It’s hard to overstate the importance of great customer support.
In Gladly’s Customer Service Expectations research, Gladly reported that 68% of respondents would “pay more for products and services from a company with a strong record of good customer service.” Furthermore, “92% of respondents would “switch to another company after 3 (or fewer) bad experiences.”
But just because support is crucial doesn’t mean it’s easy to operate in the industry. With tech support in particular, it can be difficult to obtain the processing capabilities necessary for running your business. That’s because tech support is considered “high risk” by most payment processors, and generally requires a reliable high risk merchant account provider to get started.
If you’re reading this article, you’re in luck. Motile has solutions for 95.7% of high risk merchants. In fact, we specialize in tech support merchants and can offer a wide swath of payment options – ranging from completely free credit card processing to robust ACH processing services and more. Keep reading to learn about the 4 key steps that will help you land a merchant account for a tech support company sooner rather than later.
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Four Steps to Landing Your Processing Solution
Step 1: Intimately Understand Your Industry
The first step to landing a high risk merchant account for tech support is making sure you’ve got a good handle on the basics of the your industry. So, let’s get started by taking a look at some trends and stats in the section below.
Trends
The world of tech support is a booming one, and it’s also constantly changing.
For instance, Capterra’s article on tech support trends noted in particular the rise of messenger apps. These apps are quickly grabbing up a notable share of customer support requests — so much so that apps have grown to rival traditional social media requests in usage.
There’s also the cloud. More and more, companies are recognizing the value of cloud-based applications and are moving their services in that direction. According to Spiceworks’ State of IT research, one of the top drivers for moving to the cloud was reducing the support burden on IT staff.
Additionally, new tech tools that utilize artificial intelligence, augmented reality, and machine learning will play a dominant role in the upcoming years. A fun example from the world of AR is Porsche’s Tech Live Look, which allows tech support to beam screenshots and instructions to smart glasses worn by service technicians.
Steady growth is on the horizon for the tech industry as a whole. But the real winners in tech support will be the ones who stay on their toes when it comes to recognizing and implementing new disruptive technology.
Tech Support: Industry Breakdown & Statistics
Tech support is often treated as a subcategory of the larger information technology (IT) industry in research reports. Relevant studies would sometimes sprinkle in stats specific to tech support, but they didn’t consistently adhere to that subcategory.
The following section reflects this point, and pairs a number of broader IT stats and ones specific to the tech support industry.
IT Industry Outlook (CompTIA)
- Worldwide IT spending is projected to reach $6.31 trillion in 2026, growing about 13.5% year over year, according to Gartner. Tech support and IT services are a large, growing slice of that spend.
- The U.S. is the biggest tech market in the world, claiming a 31% share.
- Tech support, as a subcategory of IT services, makes up 31% of the overall IT industry.
- As of 2024, the U.S. had roughly 729,500 computer user support specialists (about 882,200 including network support specialists), per the Bureau of Labor Statistics. BLS now projects a slight decline through 2034 as automation absorbs routine tickets, which makes trustworthy, differentiated human support more valuable, not less.
- Citing Gartner, CompTIA states that “about 1 in 3 SMBs report spending more than $100,000 annually, [and] SMBs account for about 44% of IT spending globally.”
IT Consulting – U.S. Market Research Report (IBISWorld)
Key Statistics
- Revenue: $439 billion
- Employment: 2.2 million
- Businesses: 479,536
Projection:
Corporate profit and the number of businesses in this industry are both projected to continue increasing in the years ahead.
Telemarketing & Call Centers – U.S. Market Research Report (IBISWorld)
Key Statistics
- Revenue: $24 billion
- Employment: 488,879
- Businesses: 26,104
Projection:
Corporate profits are projected to increase in the years ahead, but IBISWorld notes three threats to long-term growth:
- continued reliance on offshoring,
- improvements in automation technology, and
- increasing market saturation.
Customer Care Centers – U.S. Market Research Report (IBISWorld)
Key Statistics
- Revenue: $10.5 billion
- Employment: 252,614
- Businesses: 2,736
Projection:
Continued moderate growth is projected, thanks to increased consumer spending, government support, and the ongoing shift toward a service economy.
Competition
As noted above, the tech support industry is highly fragmented, and market share is low and flat. Rather than seeing a small number of giants dominate the market, you’ll find literally thousands and thousands of companies out there competing for their own share (which can be excellent for newcomers).
Many of these companies focus entirely on providing tech support to other businesses (B2B). Below are a few examples of such managed service providers:
- Bask (formerly iTOK)
- GeekBuddy
- HelloTech
- Support.com
Large corporations often spearhead their own internal tech support departments. Below are a few examples of such, and you’ll probably find them a bit more recognizable:
Industry codes
Businesses in the tech support industry use the following North American Industry Classification System (NAICS) codes:
- 541519: Other Computer Related Services
- 541618: Other Management Consulting Services
They also use the following Standard Industrial Classification (SIC) codes:
- 7379: Computer Related Services, Not Elsewhere Classified
- 7389: Business Services, Not Elsewhere Classified
- 8748: Business Consulting Services, Not Elsewhere Classified
Step 2: Familiarize Yourself with Tech Support Laws
U.S. Federal Laws
In the United States, the Federal Trade Commission monitors consumer complaints about the tech support industry. Complaints regarding tech support scams are actually the second most common type of complaint the FTC receives, after debt collection complaints.
Obviously, scamming consumers can land you in hot water with the federal government, yet for some reason this is still a common occurrence in the IT world. It is, without question, a key reason that tech support is considered high risk by banks.
Here is a list of some of the federal regulations that tech support merchants should be aware of:
- Section 5 of the Federal Trade Commission Act — 15 U.S.C. §45
- The Telemarketing and Consumer Fraud and Abuse Prevention Act — 15 U.S.C. § 601
- The Telephone Consumer Protection Act — 47 U.S.C. §227
- The Electronic Funds Transfer Act — 15 U.S.C §1693
- The Electronic Signatures in Global and National Commerce Act — 15 U.S.C. §7001
U.S. State and Local Laws
When it comes to states and local governments, there are likely additional rules that will apply in the realm of consumer privacy, credit, lending, finance, banking, and other areas. Your best bet is to work with an attorney to ensure you’re in compliance with all regulations.
In one notable case, Washington state sued a major tech support company called iYogi for violating its Consumer Protection Act and Computer Spyware Statute. The state won, and iYogi was essentially forced to shut down.
The General Data Protection Regulation (GDPR)
Finally, if you serve customers in the European Union, you are also subject to the General Data Protection Regulation (GDPR), which is now in force. The regulation replaces the 1995 Data Protection Directive and provides consumers with much more power regarding the use and storage of their personal data by companies.
It doesn’t matter where in the world your company is located — if your customers are located in the EU, then you must comply with the GDPR.
Step 3: Know the Challenges Facing Your Business & How to Overcome Them
Challenge #1: Chargebacks
Chargebacks occur when a customer disputes a transaction on their account for whatever reason, and requests a reversal from their issuing bank. It’s a common problem with high risk merchants, including those in the tech support space.
Most payment processors will see a big red flag if your chargeback ratio goes over 1%, and before you know it, your merchant account has been closed. Chargebacks can be a huge hindrance for the growth and stability of your business.
Solutions:
- Keep a careful record of all transactions.
- Always send out email receipts to create a trail.
- Ensure your billing descriptor is clear on customers’ credit card statements.
- Offer refunds, as this is always better than incurring chargebacks.
- Work with a payment processor that offers a chargeback alert program.
Challenge #2: Market saturation
The tech support market is saturated, and new players will be faced with the challenge of differentiating themselves in a very crowded industry, not to mention the challenge of landing a merchant account for tech support.
Solutions:
- Provide top-notch service that leaves customers feeling like you’re going above and beyond.
- Attract people to your brand by making self-help content available online. Why? Because “on average, for every customer who opens a support ticket, four customers will choose self-service options.”
- Expand your expertise to cover the latest technology, like wearables, the Internet of Things, machine learning apps, artificial intelligence, augmented reality, and virtual reality.
Challenge #3: Scammers
Unfortunately, scams are a common problem in the tech support industry. Their pervasiveness tarnishes the reputation of other honest tech support companies, and adds another hurdle to obtaining a merchant account.
Solutions:
- Be as transparent as possible when applying for your tech support merchant account.
- Make sure you have a legitimate, professional website in place.
- Consider providing free online resources about how consumers can recognize and avoid scams. The Better Business Bureau has an excellent resource on tech support fraud is a good starting point.
Challenge #4: Banks won’t work with you
As a high risk merchant, traditional banks and payment processors are unlikely to offer you a merchant account for tech support. It doesn’t matter if you’re the best merchant around; they’ll simply reject your application based on your industry classification. Fortunately, this challenge doesn’t have to be too much of a hurdle.
Solution:
- To get the best merchant account for tech support, you need to work with an agency that specializes in high risk merchants. Agents and ISOs generally have accumulated a reliable network of partners over time, and can connect you with a payment processor that fits the needs of your business.
Step 4: Prove You’re a “Low Risk” High Risk Merchant
Sure, maybe tech support is technically a high risk industry, but as long as you’re running a legal business, there are processing solutions out there for you. You just need to show that you’re a “low risk” high risk merchant.
If you make your business look as legitimate and reliable as possible, you’ll have a much better chance of getting optimal rates and a dependable merchant account.
Here are some tips to that end:
Tip #1: Have all of the required paperwork in order
Not only does having all of your paperwork nicely organized help you come off as a legit business owner, but it will also help you get your account opened faster.
Some documents you should prepare before submitting your application to the underwriter include:
- A voided check & bank letter, with matching routing & account numbers
- A current copy of your driver’s license
- Articles of incorporation
- Company bank statements from the three previous months
- Processing statements from the past three months (if available)
- A list of websites
- Advertising material
- Proof that a URL belongs to you (screenshots are good enough)
- A utility bill
- Your EIN or SS4 paperwork
- If you’re new to the game, 3 months of personal bank statements is acceptable
Tip #2: Be as transparent as possible
Transparency is key when it comes to securing a merchant account for tech support. Payment processors are going to look closely at your history anyway, so you’ll do yourself a favor by being as open and honest as possible.
If you don’t have a payment processing history yet — or if your history is less than ideal — then you can also provide personal information that establishes your creditworthiness.
Tip #3: Focus on quality of service, not cutting costs
The more helpful and professional your tech support team is, the less likely you’ll have to deal with unhappy customers and chargebacks.
U.S. companies might think it’s cheaper to offshore their tech support, but the truth is that it’s often about the same to hire domestic support workers who work remotely as it is to hire offshore. If you’re providing support to U.S. customers, wouldn’t you want to have a U.S. support team to help them out? It’s simply a better customer experience.
Tip #4: Have a clear refund policy
It’s worth establishing a no-questions-asked refund policy for your tech support company, because refunds are a much better option than dealing with excessive chargebacks. Giving a refund can often help you steer clear of a potential chargeback, so offer them liberally.
Place your refund policy in a highly visible spot on your website, include it on ever email receipt, as well as anywhere else you can think of to get the point across. Not only will customers appreciate your effort (and likely dispute fewer charges as a result), but underwriters will also see that you’re committed to providing great service, making your business easier to support.
Tip #5: Join a trade association
Joining an IT trade association will give your tech support company a boost when it comes to reputation and public opinion. It will also provide you with excellent resources, training, and networking opportunities to help you stay ahead of the tech curve and keep in compliance with industry regulations.
Here are a couple associations worth checking out:
CompTIA
The U.S.-based Computing Technology Industry Association (CompTIA) was founded in 1982 as the Association of Better Computer Dealers. CompTIA focuses on empowering companies in the IT industry through education, certification, advocacy, and philanthropy. Membership benefits include networking opportunities, business tools and templates, access to meetings with lawmakers, unlimited access to research, complimentary CompTIA events, discounts on certifications and competitive analysis, and more.
Service Desk Institute
Established in 1988, this U.K. association provides research, benchmarking tools, training, best practices, and a whole lot more for IT service professionals around the world. Their Service Desk Certification program is internationally recognized and provides ongoing surveillance audits to encourage continuous improvement.
Why Tech Support Is High-Risk in 2026 (and Why That Is Not About You)
Legitimate tech-support businesses get treated as high-risk for one reason: the vertical has been overrun by scams, and regulators and card networks have cracked down hard. Understanding that crackdown is the first step to getting approved, because your job is to prove you are not part of it.
- The losses are large and rising. The FBI’s Internet Crime Complaint Center reported $1.46 billion in tech-support fraud losses in 2024, up roughly 87% since 2022, with victims aged 60 and older absorbing most of it (FBI IC3 2024 Annual Report). The FTC separately logged more than $165 million in tech-support scam losses in 2024 (FTC).
- The FTC expanded its rules in 2024. The amended Telemarketing Sales Rule now covers inbound tech-support calls, meaning when a consumer calls a number from a pop-up or ad, opening the door to civil penalties and consumer redress (FTC business guidance).
- Enforcement is real. In 2025 the FTC distributed $25.5 million to consumers harmed by the Restoro and Reimage computer-repair operations (FTC).
- The card networks tightened too. Visa replaced its Global Brand Protection Program with the Visa Integrity Risk Program (VIRP) in 2023, adding scrutiny to card-not-present categories such as outbound telemarketing.
The legitimate US market is substantial (electronic and computer repair services were about $21 billion in 2025), so honest operators are the majority. You just have to prove it on paper.
Prove You’re Legitimate: The Underwriter’s Checklist
Underwriters assume the worst because of the scams above, so approval is about removing every reason to say no. Here is the dossier that separates a real business from a red flag:
- A clear refund and cancellation policy, including proration and cancellation terms for recurring plans, reachable from your footer.
- No deceptive acquisition: no fake virus or error pop-ups, no scare-based scripts, and no implied “Microsoft” or “Apple” affiliation. This is exactly the conduct the FTC targets.
- Transparent pricing shown before purchase, with clear renewal terms and cadence, and no hidden recurring charges.
- Remote access only with explicit, logged consent, disclosing what will be accessed. Consent logs double as chargeback evidence.
- A full policy suite in the footer: terms, privacy policy, refund policy, and card-brand logos. Underwriters check for these.
- Per-transaction service records: work orders, ticket numbers, call and chat logs, and remote-session logs, so any dispute can be rebutted with proof the service was delivered.
- Financial stability: bank balances sufficient to cover potential chargebacks and a clean, non-increasing processing history.
Cost, Reserves, and Visa’s Dispute Threshold (VAMP)
Tech-support pricing is interchange-plus with a risk-based markup, plus monthly, gateway, and PCI fees. Because the vertical draws disputes (buyer’s remorse on intangible services, “service not delivered” claims on subscriptions, and guilt by association with scams), underwriting focuses closely on your reserve and your dispute ratio.
Reserves: most high-risk accounts carry a rolling reserve (a share of each batch held and released after a window, commonly 90 to 180 days) or an upfront, capped reserve. The exact percentage is set case by case by the acquirer based on your ticket size, history, and risk, and typically steps down as you build clean history (reserve mechanics).
Dispute threshold: Visa’s VAMP merchant “excessive” ratio drops from 2.2% to 1.5%, effective April 1, 2026 (US, Canada, EU, and Asia-Pacific), measured as fraud reports plus disputes divided by card-not-present transactions (Merchant Risk Council). Keep disputes well below it with clear billing descriptors, AVS and CVV, 3-D Secure, prevention alerts (Verifi, Ethoca), and documented consent. Domestic approvals typically take 3 to 7 business days with a complete file, longer for offshore.
Legitimate Operator vs Scam Operator: A Self-Audit
Underwriters are screening for the difference below. Read it as a checklist for your own site and scripts.
| Legitimate (approvable) | Red flag (declined) |
|---|---|
| Customer contacts you first, or you market honestly | Fake pop-ups or unsolicited “your computer is infected” outreach |
| Clear company identity and real credentials | Implied Microsoft or Apple affiliation |
| Pricing and renewal terms shown before checkout | Hidden or surprise recurring charges |
| Remote access with logged consent | Remote access without disclosure |
| Documented tickets and session logs | No record of work performed |
| Easy cancellation and honored refunds | Hard-to-cancel plans, refused refunds |
Tech Support Merchant Account FAQs
Why is my legitimate business labeled high-risk when I’ve never had a chargeback?
It is the vertical, not you. Widespread tech-support fraud (over $1.46 billion in 2024 per the FBI) has made processors cautious about the whole category, so even a clean operator must prove legitimacy up front.
What documents do I need to get approved?
Business registration, owner ID, banking details, a live site with visible refund, cancellation, terms, and privacy policies, and three to six months of processing statements if you have them. Service records and consent logs help too.
How much reserve will a processor hold, and for how long?
Most high-risk accounts carry a rolling or capped reserve, commonly released over a 90 to 180 day window. The exact percentage is set case by case and usually steps down as you build clean history.
Can I set up recurring billing for monthly IT or managed-service plans?
Yes. Recurring billing is standard, but clear renewal terms, easy cancellation, and proration reduce the “service not delivered” disputes that recurring plans attract.
Will offering remote support hurt my approval?
Not if you document it. Get explicit, logged consent before any remote session and disclose what you access. Those logs protect both your approval and your chargeback defense.
What chargeback ratio must I stay under, and what changes in April 2026?
Keep disputes well under Visa’s VAMP merchant “excessive” threshold, which tightens from 2.2% to 1.5% effective April 1, 2026. Processors also like to see chargebacks trending flat or down, not rising.
Domestic or offshore, which do I need?
Domestic accounts approve faster (about 3 to 7 business days) and suit most US businesses. Offshore is a fallback for harder profiles and takes longer to place.
What refund and cancellation policy do underwriters expect?
A clear, easy-to-find policy with specific cancellation and proration terms for recurring plans. Vague or hard-to-cancel terms are a common decline reason.
Conclusion
Are you ready to secure your merchant account for tech support? Follow the four steps outlined in this article, and you’ll be able to find a merchant service provider capable of meeting your business needs in no time.
