Frequently Asked Questions

---

Velocity Processing can be reached by phone at 305-917-7000, by email at support@vproc.com, or through various forms on our website.

Velocity Processing offers 24/7 support by calling 800-725-1243.

Support for Converge can be obtained by calling 877-377-3962. Follow the prompts to reach software sales support.

Support for Authorize Net can be obtained by using the live chat feature from within your gateway, or by calling 877-447-3938.

There are three (3) main causes for a debit from your bank account. First, a debit was initiated to cover the processing fees from the previous month. Second, a chargeback was initiated by a customer or the customer's issuing bank. Third, you have issued a refund and the offsetting sales were less than the refund.

First, make sure that you're not looking for a deposit on a weekend or national holiday. The Federal Reserve only moves money Monday through Friday, excluding holidays. Second, make sure that the funds were not grouped together with a previous deposit. Third, check your Payments Insider account. If you need additional assistance, contact our office and we will provide assistance.

Deposits are posted on the following business day for all clients that are enrolled in the next-day funding option. Clients who opt out of the next-day funding option will receive deposits in two (2) business days. Transactions must be settled before 10:00 PM (Eastern). The card associations and processors may hold funds to verify large transactions or unusual activity. In the event of a review, Velocity Processing will provide assistance to expedite the review and release of any funds on hold. View the Next Day Funding calendar.

Yes. Payments Insider is the main portal to manage your merchant account. There are also various forms on our website and links to gateways and the PCI compliance manager. Everything you need can be found on our Client Portal.

The average time to respond to a chargeback is 20-30 days. Each issuing bank is different. The best way to manage chargebacks is through Payments Insider. All chargeback documents will specify the due date for responding.

Start by unplugging the power cable from the wall (not the credit card machine) and allow a reboot. This will solve most problems. You may need to settle an open batch or confirm that the internet is working. If the problem persists, call Velocity Processing at 305-917-7000 or call 24/7 support at 800-725-1243.

Velocity Processing not does inventory or sell thermal paper. Our recommendation is to order the paper on Amazon. Search for "Thermal King, 2 1/4" x 50' Thermal Paper, 50 Rolls". The cost is approximately $15 for the case.

The card associations require accounts to be fully PCI compliant. The Self Assessment Questionnaire (SAQ) must be updated once per year and scans of the domain are required at different intervals depending upon the type of account. Visit our PCI Compliance portal to learn more and to access your PCI Compliance account.

A value package is a reduced rate for items charged by the card associations that are bundled together. These items include on-file fees, next-day funding fees, and PCI compliance fees.

Annual fees range in price and are determined by business type, industry code, and methodology for accepting payments. The standard annual fee is $99.95. Certain businesses are required to register with the card associations and pay additional annual fees due to increased risk based on MCC codes.