Service

How can I fix a problem?

• 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, it is necessary to replace the lid; call Service at 888-867-9375.  However, ...

• 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 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).  If not, turn off and unplug the TM...

• Is it possible the TM5 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.

• What if the Thermomix® switches off unexpectedly?

  This error may be due to a defective 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 a ch...

• 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.

• How can I update the software on my Thermomix ® TM5?

  When Cook-Key ® is attached to Thermomix ® TM5, an automatic check for the latest software is already on your Thermomix ® TM5. If there is a new update available you will get a notification on your...

• What if the mixing knife (blade set) is not working properly in a TM5? It is possible to hear the Thermomix® motor moving but the mixing knife is not moving.

  The blade, called a mixing knife, in a TM5 is engineered with a safety break point outside the bowl, so the pressure required to break the knife will break the shaft before the blade.  This is a sa...

• Can I cancel an order?

  In most cases, orders cannot be canceled after being placed. Please call Customer Service during business hours at 888-867-9375, Monday through Friday, 8 - 6 PST.  

• Is everything on the TM5 food safe?

    Every piece that touches food is food safe FDA approved • Mixing bowl: Stainless steel (focus on being corrosion resistant) • Blades of Mixing Knife: stainless steel designed for ship propell...

• 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...

• Thermomix® sells mixing bowls in many countries around the world. Does a non US mixing bowl work in the US version of the TM5?

  No.  An easy check is to look for the voltage indication on the bottom of the mixing bowl.  US mixing bowls are engraved with 110, non US bowls are engraved with 220/230.

• What if a TM5 does not heat food quickly or at all?

  There are some simple tests that can be done to check the heating function of a Thermomix®. Test 1: Place an empty mixing bowl in the TM5, set the Thermomix to 2 min / 250°F / Speed 1.  If the temp...

• What does error code C561 mean?

  Error C561 is indicative of a defective recipe chip.  The Thermomix unit does not need repair; call Service at 866-867-9375 for a new chip.  Before attaching the new chip, it is important that the ...

• Is the blade/mixing knife in a TM5 susceptible to breaking into pieces?

  No. The blade, called a mixing knife, in a TM5 is engineered in a way that prevents the blades from breaking.  The shaft of the mixing knife is equipped with a safety break point outside the bowl, ...

• What if the reverse mode, scale, or modes goes on and off at random while cooking with the Thermomix®? Does this mean the Thermomix® is broken and needs to be replaced?

  This may happen if the display is wet and/or stained.  Stains may or may not be invisible.  Dried drops of water are sometimes hard to see, but may be causing the unit to react randomly.  To solve ...

• What if the lid of the TM5 leaks?

  If the lid of the Thermomix is not keeping liquids in the bowl while mixing food, it is important to make sure the lid is properly seated on the top of the bowl.  Sometimes it is helpful to push th...

• TM31 Sealing Ring Replacement Info

  Given that the Thermomix® TM31 has never been sold in the United States, Vorwerk, LLC/Thermomix® USA is not able to service the TM31.  Nevertheless, if you own a TM31 and have questions regarding t...