Skip to main content

Frequently Asked Questions

Currencies#

What are the supported currencies? Also, do you take care of conversion on your end?#

By default, we support EUR, GBP, PLN. Please note that Open Banking is a like-for-like processing/settlement scheme. At this time, Volt cannot convert between currencies.

Depending on the bank you may find some which internally would offer an FX flow, automatically converting received funds into the currency of the receiving account. This is normally not the most cost-effective way of transferring between currencies.

Can I use the same account for 2 currencies?#

You will need one settlement account per currency.

If, for example, you want to receive both EUR and PLN then you will need to configure a settlement account for each currency in Volt Fuzebox.

Do you support any of the Nordic currencies?#

We do support SEK, DKK, NOK. Please note that the Nordic countries have particularly tight regulations on high-risk merchants and we need to go through an additional KYC process to determine whether you can be launched in the Nordics.

Can you please confirm whether we can accept NOK#

In such cases, we need to push you through an additional KYC process as the Nordics are super tough on compliance. This will make more banks available to you in the Nordics. Then we have 2 options:

  1. You process EUR which should be supported by several banks (on SEPA rails)
  2. If you have a local NOK account we can use the local NOK "bank-id" network to clear transactions

API Questions#

What should we do in case we didn't receive a response to the payment request?#

if you did not get any response from the initial payment creation API call, you will not have received a payment ID, which means you will not be able to continue with the payment process or perform any status check.

Please try again with a new payment request. If you’re getting repeated failures, please let us know as soon as possible so that we can look into it and help you resolve the issue.

What happens if two requests are sent with the same "uniqueReference" parameter?#

Subsequent requests using the same reference will fail. Each payment request should have a unique reference so that both you and Volt can trace the individual payment through the process.

How many notifications do you send if there is no response from our side?#

We will make incremental retries every minute during the first 5 mins, then every 5 or 10mins for an hour, hourly/daily keep-alive pings. We will queue up all notifications. Additionally, we will send an email to the email address you specify in the application in Volt Fuzebox.

Is it possible to get two callbacks, first "COMPLETED", and then "FAILED"?#

If the transaction is COMPLETED on our side, it means the payment initiation at the bank is completed successfully. However, under PSD2 (the regulations which govern Open Banking) there is no guarantee of payment once instructed. Banks may stop transactions at their discretion. Please, therefore, ensure that you implement reconciliation from your bank account releasing goods or services.

Can you please inform us what "Delayed at bank" means and how long can this take?#

Delayed at the bank means the bank cannot tell us the outcome of the transaction right now for whatever reason. It can end up either approved or denied. Also, as Open banking is quite a new concept, some banks have not yet implemented it in full capacity. If the user abandons the If the user abandoned the transaction, the bank can set the transaction status as "Delayed" on their side for quite some time.

Could you please provide us with the IP addresses which you use for sending notifications to our side? We need to add these IPs to our white list.#

We usually do not share our IP addresses unless absolutely necessary as we use a dynamic pool of addresses that might change at any time. All notifications are signed by us and you should use this as proof that the notification originated from Volt.

Which ID should we use in GET/payments/{id} Is it Volt’s payment ID or our own (merchant) unique reference?#

The Volt payment ID

I need to be able to have one merchant running on the sandbox for testing while the rest of the merchants are in production.#

To do that you just need to use the merchant's sandbox credentials from fuzebox.volt.io. Switch the portal to sandbox mode (bottom left), navigate to "customer" -> select the specific merchant -> Use these credentials to authenticate. Make sure to use the URL https://checkout.sandbox.volt.io for your requests

Transaction issues#

We have a successfully initiated transaction but the funds have not arrived in our bank account.#

If you’re using the Volt Gateway, we don't have access to the destination bank account and therefore can't see when the funds are received.

We would suggest giving it some time, as funds can be held by the sending bank and may take up to 72 hours to arrive in some cases.

If the funds have still not settled after this time, please raise an issue with us so that we can then check with the bank. Talk to us about Volt Connect, our cash management solution where we can monitor the incoming funds and let you know the instant they arrive.

Is it correct that "success" isn't the final status and could be changed in case the bank stops the payment?#

Banks do not notify us in such cases - they have no legal obligation to do so. The only way to know is via your reconciliation from the bank statement (cash management).

For how long is it possible for a payment to be stopped? In other words, how long before the final status is 100% final?#

That depends on the banks and clearing mechanism. Typically, the maximum settlement delay for a SEPA batch payment is 72hours - e.g. payment made on Friday evening, and the next batch clearing being on Monday early morning.

In your experience, how often do banks stop payments? Can users claim fraudulent transactions and use this "gap" to get money back?#

This depends on the bank, your shopper base, and in which country you operate. E.g. Some banks in Germany are prone to fraud attacks, while other countries/bank groups work very smoothly. Generally, chargebacks won't occur with Open Banking once you have the money in your account.

We are also switching to SEPA instant wherever possible, which resolves this issue of having the payment stopped. The EBA has mandated all banks across Europe to migrate to SEPA instant by the end of this year.

For how long do you allow transactions to be Pending?#

Volt has no control over the payment status, so we’re not actually "allowing" a transaction to be in a pending state. We fully understand the resulting inconveniences and focus very strongly on ensuring that transactions move to a final status (completed, failed, or error). We run status checks against bank APIs in regular cycles to inquire about the exact transaction status. However, some banks either update transactions with great delay or not at all. We monitor such banks and escalate this with them, but are confined by the leverage provided by PSD2.

How do we know if some of the transactions with pending status have been successful?#

You will need to reconcile any expected payments against actual received payments on your bank statement. Alternatively please talk to us about Volt Connect, our cash management solution where we manage the reconciliation process for you, letting you know the instant payments are received and settling a single amount to your bank account at the end of each day.

German banks allow customers to cancel transactions up until the SEPA cut off, how long is that?#

That depends on the bank. Some banks have a cut-off every night, others every 3hrs, we are currently testing which banks already support SEPA Instant and are switching that feature on for all supported banks.

There are some “completed” transactions where the transfer was not carried out because of insufficient funds in the account. Why is that?#

This very much depends on the country/bank. In the UK, the initiation confirmation is typically only issued after the funds are blocked.

However, in DE/ AT, every bank has its own methodology. Some banks are on batch/overnight clearing. They check if the technical payment request is OK in real-time, but they only run the balance check at night when they try to execute the payment. At this point, they then determine "insufficient funds", which is why we are trying to migrate as many banks to SEPA Instant to mitigate this risk.

Is it possible to see the reasons for failed status?#

Failed transactions can fall into two categories - 'refused by the bank' or 'error'. Whenever we receive an 'error' status we investigate with our partner network and the banks directly the cause of the error to make sure the transactions are processed correctly. Since this happens outside of the Fuzebox we do not communicate the exact reason for the error. If you have any transactions you'd like to investigate please send them to support@volt.io

Why am I not able to see the sender's details in the transaction?#

We currently do not receive the consumer account details (Name, IBAN, account number) from all banks. We are working with the bank networks to get that data wherever possible.

Account setup#

We need a test account (credentials) to finish a test transaction to check if the integration is working fine. Do you have any kind of a test account or demo bank which we can use to finish a transaction?#

In the sandbox, you can use Woodbank for GBP, and Wood bank, N26, or AIB for EUR test transactions.

Are there any processing limits?#

There are no processing caps on our side. Usually, the natural scheme limits apply, however, we have automatic fallback mechanisms to GBP and EUR SWIFT which have caps of 250 000.

Other schemes' limits include e.g.:

  • SEPA - 100 000 EUR
  • FasterPayments - 250 000 GBP
  • Elixir - 100 000 PLN

Apart from that, the main bottlenecks are usually the individual consumer bank account limits.

Is it possible to block specific banks instead of a whole region?#

No, this is not possible at the moment. At the moment we optimize for the holistic portfolio but will make this configuration available on a per-customer basis in the future.

Is there an option to export/download the transactions#

We are working on adding this option to the Fuzebox in the near future. If you need a manual report please let us know.

How do we change the Checkout styling?#

You can do this by going to Fuzebox -> Customer -> Checkout branding and enable it. We recommend enabling it on the sandbox first and playing with color adjustments etc there before switching it live on production.

Other questions#

What kind of risk exists in using VOLT. Is it possible to have recalls, disputes, or other risks typically associated with card payments?#

Since it is a bank transfer, there are no risks of chargebacks as there are with payment cards. Once the funds hit your account it is all up to you to issue a refund if you require.

The main risk is the bank account gets taken over by the bank due to excessive fraud or banks simply stop clearing transactions for various reasons (same as with SOFORT). We are now switching on SEPA instant wherever the bank supports it. This means transactions will clear within 15 seconds which will greatly reduce non-settlement risk.

If we are going to use "myEUpay" for settlements, will we be able to use their cash management tools?#

Correct! They have notification webhooks.

Would the bank account be receiving the customer transactions or just settlements?#

In the typical model, the merchant would receive the customer payment, however, we are just launching a cash management/PayFac model where the customer pays to us, we reconcile, and do a lump sum settlement at the end of the day. This is currently only available in the UK and for low-risk merchants. We are working on a rollout in EUR and to all risk types.

Can the acceptance rates be higher?#

Open Banking is a very new technology that fundamentally changes how people pay. All players are still adjusting. Many banks are still changing their APIs ad-hoc. We are actively monitoring this on a daily basis and with dedicated resources. Wherever

Are you notified by the bank when funds have been received?#

No, we receive no notification about "money in the bank" on the receiver’s side. Please make sure to monitor your own bank account for incoming payments, and if possible reconcile automatically.

How do you handle Payouts and refunds?#

Volt operates 2 models - technical gateway and cash management. In both models, we pass you back the payer account data as far as it is made available to us by the bank during the payment process. In the technical gateway model, Volt is not in the money flow. Therefore, you need to pay-out manually from your own bank account to the account data which Volt has notified to you. This data is also visible in Fuzebox. On the cash management model, Volt will make refunds and payouts available via API shortly.