<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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