If your Ekobrew is not broken but is just not working the way you think it should, we can help! Before reaching out to Customer Service, please read this troubleshooting page.
Q: Why is my coffee flowing so slowly or not finishing the brew cycle?
A: There are several factors that can cause this. The first and most obvious is that the coffee is ground too finely. When using this filter, correct coffee grind size is critical. Please be sure to try between a medium or coarse grind. The finer the grind, the slower the water will be able to move through the coffee, possibly resulting in a smaller amount of coffee than desired.
The second most common factor is that the screen on the Ekobrew or the Keurig® machine has not been consistently cleaned. Coffee contains oils that can adhere to and build up on the stainless steel Ekobrew mesh. We recommend that you wash your Ekobrew every third or forth day of use. It is also advisable that you clean the actual filter holder on the Keurig® machine when needed. By simply removing the Keurig® filter holster, you can look down the center of it and see if there is a build up of residue. It is as important to keep the parts of your machine clean as it is to keep your Ekobrew clean.
The last and least likely reason for a slow extraction flow rate is a faulty or worn out machine pump. The pumps on the Keurig® machines are quite dependable and able to achieve 1.1 to 1.3 bars of brew pressure. That should be adequate to brew any reasonable cup of coffee. However, things do wear out and on some older machines, the pump looses its ability to put enough internal pressure on the coffee grounds to force water through them at an acceptable rate.
Q: Why am I getting grounds in my coffee?
A: The only way that coffee grounds (not insolubles) can get into the coffee is if there is a breach in the side or bottom of the Ekobrew, or if there is a poor seal between the Ekobrew lid and cup base.
There are only a few things that can cause this. The most common cause is the user has inadvertently left coffee grounds around the rim of the Ekobrew or on the silicone seal. Any significant amount of stray coffee around the rim of the Ekobrew will not allow the lid to seat and seal cleanly with the cup. The result will be that once the brew cycle is engaged, the water and coffee back up and find their way out of the gap formed by the stray coffee grounds.
Note: If inserted improperly, the user can accidentally puncture the screen or base of the Ekobrew, and the end result can be coffee grounds present in the brewed coffee. (see below)
Q: Why does my Ekobrew have a hole in the bottom of it?
A: The Ekobrew is engineered to fit easily into the Keurig® filter holder. If you feel any resistance when inserting the Ekobrew, pull it out, adjust the angle of entry and reseat it. It is important to place it in the filter holder level; if you tilt the Ekobrew up or down, you run the risk of puncturing the Ekobrew screen or the base of the unit. The Ekobrew holds more coffee than any other K-Cup® alternative device. The only way that we could accomplish this is to require just a little attention to the way it is placed in the machine. Once you see and feel how to do it, it is easy and becomes second nature. The grips on the side of the cup should be placed at the 3 and 9 o’clock positions with the side labeled “back” at the 12 o’clock position.
Note: There are understandably manufacturing tolerances on ever Keurig® machine. Those tolerances extend to the bottom needle placement as well. If you find that you are unable to seat the Ekobrew without feeling resistance, turn the Ekobrew 180 degrees and try inserting it again.
Q: Will it work with my machine?
A: The Ekobrew was designed to work with the vast majority of the Keurig® single cup brewers. Click here for a complete list of compatible Keurig® brewers.
Q: Why is the water backing up and making a mess?
A: If the lid seal is not clean and particulate free, or if the silicone O-ring is damaged, water will escape from the top of the Ekobrew. The amount of water escaping will depend on the size of the breach in the lid seal.
If your Ekobrew stainless steel mesh is clogged with residue, it will restrict the flow to the point where it will force water from the weakest point in the brewing process, at the lid.
A seldom-identified cause of water backing up is the rubber grommet seal inside the upper clamshell of the Keurig® machine. After time and exposure to heat, the rubber grommet seal can break down and crack. If cracked, water pressure will exploit that crack and allow the coffee to back up and out of the Ekobrew. You may see this after brewing your coffee and when opening the Keurig® to remove the Ekobrew. The partially brewed coffee will be present around the recess in the lid of the Ekobrew and at times around the remaining surface of the lid.
Q: What coffee works best in an Ekobrew?
A: Any brand of coffee that you enjoy! However, darker roasts have more surface oils and will tend to build up more quickly on the Ekobrew screen. Medium or light roasted coffee has less surface oil and does not build up on the screen as quickly.
Many coffee connoisseurs recommend a single origin varietal coffee. Nothing beats the unique aroma or the flavor profile of a favorite bean from a specific part of the world. “Best” is a subjective term and can only be determined by you, for you.
Q: How often should I wash my Ekobrew?
A: The frequency of cleaning your Ekobrew depends entirely on how many times a day it is used. If you use it once a day, cleaning it once a week should be sufficient. If you use the Ekobrew multiples times per day, washing the Ekobrew every couple of days should be adequate. Although the Ekobrew is dishwasher safe, it is seldom necessary to machine wash it as part of a normal cleaning regiment.
To determine when to clean your Ekobrew, hold the Ekobrew up to a light, looking inside of the cup. If portions of the Ekobrew screen appear more opaque than the rest of the screen, it means that oils and residue have built up and the screen needs to be cleaned.
By rinsing the Ekobrew thoroughly after each use, and immediately after brewing, your maintenance and need for dishwasher cleaning will be minimal.
Note: If you use exclusively dark roast coffee or flavored coffee in your Ekobrew, consider cleaning it about 30% more often. Darker roasts and flavored coffee contain more surface oils than other types of coffee. Those oils can resist simple rinsing and over time harden on your Ekobrew screen as well as on the filter holder of your Keurig® machine.
Q: Why did my Ekobrew carafe filter work initially but is suddenly getting an error message?
A: If the classic “Oops!” message is coming upon your 2.0 machine when you previously had no issue using the Ekobrew carafe filter, the scan of the filter is being interrupted. After a few brews, the code reader can become covered in residue and interrupt the scan. This is normal and can be easily fixed. Open the holster and locate the code reader underneath. It is small and not always easy to find. Once located, take a swab and wipe off the residue. The Ekobrew carafe filter should start reading correctly again. Remember to clean the reader after every few uses to avoid future interruption.
Q: Why does the Ekobrew carafe filter have no side or bottom screens for water to pass through?
A: The Ekobrew carafe filter works differently than the Ekobrew single-serve filter. Water flows into the cup, filters through the coffee grounds and collects at the bottom. The filtered coffee then travels back up to the top and pours over into a finished pot of coffee. The Keurig® needle slides over to avoid puncturing the carafe filter.
Q: Why is my Ekobrew Elite not working in my 2.0 machine?
A: In order for the stainless steel Ekobrew Elite filter to be compatible with the Keurig® 2.0 machines, a pair of orange stickers need to be applied to the top of the lid. Apply them within the marked spots on the 3 and 9 o’clock positions. We provide a square of these stickers with each purchase. Check inside the package at the bottom of the box. If you use all the stickers provided and want to purchase more, they are currently available on Amazon.com.
If none of these solutions help or if you need to return your Ekobrew for any reason, please visit your retailer first and ask for a return or refund.
We are committed to customer satisfaction. If your retailer will not give you a return or refund, please contact our Customer Service department at (email@example.com).