DIAGNOSIS A capsule is severely jammed in the brewing chamber, or the locking mechanism has failed.
FIX Unplug the machine. Apply firm, steady upward pressure on the lever. Do not jerk it. If it moves slightly, hold it open for 30 seconds. If it releases, remove capsule debris. If completely stuck, tap the side of the machine head firmly with the heel of your hand while applying upward lever pressure. The vibration can dislodge the jam.
IF THAT DIDN'T WORK The internal locking pin may be misaligned. You must manually retract it. Locate the small manual release hole often found on the right side of the machine head. Insert a thin, stiff wire (like a straightened paperclip) to push the internal latch while lifting the lever.
HEADS UP Forcing the lever can break the plastic housing. If release does not work, cease and contact support. This is a known design flaw.