A customer claims to have paid, but I cannot find the payment.

On extremely rare occasions, it may happen that a TWINT payment has been made successfully (i.e. the customer has been charged and the merchant credited and also paid out), but the payment is not shown in your online shop system or in the portal of your PSP.

In order to be able to respond correctly to such customer enquiries, we recommend consulting the TWINT merchant portal. In the TWINT merchant portal, you will find all of the successful payments for which the customer has been charged and you have also been paid by TWINT AG in accordance with the payment interval you selected. Here, you can use the transaction search (e.g. by searching for a specific date and amount) to check whether the payment was successful or not.

Should you experience this problem at an increasing rate, we recommend the following options:

  • ou can consult the TWINT merchant portal, which contains details of every successful payment under “Statement”. You can then compare this in regular intervals (depending on the payment interval you selected) with the statements from your online shop or your PSP. Tip: if the total amount and the number of successful transactions in both statements match, there is no need to carry out any further checks.
  • If customers contact you with this issue and you are able to verify that it has been caused by this problem, you can either subsequently supply the goods/services or reimburse the customer with the payment via the TWINT merchant portal. Instructions on how to do this are available here. An exception to this rule is when the TWINT account belonging to your customer has been closed in the meantime. In these exceptional circumstances, you would have to contact your customer directly and arrange an alternative method of reimbursing them with their payment (using the same procedure as with a credit card that is no longer valid).

Should you have any further questions on this topic, please do not hesitate to contact our Customer Service team.


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