top of page
Help Centre 2.jpg
  • Why are my vouchers expired before my item was delivered?
    Your outdated vouchers will work as the expiry date was extended online. We hoped to have delivered all crowdfunding rewards long before, hence printing the expiry on the vouchers. Due to the multiple issues we had to overcome, the delivery was delayed. Once the final delivery is complete for the project, we will send a notification email. The vouchers will be valid for one additional month following this date. *Vouchers are only available for our crowdfunding backers and for use with 'COFFEEJACK Machine' purchases* For 50% DISCOUNT on the COFFEEEJACK machine please use the following code at checkout: CJ50-23
  • Why am I missing Items?
    If you are missing items from your delivery then firstly, we apologise for this inconvenience. The first thing to check is whether your payment completed at the time of purchase. If the payment was processed, then please following the steps below. If you have only purchased items via this website then the issue could be a packing error. We are able to track this by linking your order to the combined package weight tracking vs your online order. If you have purchased items outside of this website via crowdfunding platforms then we may need some more information. CROWDFUNDING PURCHASES: Each product item is associated in our system via an email address as this is the most reliable association to each backer. Postcodes, phone numbers and names are unreliable due to people moving house, changing phone contracts or marital status during the course of the project. Therefore, we must have ALL emails used on each platform in order to link your order to one singular package or to send the remaining order. This is the most likely cause for missing items. So, lets get this sorted! There is chance that one of the email addresses associated to the different platforms (shown above) has not been provided to us. We will need this information from you in order to resolve the issue. However, you may have already confirmed that no other addresses were used. In this instance, the issue could be due to a packing or incomplete payment error. We will be able to confirm this by checking both the tracking and payment systems. We appreciate it can be tedious completing surveys in order to find resolution, however we can assure you that we are continually streamlining our processes to resolve issues quicker. Please follow the link below to ensure that your address details are up to date and ALL email addresses have been provided. We will be able to cross reference this information and determine whether items are missing. This is a more efficient way of resolving issues as opposed to repeatedly cross referencing separate databases for each person (payments, platform and tracking). Fundamentally, we are here to help! **Please do not email this information, all correspondence MUST be communicated via this form** Thank you
  • When can I use my £6 discount if I paid £12 for shipping?
    When the £12 shipping charge was received we assigned a £6 credit to your Backer ID. This will we issued to you when new products are released. We are extremely grateful for your support in helping us complete the COFFEEJACK project. Its been a long, tenacious journey but we hope you are enjoying using COFFEEJACK! Your contribution will not be forgotten and we will make sure to provide you with best service moving forward including continued product support and specialty discounts. Thank you
  • How do I clean COFFEEJACK?
    COFFEEJACK has been designed so that only limited areas are exposed to coffee grind. There are a series of one way valves to ensure that only clean water passes through the main body of the machine, which significantly reduces the requirement for cleaning. The video below shows how to clean COFFEEJACK efficiently without the need to disassemble main body components:
  • How can I improve taste?
    This is most likely because there is not enough restriction in the basket to create the back pressure required for a quality espresso extraction. This could be due to the following reasons: Grind is too coarse (use fine grind only). Not enough grind in basket (14-16g is recommended). Tamp compression is too low (25-30 lbs is recommended). Water temperature is too low (100°C is recommended). This accounts for a temperature drop before reaching the grind between 90-96°C (optimum for espresso). Channeling has occurred. This is where an unwanted water path has been created through the grind, preventing sufficient back pressure. To prevent this from occurring, pre-soak the grind at low pressure before high pressure is applied (see ‘How to get the Best Results from Coffeejack’). The video below will take you through each step required to achieve the best results using COFFEEJACK. If you would like to know about a particular step of the process, the video is timestamped into sections. We have over thousands of COFFEEJACK users around the world in 167 countries. Many of these users share their tips to achieve best results on our website forum. Please follow the link below to become part of the community!
  • Is there an instruction manual?
    There are detailed instructions available on our website. It is highly recommended that these are reviewed carefully before using COFFEEJACK. Please visit: SAFE USE & MAINTENANCE
  • When/how do I replace the seals?
    There is no need to replace the seals unless there is failure and all troubleshooting steps have been completed. If COFFEEJACK is no longer working after these procedures then one of the seals may be damaged and COFFEEJACK will require inspection. The seal replacement kit only contains the components that could potentially be subject to failure over a long use period. The video below shows a full assembly video for the COFFEEJACK unit which will guide the seal replacement process. All of the components are easily identifiable within the video without the need to measure components. Seal and valve specifications are not available given that we use custom moulds to create bespoke sized o rings and valves. There are also 5 different shore variants (hard/soft) within the selection. These materials are critical in order for COFFEEJACK to function efficiently. Replacement Seal Kit available HERE
  • How do I remove/position the basket valve?
    The basket valve is designed to reduce leakage from used grind in transit. It also enables both a pressurised and unpressurised portafilter to be used during extraction. Our preference is using COFFEEJACK without the valve in place as this usually achieves the best extraction results. However, it's worth experimenting with and without to make a decision based on your own preference. Removing and positioning the valve is a quick and simple process (see below). **Use a blunt tool to prevent damage to the valve.**
  • What size tamper do I need?
    The COFFEEJACK portafilter diameter is quite unusual, therefore tampers this size are not readily available online. Therefore, we designed our own bespoke Stainless Steel Tamper @ 45.5mm OD TAMPER LINK: HERE
  • Where can I check tracking?
    Once the parcel has been processed, you will receive a tracking number from SFC. This will be delivered to one of the emails used to purchase a COFFEEJACK product. The tracking number can be used to check delivery status via the link below:
  • I have paid but not received my order, when will it be sent?
    This will be due to one of the following reasons: Missing/mistyped contact details Takepayments system failing to capture an email Failing to submit a different email used to purchase a COFFEEJACK items on different platforms. Paypal/Takepayments email is different to a purchase email AND we have not been notified of these purchase emails. ALL OF WHICH CAN BE FIXED VIA THE LINK BELOW. We still have certain bits of information from your payment but will need some additional details in order to associate and fix the problem. **If you received an email from us to say that your order is on its way, then you will not need to provide this information.**
  • When will my order be sent?
    CROWDFUNDING BACKERS ONLY: We are delivering products in batches as we receive updated shipping information, therefore we need your shipping information now. It is very important that we receive this new information from you, so that the orders can be linked and prepared in advance. If your information changes at a later stage, you will be able to submit this form again and we will use the most recent submission. If it doesn’t change, then the parcel will be sent to the address provided via the link below. Your parcel will NOT be sent if shipping information is not provided via the link below. We apologise for requesting this information again but we need to ensure the parcel is going to the correct location as delivery information may have changed. The parcels will be sent in the order that the survey submission is received, therefore it is recommended that this form is submitted as soon as possible. IMPORTANCE OF ALTERNATIVE EMAILS IN ORDER TO LOCATE YOUR ORDER Please see the illustration below, explaining how we collate your order:
  • How can I improve extraction quality?
    This is most likely because there is not enough restriction in the basket to create the back pressure required for a quality espresso extraction. This could be due to the following reasons: Grind is too coarse (use fine grind only). Not enough grind in basket (14-16g is recommended). Tamp compression is too low (25-30 lbs is recommended). Water temperature is too low (100°C is recommended). This accounts for a temperature drop before reaching the grind between 90-96°C (optimum for espresso). Channeling has occurred. This is where an unwanted water path has been created through the grind, preventing sufficient back pressure. To prevent this from occurring, pre-soak the grind at low pressure before high pressure is applied (see ‘How to get the Best Results from Coffeejack’). The video below will take you through each step required to achieve the best results using COFFEEJACK. If you would like to know about a particular step of the process, the video is timestamped into sections. We have over thousands of COFFEEJACK users around the world in 167 countries. Many of these users share their tips to achieve best results on our website forum. Please follow the link below to become part of the community!
  • Why isn’t the water level going down in the glass chamber?
    This could be due to an air lock in the pressure system (1) or valve detachment as a result of excessive flow rate (2). Both of which offers a simple solution to getting your COFFEEJACK working again. 1. AIR LOCK: Rotate the lid so that the locking teeth are able to move into the piston cylinder. The lid edges should now be in contact with the edges of the water funnel. Hold down for 3-5 seconds, then slowly release. For more information, please read 'SAFE USE & MAINTENANCE'. section. If the water level does not decrease, please follow the link provided below. TOP TIP Pump with the lid in this orientation so the piston clears the chamber of any air and maximises the stroke length to decrease the number of pumps required for extraction. If the above steps does not fix the problem, then it is likely that the high pressure valve has detached from the inlet chamber. If this has occurred, there will be no pressure buildup from the piston and water will be ejected back into the glass water chamber with ease. **Please note, water re-entering the glass chamber is not to be mistaken for the Pressure Regulation Valve (PRV)** The PRV also recirculates water into the glass water chamber but only when 9 Bar pressure is exceeded. If this happens, slow the pump rate to reduce the pressure and ensure it does not continue actuating. The PRV is a warning that the pressure is too high. 2. VALVE DETATCHMENT: If the high pressure valve has detached it is due to quick pump cycles. If the flow rate is too high on the return piston stroke, there is chance that it could detach the rubber valve from the inlet chamber. This is why the pump rate is important to ensure that flow rate does not affect the functionality of the one way valve. For more information please read 'SAFE USE & MAINTENANCE'. This issue can be fixed by removing the screws underneath the shower screen filter to re-mount the valve. Only perform the following steps if the trouble shooting steps above have been completed without improvement. It is a simple 5 step process which should take no longer than 10-15 minutes: HOW TO RE-MOUNT THE HIGH PRESSURE VALVE: (If COFFEEJACK has completely stopped pumping water. STEP 1 Unlock the piston and leave in the upward position. *This step is important as it unloads the spring, preventing injury during dis-assembly. STEP 2 Remove the shower screen filter from the bottom of the main body to reveal screws. This can be achieved by levering the side of the filter using a blunt tool. The above shows this step being completed using an easily accessible household tool (handle of a spoon): STEP 3 Loosen and remove all 5 screws using a cross-head screwdriver (*ensure the driver is the correct size for the screws. It does not have to be too specific, but a driver small enough to prevent damage from rounding the heads). Before removing the final screw, apply gentle pressure to the centre of the plastic mount in order to control release of the internal spring. STEP 4 Remove the spring and the piston. You will most likely see that the rubber high pressure valve is no longer seated in the inlet chamber hole. Simply place the valve back in the position as shown below: STEP 5 Reverse the above steps to resemble COFFEEJACK. The large o ring used to seal the edge of the main basket can be positioned before or after the assembly steps above are complete. This o ring is essential in order to seal COFFEEJACK during use. Ensure not to over-tighten the screws. You're COFFEEJACK is now ready to use! HOW TO PREVENT THE VALVE DETATCHING IN FUTURE Following these steps will eliminate the chance of valve detachment. STEP 1: PUMP SPEED Control the upward and downward pumping action with the palm of your hand. This should be a slow and steady process in both directions. STEP 2: PUMP SPEED If the Pressure Relief Valve actuates there will be an audible 'squeaking' sound. This is an indicator to reduce the pump speed immediately as 9 Bar has been exceeded. Please see https://www.coffeejack.co.uk/safeuse for more information on how to use COFFEEJACK safely and efficiently. In the unlikely event that the high pressure valve is damaged, replacement parts are available: HERE
  • Why can I not twist the basket onto Coffeejack?
    It is likely that there is too much grind in the basket. Simply remove a small amount of grind to lower the tamp level, allowing the basket to fit smoothly onto the bayonet lock.
  • Why are there water droplets on the inside of the glass after use?
    If the lid is locked in the downward position it is sealed from atmosphere, meaning residual water is not able to evaporate. Open the lid to either allow the water to evaporate or wipe the inside of the glass. This sealing feature ensures the water chamber remains hygienic between uses. Use a small microfibre cloth to wipe around the inner wall of the glass chamber to remove droplet marks. **Do not remove the glass chamber from the main body of COFFEEJACK**
  • Why is there water leaking from the edges of the basket?
    This could be due to the following reasons: The basket is not correctly fitted/fully twisted to activate the compression seal. Excessive force is being applied during pumping (20kg+). There is an obstruction on the top sealing face of the basket edge or the basket o-ring. The o-rings need replacing (full seal replacement kits available HERE). Please see 'SAFE USE & MAINTENANCE' for further instructions.
  • Why is there only a small amount of espresso exiting the basket?
    If the pump feels ‘spongy’ it could be that there is air in the system which will slow down the extraction process. COFFEEJACK operates using our micro-hydraulic technology meaning it is important for the system to be absent from air. How to ensure there is no air in the system: Rotate the lid so that the locking teeth are able to move into the piston cylinder. The lid edges should now be in contact with the edges of the water funnel. TOP TIP Pump with the lid in this orientation so the piston clears the chamber of any air and maximises the stroke length to decrease the number of pumps required for extraction. Hold down for 3-5 seconds, then slowly release. For more information, please read "SAFE USE & MAINTENANCE' section. If the water level does not decrease, please follow the link provided below: "PRESSURE VALVE REPLACEMENT"
  • Why doesn’t Coffeejack fit my mug/glass?
    COFFEEJACK has been designed to fit the most popular mug/glass sizes. If a small or fragile mug/glass is used, we recommend using COFFEEJACK with our elevation stand. Elevation Stand available HERE
  • Why is Coffeejack difficult to pump?
    This could be due to the following reasons: Grind is too fine Too much grind in basket (14g is recommended) Tamp compression is too high (25-30 lbs is recommended). COFFEEJACK is able to extract espresso at 9 Bar pressure using the palm of your hand at a reasonable downward force (approx. 12-14kg). Push force required will vary dependent on the restriction in the basket which is determined by grind size, dosage and tamp pressure. Ensure these variables are correct in order for Coffeejack to operate at a comfortable pump force. For more information on achieving the best results with COFFEEJACK, check out the video below:
  • The bayonet of COFFEEJACK is broken, what can I do?
    If the bayonet section of the main body has broken (where the basket attaches) , it will be due to the following reasons outlined in our 'SAFE USE & MAINTENANCE' section. In the event that these preventive measures are not followed, it could result in damage caused by overloading the bayonet. Please report damage via the HELP CENTRE section of the website. The video below shows the steps required to replace the COFFEEJACK main body in order to get your machine working again. HOW TO REPLACE THE MAIN BODY: Removal and Replacing the PRV- Pressure Relief Valve (if not already fitted within the main body replacement) 1. Use a blunt tool to push the PRV downwards until released. Ensure to use a tool small enough to press the centre cavity only as shown in the image below. *Do not use a sharp tool as this could permanently damage the PRV)* 2. Push the PRV into the new main body component. TOOL SPECIFICATION *to avoid permanent damage*: - Must be wide enough to avoid compressing the central ceramic ball - Must be narrow enough to not exceed the outer diameter of the PRV. See image below:
  • The glass chamber of COFFEJACK is broken, what can I do?
    DAMAGE ON ARRIVAL/DURING USE: COFFEEJACK products are quality inspected prior to shipment to ensure they do not leave the factory damaged. Our packaging is also resilience tested to ensure no damage occurs from impacts (see more below). However, in that the event glass is broken upon arrival it will be due to excessive impact during transit. Given this is a logistics issue, a claim can be raised via the logistics company. Alternatively, we are in the process of building a replacements parts section on the website with clear instructions based on replacing components. SOLUTION FOR BROKEN COMPONENTS: CROWDFUNDING BACKERS ONLY: Due to the significant delay in delivering the COFFEEJACK project, we will offer a FREE component replacement with a postage only solution. This means that any broken COFFEEJACK units will be reparable with a guided home repair. The replacements section will be listed on the website and a discount code will be issued to those who have reported a breakage (via the feedback survey). This service will be available for any backers of the COFFEEJACK project. For information on how to avoid future damage once this repair is complete, please click HERE. Additionally, we will explore opening a maintenance service whereby the machine can be returned to us for repair and servicing. The video below shows the steps required to safely replace the COFFEEJACK glass chamber in order to get your machine working again. PACKAGING INFORMATION: Our packaging has been extensivly tested to ensure that it keeps items safe during transit. We use two forms of packaging based on our Standard and Eco options, both of which have been drop tested to height exceeding 3 metres. BROKEN AIR FILLED BAG: If you received your product in Eco-packaging and the plastic component was deflated, then the packaging would have encountered a significant impact during transit by the courier. Our air filled bags are custom made for COFFEEJACK and filled using a high pressure compressor. This form of packaging is commonly used to transport lightbulbs, glasses and many other highly fragile items. They are very resilient to impacts during transit but could potentially break if exposed to an excessive force during handling. It is important that the steps indicated in the video below are carefully followed to ensure safe removal and refit of broken glass:
  • I have lost a part, where can I get another one?
    We will soon be launching a replacement parts section on our website. Before this section goes live, we have requested for spare components to be manufactured which will take 4-5 weeks (est. Oct 2023). Once these part become available, we will send a notification email. Thank you
  • The shower screen filter has fallen off, what can I do?
    If the shower screen filter has fallen off then it is possible that at some stage the coffee level has been too high in the basket. This causes excessive force of the filter once attached to the bayonet. As a result, the inner circumference of the filter is slightly expanded and it no longer grips the the main body. However, this is a very simple fix! Once the filter is removed from the unit, simple push lightly on 2-3 points around the edge of the filter using a blunt tool. This will slightly bend the metal wall inward to grip onto the main body. There should be no reason to repeat this process in the future.
  • There are indents on the basket filter, is this normal?
    If there are indentations on the basket filter, the system has been subject to excessive force at some point. Indentations do not affect the usage or lifespan of the product in any way due to a supportive structure underneath. There is no requirement to disassemble or replace this component.
bottom of page