Setup a bank connection

Connecting your own bank account is required for handling direct debit payments.

1. Navigate to Settings menu
2. Select Payment Hub
3. Select Add
4. Click Bank
5. Enter your IBAN and click Start
6. Select your **currency
7. Depending on your bank one or more procuration documents are required
8. Download the required document(s) and have them filled in and signed by the correct persons
9. Upload the completed and signed documents
10. Enter the bank contact person information
11. Click Send documents to the bank

Twikey reviews the documents before sending them to your bank for processing.
The gateway status is changed to "Awaiting Twikey approval".

Activation process

1. Awaiting Twikey approval

Twikey first reviews the submitted documents before forwarding them to your bank.
This allows us to quickly identify any missing or incorrect information and avoids unnecessary delays at the bank.

• If everything is complete and correct, we promptly send the documents to the bank for validation.
• If additional documents or more information is required we will notify you and change the gateway status to “Awaiting merchant”.

2. Awaiting Bank approval

During this phase, we wait for the bank to complete its validation and activation process.
Depending on the bank, this process can take a few days, several weeks, or in some cases even months.
Once the bank provides feedback, Twikey moves the activation to the next step, a bank test.

3. Awaiting Bank test

To ensure the bank has correctly processed your connection, a small transaction of 0,01 euro is initiated to your bank to test and validate the process. It is essential to note that the transaction should intentionally return as failed – this is the anticipated behavior. The purpose of this test is to confirm that the bank gateway is correctly set up and fully operational, ensuring the new bank connection is ready for use.

• The small transaction is first marked as paid, and a few days later it will move to a failed status.
• This behavior is also important to understand once you start processing real transactions:
  In approximately 97% of cases, when using a traditional bank for Direct Debits, the bank initially returns a default paid status after 2–3 banking days.
  The final and actual transaction status is provided a few days later.

4. Active status

Your bank connection is now fully set up and ready to process your payments.
The bank gateway needs to be assigned to a profile if this is not yet the case.

Rejected status

The bank test did not pass.
Twikey will provide instructions on how to resolve the issue.

Disabled status

The bank gateway has been deactivated and is no longer available for processing transactions.
To reactivate, please contact Twikey support for assistance.