Vending machine issue

Report an issue

Reporting an issue is possible online around the clock – regardless of opening hours and public holidays.

Machine defective? No or incorrect goods received? Money lost?

We are sorry that one of our vending machines has malfunctioned. Our service team is happy to assist you quickly and easily in resolving the issue.

Here you can report a new issue or check the current status of a previously reported issue or update it. To process a new report, you will need the machine number found on the nameplate.

Machine number on the nameplate

Machine number on the nameplate

Report Vending Machine Issue

You will need the 4 or 6-digit machine number found on the sticker on the machine.

Proceed to entry

Check status

Please enter the case number you received via email or SMS in the next step.

Proceed to entry

Machine number unknown?

If you don't know the machine number, we can try to determine the machine based on the address. In this case, please contact our customer service during business hours (Mon.-Thu. 7:30 AM–4 PM and Fri. 7:30 AM–3 PM) by phone at: 02103-907420.

FAQ - Frequently Asked Questions

If you received a different product than selected and our technician can confirm the error, you will of course receive a refund. The reimbursement can take up to 4 weeks.

In this case, you must report the issue by phone. We will need the street name, city, and nearby house number of the machine location. Our service team will try to identify the machine based on this information.

You can reach our customer service (Mon.-Thu. 7:30 AM–4 PM and Fri. 7:30 AM–3 PM) by calling: 02103-907420

Yes, you can leave a message on our answering machine. Please leave a phone number or email address so we can reach you for further questions. We recommend contacting us during hotline hours. Make sure to note the machine number, date, and time of the issue. You have up to 7 days to report the issue.

If you only provided a phone number:
You may have entered an incomplete or incorrect number. Please submit the report again or call our customer service.

If you provided an email address:
You may have entered an incorrect address or the message was filtered as SPAM. Check your spam folder. If no message is found, please submit the report again or call our customer service.

You can reach our customer service (Mon.-Thu. 7:30 AM–4 PM and Fri. 7:30 AM–3 PM) by calling: 02103-907420

In rare cases, reimbursements may take up to 6 weeks to process. Normally, you will be informed about the status via email or SMS. Please check the status here on the website using your case number.

After entering the machine number and your email or phone number, you will receive a case number. You can use this to add missing information later via our website.

No, you have up to 7 days from the time of the issue to submit a report. If you're in a hurry, you can interrupt the process after entering the machine number and a phone number or email. You will then automatically receive a case number, which you can use later to complete the process from home.

Our machines do not return change for a 20 euro bill. You need to buy two packs. The machine indicates this with a beep and a display message. If you missed this, please report it as an issue. The issue form provides a specific option for this case to receive a refund.