Trust Payments doesn't natively connect to Twilio for voice payments. If you want to process Trust Payments transactions during a phone call, whether via IVR, agent-assisted, or an AI voice agent, you need a Twilio Pay Connector that bridges the two platforms.
Shuttle's Pay Connector does exactly this. It connects Trust Payments (and 30+ other gateways) to Twilio's <Pay> verb, so you can accept PCI-compliant card payments during any voice interaction.
This guide walks through how the integration works, how to set it up, and what to watch for.
Why Trust Payments + Twilio Don't Connect Directly
Trust Payments is a UK and European gateway and acquirer with deep MOTO heritage. Many of its merchants, from retail and travel to subscription businesses, have been taking telephone orders for years, traditionally through agents keying card details into the MyST virtual terminal. Its Webservices API handles authorisation, tokenisation, and account checks against your site reference.
Twilio is built for voice and messaging. Its <Pay> verb captures card details during phone calls via DTMF keypad input, with tones suppressed so agents never hear them.
The problem: Twilio's <Pay> needs a Pay Connector to route captured card data to a payment gateway. Trust Payments isn't one of Twilio's built-in connectors, so there's no native path between the two.
This is where Shuttle comes in. As Twilio's official payment partner, Shuttle provides a Pay Connector that accepts card data from Twilio's <Pay> verb and routes it to Trust Payments' Webservices API for processing. One integration connects the two platforms, and it moves you from agent-keyed card entry (which puts agents, screens, and call recordings in PCI scope) to automated DTMF capture that keeps card data away from your people entirely.
How It Works
`` Caller → Twilio (DTMF capture) → Shuttle (Pay Connector) → Trust Payments (processing) → Result ``
Caller reaches payment step. Your Twilio call flow, whether an IVR menu or custom TwiML, triggers the
<Pay>verb.Card details captured via DTMF. The caller enters their card number, expiry, and CVV on the keypad. Tones are suppressed from the agent audio and call recordings.
Shuttle receives card data. The data passes from Twilio's PCI-compliant environment directly to Shuttle's connector. It never touches your servers.
Shuttle charges the card via Trust Payments. The connector submits an authorisation request to the Trust Payments Webservices API against your site reference, processes the transaction, and handles the response.
Result returned to your call flow. Your webhook receives the Trust Payments transaction reference, last four digits, card brand, and transaction status. The call continues.
The entire flow happens in seconds. The caller stays on the line. No redirects, no reading card numbers aloud to an agent.
Step-by-Step Setup
Prerequisites
A Twilio account with voice capability
A Trust Payments account with a site reference and Webservices API credentials (username + password)
A Shuttle account (free to create, you pay per transaction)
Step 1: Install Shuttle's Pay Connector
Go to the Twilio Marketplace and install the Shuttle Pay Connector. This adds Shuttle as an available connector in your Twilio account's Pay configuration.
Step 2: Add Trust Payments Credentials to Shuttle
Log into the Shuttle dashboard. Navigate to Payment Profiles and create a new profile:
Gateway: Trust Payments
Site reference: Your Trust Payments site reference
Webservices username and password: Your API user credentials
Currency: Set your default (GBP, EUR, USD, etc.)
Environment: Live or Test
Save the profile. Shuttle now has a live connection to your Trust Payments account. You can see full gateway details on Shuttle's Trust Payments page.
Step 3: Configure Your Twilio Call Flow
Add the <Pay> verb to your TwiML:
``xml <Response> <Say>Please enter your card number followed by the hash key.</Say> <Pay paymentConnector="shuttle-pay-connector" chargeAmount="49.99" currency="GBP" description="Telephone order payment" action="/payment-complete"> </Pay> </Response> ``
Key parameters:
paymentConnector: set toshuttle-pay-connectorchargeAmount: the amount to chargecurrency: ISO currency codeaction: your webhook endpoint for the payment result
Step 4: Handle the Payment Result
Twilio sends a POST to your action URL with the payment result:
``json { "Result": "success", "PaymentCardNumber": "xxxx-xxxx-xxxx-1234", "PaymentCardType": "visa", "PaymentConfirmationCode": "TP-TRANSACTION-REF-123...", "ProfileId": "your-shuttle-profile-id" } ``
Use the PaymentConfirmationCode to look up the transaction in MyST, Trust Payments' management portal, if needed. Update your order, confirm to the caller, and continue the flow.
Step 5: Test
Use your Trust Payments test site reference and Twilio's test credentials to verify the flow end-to-end before going live. Run a successful payment, a declined payment, and a caller hang-up to check every webhook path.
What You Can Do With Trust Payments + Twilio
Charge Immediately
Standard authorisation and settlement. The caller pays, Trust Payments processes through your merchant account, done.
Replace Agent-Keyed Virtual Terminal Entry
If your team currently keys telephone orders into the MyST virtual terminal, DTMF capture removes agents from the card data path. Callers type their own details, agents stay on the line to help, and your call recordings stay clean.
Tokenise for Future Use
Capture card details once over the phone. Shuttle tokenises the card with Trust Payments and returns a reusable token. Use it for future payments across any channel: web, mobile, voice, or payment links. The card data is never stored in your systems.
Route Across Multiple Site References
If you operate several brands or regions on separate Trust Payments site references, Shuttle can route each voice payment to the correct one. One Twilio integration serves every site reference.
Multi-PSP: Beyond Trust Payments
One of the key advantages of using Shuttle rather than a single-gateway connector is flexibility. Your Twilio integration stays the same even if you:
Add a second gateway: route UK transactions to Trust Payments and US transactions to a local acquirer
**Serve enterprise customers** who mandate a specific PSP (Stripe, Worldpay, Checkout.com, etc.)
Need failover: if one gateway has an outage, automatically route to a backup
Expand to new markets where a different acquirer gives better authorisation rates
You configure routing rules in Shuttle's dashboard, by merchant, region, amount, or failover priority. Your Twilio call flow doesn't change. The <Pay> verb always points to shuttle-pay-connector, and Shuttle handles which gateway processes the transaction.
This is particularly useful for BPOs and outsourced contact centres that serve multiple merchants. Each client can use their own Trust Payments account (or any other gateway) through the same Twilio integration.
PCI Compliance
The Trust Payments + Twilio integration via Shuttle keeps you completely out of PCI scope:
Layer | PCI handled by |
|---|---|
DTMF capture & suppression | Twilio |
Card data processing | Shuttle (PCI DSS Level 1 Service Provider) |
Payment processing | Trust Payments (PCI DSS compliant gateway & acquirer) |
Your systems | No card data: SAQ-A |
Card data flows from Twilio to Shuttle to Trust Payments. Your application only receives redacted data (last four digits, card brand, transaction reference). You qualify for SAQ-A, the lightest PCI self-assessment. That's a significant step down from MOTO flows where agents hear or key card numbers.
For the full picture on PCI compliance with Twilio, see Twilio PCI Compliance: Payments Without Handling Card Data.
FAQ
Can I connect Trust Payments to Twilio without Shuttle? Twilio doesn't have a built-in Trust Payments Pay Connector. You'd need to build a custom connector using Twilio's Generic Pay Connector framework, which means handling PCI compliance for card data processing yourself. Shuttle provides a pre-built, PCI-certified connector that handles this.
I'm still on SecureTrading. Does this work? Yes. Trust Payments is the company formerly known as SecureTrading (rebranded in 2019), and the gateway behind your existing site reference is the same platform. Your current site reference and Webservices credentials are what you add to Shuttle.
Can agents still take payments through the virtual terminal? They can, but every agent-keyed payment keeps your agents, desktops, and recordings in PCI scope. DTMF capture through Twilio lets the caller enter their own card details while the agent stays on the line, which is why most teams phase virtual terminal entry out for phone payments.
What about Trust Payments' test environment? Fully supported. Use your test site reference in Shuttle and test the full flow with Twilio before going live.
What does it cost? Shuttle charges $0.20 per successful transaction. Trust Payments' standard fees apply on top. No Shuttle setup fees or monthly minimums.
Can I switch from Trust Payments to another gateway later? Yes. Change the gateway in your Shuttle payment profile. Your Twilio call flow stays exactly the same, with no code changes needed.
Related Reading
Twilio Pay Connectors: How to Connect Any Payment Gateway: the complete guide to Twilio Pay Connectors and multi-PSP routing
Twilio PCI Compliance: Payments Without Handling Card Data: how to keep your PCI scope at SAQ-A
How to Connect Stripe to Twilio for Voice Payments: step-by-step Stripe + Twilio setup
How to Connect Opayo to Twilio for Voice Payments: setup guide for the other UK MOTO-heritage gateway
Payment Collection for BPOs: multi-client payment collection for outsourced contact centres
Twilio Pay: Connect Any Payment Gateway to Twilio: all supported gateways, pricing, and setup
*Connect Trust Payments to Twilio in minutes with Shuttle's Pay Connector: PCI DSS Level 1, $0.20/transaction, no setup fees. Install on Twilio or book a discovery call.*