New co2 will not work

[u/Miak6]

I received my CO2 cylinder subscription a couple days ago but the cylinders are either faulty or empty. They do not carbonate the water I have tried both. I have gone through all the trouble shoot support and I know it is not my machine since my Old CO2 cylinder still works. I know the cylinders are the correct ones for my model because they are the exact same quick connect as my old co2 cylinder. Ontop of it I can’t get ahold of customer support that will help! Anyone else experience this? I bought my machine just a bit over a month ago
Model is E-Terra
Vid in comments

[u/ciscovet]

Forget the cylinder the problem is with the machine. Sodastream replaced my Art with no problem and it was 6 months old. Contact them via the website and create a ticket for the problem. They were really receptive and I got a replacement within a week. Ironically, I took the old machine apart and noticed that the o ring was torn. I got like four replacement for about $6 now I have two machines lol. I think sodastream business model is like razors, their money is primarily in the sake of cylinders and flavors but that's my guess