Keurig 2.0 Support | Troubleshoot Coffee Maker & FAQs
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Brewer Support

Let's start with frequently asked questions

  • What is the difference between the new Keurig® Classic and Plus Series brewing systems?
    Keurig® Classic Series brewers are our original K-Cup® brewers, and can brew a single cup at a time. They are only compatible with K-Cup® pods, and feature three K-Cup® pod brew sizes: 6, 8, and 10oz. Keurig® Classic Series brewers make single cup brewing fast, convenient, and simple. Alternately, Keurig® Plus Series and Keurig®2.0 brewers are compatible with K-Cup®, K-Mug®, and K-Carafe® pods, and feature brew size options that range from a 4oz cup to a 30oz carafe . They have customizable settings, touch screens and an option for strength control to brew a bolder cup. These brewers also feature interactive technology that recognizes the lid on each pod to deliver the perfect cup every time.
  • What are Keurig® Plus Series brewers?
    The Keurig® Plus Series brewers brew a cup, mug, and carafe with K-Cup®, K-Mug®, and K-Carafe® pods. They have customizable settings, a strength control option, and feature brew size options between 4 oz. and 30 oz. They also feature interactive technology that recognizes the lid on each pod to deliver the perfect cup every time. Your strength, your size, your beverage, brewed to perfection every time. The Keurig® Plus Series brewer lineup includes the following brewer models: K200/K250, K425/K475, and K525/K575.
  • How are Keurig® Plus Series brewers different than Keurig 2.0 brewers?
    Keurig® Plus Series brewers incorporate the same interactive technology as Keurig® 2.0 brewers, with some differences. Because we are committed to continually evolving our product lines based on consumer feedback, we have added a number of enhancements to select models in the Keurig® Plus Series. Included among these enhancements are additional brew sizes options, a temperature control feature, and favorite brew settings.
  • What is a K-Carafe® pod?
    K-Carafe® pods are pods that were developed specifically for use in the Keurig® 2.0 and Keurig® Plus Series system. These pods contain up to 26 grams of fresh coffee and brew approximately four cups of coffee (up to 30oz.) into a specially designed Keurig® Carafe. Like our other pods, the number of ounces (or grams) in each carafe pod varies depending on the beverage. Even among single cup coffee pods, volumes vary depending on the coffee’s roast level, grind, and formulation for optimal brewing.
  • How many cups will I be able to pour if I use K-Carafe® pods?
    K-Carafe® pods can be brewed on three settings – 2 to 3 cups (22 ounces); 3 to 4 cups (26 ounces); or 4 to 5 cups (30 ounces).
  • What is the maximum amount that I can brew using K-Carafe® pods?
    The maximum K-Carafe® setting is up to 4-5 cups (up to 30 ounces). The Keurig® carafe itself holds up to 32 ounces.
  • How do I brew a K-Carafe® pod using the Keurig® Plus Series or Keurig®2.0 system?
    Before you begin, ensure that you have a Keurig® Carafe ready. To begin, remove the Drip Tray and secure the Keurig® Carafe in place. When the slight protrusion on the base of the Carafe is connected with the brewer, the Carafe will be perfectly in place for the beverage stream to flow directly into the Keurig® Carafe. There is no need to remove the lid of the Keurig® Carafe. Select a K-Carafe® pod and place it firmly in the Pod Holder. Please be sure that the number in the circle is at 9 o’clock when inserting. Then, lower the Handle. The brewer will recognize the inserted K-Carafe® pod and optimize to the recommended, customized setting for that particular beverage. Next, the display to brew a K-Carafe® pod will appear. Then, select a Brew Size (the system will automatically suggest the optimum brew size for that beverage type). Press the blinking “Brew” button and enjoy!
  • What is a K-Mug®pod?
    K-Mug® pods are specially formulated to deliver the quality and strength of flavor that Keurig® users expect, and enable you to brew more than a standard cup size. All Keurig® Plus Series brewers give you the ability to brew 12oz, 14oz, and 16oz with K-Mug® pods. K525/K575 brewers give you the added flexibility to brew an 18oz beverage with a K-Mug®pod. K-Mug® pods accommodate both on-the-go lifestyles and those mornings that require more than a cup but less than a carafe.
  • I noticed that K-Carafe® pods are brewed on Keurig Brew #1. What are Keurig Brews #2 through #6 for?
    Keurig Brews #2 through #6 are used for additional beverage types, including two-step, café -style beverages and hot cocoas. Keurig built additional settings within the technology of the brewer that will allow for expanded beverage offerings in the future. For example, Keurig® Vue® pods are brewed on Keurig Brew #4. Keurig is excited to share more options with consumers in the future.
  • Can I adjust the size of my beverage?
    Yes. When the system identifies the kind of pod inserted into the brewer, the brewer will automatically set itself to brew the pod at its optimized brew setting. Users are able to adjust the size to suit their individual taste preferences. The optimal size will appear in the upper right hand corner of the brewer screen. By touching the arrow keys, consumers will be able to scroll up and down the available size range appropriate for the portion pod type. Depending on which type of brewer you own you have the ability to brew a range of beverage sizes.
  • Can I adjust the brew temperature of my beverage?
    Certain models within the Keurig® Plus Series (K425/K475 and K525/K575 models) give you the ability to adjust the temperature of your beverage – you can choose from options between 182° F (low) and 192° F (high) for K-Cup® pods, and options between 187° F (low) and 197° F (high) for K-Mug™, Vue®, and K-Carafe® pods. For Keurig® K200 and K250 brewers, the temperature is automatically optimized based on the type of pod you have inserted. The factory settings are 192° F (89° C) for K-Cup® pods and 197° F (92° C) for Vue®, K-Mug™, and K-Carafe® pods.
  • Why are there two My K-Cup® filter accessories?
    Delivering a safe and optimal user experience is our primary objective with the My K-Cup® filter accessory. Our brewer systems are different, so at this time, the only way to ensure compatibility and deliver the best user experience was to create two different My K-Cup® filter accessories. Note that these two products are distinct and are only compatible with their respective brewing system. Learn more about how to choose the right reusable coffee filter here.
  • Which brewer models are compatible with each of the My K-Cup® filter accessories?
    The original My K-Cup® filter accessory is compatible with our Keurig® Classic Series brewers, including the Keurig® K15, and the K50/K55. It is also compatible with our original Keurig® K-Cup® brewers, including the K10 MINI Plus brewer, K40/K45 Elite brewers, K60/K65 Special Edition & Signature brewers, and K70/K75 Platinum brewers. The My K-Cup® 2.0 Plus Series filter is compatible with our Keurig® Plus Series and Keurig® 2.0 brewers, including the K200/K250 brewers, K300/K350 brewers, K400/K450 brewers, K425/K475 brewers, K500/K550, and K525/K575 brewers.
  • How do I clean the My K-Cup® filter accessory?
    Both My K-Cup® accessories are top-rack dishwasher safe. They can also be cleaned by hand with warm soapy water, and rinsed.
  • How much coffee can each of the My K-Cup® filter accessories brew?
    Both My K-Cup® accessories are optimized to brew all of the K-Cup® brew sizes available with your brewer – from 4oz. to 12oz., depending upon the specific brewer you have.
  • What is the optimal grind for the My K-Cup® filter accessory?
    If you grind your own beans, you should start with a coarser grind similar to a French press. Avoid a fine espresso grind setting, as that may clog the screen or result in poor extraction. Fine or espresso grinds, tea leaves, cocoa, and other powdered beverages are not recommended.
  • Can I brew more than once using the same coffee grounds?
    For optimal flavor and taste, brewing more than once with the same grounds is not recommended.
  • Can I use a home brewer in my office?
    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 Listed for Household use only and our commercial brewers are UL Listed for Commercial use only. If you would like to purchase a brewer for your home visit our home brewer’s page. If you would like to purchase a brewer for a small to medium office please consider our small-medium office brewers that can be purchased directly at Keurig.com.
  • What is the recommendation for customers who live in high altitudes?
    Keurig® Plus Series and Keurig® 2.0 brewers have a high altitude setting to optimize for use by customers living at higher altitudes. To ensure your brewer works properly at higher altitudes (5,000 feet and above), enable the HIGH ALTITUDE mode in the SETTINGS section of your brewer.
  • How do I make hot cocoa and other specialty beverages like mocha or tea with the Keurig® Plus Series and Keurig® 2.0 brewers?
    Insert the pod and lower the bail. On the screen, you will notice a button for “Hot Cocoa/ Other”. Activate this button by touching it. Press the blinking “Brew” button and enjoy! After enjoying a hot cocoa, it is important to perform a cleansing brew.
  • How much water does the Water Reservoir hold?
    This depends on the brewer model.
  • Why does the coffee come out in spurts and not a constant stream?
    The brewing process depends on the beverage being brewed. If you are brewing a K-Cup® pod and have selected STRONG, the brew process is adjusted to optimize the beverage. This may result in a pulsating stream versus a constant stream for other beverages.
  • How do I stop the brew process?
    To stop the brewing process, press and hold the Power Button for one second. For safety reasons, do not lift the bail during the brew process. Remove and dispose of any used pod. Brewing a used pod is not recommended.
  • What happens if I remove the Keurig® Carafe during the brew process?
    The brewing process will stop. However, you may experience a few droplets as the system comes to a stop, so please be careful. When the Carafe is put in place again, the system will start from the beginning of the brewing process and will NOT continue where it left off.
  • I searched everywhere on the brewer, but I can’t find the Power Button. Where is it located?
    The Power Button icon is located in the bottom right corner of the brewer screen. It will appear once the brewer has been plugged in.
  • Where is the serial # located? How many digits is it?
    To view the serial number, remove the Water Reservoir. On the exposed side panel of the brewer, you will see the 14-digit, alphanumeric serial number.
  • What certifications do the Keurig® Plus Series and Keurig® 2.0 brewers have?
    Similar to our other Keurig® brewers, Keurig® Plus Series and Keurig®2.0 brewers are UL (Underwriter’s Laboratories, Inc.) Household Listed.
  • How often do I need to descale my system?
    The frequency of descaling depends on the level of mineral content of your water. This is why we recommend using filtered or bottled water. Calcium deposits or scale may build up in your brewer and hinder your brewer performance. Regularly descaling your brewer every 3 to 6 months helps prevent this from occurring. Your system will remind you when to descale with the prompt “Time to descale the brewer!” This reminder tracks the amount of liquid that has passed through the system and then prompts you to descale. If you postpone the descaling process, then the system will remind you again in 6 weeks. The reminder will only go away once the system has actually been descaled. However, if you feel that your water has a higher level of mineral content, then you should consider descaling more often.
  • How do I drain and store Keurig® Plus Series or Keurig®2.0 brewer? Is it the same as the others?
    With the exception of the Keurig® K15 and Keurig® MINI Plus brewers, once your Keurig® home brewer has been primed, you cannot empty the water from the inside. The internal tank of the brewer 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. Please 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 portion pod. 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.
  • How do I clean the Keurig® Carafe?
    Begin by emptying the Keurig® Carafe and removing the lid. Wipe the inside of the Keurig® Carafe and the lid with a damp, soapy, lint-free, non-abrasive cloth. Rinse thoroughly. NEVER PLACE THE KEURIG® CARAFE IN THE DISHWASHER. Replace the lid. Ensure that the lid is securely in place prior to brewing your next carafe of coffee.
  • Are any of the Keurig® Plus Series® or Keurig® 2.0 system components dishwasher safe?
    No, we do not recommend placing any part of the K2.0 System in the dishwasher. Washing by hand is best.
  • Are the external brewer components made from the same materials as the rest of the Keurig line of brewers?
    Yes, the Keurig® Plus Series and Keurig®2.0 brewers are made of similar, high-quality materials.
  • What type of plastic is the Water Reservoir made from?
    Similar to the existing Keurig® brewers, the Water Reservoir used in the Keurig® Plus Series and Keurig®2.0 Systems is made out of a plastic called Polystyrene. This material is FDA approved BPA free.
  • How much does the Drip Tray hold? Is it normal for there to be liquid in the Drip Tray?
    The Drip Tray will hold up to 8 ounces of liquid. We recommend checking it frequently to empty and clean.
  • Which brewers is the GE® Keurig® Coffee Maker Water Filter compatible with?
    The filter is compatible with the following Keurig® 2.0 brewers: K300/350, K400/450, K500/550. It is also compatible with the following Keurig® Plus Series brewers: K425, K475, K525, and K575. It is not compatible with the K200/250 brewers.
  • What does the Brewer Maintenance Accessory do?
    The Brewer Maintenance Accessory assists in cleaning out the natural build-up of coffee grounds that can form in the entrance needle of your Keurig® brewer. If you are having trouble brewing, or experiencing interrupted brews, you may have coffee grounds stuck in the entrance needle. The Brewer Maintenance Accessory can help to remedy the problem, and it is compatible with all Keurig® 2.0 or Keurig® Plus Series brewers. Your Keurig® Plus Series Coffee Maker includes the Brewer Maintenance Accessory. If you need one for a Keurig® 2.0 brewer you previously purchased, Keurig’s Customer Care team can assist you via email, or you may call 1-866-901-2739.

Pod Compatibility

  • I use non-Keurig brand pods now. Why should I stop?
    If a non-Keurig brand pod has been your preference up until this point, Keurig's Customer Care team can assist you in finding a Keurig brand pod that fits your needs based on your taste and price preferences. Please contact them via email or by phone at 1-866-901-2739. In addition, please visit Keurig.com to view the full variety of beverage offerings and register your brewer so you can stay up to date on newly announced Keurig brand and partner beverages.
  • What if the brewer doesn't recognize the pod I insert?
    Keurig's goal is to ensure that users are informed in a friendly and simple way and give them easy access to obtaining Keurig® brand pods. A simple message shows on the screen when a user inserts a non-Keurig® brand pod, and provides direction to a phone number and website with more educational information on what to look for to ensure the pods they purchase in the future are Keurig® brand pods.
  • Do I need to buy special pods for Keurig® Plus Series and Keurig® 2.0 brewers?
    In order to deliver the perfect cup, mug, or carafe every time, your Keurig® Plus Series or Keurig® 2.0 brewer must recognize the K-Cup®, Vue®, K-Mug®or K-Carafe® pod that has been inserted. Therefore, Keurig cannot guarantee that pods not recognized by the brewer will work. Look for the Keurig® logo on your favorite pod varieties to ensure a delicious cup every time. However, our My K-Cup® Reusable Coffee Filter accessory is available for purchase separately, and gives you the flexibility to brew the ground coffee of your choice.

Troubleshooting

  • 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 Keurig® Customer Care team directly at 1-866-901-2739. They are available 7 days a week, between 7:00 a.m. and 12:00 a.m. (ET), and are ready to help you make the most of your brewing experience.
  • I’m having trouble brewing and experiencing short cups or interrupted brews. What’s wrong?
    If you are having trouble brewing, or experiencing interrupted brews, you may have coffee grounds stuck in the entrance needle. The Brewer Maintenance Accessory, included with your brewer, can assist in cleaning out the natural build-up of coffee grounds that can form in the entrance needle of your Keurig® brewer. The Brewer Maintenance Accessory is compatible with all Keurig® 2.0 or Keurig® Plus Series brewers. See how to operate your Brewer Maintenance Accessory here, and please contact our Customer Care team via email or phone, at 1-866-901-2739, if you have any questions.
  • Why isn’t my brewer recognizing the pod that I’ve inserted?
    In order to deliver the perfect cup, mug, or carafe every time, your Keurig® brewer must read the lid and recognize the K-Cup®, Vue®, K-Mug™ or K-Carafe® pod that has been inserted. Therefore, Keurig cannot guarantee that pods not recognized by the brewer will work. Keurig is constantly pursuing new relationships to further expand the brands and beverages that can be offered in the Keurig® system.
  • How do I separate the bottom of the water filter handle in order to insert the filter?
    On the bottom of the handle, press in the tabs on both sides of the base at the same time and pull down to separate. Note: the tabs are located where the lines form an upside down triangle right above the Keurig® word mark.
  • The My K-Cup® filter accessory that I purchased doesn’t seem to work inside my brewer. What should I do?
    There are two separate My K-Cup Reusable Filter Accessories available to fit our different brewers. If the accessory that you purchased does not fit in your brewer, you may have purchased the wrong one. Our customer care team can help remedy the situation and ensure that you have the correct My K-Cup® filter accessory. Please contact our Keurig® Customer Care team directly at 1-866-901-2739. They are available 7 days a week, between 7:00 a.m. and 12:00 a.m. (ET), and are ready to help you make the most of your brewing experience.

General Brewer Information

  • BREWER MATERIALS
    For most Keurig® home brewers, you may purchase a replacement removable water reservoir or removable drip tray on Keurig.com. To find a removable water reservoir or removable drip tray for your brewer:

    View parts

    Please note: Not all Keurig® home brewer replacement parts are available online so if you cannot find the part you’re looking for, please contact Customer Service. Please have your Serial Number available when calling.
  • DIFFERENCES BETWEEN HOME BREWERS AND COMMERCIAL BREWERS
    All Keurig brewers and Keurig licensed brewers share the same innovative technology that ensures a fresh-brewed, perfect beverage every time. However, Keurig does market separate home and work brewers with features and UL certification appropriate for their intended use.

    Brewers that are engineered for home use, are UL Listed for Household use only, and thus 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 on Keurig.com and specific models can be purchased through our retail partners. To find out which home brewer is right for you:

    View all Home brewers

    Keurig commercial brewers are UL Listed for Commercial use only. If you would like to purchase a brewer for a small to medium office please consider our small-medium office brewers that can be purchased directly at Keurig.com or, if you require something for your larger office, we would be happy to have a Keurig Authorized Distributor contact you.
  • USING A KEURIG BREWER AT HIGH ALTITUDES
    While Keurig brewers are made to be used at elevations up to 6,000 ft., portion pods may need to be pre-punctured prior to brewing to release the pressure inside. To do this simply drop the K-Cup® pod into the K-Cup® chamber and push down slowly so that the bottom of the K-Cup® pod is punctured by the exit needle in the bottom of the chamber. Also, the Keurig Special Edition, Ultimate, Platinum, Select and OfficePRO® Premier brewers are equipped with a temperature control so you may want to experiment lowering the brew temperature in elevated areas. Additionally, the K2.0 has a specific ‘High Altitude’ setting to enable for use in high altitudes.
  • USER GUIDES

Warranty Information

  • Limited One Year Warranty
    Keurig warrants that your Keurig® Home Brewer will be free of defects in materials or workmanship under normal home use for one year from the date of purchase. Keurig will, at its option, repair or replace the Brewer without charge upon its receipt of proof of the date of purchase. If a replacement Brewer is necessary to service this warranty, the replacement Brewer may be new or reconditioned. If a replacement Brewer is sent, it will carry a One Year Warranty from the date of shipment. Keurig will cover all shipping costs for authorized returns.

    This warranty only applies to Brewers operated in the United States and Canada. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state and, in the case of Canada, from Province to Province.

    This warranty by Keurig only applies to the Breville, Cuisinart, and Mr. Coffee Home Brewing Systems for 30 days following the purchase date from www.keurig.com. For more warranty information about the Breville Brewing System, please contact Breville Customer Service at 1-866-BREVILLE or go to the Breville website at www.breville.com. For more warranty information about the Cuisinart Brewing System, please contact Cuisinart Customer Service at 1-800-211-9604 or go to the Cuisinart website at www.cuisinart.com. For more warranty information about the Mr. Coffee Brewing System, please contact Mr. Coffee Customer Service at 1-800-672-6333 or go to the Mr. Coffee website at www.mrcoffee.com.
  • What is not covered by the Limited Warranty?
    THIS WARRANTY DOES NOT COVER CONSEQUENTIAL OR INCIDENTAL DAMAGES SUCH AS PROPERTY DAMAGE AND DOES NOT COVER INCIDENTAL COSTS AND EXPENSES RESULTING FROM ANY BREACH OF THIS WARRANTY, EVEN IF FORESEEABLE. Some states or Provinces do not allow the exclusion or limitations of incidental or consequential damages, so the above limitation or exclusion may not apply to you depending on the state or Province of purchase.

    Nor does this warranty cover damages caused by services performed by anyone other than Keurig or its authorized service providers, use of parts other then genuine Keurig parts, or external causes such as abuse, misuse, including use in an office or other commercial setting, inappropriate power supply or acts of God.
  • Other Limitations
    THIS WARRANTY IS EXCLUSIVE AND IS IN LIEU OF ANY OTHER EXPRESS WARRANTY, WHETHER WRITTEN OR ORAL. THE DURATION OF ANY IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, IS EXPRESSLY LIMITED TO THE PERIOD OF DURATION OF THIS LIMITED WARRANTY. Some states or Provinces do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you depending on the state or the Province of purchase.
  • 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.
 
 

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