Please follow the steps below to resolve the problem:
(1) Make sure if the coffee machine’s scanner window is clean or if the film has been removed. If the window is smudged, please wipe it clean with a lens cleaning cloth or wet wipe.
(2) Check if the bag is hung on the machine properly (coffee bag hanging video
If the issue is still unresolved, please try the following steps:
(1) Try another coffee bag to see if the problem persists.
(2) If the scanning process is still unsuccessful, please contact us via the following methods and we will arrange to have your coffee machined picked up and checked:
* FB messenger customer service
or contact us through LINE (search @idrip)
* Call toll free customer service hotline 0800-009-707.
Business hours are: Monday to Friday (10:00-18:00), closed during weekends.