VMFS Support

We have your back, before and after the sale.

One place for live system status, lead times, response time commitments, and every support resource we offer. When you operate VMFS machines, you are never guessing where things stand or who to reach.

Contact supportVisit knowledge base
Support hours
Mon to Fri, 9 to 6
Critical response
Within 24 hours
Parts in stock
Ship in 24 to 48 hours

Live system status

Current status of every connected system.

Some systems updating

US Region

Basic Cloud

Inventory tracking, remote pricing, and machine settings control.

Active
AI Cloud

Computer vision stock detection, behavior analytics, and dynamic pricing.

Active
DTC AI ADS

Direct to consumer ad delivery and reporting on AI machine displays.

Updating
Nayax

Card reader and cashless payment processing integration.

Active
Cantaloupe

Cashless payments, telemetry, and transaction reporting.

Active
PAX

PAX payment terminal processing and connectivity.

Active

Status is reviewed and updated by the VMFS operations team. If you are seeing an issue not reflected here, contact support.

Lead times

How long things take, stated plainly.

No vague promises. These are the timeframes we hold ourselves to for orders, builds, and parts.

Ready to stock machines
7 to 21 days

In stock units that are ready to ship out to you with no build wait.

Machine order to ship
4 to 8 weeks

Standard build and fulfillment window for made to order machines.

Custom wrap and branding
4 to 8 weeks

Custom wrapped and branded machines follow the same build timeline.

Replacement parts in stock
24 to 48 hours

In stock replacement parts ship within one to two business days.

Cloud activation
Under 12 hour

Cloud plans are activated and live in less than an hour after setup.

Lead times are estimates from order confirmation. Custom requests and high demand periods may vary, and your account contact will confirm specifics.

Response time commitments

What to expect when you reach out.

Every request type has a clear response window so you always know when to expect us.

Priority Request type Our response
Critical
Machine down or payment processor outage Anything stopping a machine from earning.
Response within 24 hours
Hardware
Hardware and parts requests In stock parts and standard hardware requests.
Fulfilled within 3 business days
Billing
Billing and account questions Invoices, plans, and payment questions.
Live support, Mon to Fri, 9 to 6
General
General and how to questions Setup help, guidance, and product questions.
Live support, Mon to Fri, 9 to 6
Ad network
Ad network and DTC AI ADS Placement, creative, and ad reporting questions.
Live support, Mon to Fri, 9 to 6

Response windows are measured during US business hours, Monday to Friday, 9 to 6. Critical issues are triaged first.

How support works

Four levels of help, from a quick fix to a local technician.

Most issues are solved in the first two steps.

1

Fix it yourself

VMFS machines are built with modular, hot swappable parts, so many fixes take minutes. Start with the knowledge base, setup guides and your machine manual.

2

Remote help from our team

Call, email, open a ticket in your VMFS Cloud portal, or ask for a video call. A technician works through the issue with you, and critical issues get a response within 24 hours.

3

Parts shipped to you

If a part needs replacing, we ship it. Parts covered by your warranty are free, including shipping within the continental US. In stock parts ship in 24 to 48 hours.

4

Local technician if needed

If the repair needs someone on site, we connect you with a technician from our third-party service network near you. Their charges are paid by you and are not covered by the warranty.

Self serve resources

Everything you need, in one place.

Answers, parts, and warranty details are a click away, any time of day.

Guides

Knowledge base

Setup walkthroughs, troubleshooting steps, and how to guides for every VMFS machine and cloud plan.

Open knowledge base → Shop

Parts and accessories

Order replacement parts and accessories. In stock items ship within 24 to 48 hours.

Shop parts and accessories → Coverage

Warranty information

Understand what is covered, for how long, and how to start a warranty claim on your machine.

View warranty details → Contact

Contact our team

Reach the VMFS support team directly for anything not covered by the resources above.

Go to contact page →

Talk to a person

Real support, from a real team.

Our support team is live during US business hours. Reach out by email or phone and a member of the VMFS team will help you directly.

Go to contact pageBrowse knowledge base
Mail us now
info@vmfsusa.com
Best for parts, billing, and how to questions.
Call us
(305) 395-3997
Best for urgent and machine down issues.
Support hours
Mon to Fri, 9 to 6
US business hours. Closed on US public holidays.

Common questions

Support questions, answered.

What does each system status mean?+
Active means the system is fully operational. Updating means we are rolling out changes and brief interruptions are possible. Degraded means the system is up but slower or partially limited. Maintenance means planned downtime. Down means an active outage we are working to resolve.
How fast will you respond if my machine goes down?+
Machine down and payment processor outages are treated as critical. We respond within 24 hours, and these issues are triaged ahead of everything else.
How long do replacement parts take?+
If the part is in stock, it ships within 24 to 48 hours. Parts requests that are not standard stock are fulfilled within 3 business days.
Can you send a technician to my location?+
Most issues are fixed remotely or with a replacement part you can swap yourself. If a repair needs someone on site, we connect you with a technician from our third-party service network in your area. Their charges are paid by you and are not covered by the warranty.
How long until my machine ships?+
Ready to stock machines ship in 7 to 21 days. Made to order machines, including custom wraps and branding, take 4 to 8 weeks from order confirmation.
How quickly is my cloud plan activated?+
Cloud activation takes less than an hour. Once your plan is set up, your dashboard and connected features go live the same day.
When is support available?+
Our support team is live Monday to Friday, 9 to 6 US business hours, for billing, general, how to, and ad network questions. Critical machine down issues are covered under our 24 hour response commitment.
Where do I go for warranty claims?+
Start with the warranty page to confirm coverage and claim steps. If you need help, contact our support team and we will walk you through it.