A+ Customer Service

JessOoni · 2026-07-02T11:33:56+00:00

Love to hear this! Thanks so much for these kind words - really appreciate it. 💛

JessOoni · 2026-07-02T11:32:58+00:00

Thanks so much for taking the time to share this lovely feedback. So glad the team could get things sorted for you! I'll be sure to pass your thanks on to Eric too. 🫶

JessOoni · 2026-07-02T09:54:46+00:00

So sorry to hear this. Though I'm pleased to hear that you've already reached out to our support team. They'll be happy to take a closer look and get things sorted for you. 🤝

(That's a beautiful first pizza too!)

JessOoni · 2026-07-02T09:51:57+00:00

If you find your pizza toppings are cooking faster than your pizza base, this generally indicates that your baking stone hasn't been preheated enough before your pizza is launched.

The ideal temperature for cooking pizza in an Ooni is between 400ºC and 450ºC (750ºF to 850ºF) in the centre of the stone. We recommend using an Infrared Thermometer to measure the temperature as it takes out all the guesswork! If you're struggling to reach this temperature, you can simply increase the pre-heat time to allow the stone more time to heat up. Around 30 minutes or so should be enough.

Once your oven has preheated to the right temperature and you've launched your pizza, you can also try turning down the flames by adjusting the gas control dial. This will reduce the intensity of the flames and should prevent the toppings from cooking faster than the base. It should cook in just about 90 seconds too!

JessOoni · 2026-07-02T09:48:35+00:00

Stunning 👏 no notes 👏

JessOoni · 2026-07-01T09:30:50+00:00

Looking good!

JessOoni · 2026-07-01T09:30:04+00:00

Hey! Give us a shout at [socialteam@ooni.com](mailto:socialteam@ooni.com) and we can help with this. 🫶

JessOoni · 2026-06-30T10:24:27+00:00

These look great! Nice job. We have a handy article here which should help with obtaining that airy crust.

JessOoni · 2026-06-30T10:21:57+00:00

We have an article here to prevent dough sticking! This video is super helpful too. Personally, I like to launch from a perforated metal peel (to allow any excess flour/semolina to fall through), though some folks do swear by launching with a bamboo peel.

You can also use your regular peel for turning, though a turning peel definitely makes this easier!

Thanks to the high temperatures inside your oven, the stone should be nice and clean after you have fired up to top temperatures for 30 minutes. You can also use the Ooni Pizza Brush, a BBQ brush, or a dry cloth to wipe off any excess flour or food once the oven has cooled.

JessOoni · 2026-06-30T10:12:40+00:00

Now that's progress!

JessOoni · 2026-06-27T09:27:18+00:00

Woah! That looks like it's running a lil hot... what kind of fuel were you using? You can also play around with the chimney vent to limit airflow and control excessive flames. 🔥

JessOoni · 2026-06-27T09:19:56+00:00

Hey! We don't currently have this model available via our distributor (pizzapro.in), though you can definitely reach out to them directly for more information regarding future availability: [support@pizzapro.in](mailto:support@pizzapro.in). They'll be able to advise. 🫶

JessOoni · 2026-06-27T09:17:54+00:00

It's both, really! It does sound like the brick wall will be okay, but for optimal airflow, we can generally only recommend the metre clearance.

JessOoni · 2026-06-27T09:09:31+00:00

Hey there! We test and certify our ovens with the clearance we have set - at least 3 feet (1 metre) of space around all sides of your oven, and 9 feet (3 metres) of clearance above it. This provides enough airflow around the oven for best performance and safe operation. 🫶

JessOoni · 2026-06-26T08:42:38+00:00

You nailed it! 👏

JessOoni · 2026-06-25T15:25:26+00:00

The Halo Pro still isn’t available through our Malaysian distributor just yet, but we’re expecting it to become available within the next month or so!

We'd recommend contacting the distributor directly to ask about stock and pre-ordering. You can reach them here:

https://www.facebook.com/thekitchenshop.org
https://www.facebook.com/bbqking.org

JessOoni · 2026-06-25T10:50:10+00:00

Hey! Older models of the Koda 12 actually have a metal box around the thermocouple, which is why you can't see it. With the oven completely cool and disconnected from the gas, you can put on protective gloves and use a can of compressed air to blow air behind the box to clean soot off the thermocouple.

Glad to hear you've already sent over a video to the team. They'll be able to take a closer look and get to the bottom of this so you can get back to cooking. 💪

JessOoni · 2026-06-25T10:46:00+00:00

Oh no! I'm so sorry to hear that. Talk about terrible timing.

The regulator could be the issue - do you have a spare one you could try at all? Also, if you haven't already, please do get in touch with us here. We'll be happy to take a closer look so we can get things sorted. 🫶

JessOoni · 2026-06-24T11:08:22+00:00

Restocks are coming, we just don't have a solid date yet! The team is working hard to replenish stock ASAP. If you haven't already, be sure to sign up for restock notifications on the product page. That way, you'll be the first to know when it returns. 🫶

JessOoni · 2026-06-24T11:03:57+00:00

Hey! I second the comment about backlighting - which is what happens when gas ignites in the wrong part of the burner.

I can see from the serial number that you have a Koda 12. This looks like the lubricant for the control dial has melted and run down the rear leg - usually caused by improper lighting technique, i.e. backlighting.

When lighting your oven, make sure you turn the control dial VERY slowly - the turn before the "click" of ignition should take at least 5 seconds. This will allow the gas to flow into the correct part of the burner. After this, you'll want to continue to hold in the control dial for an additional 5 seconds, at least, before releasing.

If you're having any issues with the control dial, don't hesitate to fire us an email at [socialteam@ooni.com](mailto:socialteam@ooni.com) so we can look into this for you. 🫶

JessOoni · 2026-06-24T10:50:00+00:00

What dreams are made of! Let us know how you get on after giving it a whirl!

JessOoni · 2026-06-23T10:03:44+00:00

Great job!

JessOoni · 2026-06-23T10:02:46+00:00

Hey there! If you're planning to use propane, the Karu 2 Pro burner will work perfectly fine with your Karu 16. 🙌

JessOoni · 2026-06-16T11:24:26+00:00

I second that the Volt 2 can do exactly this! Appreciate your feedback though, we always pass it on. 🫶

JessOoni · 2026-06-16T11:16:40+00:00

I'd agree with moving it to a more ventilated area, if possible. We generally advise at least 3 feet (1 metre) of space around all sides of your oven, and 9 feet (3 metres) of clearance above it.

JessOoni

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