FAQ

Frequently asked questions

Have questions? We’re here to help

Brewing Tutorial

Why is the flow rate of my coffee too fast and the crema very little?

1. Grind too coarse – Adjust to a finer grind.
2. Too little coffee – Increase the dose (after tamping, the grounds should be near the groove line of the filter basket).
3. Coffee not tamped – Distribute evenly and apply firm, even pressure.
4. Stale coffee beans/powder – Use fresh coffee within 1 week to 1 month for optimal extraction.

Check you extraction flow rate on the video
https://www.youtube.com/watch?v=Gxd7pA4qmsg

Why is there no change or only a small change in the pressure gauge during extraction?

1. Please test the machine with the cleaning pad and send the instructional video to the customer. If the pressure is above 9 bar, the machine's pressure is normal.
- To use a cleaning disc to check the pressure：
https://www.youtube.com/watch?v=pejgt1FdiFw

2. After confirming that the machine's pressure is fine, try grinding the beans finer. The amount of ground coffee in the portafilter should be near the groove line of the portafilter.
- Checking your extraction pressure and learn how to make the perfect coffee on the video
https://www.youtube.com/watch?v=Gxd7pA4qmsg

When extraction, the coffee overflows from one side of the filter basket.

1.The potafilter is not tightened to the right position. Please tighten the portafilter completely to the right.
2.Too much coffee powder remaining on the edge of the portafilter screen. Please clean the coffee powder
3.The coffee powder is too much. Please do not over the groove line.
4.The seal ring is broken and needs to be replaced.

Why the portafilter suddenly dropped when brewing?

The portafilter is not installed in place or tightened completely, the high pressure of the extraction will pressure on it.Please turn the portafilter tightly to the right when installing.

Why is my coffee machine not dispensing coffee?

1.The machine is preheating. The button lights flash indicates that the machine is preheating, lights stay on indicates that the preheating is complete.
2. Insufficient water or water tank not in place. Please refill or put tank in place.
3. Filter basket clogging. Remove the filter basket from the filter and clean the holes with a brush or needle.
4.Too much coffee powder in the filter. Please reduce the amount of powder.
5. Excessive tamping pressure. Please reduce pressure.
6. Coffee powder is too fine. Please use to a coarser grind.

Why does my espresso have little or no crema?

1. Grind the coffee finer.
2. Use the right amount of grounds.
3. Apply more pressure when tamping.
4. Ensure the portafilter is securely locked.
5. Use fresh coffee beans.

Why is the flow rate of my coffee too slow？

1. Too much coffee grounds – Reduce the amount (after tamping, the grounds should be near the groove line of the filter basket).
2. Grind too fine – Use a slightly coarser grind.
3. Clogged filter basket – Remove the filter basket from the portafilter and clean the holes with a brush or pin.

Check you extraction flow rate on the video
https://www.youtube.com/watch?v=Gxd7pA4qmsg

Coffee has abnormal taste/acetic taste.

1. New machine – Before first use, drain the group head and steam wand for a while. Make 2–3 shots (discard) to clean the internal system before making coffee.
2. Dirty machine or portafilter – Regularly clean the group head, portafilter, and filter basket. Descale the machine every three months (watch "Cleaning & Maintenance" video for details).
3. Stale or low-quality beans – Use fresh, high-quality coffee beans within 1 week to 1 month.
4. Under-extraction (fast flow causing sourness) – Use a finer grind, increase the coffee dose, and tamp evenly with firm pressure.
5. Low brewing temperature – Fully preheat the machine and ensure the proper brewing temperature settings.

After adjusting the pre-infusion mode time, is it applicable to all modes or needs to be adjusted individually?

Pre-infusion function is only for automactic mode (single cup/double cup), manual mode is not included.

Why is the measured coffee temperature not the extraction temperature mentioned in the instructions?

Without sufficient preheating, using cold group head or cup will reduce the extraction temperature.

Follow the tips to increase brewing temperature
1. Sufficient machine preheating when all the buttons are on
2. Press any brewing button to warm the group head before extraction
3. Place the cup in the warm cup zone or heat the cup with
hot water in advance
4. Adjust the brewing temperature to higher in the touch screen（G3006/G3007L)

Hot water is heated in the boiler, flows out through the brew head, passes through the portafilter, and reaches the cup. During this process, a certain amount of reasonable heat loss occurs, which is normal. The extraction temperature we refer to is the temperature of the water inside the boiler.

for more details, please check our viedo
https://www.youtube.com/watch?v=d3yNnxDdEso

There are coffee grounds in the cup.

1.The filter chip is clogged.
Please remove the filter chip, and clean the holes at the bottom of the filter screen with a brush or pin.
2.The coffee powder is too fine.
Please switch to a coarser type of coffee powder.

Steaming Tutorial

The steam function is normal, but why is the frothing abnormal/why is the milk frothing effect poor?

1. The container is too big or the milk is too little – Use a smaller milk frothing pitcher or add more milk.
2. The temperature of the milk is too high – Please use refrigerated milk.
3. Use skim milk – Please use cold whole milk.
4. Steam wand nozzle clogged – Clean out deposits in the nozzle with a needle.
5. for model G3005E/G3005H/G3006: The steam button wasn't pressed. Press the steam button and wait for the indicator stops flashing.

The steam wand is producing low pressure and the steam wand contains a lot of water.

1. Please make sure that the machine is fully preheated (i.e. after the buttons and display have stopped flashing and the temperature value has reached the preset temperature), otherwise there may be insufficient steam pressure due to insufficient boiler temperature.

2. After preheating, when using steam for the first time, please drain the condensate from the internal water circuit of the machine first, it may take about 30s to 1 minute, which is also affected by the ambient temperature; when the condensate turns into drier steam, it can be used normally.

3. Recommended using cold whole milk, 15 oz milk frothing pitcher and pour cold liquid to 1/2 cup

A loud voice occurs when heating, using steam or preheating

1. When brewing heating, this sound is the normal operating noise of the machine's internal vibration pump.
The vibration pump uses an electromagnetic coil to drive a piston, generating pressure to push water through the coffee grounds for extraction. This repetitive motion naturally produces some noise, which can be heard when brewing coffee or using steam. This is a normal part of the machine's operation.

2. When steming, it is normal to hear sounds when frothing milk. When the steam wand’s dual holes are near the liquid surface, you may hear an air-intake sound caused by the steam vortex. If submerged slightly deeper, it will produce a stirring and heating sound as steam pushes the liquid. However, if the steam wand is inserted too deep, the noise may become harsh. For optimal frothing, try keeping the wand about 1cm deep and adjust the angle to control air intake, which affects the foam thickness.

Compared to other espresso machines, Gemilai G3006 and G3007L features a longer steam wand, making it suitable for various frothing pitchers. Its stronger steam power allows for quicker and creamier milk frothing.

3. The clicking noise during heating is generally normal, the sound comes from the solenoid valve engaging during the heating process near the heating pot. The screws might be slightly tightened, making the sound more noticeable, but this does not affect normal use.

However, if you notice any unusual performance issues, let us know, and we'd be happy to assist further.Let us know if you have any other questions!

When heating and using steam, there is water flowing out of the steam nozzle.

Steam knob not fully closed.Before making a cup of coffee check that the steam knob switch is completely turned off

Why the pressure gauge does not move when using steam.

The pressure gauge of the espresso machine is a real-time extraction pressure gauge, which only shows the extraction pressure value during the coffee extraction process. Therefore, the pressure gauge does not change when the group head is draining water (there is no coffee powder to form a closed space and no pressure can be generated) and when using steam. This is normal.

Use Tips

Recommendations for first-time use of a new coffee machine.

Follow the "Before First Use" steps in the manual.
1. Take out the machine and all accessories, and check against the manual to ensure nothing is missing.
2. Assemble the machine (if needed): install the water tank and drip tray, ensuring the water tank is securely in place.
3. Plug in the power (make sure it is fully inserted into the socket). Turn on the machine and wait for it to preheat. Once preheated, press the extraction button to clean the internal water path. After that, press the steam button and wait for it to preheat, then release steam for a while to clean the inside of the steam pipe.
4. After cleaning, make two cups of coffee and discard them (do not drink), to ensure there is no metallic taste from the new machine. After that, you can start making and enjoying coffee normally.

Beginner's guide - how to make a cup of perfct coffee?

1) Guidelines for a standard cup of espresso (for reference only, the pressure rate and other statistics will vary depending on the roasting level, freshness, etc.)
• For single shot espresso, the amount of coffee powder is 9-12g, for double shot espresso, the amount of coffee powder is 17-20g.
• Water temperature: 194-205℉
• Group head pressure: 9-12 bar
• Extraction time: 25±5s
2) Select fresh coffee beans, generally roasted within three months of the date, to get a better, fresher taste;
3) Grinding the coffee powder in advance is not recommended. The taste is better with freshly prepared coffee powder, or else the carbon dioxide in the coffee powder will easily evaporate and absorb unnecessary odors;
4) If the coffee powder is too fine, it may cause excessive extraction, and if it is too coarse, it may cause insufficient extraction, so it should be adjusted to a proper fine grind;
5) Keep the remaining coffee beans sealed and well stored after use, and avoid placing them in humid environments or in direct sunlight.

How to choose coffee beans and coffee grounds, and how will they affect the coffee making process?

1. Use fresh coffee beans – For the best flavor, use beans within 1 week to 1 month after roasting. Beans older than 3 months lose freshness as key compounds evaporate, reducing extraction quality.

2. Freshness impacts extraction – Fresher beans yield richer crema and more complex flavors due to higher extractable compounds.

3. Adjust grind size – Fresh beans require a coarser grind, while older beans lose compounds, leading to faster flow. To compensate, use a finer grind for aged beans.

Summary on the factors affecting coffee flavor.

1. Grind size, freshness, quantity of coffee powder, and tamping pressure.
2. Water temperature, pressure, and extraction time for the coffee.
3. Quality of the water used.

Machine Basics

What is the inside material used for the boiler or thermoblock?

The parts in contact with water is used SUS304 stainless steel, 3007L is brew boiler while others are thermoblock.

Does the machine have a 3-way valve to release pressure?

Both espresso machines have 3-way valve.

What are the advantages of 58mm filter basket over other size filter basket?

1. Larger contact surface
2. Rich and delicate crema
3. Strong penetrationHigher extraction yield
4. Smooth crema, not easilydispersed, and richly perfumed

Why the portafilter can’t be rotated to 90 degree when the first use?

The new machine is not required to be rotated to 90 degree for the first use.
Make sure the portafilter is twisted to the right complete for each time, the rotated angle will approach 90 degree after several practice.
https://www.youtube.com/watch?v=lHRxS97UNkE

How long does it take for the machine to fully warm up

The 3007L has a brew boiler which generally within 5 minutes. Other machines in 3 minutes.

Why the machine stop working?

1. The plug is not plugged in or voltage and power mismatch – Check out the voltage and power are compatible with the socket.
2. The machine is heating in an abnormal state, the automatic security protection system is triggered – Let the machine sit for 30 mins. If the problem persists after carrying out the above operations, please contact the authorized service center.
3.There is no water in the tank – Check the water tank for water shortage and add water to the tank.
4. The water tank is not in place – Please put the water tank in the right place.

The bottom of the coffee machine is leaking.

1.The drip tray is full.Clean the drip tray.
2.Machine malfunction.Contact a maintenance specialist for assistance or Contact customer service.

Why my machine leaks water when lifting the water tank？

The water inlet valve at the bottom of the tank is dirty or clogged. Clean the tank and use your fingers to make the bottom valve active

The filter basket can not be levered to be cleaned or replaced.

Use the screwdriver to lever the filter
basket according to the User Guide or the video
https://www.youtube.com/watch?v=TggdG8G3xIk

Common Issues

Do your products come with insurance?

All our products are covered by Commercial Liability Insurance to protect your shopping experience.

What if a product is out of stock or on back order?

While we strive to keep products in stock, occasionally an item may become temporarily unavailable for purchase. You can select the ‘Notify me when available’ option on the product web page. We also display our back-in-stock dates if they are available.

How and where do I apply a coupon?

All discounts can be applied on the cart or checkout page. While some automatic discounts will be applied directly, others require you to manually enter the corresponding coupon code.

Note: The final discounted price will be confirmed on the checkout page.

Why isn't a product eligible for a coupon, promotion or special offer?

Some products and special offers may be ineligible for our coupons and promotions.

Why won't a coupon apply to my order?

If a coupon code won't apply to your order, the most likely cause is that the code you are using is not valid with other Special Offers or Deals. To prevent this from happening, verify that the contents of your order are eligible for the coupon you're attempting to use.

If you've verified that the coupon is valid and applicable to the products in your cart but is still not applying, please contact sales@gemilaicoffee.com submit your request.
You can also stay up-to-date on our current Sales and Offers, as well as sign up for our email newsletter to get the inside scoop on new arrivals, free gifts, bonus rewards, refurbished products, flash sales and other offers.

What if I can’t pay by credit card?

If you are unable to make the payment by credit card, alternatively we suggest using a bank debt card or Paypal to finish the order.

How do I add or update my order address?

Please provide the updated address via INBOX or send it to sales@gemilaicoffee.com by email for support.

Can I modify an order I placed?

You can contact us via INBOX or send it to sales@gemilaicoffee.com by email, to make any adjustments before your order is processed and shipped.

Can I modify an order in transit?

We understand that plans may change, and you might need to update the delivery address or change your mind after the order has been shipped. However, we are currently unable to support such requests. For more information, please refer to our shipping policy.

Can I stop an order in transit?

Packages will be delivered to the address confirmed on your order. For security purposes, we are unable to change shipping addresses, redirect, or place a hold on a shipped package after an order is placed.

How to check my order status?

You can log into your account and navigate to the "Order History" page to view the status of your orders. There will be updates to the status after processing and shipping.

Will an invoice be included in my package?

There will be no invoice in your package. If you want to request for an invoice, please contact our customer service for a screenshot of your order details.If you have any additional questions or concerns about ,please contact us at: gemilai@afterservice.vip

Why can't I see an order I placed?

If you ordered over the phone, checked out as a guest, or you were signed into a different account when your order was placed, it will not appear under your order history. Please contact a member of the Customer Service team for additional information by submitting a request here.

How do I cancel my order?

To cancel your order, please submit a request through your personal center. If the order hasn’t been shipped, we will process the cancellation promptly.

For shipped orders, cancellation is not possible. You may return the item after delivery, and a return label will be provided. Please note that the return shipping fee is the customer’s responsibility. If you refuse the package upon delivery, a refund will be issued after deducting the return shipping fee. For more details, refer to the Return Page.

How do I contact Gemilai regarding my order?

Whatever happens to your order, you can contact us by gemilai@afterservice.vip It is important to provide us with your email and telephone number, order number or tracking number so we can check the status of your order.

Shipping Issues

Where can the be shipped to?

We currently ship to the US and Canada only. For more information, please refer to our shipping policy.

What shipping methods do you offer?

We use Fedex, UPS ,USPS, FdsExpress and freight transportation by truck to ship your orders. Each shipping method will be based according to the size and quantity of the items ordered.

When will my order be shipping out?

Once we receive your order, we will process it the same day and ship it out on the second day from Monday to Friday. Any orders placed on Saturday will be sent out together with Sunday’s orders. In case of special circumstances, the shipping time may be correspondingly delayed.

What is the estimated delivery time?

We aim to ensure that you receive your order as quickly as possible. Once your order is submitted successfully, our warehouse processes it on the same working day. It is then picked, packed, and dispatched. Please note delivery times vary depending on your location and the possible courier screening that the package goes through.

Our standard delivery times are as follows:
United States Standard Shipping Time: 2-7 business days (estimated).
Canada Standard Shipping Time: 10-15 business days (estimated).

Please note that these delivery times may vary due to external factors outside of our, and our courier’s, control. These factors may include but are not limited to, extreme weather conditions and technical failures.

How much will the return shipping cost?

The final cost of shipping your machine back to you is dependent on its weight at the time of shipment and its destination address. As such, this cost will be calculated once the estimate has been approved and the work completed.

Afterservice Issues

What if I don't receive my order?

If you haven’t received your order, contact the carrier to confirm delivery to the correct address. Please email your contact details (phone + address) and request to gemilai@afterservice.vip, so we can file a claim. The search process typically takes about one week.

What do I need to do when I received a different product than what I ordered?

Please contact customer support. Email: gemilai@afterservice.vip Phone Call : +1(833) 356-3440

What if I have received a damaged order?

If your order arrives damaged, submit a return request in your personal center within 3 days. Document the damage (e.g., scrapes, dents, or malfunctions) with photos/videos and email them to gemilai@afterservice.vip for a quicker refund process.

I’d like to exchange item(s).

Please contact customer support. Email: gemilai@afterservice.vip Phone Call : +1(833) 356-3440

Some of the items in my order have not been received yet.

Some items may be shipped separately. These items will not receive an automatic tracking number. Please contact us, and our team will assist in providing the estimated delivery time and/or tracking number.

When can I expect a refund debited to my account once I return the item?

Once authorized to return an item, track the return carefully. A refund will be issued within 48 working hours after the item is delivered to our warehouse.

What is the warranty of my item?

All items come with a guarantee 2 year warranty from the date of purchase. We will cover any cost occurred due to item quality issue.

Is that possible for me to order replacement parts from you?

Generally, we do not sell individual replacement parts. If your order is still within the warranty period, please reach out to us for after-sales support at our official email: gemilai@afterservice.vip.

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