Service

How can I fix a problem?

• How do I care for my Rockstar?

  Please find the mulit-language instructions here:  

• I purchased a Hestan Cue through shop.thermomix.com and I need product support.

  You can find troubleshooting support here: https://support.hestancue.com/en/support/solutions/19000103175

• TM6 User Manual

  Download your TM6 User Manual here

• When do I need to replace my mixing knife?

  The mixing knife will wear out over time if the Thermomix® TM6 is regularly used for chopping hard food. The table below shows recommended intervals for replacing the mixing knife.   USE EXAMPLE...

• Can I change the contrast and/or brightness of the display on my TM6™? How can I change the volume and length of the notification sounds on my TM6™?

  To change your settings, go to the following menu options under the Main Menu SETTINGS. SETTING THE LANGUAGESelect Main Menu > Settings > Language. SETTING THE COUNTRYSelect Country under Settings....

• Can I take apart my Mixing Bowl?

  HOW TO DISASSEMBLE THE MIXING BOWL To thoroughly clean the mixing knife and mixing bowl, first remove the mixing knife. 1. Hold the mixing bowl with the opening points facing upwards.2. Turn the mi...

• My TM6™ is showing an error code, what does this mean?

     29 Motor is too hot. Wait until the motor has cooled down. Please check the air vents at the bottom and the back of the appliance. Please clean the protection grids. Please allow your Thermo...

• I am an active duty service member and live at an APO address. How can you fix my Thermomix®?

  We are able to support any customers who currently reside at an APO address. Please contact our Customer Service team and we will guide you through the process.

• I need to transfer the warranty of a Thermomix® unit. How can I process this request?

  Please contact Customer Service. Please have the serial number of the unit as well as the original order number (if available) ready.

• Where can I learn more about caring for my Thermomix®?

  Please refer to the Instruction Manual, which came with your unit for full product care details. TM5 Manual

• Can I receive expedited shipping for my repair?

  Expedited shipping is not offered for Thermomix® repairs at this time.

• How long does the repair process take?

  This will depend on many factors, including the distance between you and our repair facility, and how quickly you are able to send the unit back to us. In any event, you should plan on, the entire ...

• How does the repair process work?

  1. After contacting our customer service team and confirming that your Thermomix® will need to be sent into our facility for repair, we will organize the shipment of your unit to our repair facilit...

• How do I know what issues are covered within warranty?

  Please refer to the warranty document which can be found here: WARRANTY

• How do I know if my unit can be repaired in the US.?

  Any UL certified Thermomix® TM5 originally sold through an in Canada or the U.S. can be repaired in our U.S. repair facility. An easy way to confirm is to look at the bottom of your Thermomix®  If ...

• I purchased my Thermomix® in the USA, but now live in another country. How can I send my unit in for repair?

  Our repair policy shipping only covers those currently residing in the United States (that is continental US, Alaska, and Hawaii). Please contact the local Thermomix® customer service team in the c...

• How do I know when my warranty ends?

  Please refer to the warranty document which can be found here: WARRANTY

• Does Thermomix® offer an extended warranty for my unit?

  Thermomix® does not offer an extended warranty at this time. 

• What information should I have before calling Thermomix® with a product related question?

  Please have your original order number (if you still have access to it), serial number of your Thermomix® and if possible, a short video displaying your concern (taken from your phone or tablet).

• What happened to my notes section on my Thermomix®?

  With update 2.6, the new timer function has been implemented in the recipe view. As a result, the icon for viewing individual recipe notes is temporarily unavailable on the TM5. With update 2.7, wh...

• A message has appeared on the display of my Thermomix® TM5 about shutting down unexpectedly

  This warning about being switched off suddenly will appear as you restart the Thermomix® if it wasn’t switched off properly last time.This can happen if you unplug your Thermomix® appliance while i...

• What is the Vorwerk-Thermomix® Toll free number?

  The toll-free line for Customer Service is 888-867-9375.  Agents are available Mon-Fri 7am-7pm, Saturdays 7-3:30pm Pacific Time. We have agents available in English and Spanish. If you speak other ...

• What if the Thermomix® switches off unexpectedly?

  This error may be due to a malfunctioning recipe chip/Cook-key®.  In this situation a quick test is needed: remove the chip/key and use the TM5 without either/or attached.  If the TM5 works without...

• I feel that my Thermomix® TM5 is heating up too slowly

  If it appears to you that your Thermomix® TM5 is heating up unusually slowly, you are probably using soft heating on speeds 2 and 3. If you have chosen these speed settings, then the temperature wi...

• My TM5 is showing an error code, what does this mean?

    These Error Codes are a reference, for troubleshooting and questions, please contact our Customer Happiness Team at 1.888.867.9375 or email service@thermomix.us for assistance.   Code Reason f...

• The dough mode and/or turbo mode aren’t working on my Thermomix® TM5

  The dough mode and turbo mode will both be deactivated if the temperature is above 60°C / 140°F. If you want to use either of these modes, then you first need to make sure that the contents of the ...

• What if the locking mechanism of the TM5 no longer works properly?

  In some cases, the locking mechanism that holds the lid of the TM5 does not close when the lid is hot. In this instance, you may need service. Please call Customer Service at 888-867-9375.  

• What if the scale in a TM5 is not working properly? (This could be the scale jumping from 0 to max, the weight fluctuating without additional ingredients, or the weight amount doesn’t seem right.)

  In this scenario, place the empty mixing bowl in the cradle of the TM5 without the measuring cup.  Tare the scale.  Check to see if the cup weighs 40 g (1.4 oz (+/- .1oz)).  If not, turn off and un...

• Is it possible my Thermomix® could have trouble heating food if it is overloaded with a lot of ingredients or frozen ingredients?

  Yes.  Colder and larger quantities of food may require more time to heat.

• Does Vorwerk® have an international service web page?

  Yes.  For Thermomix® and other Vorwerk® orders purchased outside of the US, customers can visit this page for information on service in their respective country.