This is thankfully an easy fix. Removing the rubber seal and washing the lid and rubber seal will ensure nothing is between the seal and lid. Please also ensure these parts are thoroughly dried before replacing as water may create an airlock and cause the lid to ‘pop-up’ during the velvetising process.
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The troubleshooting video should help you and we suggest watching this first. If your problems persist, then please do get in touch via usahelp@hotelchocolat.com so that we can help you.