Hi Jessica, I'm sorry you're having trouble with your machine. I think I have some solutions for you. First, watch and follow this video on removing and reinstalling a stubborn brew unit http://www.wholelattelove.com/videos.cfm?playvidID=415 . Second, after you are able to get your brew unit installed, adjust your grind setting to something slightly more coarse and your dosage to a slightly lesser setting (dosage is the amount of espresso used per shot). Your brew unit is most likely "ditching" the grounds that you intend to use because its having trouble compacting and forcing water through them. If this doesn't resolve the issue please let us know.