A2P 10DLC Campaign Vetting Delays: Twilio cannot approve 10DLC Campaigns ourselves, and must rely on third parties who control our connections to carriers to sign off. These external processes are creating several week delays for our customers. We continue to escalate these issues and are working to reduce delays wherever possible. Further details will be shared in the Campaign Vetting Changes article as they become available.

<Pay> Frequently Asked Questions

Twilio’s <Pay> TwiML verb allows users to securely capture and process payments over-the-phone in a PCI compliant manner. This FAQ will cover common questions not covered in our existing Getting Started with <Pay> article.

Does Twilio store payment information collected with <Pay>?

No; Twilio will only collect and transmit the payment information.

How is <Gather> different from <Pay> for collecting payment information?

The <Pay> TwiML verb was purpose-built for securely collecting credit card and ACH payment data to pass to our payment gateway partners for processing. This pathway is certified PCI DSS Level 1 Compliant, so you won’t need to worry about compliance on your side.

On the other hand, the <Gather> TwiML verb can be used to collect any inputs, and was not built with PCI compliance in mind. While you could use <Gather> on a project with PCI mode enabled to prevent Twilio from storing customer inputs, this only forces the Twilio-side of the call into compliance - you would still be responsible being PCI compliant within your system.

What payment methods are supported with <Pay>?

<Pay> currently supports credit cards, debit cards, and ACH payments. These may vary by Connector. Please visit the <Pay> Connector page for more details.

In which countries are <Pay> Connectors supported?

<Pay> Connector processing is supported in all countries that meet both of these requirements:

What currencies does <Pay> support?

<Pay> supports currencies of all countries that meet both of these requirements:

I don’t see any payment gateway tiles on the Console <Pay> Connector page.

Your Twilio project may not have the right permissions to view these options. Please contact our Support Team who can correct this issue.

I don’t see the payment gateway provider that I want to use on the Console <Pay> Connector page.

Twilio is working to expand our list of payment gateway partners. If your preferred partner is not listed, please Request an additional <Pay> Connector.

How do I handle fraudulent charges and other post-transaction issues?

Transaction issues should be raised with your payment provider, since Twilio only collects the data, and then passes it forward.

Where can I find a transaction ID for a processed payment?

The Transaction ID for any charges processed via <Pay> can be found in the Request Inspector for the call in Console.

What kind of charging / tokenization does Twilio support?

<Pay> supports "Auth and Capture" (authorization and capture of funds for a one-time charge), as well as tokenization (for subscriptions, multiple charges, or changing charge amounts).

Payment Gateway provider support for these options may vary. For a full list of partners and their capabilities, please see the <Pay> Connectors page in Console.

How do I add a tip or change the purchase price after a transaction?

“Auth and Capture” payments do not allow users to change the amount post transaction (eg: add tips etc). If you need to change a transaction amount, or authorize a credit card for repeated charges, we suggest you tokenize the credit card, and store it on your system to capture payment funds with your provider at a later date. This same advice applies to ACH payments.

Tokenization fails when chargeAmount is > 0

When tokenizing a credit card or ACH payment, the <Pay> chargeAmount should be 0 to indicate that you are requesting tokenization of the payment. Otherwise, Twilio will attempt to execute a payment.

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