Support
How can we help?
Answers to common questions about payments, accounts, and transactions — or reach our support team directly if you need to talk to a person.
Typical reply timeUnder 1 day
Who answersA real person
Security reportsMonitored 24/7
Frequently asked
Common questions
Payments & transfers
How long does a payment take to settle?
Most ACH transactions settle within 1–3 business days, depending on when they're originated and your account's processing schedule. Same-day options may be available for certain transaction types — check your merchant dashboard for specifics.
Is there a limit on how much I can send or receive?
Yes. Every account is assigned an origination limit based on its risk tier, which is set during onboarding and reviewed periodically. If you need a higher limit, contact support and we'll walk through what's needed to request an increase.
Can I schedule a recurring payment?
Recurring and scheduled originations are supported for eligible accounts. Reach out to support to confirm whether your account is set up for it and to get it configured.
Account & verification
How do I update my linked bank account?
You can update your linked bank account from your account settings. Because this is a sensitive change, you'll need to re-verify the new account before it becomes active for origination.
Why do you need my business license and ownership information?
As part of onboarding, we verify every merchant's business license and beneficial ownership — this is a standard requirement for ACH origination and keeps your account in good standing with our sponsoring bank.
How long does onboarding take?
Most accounts complete verification within a few business days, though timing can vary depending on your industry and how quickly requested documentation is provided.
Returns & disputes
Why was my payment returned?
Returns usually happen because of insufficient funds, a closed or invalid account, or the payer disputing the transaction. Your dashboard shows the specific return code — support can help you interpret it if it's unclear.
What happens if my return rate gets too high?
Accounts with elevated return rates move through a review process, which can include lowered origination limits or a temporary hold while we work with you to address the cause. We'll always reach out directly before taking action.
How do I dispute a transaction?
Contact support with the transaction details and the reason for the dispute. We'll open a case and let you know what documentation, if any, is needed.
Security & fraud
Is my payment information secure?
Yes. Account and payment data is encrypted, access is restricted and logged, and all screening runs before funds move — not after.
How do I report suspicious activity?
Contact support immediately using the security channel below. Include the transaction ID or account activity in question — our team responds to security reports as a priority.
Still need help
Reach the support team directly
General support
Questions about your account
For onboarding, payments, and general account questions. Typical response within one business day.
support@verilynq.com
Returns & disputes
Transaction issues
For returns, disputes, or anything transaction-specific. Include your transaction ID for a faster response.
disputes@verilynq.com
Urgent
Security & fraud reports
For suspicious activity or a suspected security issue. Monitored around the clock.
security@verilynq.comThink your account has been compromised? Email security@verilynq.com right away and avoid originating any further transactions until you hear back from our team.