Getting Help
Customer Support
Our support team is available to help with any questions about your account, payments, or the portal.
| Contact method | Details |
|---|---|
| support@twpayz.co.uk — for non-urgent queries. We aim to respond within one business day. | |
| Phone | +44 20 3129 9840 — for urgent matters or where you need immediate assistance. |
Your Account Manager
Your dedicated Account Manager handles account-specific matters including fee queries, account changes, address or contact updates, new product enquiries, and compliance requirements. Their contact details are in your welcome letter.
Security — Urgent Concerns
If you suspect unauthorised access to your account, call us immediately on +44 20 3129 9840. Do not attempt to make changes yourself first — call us straight away so we can secure your account and prevent any further activity.
Common Questions
| Issue | What to do |
|---|---|
| Cannot log in | Check you are using the correct email address. Use the Recover link on the sign in page to reset your password. Ensure you are selecting your business account after signing in — not just stopping at the personal user level. |
| My 2FA code is not working | Make sure your phone's time is set to automatic (network time). Authenticator codes are time-sensitive and will fail if your phone clock is out of sync. If the problem persists, contact support to reset 2FA on your account. |
| Payment not received by recipient | Check the History tab to confirm the payment shows a green tick (completed). Faster Payments typically arrive within minutes. If it shows as complete but the recipient has not received funds after 2 hours on a working day, contact support with the transaction date and amount. |
| I made a payment to the wrong account | Contact support immediately on +44 20 3129 9840. We will attempt to recall the payment. Recall is not guaranteed, particularly once funds have been withdrawn by the recipient, but prompt action improves the chances of recovery. |
| A fee has been charged that I did not expect | Check the Fees section in Settings to confirm your agreed fee rates. Each fee is listed as a separate transaction in your History. If you believe a fee has been applied incorrectly, contact your Account Manager with the transaction date and reference number. |
| A direct debit has been taken incorrectly | You can cancel the mandate immediately via the Direct Debits tab. For disputes about the amount collected, contact the collecting company directly. For fraudulent collections, contact support immediately. |
| A document is not showing in Settings | Documents are uploaded by your Account Manager. If a document is missing, contact support or your Account Manager and request it be made available. |
| I need to update my company details | Most fields in Settings are read-only. Contact your Account Manager with the details you need updated, along with any supporting documentation required for compliance purposes. |