Have questions or queries? We’ve answered some of your frequently asked questions below.
Use the mixing bottle provided. If not available, add 1 litre of syrup to 6 litres of water, stirring thoroughly before adding to the machine.
(1) Check airflow around the machine is clear & clean the cooling grille.
(2) The product may have been diluted incorrectly with too little/too much syrup – replace with a fresh batch, taking care to follow the correct dilution rate.
The product is probably over-frozen and the density needs to be turned down (i.e. less frozen)
(1) Check and refit the rear bowl seal, it is very rare these fail so make sure it is not pinched and sits flush, with the wider side of the seal towards the rear of the machine.
(2) Where fitted, check the seal that fits on the mixing paddle. These should be lubricated every 2-3 weeks and replaced every 3-4 months. If in doubt, replace.
This will most likely be because the tap is not closing properly after dispensing. Thoroughly clean and refit the tap, making sure you use food-safe lubricant on the seals. This should be done regularly to make sure the tap moves freely and, of course, as part of your food-hygiene regime.
You need to remove the product and make sure the tap is thoroughly cleaned and refitted using food grade silicon grease (available from us) this should be done regularly to make sure the easy action of the tap and of course your food safety regime are adhered to.
You need to make sure that the machine has plenty of air circulation around it (at least 10cm on each side), remove any obstructions from the sides & rear of the unit. There will be a cooling grille (usually on the side of the machine) Remove and wash the filter (if fitted), then brush the grille with a soft brush to remove dust.
You can either: Return the machine to us; Start again with a brand-new machine; Extend the agreement for a further 12 months at a reduced rate (see our T’s & C’s for full details)
Just call us on our dedicated support line: Our experienced operator’s will talk through the issue and arrange for an engineer to visit if required.
Easy! you can just order more and if you find your regularly using more than your plan suggests we can upgrade your plan.
No problem, any unused credit can be spent when you need it offering a great way to build a balance in the winter months to use in the summer season.
Easy! You can just order more syrup: If there isn’t enough credit in your account, we’ll simply invoice you the difference.