VTM Vending Help Center
Guides, videos, AI answers and live support, in one place
Every official VTM Vending guide: 58 step by step articles across 8 collections, a video library of installs and software walkthroughs, and an AI assistant that answers from these guides at any hour. Everything is written for operators and updated as the machines and software change. Each guide opens in the Help Center, where you can search all articles and start a chat.
Four ways to get help
Search the guides
58 articles with screenshots, from unboxing to reconciling Nayax deposits. Search the Help Center.
Ask VTM Vending AI
Open the chat bubble in the Help Center, or the Ask AI button on this site. It answers instantly from these guides, any hour of the day, and hands you to a person when you ask for one.
Live chat with a technician
Start a chat in the Help Center and ask for a live agent. You will be talking to the VTM support team, not a call center.
Mon to Fri 10am to 10pm EST, Sat 12pm to 10pm ESTPhone and email
Call 1 888-373-8158 ext 2 or email support@vtmvending.com. For hardware issues our team can walk you through the fix live on the phone.
Same hours as live chatBrowse by collection
New machine? Start here
Our Get Started with Your Machine walkthrough takes a new customer through setup one step at a time, with the matching guides and videos built in. Work through it in order, then use the guides below when you need the detail.
- Activate My New Machine: What to Do When Your Machine Isn't Showing in the Portal
- Nayax Onboarding and Account Setup
- Nayax Onboarding Timeline
- How to Connect Your VTM Machine to Wi-Fi
- How to Wall Mount Your VTM
- Machine Setup: Set Products, Pricing and machine inventory
- Video: How to Open Your VTM Vending Machine
- Video: Install Antennas, Coils and Hardware
VTM Academy on YouTube
42 videosFilmed tutorials, installs and software walkthroughs from the VTM Vending team. When a guide has a matching video, watching the install once saves a lot of reading. A few to start with:
Hardware Setup
11 guidesWall mounting for every model, pedestal stands, Wi-Fi and wireless device setup, motor testing, ID scanner and tin lifter installs. Open this collection in the Help Center.
- Slot Management: How to Test the Motors on the VTM Machine
- How to Connect Your VTM Machine to Wi-Fi
- How to Wall Mount Your VTM
- Machine Hardware: ID Scanner Installation
- Machine Hardware: Universal Pedestal Stand Installation
- Tin Lifter Installation Guide
- Wireless Device Install
- Mini Wall: Pedestal Stand Installation
- Slim Wall: Pedestal Stand Installation
- Manage LED lights on Slim Tower 2.0
- Mega Wall: Pedestal Stand Installation
Software Setup
21 guidesProducts, pricing and inventory, aisles, users and permissions, alerts, sales tax, themes and ads, screen remote control, and the admin menu. Open this collection in the Help Center.
- Configure ID Scanner Settings
- Machine Setup: Add Products to your Product List
- Machine Setup: How to charge customer sales tax
- Machine Setup: Advertising Guide
- Machine Setup: Admin Password and Navigation Bar
- Machine Setup: Set Products, Pricing and machine inventory
- Machine Setup: Turn Aisles on or off
- Manage LED lights on Mega Wall 2.0
- Setup low inventory alerts
- Software: Change Password
- How to Use the "Merge Aisles" Feature
- VTM Software Subscriptions FAQ
- Assign Roles & Permissions to a User
- How to Create a New User
- How to Manage Notification & Alert Settings
- How to Use Screen Remote Control
- Navigation Bar
- Admin Vs Android Settings
- How to Crop & Prepare Product Images
- How to Create a Theme & Assign a Machine in the VTM Vending Web Portal
- How to configure the Date & Time on your machine
Nayax Payments
9 guidesOnboarding and its timeline, deposits and reconciliation, refunds, compliance, AMEX, transaction statuses, and what to do when the reader will not prompt for payment. Open this collection in the Help Center.
- Nayax Card Reader: No Payment Prompt When Buying a Product
- How to Tell if Your Nayax Card Reader is Communicating Properly
- Nayax Deposits and Reporting
- How to issue a refund on Nayax
- AMEX cards & Nayax card readers
- Nayax Compliance
- Understanding Transaction Status on VTM Software
- Nayax Onboarding and Account Setup
- Nayax Onboarding Timeline
Troubleshooting
7 guidesRefunds and failed vends, connectivity, jams and coil sizing, door lock alignment, serial numbers, and the data exception error. Open this collection in the Help Center.
Replacing Parts
3 guidesStep by step replacement of motors, sensors, and the Mega Wall 2.0 LED strip. Open this collection in the Help Center.
Mobile App
3 guidesManage machines, products, and your software subscription from the VTM Vending app on iPhone and Android. Open this collection in the Help Center.
Sales and Marketing
1 guideCoupon codes and promotions you can run from the software. Open this collection in the Help Center.
Miscellaneous
3 guidesMachine name and location, Nayax reader volume, and transferring a machine to a new owner. Open this collection in the Help Center.
Common questions
How do I contact VTM Vending support?
Three ways. Chat in the Help Center: the AI assistant answers instantly and you can ask for a live agent Monday through Friday 10am to 10pm EST and Saturday 12pm to 10pm EST. Call 1 888-373-8158 ext 2. Or email support@vtmvending.com.
What is VTM Vending AI?
An assistant trained on these guides. It lives in the Help Center chat and behind the Ask AI button on this site, and it answers setup, software and Nayax questions in seconds at any hour. It is the fastest route for anything a guide already covers. For a hardware fault or an account change, ask it for a person and it will hand you over during support hours.
I just received my machine. Where do I start?
Open the Get Started with Your Machine walkthrough and follow it in order. If your machine is not showing in the portal yet, the activation guide covers it. Activation is a normal step for every new machine.
How do I set up card payments?
VTM Vending machines ship with a Nayax card reader. Complete Nayax Onboarding and Account Setup, then check the Nayax Onboarding Timeline so you know when the reader goes live and when the first deposit arrives.
Are there video tutorials?
Yes. VTM Academy on YouTube has 42 videos covering installs, coils, ID scanners, motor and sensor replacement, Nayax onboarding and the software. The most useful ones are listed above.
Is there a VTM Vending mobile app?
Yes, for iPhone and Android. It lets you monitor machine status, view sales, manage products and stock, and handle your software subscription. The Mobile App guides walk through every tab.
What happens if a product fails to vend?
The machine refunds the customer automatically when the exit sensor does not see a product drop. Refunds and Failed Delivery explains how that works, and Products Not Vending "Right", Coils, Jams, Motors covers the usual cause, which is coil sizing.
Still stuck?
Chat with us in the Help Center, call 1 888-373-8158 ext 2, or email support@vtmvending.com. Real technicians, Monday through Saturday.