Support FAQ
Before submitting a support ticket, we kindly encourage you to review our FAQ section. The FAQ is carefully curated to address the most common questions and issues, offering clear and comprehensive solutions. Consulting the FAQ may help you resolve your concern promptly without the need for additional assistance, saving you valuable time and allowing our support team to concentrate on more complex matters. We appreciate your cooperation in helping us enhance the efficiency and quality of our support services.
What integration methods are supported by Volume?
Volume currently supports SDK implementation only.
How long does it take to integrate with Volume?
Integrating Volume usually takes no longer than a week and can often be completed in just a few days. However, it is essential to ensure that you are prepared to receive webhooks and that your system is capable of handling callbacks correctly.
How long does it take for the payments to complete?
The timing for payment completion can vary depending on the region. In the UK, banks typically use the Faster Payment Scheme to process payments. As a result, transactions usually settle within a few minutes, though they can take up to a maximum of 2 hours.
How can I request for a new feature or product improvement?
To request a new feature, please submit a feature request (opens in a new tab) or contact your Customer Success Manager.
I'm redirected to the mobile browser instead of banking app
When using JavaScript and a webview to access the Volume component, the bank’s authorization URL may also open within the webview. This often causes issues on Android devices, preventing the banking application from launching properly.
To resolve this, it is essential to redirect users to an external browser—outside the webview environment—when they navigate to the bank’s URL.
To facilitate this, we have introduced a parameter, isWebView: true, which appends the postfix #OPEN_AS_APPLINK to the URL. This enables detection of the webview context, allowing the postfix to be removed and the link to be opened externally.
Why is this payment marked as Awaiting Authorization?
The payment is marked as Awaiting Authorization because the user has not yet authorized the payment through their bank. If this status persists for an extended period, it is likely that the customer has abandoned the process.
Is it possible for customer to cancel the payment after authorization?
No, we utilize account-to-account infrastructure to initiate payments. Once the payment is authorized by the user, the funds are immediately sent to the destination account. The customer does not have the ability to alter the payment status after authorization.
A customer reported that although their payment was deducted, the transaction status still shows as Awaiting Authorization
It is likely that the customer abandoned the process on Volume but completed a manual payment externally through their banking app.
If you're using your own settlement account, please review your inbound transactions to identify any unrecognized payments. Customers often use the same reference when making manual transfers.
If you are using a Volume-provided account, try searching the dashboard to find any payments with "External" label:
If you are still unable to find the payment, please open a ticket with our support team at support@getvolume.com or open a ticket via Support portal.
How long does a bank typically hold a payment before resolution?
Payments held for compliance are typically resolved in the first hour, although it may take up to one business day.
What is the schedule for payouts to Virtual Bank Accounts?
Payouts are not scheduled to be fired automatically, unless configured in the merchant portal -> Balances tab (opens in a new tab):
What is the process for updating my bank account details?
Please open a ticket with our support team at support@getvolume.com or open a ticket via Support portal (opens in a new tab).
How do I create new users in Volume dashboard?
You can create users within merchant portal -> Settings -> Users (opens in a new tab):
