Customer Support Statement
Last updated 16th September 2026
TWPayz is committed to providing customers with accessible, professional and effective support in connection with its products and services.
TWPayz is the trading name used by Transactworld Limited, an Electronic Money Institution authorised and regulated by the Financial Conduct Authority in the United Kingdom, and Payment Infosys Limited, a Payment Intermediary licensed and regulated by the Financial Services Commission of Mauritius. Each entity remains separately responsible for the products and services it provides and for compliance with the legal and regulatory requirements applicable to its activities.
Customer Support
The relevant TWPayz entity provides support in relation to matters including account access, onboarding and verification, payment and transaction enquiries, technical or operational issues, customer information updates, security concerns, suspected unauthorised activity and other service-related matters.
Customer enquiries are handled by appropriately trained personnel and may be referred for specialist review where required. The relevant TWPayz entity seeks to respond promptly and appropriately, taking into account the nature, complexity and urgency of the matter.
Certain enquiries may require additional information or verification from the customer, internal review, or information or assistance from an acquiring partner, payment partner, financial institution or other service provider. Where applicable legal, regulatory, financial crime, sanctions, security or confidentiality requirements apply, the relevant TWPayz entity may be restricted in the information it is permitted to provide.
TWPayz recognises that some customers may require additional support when accessing or using our services. Customers are encouraged to inform us of any circumstances or communication needs that may affect their ability to access or understand our services. The relevant TWPayz entity will take reasonable steps to understand and accommodate those needs and provide appropriate support.
Contact Us
Customers should contact the TWPayz entity providing the relevant product or service using the applicable contact details below. The relevant entity is identified in the customer’s agreement or other applicable service documentation.
Transactworld Limited – United Kingdom
Email: support@twpayz.com
Telephone: +44 20 3129 9840
Payment Infosys Limited – Mauritius
Email: support_mu@twpayz.com
Telephone: +230 5851 9664
Live Chat
Customers of both Transactworld Limited and Payment Infosys Limited may access Customer Support through the live chat available on the TWPayz website. Enquiries will be handled by or directed to the relevant TWPayz entity, as appropriate.
Where a customer is uncertain which TWPayz entity provides the relevant service, Customer Support will assist in directing the enquiry to the appropriate entity.
Where a matter constitutes a complaint, it will be handled by the relevant TWPayz entity in accordance with the TWPayz Complaints Handling Statement.
Personal data and other information provided in connection with customer support enquiries will be handled by the relevant TWPayz entity in accordance with applicable data protection, privacy and confidentiality requirements and the applicable Privacy Policy.