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Frequently asked questions

Is the machine suitable for high-volume locations?

Is the voltage convertible?

What size transformer do I need?

How long does delivery take?

My machine has a problem. What should I do?

Do you have support or repair centers in my country?

What water should I use for my machine?

What are the differences between the DE1PRO, DE1XL, and DE1XXL?

Which DE1 model should I get?

How many cups of coffee can you make per hour?

Where can I find the profile files or add downloaded profiles?

Are Decent machines good for dark roast espresso?

Is the machine suitable for high-volume locations?

All our machines handle high-volume situations very well. However, DE1XXL offers faster steaming times and better shot-to-shot temperature stability for busy environments.

Please note that our machines cannot pull shots and steam simultaneously. For high-volume settings, we strongly recommend using two or more machines and dedicating one specifically to steaming.

Is the voltage convertible?

No, the voltage cannot be converted as it would require major hardware replacement. Please use a transformer instead.

What size transformer do I need?

Your transformer must be rated for more power than the machine uses. This extra capacity is called headroom and helps prevent overheating.

If you're using a 220V machine in a 110V country (step-up transformer):

  • Choose a transformer rated for at least 1.5× the machine's wattage (50% headroom)
  • Typically 4kW or higher

    • If you're using a 110V machine in a 220V country (step-down transformer):

  • Choose a transformer rated for at least 1.2–1.3× the machine's wattage (20-30% headroom)
  • Typically 3kW or higher

    • Important:

    Do not use a transformer rated exactly at the machine's wattage. Always size up for safety and reliability. Oversizing is safe. Undersizing is not.

    How long does delivery take?

    We ship your order on the next business day (Hong Kong time). Most deliveries arrive within three days worldwide. You can check past shipping times for your country in your cart under "Delivery Times."

    Custom orders (such as different cases or steam wands) may require an additional day or more for processing.

    My machine has a problem. What should I do?

    You can easily fix most issues at home. Please contact our support team so we can help you troubleshoot and send you replacement parts if necessary. If you already own our machines, visit our Diaspora discussion board to find the Diaspora FAQ and the common problems FAQ.

    For D.I.Y. issues that require new parts:

    We ship replacement parts for free if you're located in one of our supported countries. If your warranty has expired, we provide troubleshooting and repair your machine, but you will be responsible for parts, shipping costs, and taxes.

    For issues requiring factory repair:

    You can ship your machine to our Hong Kong factory for repair by our specialists. This service is free if your machine is under warranty and located in one of our supported countries. If your machine is outside these countries or no longer in its original country of sale, you will need to cover shipping and taxes. Out-of-warranty repairs are $600 USD.

    This information is for reference only. Please see our warranty page for complete terms and conditions.

    Do you have support or repair centers in my country?

    Our machines rarely require repairs, so we do not operate local repair centers. All service and maintenance is handled at our Hong Kong factory by our professional team.

    What water should I use for my machine?

    For complete water recommendations and technical details, visit our water guide.

    What are the differences between DE1PRO, DE1XL, and DE1XXL?

    Power:

  • DE1PRO and DE1XL have the same power and can steam a 200ml (8oz) latte within 38-42 seconds, depending on voltage.
  • DE1XXL has higher power and can steam the same amount in 24 seconds.

    • Steam wand:

  • DE1PRO: straight steam wand with limited mobility, 1 hole steam tip
  • DE1XL: curved steam wand with more mobility, 1-hole steam tip
  • DE1XXL: curved steam wand with more mobility, 3-hole steam tip

    • Size:

  • DE1PRO: smaller, 420mm x 232mm x 369mm (16.53" x 9.13" x 14.52") [H/W/L]
  • DE1XL and DE1XXL: larger, 429mm x 232mm x 402mm (16.89" x 9.13" x 15.82") [H/W/L]

    • Countersink:

  • DE1XL and DE1XXL can be countersunk with our kit.
  • Although you can use the countersunk kit with DE1PRO, it does not fit quite as well. It is therefore not recommended.

    • Voltage:

  • DE1PRO and DE1XL are available in 220V and 110V versions.
  • DE1XXL is available in 220V versions only.

    • Back panel:

  • DE1PRO: visible
  • DE1XL and DE1XXL: hidden

    • Which DE1 model should I get?

    Home users usually opt for the DE1PRO version if faster steaming is not a priority. If you need faster steaming (such as in a commercial setting), DE1XXL is recommended for its higher steam power. If you are looking for a sleek appearance, both DE1XL and DE1XXL have covered back panels and could be countersunk. In comparison, DE1PRO has exposed cables at the back.

    How many cups of coffee can you make per hour?

    We have done a series of tests to see how fast we can go.

    Can I add downloaded profiles or export profiles?

    Yes, profiles are saved locally on the device. Go to the file manager app on the tablet, in "internal storage", open "de1plus" folder, then open "profiles".

    All the profiles will be listed and you can copy profiles into and out of the folder.

    Are Decent machines good for dark roast espresso?

    With the right profile, you can make excellent dark roast coffee. The following 5 profiles bring out different characters from the beans. Also, check out our dial-in guide.