NCR Silver Customer Care: Practical, Expert Guidance

NCR Silver is the long-running cloud point-of-sale (POS) platform originally introduced by NCR around 2012 for small and mid-sized businesses. If you are running NCR Silver today—or its successor offerings—knowing exactly how to contact support, what to prepare before you do, and how to escalate issues will save you time and get your terminals back in service faster.

As of 2025, the NCR commerce business operates as NCR Voyix (following the 2023 corporate separation of NCR into NCR Voyix and NCR Atleos). Many NCR Silver customers—especially restaurants—have been transitioned to Aloha Cloud (the modernized, cloud-first path forward). Regardless of the product name shown on your subscription, your support will be routed through NCR’s central customer care channels and product-specific queues.

Who supports NCR Silver today?

NCR Silver customer care is handled by NCR Voyix’s commerce support organization. If your contract or POS screens reference “NCR Silver,” “Silver Pro Restaurant,” or “Aloha Cloud,” you are still covered—your entitlement (support plan level, hours, and response targets) follows your customer number and site IDs rather than the marketing name.

In 2023, NCR separated into two public companies: NCR Voyix (digital commerce, including POS, payments, and restaurants/retail) and NCR Atleos (self-service banking/ATMs). NCR Silver and Aloha products belong to NCR Voyix. That matters because any support channel directing you to banking or ATM pages is the wrong queue—be sure your tickets are opened under the commerce portfolio.

How to reach NCR Silver customer care

The most reliable entry points are the NCR customer portal and product-aware phone routing. Create or use your existing portal login to open incidents, track SLAs, and review knowledge base content. If your subscription is branded Aloha Cloud, your same customer number and site IDs work in the portal.

Primary channels to know:
– NCR Customer Portal: https://customer.ncr.com (ticketing, knowledge base, entitlements)
– Main support line (US/Canada): 1-800-CALL-NCR (1-800-225-5627). Ask for the “Silver” or “Aloha Cloud” queue and have your site ID ready.
Support for payment-impacting outages is typically available 24×7 for customers with an active plan; check your contract or the portal for your exact coverage and response targets.

Corporate details for formal correspondence

Legal and billing notices for commerce solutions are routed through NCR Voyix. While you should always use the portal or phone for incidents, formal correspondence can be addressed to the global headquarters at:

NCR Voyix Corporation, 864 Spring St NW, Atlanta, GA 30308, USA. Company information and product links: https://www.ncrvoyix.com and https://www.ncr.com. For escalations on open tickets, use the escalation function in the portal rather than postal mail to avoid delays.

Prepare this before you call or open a ticket

You can cut resolution time dramatically by collecting precise context up front. The items below are the ones support will ask for in the first 2–3 minutes of any call or case.

• Account context: legal business name, customer number, site ID, and store location (city/state). If you use multiple locations, specify which site is affected.
• Device details: register name, tablet/terminal model, OS version (e.g., iPadOS 17.5), NCR Silver/Aloha Cloud app version/build, payment terminal model/serial (e.g., Ingenico iPP320, Lane/3000) and last 4 of its serial.
• Payments: processor/gateway (e.g., NCR Payments, Worldpay, TSYS), MID/TID if available, exact timestamp of the impacted transaction(s) with time zone, last 4 of the card, and any error codes or response texts displayed.
• Network: ISP, router/firewall brand, whether the POS/printer/terminal are on Ethernet or Wi‑Fi, local IPs (e.g., receipt printer at 192.168.1.50), and whether anything changed in the last 24–72 hours (firmware update, new router, new VLAN).
• Scope and impact: number of registers affected (1 of 3 vs all), whether the back office can sync, and whether the issue is reproducible on demand. Screenshots or photos of errors help.

Common NCR Silver issues and first-response steps

Before you call, run through a short, targeted triage. You’ll either fix the issue outright or gather the exact diagnostics support needs. Timebox each step to 60–90 seconds so you can move quickly and avoid unnecessary downtime.

• Card present declines/timeouts: Confirm internet uptime (run a speed test or ping 8.8.8.8). Power-cycle the payment terminal for 15 seconds, then the tablet/register app. Check date/time on the register—time drift of >2 minutes can break tokenization and certificates.
• Printer offline: Verify the printer’s status light and that it’s cabled to Ethernet or the correct Wi‑Fi SSID. Print a network config page (hold the feed button while powering on, model-dependent) and confirm it shows an IP in your LAN range. If DHCP changed, assign a reservation to avoid future drops.
• Inventory/menu not syncing: In back office, confirm the change was published to the correct site. On the register, run a manual sync and note the timestamp. If it fails, capture the sync error and check if your firewall blocks outbound ports 443 and applicable endpoints documented in the portal.
• App crashes/freeze: Note the exact action (e.g., “tap Pay > Credit”), then log out/in. If iOS/iPadOS, confirm you’re on a supported major version; if you updated the OS within the last 24 hours, reinstall the app from the App Store to refresh entitlements and cached keys.
• Receipt email/SMS not sending: Verify customer contact format, check the store’s SMTP/sender configuration if applicable in back office, and confirm that messages aren’t blocked by a corporate firewall or spam policy.

Service levels, parts replacement, and costs

Your SLA and hardware service method depend on your contract. Typical coverage options include 24×7 phone support for critical incidents, next-business-day advance exchange for peripherals (printers, scanners), and either depot repair or on-site service for POS terminals. Exact response and restoration targets (for example, 4 hours to engage, next-business-day to replace) appear on your order forms in the portal.

Out-of-warranty hardware is supported on a time-and-materials or exchange basis. To speed replacements, keep an updated asset list (model, serial, site) in the portal and maintain current shipping addresses and store hours. When requesting advance exchange, confirm your cutoff time for same-day shipment and capture the RMA number the agent provides.

Escalation and case hygiene

If an issue affects payment acceptance, open the ticket as “service impacting” and state the number of registers down and estimated revenue impact per hour (e.g., “2 of 3 registers down; $600/hr”). This helps NCR prioritize correctly. Keep one issue per ticket to avoid mixed troubleshooting threads and slower resolutions.

Use the portal’s escalation button if a case stalls or misses its response target. Add clear, time-stamped updates (e.g., “2025-08-28 14:05 EDT—three consecutive timeouts; terminal rebooted; logs attached”). If you change anything locally—router swap, firmware upgrade—note it in the case; it often explains sudden behavior changes and shortcuts root-cause analysis.

Migrating from legacy NCR Silver to Aloha Cloud

Many NCR Silver restaurant users have moved to Aloha Cloud for enhanced menu management, integrated online ordering, and modern payments. If you are planning a migration, open a “non-urgent” request in the portal and ask for account management to scope data migration (items, modifiers, taxes, users) and hardware compatibility (e.g., whether your existing printers and cash drawers can be retained).

Plan for a pilot on one register, a cutover window outside peak hours, and a rollback plan. Export your inventory/menu and employees from Silver beforehand, verify tax rules for all sites, and test two full tender flows (dip/tap) plus refund/void in Aloha Cloud before go-live. Keep your old register available for 24–48 hours in case post-cutover reporting or settlement questions arise.

Key references and where to get help fast

For most administrators, the fastest path is: open a portal ticket at https://customer.ncr.com with full device/transaction details, then call 1-800-225-5627 and provide the ticket number to the Silver/Aloha Cloud queue. For formal inquiries or vendor setup, NCR Voyix’s headquarters is at 864 Spring St NW, Atlanta, GA 30308, USA. For strategic roadmap questions (feature availability, migrations), request an account review through the portal so product management can weigh in.

With the right prep and the correct queue, most NCR Silver incidents can be triaged in one call. Keep your versions current, document your network, and use the portal consistently—you’ll shorten mean time to resolution and keep your lanes open when it matters most.

How do I contact NCR support?

Contact NCR Customer Care at 1-877-270-3475 to configure your credit card payment processing. NCR Silver Pro Restaurant uses integrated credit, non-integrated credit, and EMV for payment processing.

How do I contact Silverline?

Call free on 0800 4 70 80 90
We provide friendship, conversation and support 24 hours a day, 7 days a week.

How do I contact the NCR?

National Credit Regulator (NCR)

1. PO Box 209, Halfway House, 1685.
2. 127 15th Road, Randjespark, Midrand, JOHANNESBURG, 1685.
3. 011 554 2600. 086 062 7627.
4. National Government Directory: State owned enterprises and other public entities.

How do I contact NCR Silver?

1-877-270-3475
Customers inside the United States: Please call us at 1-877-270-3475 or email us at [email protected].