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, so the digits never reach the agent or the call recording.
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. 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. The digits never reach the agent or the call recording.
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 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 (see pricing)
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:
<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:
{
"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 brands or business entities on separate Trust Payments site references, each voice payment goes to the site reference configured for that brand or entity. 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: serve your UK merchants with Trust Payments and your US merchants with a local acquirer
Serve enterprise customers who mandate a specific PSP (Stripe, Worldpay, Checkout.com, etc.)
Want a backup gateway: if one gateway has an outage, you can move the affected payment types to another connected gateway. There is no automatic failover, and saved cards stay with the gateway that stored them, so repeat payments on stored cards will not run through the second one
Expand to new markets, with each merchant or entity there on its own gateway
You choose which connected provider handles each payment type in Shuttle’s dashboard, per merchant. Your Twilio call flow doesn't change. The <Pay> verb always points to shuttle-pay-connector, and Shuttle sends the payment to the provider you configured.
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 limits your PCI scope:
Layer | PCI handled by |
|---|---|
DTMF capture | 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 reaches your systems: SAQ-A for merchants, SAQ-D for platforms |
Card data flows from Twilio to Shuttle to Trust Payments. Your application only receives redacted data (last four digits, card brand, transaction reference). Merchants complete SAQ-A, the lightest PCI self-assessment; platforms complete SAQ-D. Everyone taking card payments has to be PCI compliant, and your acquirer confirms which form applies to you. 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.
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 many 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 $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account. Trust Payments' standard fees apply on top.
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. Saved cards stay with the gateway that stored them, so repeat payments on stored cards will not move to the new gateway.
Related Reading
Twilio Pay Connectors: How to Connect Any Compatible 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 limited
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 Compatible Payment Gateway to Twilio: all supported gateways, pricing, and setup
Connect Trust Payments to Twilio with Shuttle's Pay Connector: PCI DSS Level 1, $49 per live instance per month, plus from $0.20 per transaction, falling with volume, billed through your Twilio account. Install on Twilio or book a discovery call.