Diagnosis
You're probably dealing with a vortex problem. With the unique angled design of the Velocity pitcher, if you don't layer ingredients correctly or use too little liquid, the vortex that pulls ingredients down isn't forming properly.
How to Fix It
Follow the "layering" method recommended in the booklet. 1) Add your liquids first. 2) Then add your soft ingredients (yogurt, soft fruit). 3) Add your harder items (ice, frozen fruit, nuts) last, on top. 4) Make sure you have at least the minimum liquid required for the type of blend—smoothies often need more than you think. 5) Start on a low speed (1 or 2) for 5-10 seconds to pull everything down, then increase to your desired speed.
If That Didn't Work
If chunks persist, you might be overfilling the pitcher. Don't go above the MAX line, especially with thick mixtures. For small batches, use the smaller blending cup attachment instead of the large pitcher, as it creates a better vortex for smaller volumes.
Heads Up
The tamper that comes with it isn't for use while the blender is running like on a Vitamix. It's for pushing ingredients down before you start. Never insert anything into the pitcher while it's operating.