If you pay your subscription by SEPA direct debit, the charge is not instant like a card payment. It takes up to 6 working days to complete. We explain how the process works, what you will see in your account during that time, and what to do if something goes wrong.
What is SEPA direct debit?
SEPA direct debit (Single Euro Payments Area) is a payment method that allows charges to be made directly from your euro bank account. It is available for bank accounts in the 36 SEPA countries, which includes all EU member states plus others such as Norway, Switzerland, and the United Kingdom.
When you choose this payment method, you enter your IBAN and authorise the charge. That authorisation is saved and used for all future charges on your subscription.
ℹ️ Keep in mind: SEPA direct debit only works with euro-denominated accounts. If your bank account operates in a different currency, you will need to use an alternative payment method such as a credit or debit card.
How much does the Core Plan cost?
The price of the Core Plan depends on the number of active employees in your account.
The plan includes up to 5 employees for €140 per year.
From there, €40 per year is added for each additional group of 5 employees.
For example:
1–5 employees → €140 / year
6–10 employees → €180 / year
11–15 employees → €220 / year
⚠️ Important: your subscription must cover at least all the active employees currently registered in your account.
How long does payment processing take?
SEPA payments take up to 6 working days to complete. This means Monday to Friday, not counting weekends or bank holidays.
For example, a payment initiated on a Monday could be resolved the following Tuesday. If initiated on a Friday, the processing window doesn't really start until Monday, so it could take until the following Monday or beyond.
This timeframe is set by the European banking network and applies to all SEPA payments — it is not specific to Twind.
What will you see in your account during the process?
While the payment is being processed, it is normal to see the following:
The payment will appear as "processing" for the 6 working days.
Your subscription status may temporarily show as "expired". Don't worry — this is part of the normal process and does not mean there is a problem.
Once the payment is confirmed, your subscription will automatically switch to "active" status.
What happens if the payment fails?
If the bank cannot process the charge (for example, due to insufficient funds or a closed account), we will send you a notification to update your payment method or try again with a different account. In the meantime, your subscription will be placed in "payment pending" status.
⚠️ Important: if you have revoked the direct debit authorisation directly with your bank, future payments will fail without warning. In that case, you will need to set up a new payment method from your account.
It has been more than 6 working days and my payment is still "processing"
Before worrying, check the following:
Count only working days (Monday to Friday). Weekends and bank holidays do not count.
If the payment was initiated on a Friday afternoon, the processing window starts from the following Monday.
In exceptional cases, the banking network can cause small additional delays. If after 8 working days your payment is still unresolved, contact our support team and we will investigate for you.
Can I cancel a SEPA payment once it has been initiated?
It is not possible to cancel a payment in progress from Twind. If you need to stop a charge, you can contact your bank directly, although cancellation will depend on your bank's policies and is not always possible once a payment is underway.
What is the difference between a failure and a dispute?
These are two different situations. A failure occurs when the bank cannot complete the charge (insufficient funds, closed account, etc.) and is detected during processing. A dispute occurs when you contact your bank to request a refund for a payment that was already successfully completed. If you need a refund, we recommend contacting our support team first to handle it directly.
Need help?
If you have any questions, we're here for you:
🟩 WhatsApp: +34 664 281 487
❓ Chat in Twind: click the question mark icon in the bottom-right corner of your screen. A chat window will open and you can talk to us directly.