Not to worry – this is an easy fix! As the whisk has a magnet at the base it can sometimes become stuck, regardless of whether the Velvetiser is new or well-used. Simply brush the whisk carefully and ensure the black plastic disc is moveable by pushing it upwards and this should get your whisk Velvetising. A handy tip is to immerse the whisk in warm soapy water first before cleaning.
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Be mindful that this can also happen if the Velvetiser is left unused for a while and the whisk was not completely dry after the last time it was washed. Repeat cleaning the whisk as above and reset the thermostat as described in the answer above and you should be Velvetising again in no time!

We suggest watching the video below first. If your problems persist, then please do get in touch via usahelp@hotelchocolat.com so that we can help you.