Customer Support

We realize the better we are at what we do, the more successful you'll be with your tax solution. It's why we're dedicated to being helpful, proactive, and informative.

Looking for help?

Are you a current customer looking for support or training in using your Vertex solutions? Login to the Vertex Community to access our one-stop-shop for customer support. Browse our knowledge articles, course catalog for training, or submit a ticket and get the help you need.

Vertex Tax Outsourcing Services

Giving you the ultimate support experience is super important to us. In fact, we are proud to be the only tax technology provider to earn HDI Support Center Certification, the highest level of recognition for customer experience. Find out what it means to be HDI certified.

Excellence. Efficiency. Service Quality.

Support you can count on at every stage

A support experience built on trust.

We know all about the challenges you face as a tax professional, and we don’t just provide tax software and move on. It's our top priority to understand your pain points and help you address them. Our Support professionals listen to your questions carefully and provide answers in a friendly, professional way.

Our support commitment.

We do our best to route your calls to a live, qualified support analyst during business hours. If call volume is unusually high or you contact us through the Vertex Community, we strive to respond within two business hours. We assign severity levels based on the nature of the issue and its impact on your business.

Issues are often resolved immediately, but if we're unable to do that, we'll continue to work on it and provide you with periodic status updates in line with the severity of your issue. Most issues are resolved on the same day of the initial call.

24/7 support is available.

For an additional fee, front-line support is available to receive your request 24x7. Many companies find this option to be especially helpful during critical times such as system installation, system updates, ERP migrations, and during holidays and peak periods.

Standard Phone Support

Monday – Friday | 8:00am-8:00pm Eastern Time

United States

1-800-281-1900

International

+1-610-640-4210

Europe

Frankfurt: +49 69 50 506 0514
Amsterdam: +31 020 799 7451