Frequently Asked Questions: Technical support and self-service
Find quick answers on Selecta service and support. Learn how to report faults, request cleaning or restocking, understand response times, and use self-service support for vending, coffee machines and Smart Fridges.
Technical Support & Service
Practical help when you need it.
These FAQs are designed to help you resolve common service and technical issues quickly and confidently. Whether you need to report a fault, request cleaning or restocking, or understand what support is available, you’ll find clear guidance here.
Our aim is to keep your food and drink solutions running smoothly with minimal disruption.
Technical issues can be reported using the QR code on the machine, where available, or via our online support form.. This allows the issue to be logged quickly and directed to the right team.
If the issue is urgent or the QR code isn’t available, you can contact our Customer Experience Team by telephone on 01256 348600.
Please remember to quote the machine ID number located on the machine when reporting any issue.
If stock is running low, you can submit a restock request using the QR code on the machine or via our online form. This helps our teams prioritise visits and maintain availability.
Restocking schedules are also informed by live machine data as part of our fully managed service.
You can report a cleaning requirement in various ways. You can either use the QR code attached to the machine or the following form. Regular cleaning is often part of our service, but requests help us respond quickly if additional attention is needed.
Response times depend on the nature of the issue. Urgent problems that affect service availability or food safety are prioritised. Less critical issues are scheduled as part of planned visits.
We’ll always aim to resolve issues as quickly and efficiently as possible.
Urgent issues typically include:
- Complete machine outages
- Payment systems not working
- Food safety or temperature concerns
- Smart Fridge access issues
These are prioritised for faster response.
Our normal support hours are Monday to Friday 8am to 5pm.
Support availability depends on the service agreement and site requirements. Where out-of-hours support is in place, this will be confirmed during onboarding.
Support is coordinated across all machines and locations covered by your agreement. This ensures consistent service standards, regardless of scale.
Quick help (Self-service)
If safe to do so, try restarting the machine by switching it off and on again at the mains. If the issue persists, report the fault using the QR code or support form, quoting the machine ID number and fault details.
Restarting the machine can often resolve temporary connection issues. If payment problems continue, report the issue so it can be investigated and resolved.
First, check whether:
- Products or cups are available.
- The machine display shows any error messages
If the issue continues, restart the machine if possible and log the issue for support.
- Check Stock Levels: If you can access your machine, start by verifying the stock levels of ingredients or cups. If they’re empty or low, top up to resolve the issue.
- Restart the Machine: If the problem persists, try restarting the machine by switching it off at the mains and then back on.
- Contact Our Customer Experience Team: If neither of the above steps works, please reach out to our Customer Experience Team for further assistance using the online from or call 01256 348662 (Option 2).
- Run a Cleaning Cycle: Initiate a cleaning cycle for the machine.
- Restart the Machine: If the error persists, try restarting the machine by switching it off and on again.
- Contact Our Customer Experience Team: If neither of the above steps works, please reach out to our Customer Experience Team for further assistance using the online from or call 01256 348662 (Option 2).
If you operate the machine follow these steps:
- Check the Temperature: Tap the screen ten times to display the current temperature. Ideally, the temperature should be between 4-7 degrees.
- Login to the System: If the temperature falls within the ideal range and you have operator access, use the login process to engage with the machine.
- Release the Lock: Log out to prompt the option for releasing the door.
If you are an end user follow these steps:
- Check if your pre-authorisation was accepted. If not please present your payment card again.
- Check if there is any error message on the screen.
Contact Our Customer Experience Team: If the above steps do not resolve the issue, please reach out to our Customer Experience Team through our support form or call 01256 348662 (Option 2).
Refunds, Orders & Billing
Before requesting a refund, check whether the transaction was completed. If a charge was made but the product wasn’t received, report the issue using the QR code or support form. Ensure you quote the Machine ID Number and date and approximate time of the transaction.
Refunds are processed once the issue is validated.
Please note: Refunds are paid through our third-party payment processor and can take up to 7 working days.
If you believe you’ve been charged incorrectly, report the issue using the QR code on the unit or via our support channels. Ensure you quote the Machine ID Number and date and approximate time of the transaction. Charges are reviewed and validated before any refund is processed.
Please note: Refunds are paid through our third-party payment processor and can take up to 7 working days.
Please send an email to credit.control@selecta.com or through the contacts listed on your invoice.
If registered, you can easily order products from our Brew & Beyond Wholesale team. Contact us at sales.post@selecta.com or use our telephone order service on 01256 348675 (Option 4).
To contact a sales representative, complete the form and we will come back to you within 24 hours.
Need further help?
If your question isn’t covered here, our support team is ready to help. Using the QR code on the machine or the online support form is the quickest way to get assistance.