Frequently Asked Questions

  • Twyp's departure from the Netherlands
    • Why has Twyp left the Netherlands?
      • Dutch Twyp users have told us they don't need or want a separate app to make payments to friends. This was difficult to hear, but we take all of your feedback seriously. Therefore, we've decided to continue Twyp in Spain and not in the Netherlands. Twyp said goodbye to the Netherlands on 15th December 2016.
    • Will Twyp automatically withdraw everyone's money on 24th November 2016?
      • No. Only if Twyp users haven't withdrawn their money themselves before 24th November, and they've previously entered their account number (IBAN) in Twyp. Is their IBAN missing? In that case, Twyp users can enter it in Twyp and withdraw the money themselves until 15th December 2016. Thereafter all Twyp accounts will be blocked. Twyp users will then have to contact the Twyp Customer Service to withdraw their balance. The Twyp Customer Service team can be reached on 020 591 89 99. Once you give them your IBAN, they'll be able to withdraw your money. The Twyp Customer Support team are available Monday to Friday from 8:00 until 21:00 and Saturday from 9:00 until 17:00. You can also reach them through the contact form on www.twyp.com.
    • Twyp is asking for a security code which I've forgotten
      • For security reasons, Twyp may ask you for your security code if you want to change your personal code in the app. You received this code via email after you joined Twyp. The subject of the email was: "Here you go: your new security code for Twyp!". Have you forgotten this code? Call the Twyp Customer Service on 020 591 89 99. We are available Monday to Friday from 8:00 until 21:00 and Saturday from 9:00 until 17:00. You can also reach us through Contact on www.twyp.com.
    • Can I withdraw my money (before Twyp stops)?
      • Of course you can! Until 24th November 2016 you can easily withdraw your balance yourself:
        • Open the app and tap your profile photo.
        • Choose 'Withdraw' and follow the instructions on your screen.
        The first time you withdraw money, we'll ask you to enter your account details (IBAN). We'll only ask this once. This is because we need an account to transfer your money to. You always confirm each withdrawal with your personal code.
    • What has happened with my money and Dutch Twyp account after 15th December?
      • Your Dutch Twyp account was blocked on 15th December. It’s no longer possible to open the app and see your account now that your account has been blocked.
  • What is Twyp?
    • What is Twyp?
      • Twyp is a free app for your mobile that allows you to pay money to people on your contact list. You only need a mobile number, so no complicated account numbers (IBANs). After you join, you get a personal Twyp account. In Twyp you can:
        • make payments by sending money
        • receive money
        • chat with people on your contact list
        • top up your balance with your card
        • top up your balance with your card
        • top up your balance with iDEAL (only possible if you have downloaded Twyp in the Dutch Apple Store or Google Play Store)
        • withdraw money from your balance to your account (IBAN)
    • Can everyone use Twyp?
      • Yep! Twyp is available for everyone. You can pay instantly and chat with any person on your contact list. It doesn't matter where someone banks.
    • Which countries is Twyp available in?
      • Twyp is currently available for download in Spain. The app will also soon become available in other European countries.
  • Join
    • How can I join Twyp?
        • Download the app in the Apple Store (for iOS) or Google Play Store (for Android).
        • Choose 'Join' and follow the instructions on your screen.
        That's it!
    • What do I need to join?
      • You need:
        • A smartphone with operating system iOS (8 or higher) or Android (4.1 or higher).
        • A Spanish mobile number.
        • A working Internet connection.
    • What information do I need to share with Twyp?
      • We only ask you for the minimum amount of information that's needed. This includes:
        • your mobile number
        • your one-time code (that you receive from Twyp by SMS when you join)
        • your personal code (that you choose yourself)
        • your first and last name
        • your email address

        When you're changing your personal code within the app later on, for security reasons, Twyp may ask you for your security code. You'll receive this code via email after you join Twyp. Using your security code, you can prove that you’re the one making the change, not someone else.

    • Can I invite a friend to join Twyp?
      • Yes, you can!
        • Open the app and tap the + symbol.
        • Select your friend on your contact list (in 'All your contacts').
        • Tap the envelope.
        Your friend will receive an SMS from Twyp inviting him or her to download the app.
  • Security
    • Is Twyp secure?
      • Absolutely! Paying via Twyp is secure:
        • Twyp uses the highly secure payment systems of ING.
        • All your payments are made securely to people on your contact list.
        • What's more, you always confirm a payment with your personal code.
    • Is my card information secure in Twyp?
      • Of course! Twyp stores your card information securely. We protect it and don't share it with anyone. In addition, your card information is not readable stored within the app.
    • What does Twyp do with my personal information?
      • If you give Twyp permission to synchronise your contacts, we'll download the telephone numbers you have stored on your mobile phone. Based on this data, we can tell you which of your contacts also use Twyp. We also use this data to make payments in Twyp for you. We only use your data for these purposes and no other purpose. We don't contact people from your contact list.

        Twyp collects and stores your information according to the rules laid down in the Dutch Code of Conduct for the Processing of Personal Information by Financial Institutions. This information isn't shared with anyone else and all information is stored securely. For Twyp, this means:

        • We only ask you for the minimum amount of information we need to be able to provide the services.
        • We store it in an environment that's completely secure and protected.
        • We don't share it with parties outside ING Bank N.V.
        • We use your email address to inform you about the most important actions which have taken place in your Twyp.
        • We use your email address to inform you about commercial activities by Twyp and ING. You can always unsubscribe from commercial emails.
        Check the Privacy Statement in our Terms and Conditions to find out more.
  • Costs and limits
    • Do I have to pay to use Twyp?
      • Nope! Twyp is free for everyone. Making or receiving payments does not cost you anything. Even if you bank at another bank than ING.
    • Is there a maximum amount that I can pay, receive and withdraw?
        • You can pay a maximum of € 999 per calendar year to people on your contact list.
        • You can also receive a maximum of € 999 per calendar year from them.
        • You can withdraw a maximum of € 999 per calendar year from your balance to your account (IBAN).
        In the app you'll always see your actual limits remaining after each (received) payment or withdrawal. You also receive a notification in the app as soon as your maximum is reached. The maximum limits are based on European E-money regulations.
  • Top up, pay and withdraw money
    • How can I top up my Twyp?
        • Open the app and tap the profile photo or tap your own photo.
        • Choose 'Top up' and follow the instructions on your screen.
        You can top up your Twyp with your credit card. If you have downloaded Twyp from the Dutch Apple Store or Google Play Store, you can also top up with iDEAL. The first time you top up your balance with your card, we'll ask you to fill in your card information. We'll only ask this once. You always confirm each top up with your personal code.
    • What kind of card can I top up my Twyp with?
      • With any VISA card or any MasterCard. Your card must be issued in Spain.
    • How can I make a payment?
        • Open the app and tap the + symbol.
        • Select the person you want to pay from your contact list.
        • Tap the coins symbol and follow the instructions on your screen.
        Paid someone before? You can also tap on the coin symbol in your chat conversations. You always confirm each payment with your personal code.
    • Will I be notified if I receive a payment in my Twyp?
      • Yes! You'll receive a message from Twyp on your smartphone. If you tap the message, you'll see the details of your payment in the app.
    • How can I withdraw money to my account?
        • Open the app and tap the profile photo or tap your own photo.
        • Choose 'Withdraw' and follow the instructions on your screen.
        The first time you withdraw money, we'll ask you to fill in your account details (IBAN). We'll only aks this once. This is because you transfer the money to your account. You always confirm each withdrawal with your personal code.
    • How long will it take before my money is withdrawn to my account?
      • In most cases, you'll receive the money the same or next day. If you make a withdrawal during the weekend, it can take up to several days.
  • What should I do if ...
    • I forgot my code or I want to change it
        • Tap 'Forgot your code?' in the screen where you fill in your personal code. This screen appears after you filled in the amount of a new top up, withdrawal or payment.
        • Follow the instructions on your screen to choose a new code.
        • For security reasons Twyp may ask you for your security code if you want to change your personal code. You'll receive this code via email after you joined Twyp. Using your security code, you can prove that you’re the one making the change, not someone else.
    • My mobile number has changed
        • First withdraw all your balance to your account (IBAN) before you change your mobile number in Twyp.
        • After that, create a new Twyp account by again downloading the app on your (new) smartphone with your new mobile number.
        • Has your number changed, but not your smartphone? Then first delete the app on your phone, and download the app again.
        • Choose 'Join' and follow the instructions on your screen.
    • I want to use Twyp on another mobile phone
        • Download the app in the Apple Store (for iOS) or Google Play Store (for Android).
        • Choose 'Join' and follow the instructions on your screen.
        You'll keep your current Twyp account. Your transactions and balance will move.
    • My mobile phone has been stolen or is lost
      • You have to let us know immediately to prevent misuse! Call us on +31 20 591 89 99. We are available Monday to Friday from 8:00 until 21:00 and Saturday from 9:00 until 17:00. At your request, we will block your Twyp account so that no one can access it.
    • I don't receive messages from Twyp in the app
      • Check if receiving notifications is 'on' in the settings of your mobile phone. If it's 'off', put it on.
    • I received an SMS from Twyp, but I don't use the app myself
      • Good news! A friend wants to transfer money to you, and has therefore asked us to send you an SMS. By following the link in the SMS, you can download the free app. Use Twyp to pay your friends quickly, easily and securely!
    • I received a payment from someone I don't know
      • First check that you really don't know the person. If that's the case, let this person know and send the money back.
    • I sent money to someone by mistake
      • Let this person know. Ask him or her to send the money back to you.
    • I received a chat from someone I don't know
      • First check that you really don't know the person. If that's the case, let this person know or just ignore the message.
    • I want to (un)block my Twyp account
      • Call us on +31 20 591 89 99. We are available Monday to Friday from 8:00 until 21:00 and Saturday from 9:00 until 17:00. At your request, we will (un)block your Twyp account.
    • I want to delete my Twyp account
        • First withdraw all your balance to your account (IBAN).
        • Tap the profile photo or tap your own photo in the app.
        • Choose the settings symbol at the top right of your screen.
        • Choose 'Delete Twyp'.
        • Follow the instructions on your screen and choose 'Delete'.
    • I have a comment about Twyp
      • Send us your feedback via the app:
        • Tap the profile photo or tap your own photo in the app.
        • Choose the settings symbol at the top right of your screen.
        • Choose 'Danos tu opinión' and mail us your feedback.
    • How can I reach Twyp Customer Service?
      • Call us on +31 20 591 89 99. We are available Monday to Friday from 8:00 until 21:00 and Saturday from 9:00 until 17:00.