look.
For online purchase, you can visit our online partners lazada.co.id or blibli.com.

Will you produce any other kinds of capsules in the future?

We are always looking to add new flavors to the range every year. We also bring in seasonal limited edition flavors from time to time. You can register to keep up to date with our new varieties that will be launched in the future.

My box of capsules does not contain any milk

For beverages that contain milk (coffee with milk, chocolate, or latte), you will have 2 kind of capsules with differenc colors.

For beverages that contain coffee, you will have 1 colored capsule only (black).

If you check your box and you feel that you were not given the correct amount of milk capsules, please call the NESCAFÉ® Dolce Gusto®consumer service hotline 001 803 657 121 (toll free).

Troubleshooting

How do I login?

To login, all you have to do is hover over the My Account section in the top right section of the page and enter in your details.

My machine has stopped working

If you’ve tried descaling and unblocking and are still having problems, please call the NESCAFÉ® Dolce Gusto® consumer services hotline 001 803 657 121 (toll free) or our sole distributor in Indonesia, PT Multifortuna Sinardelta, on 021 75937007 to their back-end service.

I cannot click on the link in the email you have sent me.

If the link doesn't work, please copy and paste the link directly into the address bar of your browser. 

If the link still doesn’t work, please be aware that different email providers put expirations on links in emails. The links usually last between 60 and 90 days, so there should be plenty of time between your registration and your confirmation. If you think your link has expired, please re-register.

I am having problems viewing the website

In order to use this site, you must have cookies enabled on your computer.
- Go to ‘Tools’ on your Internet browser
- Select ‘Internet Options’
- Adjust your security or privacy settings to allow all cookies

This website will not work properly unless you do this. For Apple Macs, please consult your relevant technical help team. 

From time to time, the website undergoes maintenance, which affects performance. If you’re having continual problems, please contact us here or by phoning 

How do I login?

To login, all you have to do is hover over the ‘My Account’ section in the top right section of the page. Enter email address and password and click ‘login’.