Contact VMS Support

Why Merchants Choose VMS Support

When you call VMS support, you talk to a real person who knows your account — not a phone tree and not endless hold music. Velocity Merchant Services has supported small businesses since 1998, and our support team works in-house at our office in Downers Grove, Illinois. The same team that programs your equipment is the team that answers when you need help.

• Real people, 24/7. Our office is open Monday–Friday, 8:00 am – 4:30 pm CT. After hours, calls to 888-902-6227 go to our after-hours customer care team with full access to your account.
• One call, one owner. We take ownership of your issue and stay on it until it is solved — no bouncing between departments.
• Equipment that arrives ready. Every terminal and POS system we ship is pre-programmed and plug and play.
• Support for everything we sell. Clover, Dejavoo, EBT and SNAP terminals, online ordering, gift cards, working capital and more.

What VMS Support Can Help You With

Our team handles the day-to-day issues that keep your business open and taking payments:

• Terminal and POS problems — connection issues, error codes, printers, card readers and software updates on Clover and Dejavoo devices. Browse our POS devices to see everything we support.
• Deposits, batches and statements — missing deposits, batch settlement, monthly statements, fees and billing questions.
• Account changes — new bank account, ownership or address changes, and adding locations or devices.
• New equipment setup — installation, go-live and employee training. Many questions are answered in minutes in our step-by-step equipment setup guides.
• EBT and SNAP — retailer application status, FNS numbers and EBT terminal setup. Learn how to accept EBT chip cards.
• Supplies — paper rolls and accessories from our supplies page.

Support That Treats You Like a Partner

Too many processors treat support as a cost center. At Velocity Merchant Services, VMS support is part of the product. We believe in small business, and a business that can’t take payments can’t serve customers or make payroll. That is why our team is measured on solving problems fast — not on getting you off the phone.

The relationship doesn’t end at setup. As your business grows, VMS support helps you add devices, open new locations, launch online ordering and gift cards, and review your statement and pricing. Our merchant care team also reaches out to review your account and make sure your setup still fits the way you run your business today.

How to Get the Fastest Help

Have this information ready when you call or open a case, and we can usually solve the issue on the first contact:

1. Your business name (DBA) and merchant ID (MID), printed on your monthly statement.
2. The device model and any error message on the screen — a photo helps.
3. When the problem started and what changed, such as new internet service, a new router or moved equipment.

For non-urgent requests, open a case above and we will respond within one business day. If anything is stopping you from taking payments, call Technical Support at 888-902-6227 x350 right away.

VMS Support FAQs

Is VMS support really available 24/7?

Yes. Our office is staffed Monday through Friday, 8:00 am to 4:30 pm Central. Outside those hours, calls to 888-902-6227 transfer to our after-hours customer care team, which has access to every merchant account.

My terminal won’t process cards. What should I do first?

Restart the device, confirm it is connected to Wi-Fi or Ethernet, and note any error message on the screen. If it still won’t run a sale, call Technical Support at 888-902-6227 x350 and we will get you back up and running.

How do I check on a missing deposit?

Call Customer Service at 888-902-6227 x300 or email customercare@getvms.com with your merchant ID and the batch date. Clover merchants can also review batches and deposits in the Clover Dashboard.

Who do I call about my EBT application?

Call the VMS EBT team at 888-902-6202. We will check your application status, help with your FNS number, and set up your EBT terminal once you are approved. Program rules are on the USDA’s SNAP retailer page.

How fast does VMS respond to a support case?

Cases submitted through the form on this page are answered within one business day. Anything that stops you from taking payments should be a phone call, so we can work it immediately.

Does VMS support cover Clover devices?

Yes. VMS support covers the full Clover lineup — Clover Mini, Flex, Flex Pocket, Duo, Compact, Go, Kiosk and Kitchen Display — including app setup, menu and inventory changes, employee permissions and reporting.

Can VMS support change the bank account for my deposits?

Yes. Call Customer Service at 888-902-6227 x300. To protect your business, we verify your identity and authorization before any change to where your deposits are sent.

Have another question? Visit our merchant services FAQs for pricing, contracts, equipment and approvals, or the Clover Help Center for device how-tos.