Find the transaction and check the R-code

1. Navigate to Transactions in the left-hand navigation menu.
2. Click the failed transaction to open the detail page.
3. Open the Batches tab — the R-code is shown in the State column.
4. Click the R-code to open a detailed explanation with suggested next steps.
5. Open the Events tab to see a full timeline of what happened and when, including any dunning steps already applied.

Understand the type of failure

Twikey groups R-codes into three buckets, each requiring a different response:

• Soft failure (can't pay) — the customer cannot pay right now, usually due to insufficient funds. The mandate and account are still valid. Examples: AM04, MS03.
• Hard failure (won't pay) — the customer has actively refused the payment or requested a refund. Retrying automatically will not help. Examples: MD06, MS02, SL01.
• Technical failure (data or mandate issue) — the failure is caused by incorrect or missing data. A retry will fail again until the underlying issue is fixed. Examples: AC01 (wrong IBAN), AC04 (account closed), MD01 (invalid mandate).

For a full list of R-codes and their bucket, see Understanding R-codes and failed transactions. If you need to look up a specific code, click it directly in the transaction details — or browse all codes on the Twikey R-codes page.

Take action based on the failure type

Soft failure — customer can't pay right now

The most common case. The payment can succeed with a short delay or via an alternative method.

• Try again: click Actions and select Try again. The transaction is added to a new batch.
• Send a payment link: click Actions > Send reminder to send the customer a payment link by email or SMS, so they can pay via an alternative method immediately.

Hard failure — customer won't pay

Do not retry automatically. Contact the customer to resolve the dispute or offer an alternative.

• Send a payment link: click Actions > Send reminder to offer an alternative payment method.
• Create a payment link manually: click Actions > Create payment link to generate a link you can share directly (e.g. by phone or WhatsApp).
• If the customer has blocked you, the mandate should be suspended or cancelled. See Cancel and reactivate agreements.

Technical failure — data or mandate issue

Fix the underlying problem before retrying.

• Wrong or outdated account details: update the IBAN on the mandate, then retry.
• Closed or blocked account: the customer needs to sign a new mandate with their current account. Suspend the existing mandate and send a new invitation.
• Invalid mandate: check the mandate details and contact Twikey Support if the data appears correct on your side.
• Duplicate transaction: a transaction with the same reference was already sent. Check your batches before creating a new one.

Once corrected, click Actions > Try again to resend.

Automate failure handling with dunning

If you regularly deal with failed transactions, configure a dunning workflow to handle them automatically. You can define different steps per failure type — retries, payment links, mandate suspension, and formal letters — with configurable delays. To set up or review your workflow, navigate to Settings in the left-hand navigation menu, open your Profile, select the Payments tab, and Navigate to the Failed payments section.

Your standard base configuration

Every Twikey account comes with the following failure management setup as the default starting point. This is already active on your profile unless you have customised it.

See Setting up a failure management scheme for full setup instructions.

Tips

• Check Events before acting — dunning steps may already be scheduled. Acting manually on a transaction that is still in an automated workflow can create duplicate actions.
• Mark as paid if settled outside Twikey — if the customer paid by bank transfer or cash, use Actions > Mark as paid to update the transaction status and close it.
• Register a partial payment — if the customer paid part of the amount, use Actions > Register partial payment to log it. The transaction is marked paid once the full amount is reached.
• Transactions in "Offered" state — no actions are possible until the bank returns feedback. Wait for the feedback before taking any follow-up steps.