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Support

 

Let's start with frequently asked questions

  • How do I fix a short cup?
    If your brewer is not brewing the full amount selected, it may be caused by the following:

    1. The exit needle is clogged by coffee grounds or cocoa mix. Please refer to the K-Cup® Holder cleaning instructions.

    2. The brewer may need to be descaled. Please refer to the descaling instructions.

    3. The removable water reservoir was removed during brewing. Place the water reservoir back onto the brewer and perform a cleansing brew without a portion pack.
  • Can I buy a commercial brewer for my home?
    Keurig strongly recommends that our home brewers be used at home, and our commercial brewers be placed in commercial/office settings. That is why our home brewers are UL/ULC Listed for Household use only and our commercial brewers are UL/ULC Listed for Commercial use only. Also, commercial brewers require professional installation not offered to in-home customers. If you would like to purchase a brewer for your home, visit our home brewers page. If you would like to purchase a brewer for a small to medium office, please consider our small-medium office brewers.
  • Who should I contact if I need support for my Keurig® Licensed brewer?
    If you purchased a Mr. Coffee brewer with Keurig Brewed® Technology, Cuisinart brewer with Keurig Brewed® Technology, or Breville brewer with Keurig Brewed® Technology from Keurig.com, VanHoutte.com or Timothys.ca, you can obtain service from Keurig Customer Support within 30 days of the purchase date. To obtain service after 30 days of the purchase date or if you purchased your brewer elsewhere, please contact Mr. Coffee Customer Service at 1-800-672-6333, Cuisinart Customer Service at 1- 800-211-9604, or Breville Customer Service at 1-866-BREVILLE.
  • How hot is the water in the brewer?
    Keurig believes that the optimal temperature for brewing coffee, tea, and hot cocoa is 89°C (192° F). This is the internal temperature of the water in your brewer. However, once your coffee, tea, or hot cocoa is brewed, the dispensed temperature can vary greatly. In-cup temperature depends on the cup temperature and material. When brewing into an insulated container, such as a foam or paper cup, 82-85°C (180-185°F) in-cup temperature is typically attained. However, dispensing into a cold ceramic mug will cool the coffee significantly. Please note that stream temperature of the first brew after turn-on or after an extended idle period can be a couple degrees cooler. To maximize initial in-cup temperature at home, we recommend running a small cup-cleansing brew prior to brewing a K-Cup®, Rivo®, or K-Carafe® pack, which warms both the mug and brewer.
  • How much power does the Keurig® brewer use?
    Keurig® home brewers use the most power during their initial start up. When heating for the first time after being off, peak usage is 1,500 watts. If the power is kept on, the brewer will keep the internal tank up to temperature using between 200-400 watts when heating. While idle and not maintaining heat, the brewer will use the average electricity of a 60- watt light bulb.

    All Keurig® home brewers are equipped with an Energy Savings Mode Auto Off feature should you choose not to leave the brewer on. The initial heating mode when turning the power on should take about three minutes.
  • How do I drain and store the brewer?
    Once your Keurig® home brewer has been primed, you cannot empty the water from the inside. The brewer’s internal tank cannot be drained. If you need to store your brewer, empty the removable water reservoir and store your brewer in a safe and frost-free environment. Be sure to store your brewer in its upright position to avoid water leakage from the inner tank. If you store the brewer in a cold environment, you run the risk of water freezing inside the brewer and causing damage. When you prepare to use it after storage, we recommend rinsing the removable water reservoir with fresh water and running three cleansing brews without a K-Cup® portion pack. If you plan to move your brewer to a different location, turn the brewer off, unplug it, and empty the removable water reservoir. If your brewer has been in an environment below freezing, please be sure to let it warm to room temperature for two hours before brewing.
  • I’ve misplaced my brewer Use & Care Guide, where can I get another one?
  • What kind of maintenance is required for the brewer?
    Regular cleaning will prolong the life of the brewer and is recommended for proper operation. We recommend cleaning the external components with a soapy, damp, non-abrasive cloth. Never immerse the brewer in water or other liquids. The K-Cup® holder and funnel, drip plate and drip tray (on the Elite, Classic, Ultra, Special Edition, Ultimate, Platinum, Select, B155, K300, K400, K500) are dishwasher safe. The removable water reservoir and water reservoir lid are NOT dishwasher safe so you’ll need to clean them by hand.

    Your brewer should be descaled every three to six months. Scale is harmless, but if left unattended, it can hinder your brewer's performance. De-scaling your brewer regularly helps maintain the heating element, water reservoir, and other parts of the brewer that come in contact with water. We strongly recommend descaling your brewer every three months if your water has a high mineral content. To descale your brewer, use our descaling solution product offered in the accessory website page.
  • How do I clean the K-Cup® holder receptacle?

    1. Remove the K-Cup® assembly. To remove the assembly from the brewer, open the cover by lifting the handle. Grasp the top of the K-Cup® holder with one hand while pushing the bottom of the assembly upward with the other until it releases. The K-Cup® holder is dishwasher safe.

    2. Clean the funnel. The funnel can be removed from the K-Cup® holder by pulling on it until it snaps off. The funnel is dishwasher safe. To replace it just snap it back onto the K-Cup® holder.

    3. Clean the exit needle. The exit needle is located on the inside bottom of the K-Cup® holder. If coffee grounds or cocoa mix get clogged in the exit needle, it can be cleaned using a paper clip or similar tool. Remove the funnel from the K-Cup® holder, insert the paper clip into the tube and move it around to loosen the clog and remove any debris. Please note, you cannot poke all the way through the needle as the opening of the needle is located on the side and not the top.

    4. Install the K-Cup® assembly into the brewer. After cleaning, align the K-Cup® holder tabs with the opening placing the two front tabs on the bottom and the single tab on top, and snap it into place by pushing down on the top rim.
  • Where can I get replacement parts for my Keurig® brewing system?
    Replacement parts are not currently available for purchase at Keurig.ca. Please contact customer service for more information.
  • My brewer is not working, can I have it serviced?
    We are sorry that you are having issues with your Keurig® brewer. Customer Satisfaction is very important to us at Keurig so please contact our Customer Support.

 

General Brewer Information

  • Why is water important?
    Coffee and tea are over 98% water so quality drinking water is necessary to produce a quality beverage. We don’t recommend the use of softened water or distilled water. Bottled or spring water works best when brewing with your Keurig.

    The most common concern with water for brewing is the "hardness" of the water. This refers to various natural minerals found in water such as magnesium, calcium, sodium, potassium, bicarbonate, sulfate and chloride. The number of grains of dissolved minerals changes the level of soluble solids extracted from the coffee and tea. As hard water passes through the brewer, it produces deposits of scale or lime. This reduces the life and efficiency of the equipment, and affects the brew flavor; bottled or filtered water should be used to solve this problem. Keurig also recommends descaling your brewer at least every 3-6 months depending on your water source.
  • Differences between  Keurig® home brewers and work brewers
    All Keurig® brewers and Keurig licensed brewers share the same innovative single-cup technology that ensures a fresh-brewed, perfect cup of coffee, tea, hot cocoa, or iced beverage every time. However, Keurig does market separate home and work brewers with features and UL certification appropriate for their intended use.

    Keurig® home brewers include the MINI Plus, Elite, Classic, Ultra, Special Edition, Ultimate, Platinum, Select,  B155, K300, K400, K500 and RIVO. Keurig licensed home brewers include the Mr. Coffee brewer with Keurig Brewed® Technology, Cuisinart brewer with Keurig Brewed® Technology, and Breville brewer with Keurig Brewed® Technology. These brewers are engineered for home use and UL/ULC Listed for Household use only; thus, they should not be used in a commercial/office setting. In general, these brewers are designed for typical home use – including features and aesthetics most appropriate for a kitchen environment. All home brewers can be purchased through Keurig.ca and specific models can be purchased through our retail partners. To find out which home brewer is right for you, view all brewers below. (Brewer availability may vary.)

    View all Home brewers

    Keurig® work brewers include the DeskPRO™, B140, OfficePRO® , B150, B155, B200, and B3000SE. These brewers are engineered for commercial use and UL/ULC listed for commercial use only; thus they should not be used in the home. These brewers are designed for robust use in commercial establishments and brewing up to ten times the daily volume of our home brewers. All Keurig® work brewers are available from Keurig Authorized Distributors and specific models can also be purchased through Keurig.ca. To learn more and find out which brewer is right for you:

    View all Work brewers

    Keurig B155 brewer is certified for both household and commercial use. In this case, it is built to withstand the tough environment of a work setting, but has an aesthetic design appropriate for a household.
  • Using a Keurig brewer at high altitudes
    While Keurig® brewers are made to be used at elevations up to 1800 m (6,000 ft.), the K-Cup® pack may need to be pre-punctured prior to brewing to release the pressure inside. To do this, simply drop the portion pack into the K-Cup® portion pack chamber and push down slowly so that the bottom of the portion pack is punctured by the exit needle in the bottom of the chamber. Also, the Keurig® Special Edition, Ultimate, Platinum, Select, and B155 brewers are equipped with a temperature control so you may want to experiment lowering the brew temperature in elevated areas.

Warranty Information

  • Limited One Year Warranty
    Keurig® offers a limited warranty on Keurig® brewing systems. For more information, please refer to the warranty document contained in the product package.
     
  • How do you obtain warranty service?
    Keurig® brewers are high quality appliances and, with proper care, are intended to provide years of satisfying performance. However, should the need arise for warranty servicing, simply call Keurig Customer Service at our toll free phone number 1-866-901-BREW (2739). Please do not return your brewer for servicing without first speaking to Keurig Customer Service to obtain an Authorization to Return number (ATR). Keurig® brewers returned without an ATR number will be returned to the sender without servicing.
  • Appropriate Use of Keurig® Commercial and Home Brewers
    Keurig strongly recommends that offices use UL Commercial rated coffee brewing equipment—and not UL Household rated products.

Keurig® K10 Mini PLUS Recall Support

  • VOLUNTARY RECALL- REPAIR REQUIRED
    In cooperation with the U.S. Consumer Product Safety Commission (“CPSC”) and Health Canada, Keurig Green Mountain, Inc. is voluntarily recalling MINI Plus Brewing System units with model number K10 (formerly identified as B31) produced prior to July 2014. This issue does not affect any other brewer models.

    What occurs?
    Hot liquid could escape from certain MINI Plus Brewing System units during use. Keurig has determined that this event is more likely to occur if the brewer is used to brew more than two cups in quick succession.

    Action required.

    Please contact us immediately to obtain a free easy-to-install repair kit which resolves the potential issue. To determine if your brewer is among those units potentially affected based on its serial number displayed on the bottom of the unit (pictured below) visit www.miniplusbrewer.com any time or call toll-free at (844) 255-7886 Monday through Friday from 8:00 a.m. to 8:00 p.m. (Eastern Time) and Saturday and Sunday from 8:00 a.m. to 3:00 p.m. (Eastern Time) or email keurig@inmar.com.
    In the meantime, you can continue to use your brewer. We recommend you avoid brewing more than two cups in rapid succession and maintain an arm’s length distance from the brewer during the brewing process. 

    If you purchased the product as a gift, please notify the gift recipient of this important safety information. 

    The satisfaction and safety of our consumers is our highest priority and we are committed to resolving this issue as quickly as possible. 

    We appreciate your immediate attention to this important request. Please contact our toll-free MINI Brewer Plus hotline with any questions or concerns: (844) 255-7886 or visit www.miniplusbrewer.com for additional information. 

    Sincerely, 

    Keurig Consumer Care 




     

How to reach our Customer Service team:

Beverage and Order Support:
1 800-361-5628

Other Support:
1-866-901-2739
We reply within 24-48 hours

Send us an email
Keurig Canada Inc.
3700, Jean-Rivard Montreal,
Quebec H1Z 4K3 CANADA