Find answers fast
Find answers fast
Setup guides, troubleshooting and payment questions. Need more help? Talk to our UK team.
Setup guides, troubleshooting and payment questions. Need more help? Talk to our UK team.
Frequently Asked Questions
Frequently Asked Questions
Frequently Asked Questions
Getting started
Getting started
Getting started
How long to set up a terminal?
Plug in, connect to WiFi or 4G, pair to your account—live in under an hour.
Can I test online payments first?
Yes, use sandbox mode to run test checkouts before going live.
What details do I need to open a business account?
Business name, address, bank details and ID verification.
How long to set up a terminal?
Plug in, connect to WiFi or 4G, pair to your account—live in under an hour.
Can I test online payments first?
Yes, use sandbox mode to run test checkouts before going live.
What details do I need to open a business account?
Business name, address, bank details and ID verification.
Taking payments
Taking payments
Taking payments
What cards do terminals accept?
Visa, Mastercard, American Express and others, plus contactless and Apple/Google/Samsung Pay and more.
How do payment links work?
Send a secure link by email or WhatsApp—customer pays direct, you see it in dashboard.
Can customers pay in other currencies?
Yes, 17 currencies show automatically based on their location or card.
What cards do terminals accept?
Visa, Mastercard, American Express and others, plus contactless and Apple/Google/Samsung Pay and more.
How do payment links work?
Send a secure link by email or WhatsApp—customer pays direct, you see it in dashboard.
Can customers pay in other currencies?
Yes, 17 currencies show automatically based on their location or card.
Payouts and fees
Payouts and fees
Payouts and fees
When do payouts arrive?
Next working day from all channels. Reflects instantly in your Business Account.
Where can I see my fees?
Breakdown next to each transaction and in downloadable reports.
How do refunds work?
Process from dashboard—automatic matching and customer notified instantly.
When do payouts arrive?
Next working day from all channels. Reflects instantly in your Business Account.
Where can I see my fees?
Breakdown next to each transaction and in downloadable reports.
How do refunds work?
Process from dashboard—automatic matching and customer notified instantly.
Troubleshooting
Troubleshooting
Troubleshooting
Terminal offline—what now?
Check WiFi/4G signal or restart. Support monitors and pings you if needed.
Payment declined—why?
Common reasons: insufficient funds, expired card. Retry or use link.
Failed payout?
Check account details in dashboard. Contact support for help.
Terminal offline—what now?
Check WiFi/4G signal or restart. Support monitors and pings you if needed.
Payment declined—why?
Common reasons: insufficient funds, expired card. Retry or use link.
Failed payout?
Check account details in dashboard. Contact support for help.
Security
Security
Security
Is it safe for customers?
Payments processed on PCI DSS compliant infrastructure with bank‑level encryption.
What if a chargeback happens?
Dispute directly from dashboard with all details.
Do you store card details?
No—tokenised and handled by compliant processors.
Is it safe for customers?
Payments processed on PCI DSS compliant infrastructure with bank‑level encryption.
What if a chargeback happens?
Dispute directly from dashboard with all details.
Do you store card details?
No—tokenised and handled by compliant processors.
Talk to our
UK team
Why Businesses Choose TWPayz
Why Businesses Choose TWPayz
24/7 phone and email support for setup, issues or questions.
24/7 phone and email support for setup, issues or questions.
24/7 phone and email support for setup, issues or questions.
Support@twpayz.com
Support@twpayz.com
Support@twpayz.com
Phone
+44 20 3129 9840
Phone
+44 20 3129 9840
Phone
+44 20 3129 9840
Support from real people, 24/7
Support from real people, 24/7
UK support, 24/7
UK support, 24/7
Real people help with setup and rollout day or night.
Reports and monitoring
Pay by Bank
Pay by Bank
Guidance on chargebacks plus live service checks.
No chatbots
No chatbots
Direct help from people who get your business.