Frequently Asked Questions

Truvera is a secure payment platform that enables companies to manage, track, and execute invoice payments efficiently. It connects your invoice data with payment execution and provides real-time visibility into balances and payment statuses.

• Accept your invitation email.
• Create your account and log in.
• Complete your company profile (if prompted).
• Complete KYB verification if required.
• Review your open invoices or prepaid balance.
• Initiate your first payment.

Yes. Depending on applicable regulations, your company may need to complete Know Your Business (KYB) verification before accessing live payment functionality. This is carried out by our payment Processor as part of their AML/KYC compliance obligations.

A billing document issued by your ERP or system, synced into Truvera for payment tracking.

An invoice that has not yet been fully paid.

An invoice that remains unpaid after its due date.

A request initiated within Truvera to pay one or more invoices or to add prepaid funds.

Funds deposited in advance that can be applied to future invoices.

The total amount of unpaid invoices at any given time.

A unique identifier required in your bank transfer to ensure correct reconciliation.

• Go to Payments → Payment Requests.
• Select one or more open invoices.
• Click Pay Selected Invoices.
• Follow the bank transfer instructions provided.
• Use the exact Reference Code shown — this is required for reconciliation.
• Track your payment status in real time on your dashboard.

• Payment Submitted: You initiate the payment request.
• Processing: The Processor validates the transaction.
• Payment Confirmed: Funds are received and verified.
• Invoice Updated: Invoice status changes to Paid or Partially Paid.
• Receipt Available: You can download proof of payment.

Most transactions are confirmed quickly. Timing depends on the banking rail used, the payment provider's validation process, and settlement schedules. Estimated timeframes are indicative only and are not guaranteed.

Yes. You may deposit funds as a prepaid balance to apply against future invoices. When paying an invoice, Truvera will automatically apply available prepaid funds before requesting additional payment.

Example: You deposit USD 10,000. You later pay invoices totaling USD 6,000. Remaining prepaid balance: USD 4,000.

Payments may remain in Processing for a period due to bank processing times, additional provider validation, or cross-border settlement checks. Most payments are confirmed quickly, but some banking rails may take longer.

If your payment remains in 'Processing' beyond the expected timeframe, contact support with your payment details.

First, check the following:

• Review the payment status in your dashboard (Pending, Processing, Completed).
• Confirm the correct Reference Code was included in your transfer.
• Verify the amount sent matches the payment request exactly.

If the issue persists, contact your Company Administrator or Truvera Support and provide:

• Payment date
• Amount sent
• Reference Code used
• Bank confirmation receipt (if available)

Using an incorrect reference may delay reconciliation. Contact support immediately and provide your bank confirmation receipt so the payment can be manually verified.

The system will apply funds according to the amount received. Any discrepancy will be reflected in the invoice balance (e.g., Partially Paid). Contact support if a correction is needed.

Pending requests can be canceled before processing. Once a payment is confirmed and processed through the provider, it cannot be reversed from within Truvera. Contact your finance team if a correction is required after completion.

Invoices sync from your company's system. If an invoice is missing, it may have:

• Already been paid
• Fallen outside your selected date range
• Still be syncing from your system
• A permission restriction on your account

Try adjusting your filters or refreshing the page. If the invoice is still missing, contact your administrator.

Yes. Truvera implements commercially reasonable administrative, technical, and organizational safeguards to protect the platform and your data. The platform works exclusively with regulated payment providers.

Yes. All payments and invoices are logged and available for audit and reporting within the platform.

Know Your Business (KYB) is a regulatory verification process that confirms the identity and legitimacy of a company before enabling live payment capabilities. It is managed by the Processor in accordance with AML/KYC regulations.

Yes. Truvera cooperates with its Processor in compliance monitoring. AML, KYC, and CTF execution is the direct responsibility of the regulated Processor. Users are required to comply with all applicable laws, ensure funds originate from lawful sources, and provide any documentation requested for compliance purposes.

Yes. Access to Truvera and the ability to initiate any transaction requires prior acceptance of the Truvera Global User Agreement. Additionally, since all payment services are provided by an independent Processor, users must also accept the Processor's Terms and Conditions as a condition of use.

You can review and accept the full Terms & Conditions when prompted within the Truvera application.

Yes. If you have access to multiple companies, you can switch between them from your profile without logging out.

Yes. Company admins can invite users and assign roles with different permission levels.

No. Any currency conversion is performed exclusively by the Processor or its liquidity providers under their own terms. Truvera does not determine, set, or control exchange rates or FX spreads. Exchange rates are dynamic and may differ from publicly available rates.

Users are solely responsible for determining, reporting, and paying all applicable taxes arising from their use of the platform. Truvera does not provide tax, legal, or accounting advice.

If regulatory changes impact the legality or operation of services, Truvera may modify, suspend, or terminate services without liability.

You can contact our support team directly from within the platform or via email: contact@truvera.com