Business Help Center

This error is shown when the connection to your bank is currently unavailable. In most cases, these outages are temporary and resolved quickly and trying your transaction again later results in a successful transaction.

If you continue to receive the error, and need to process the transaction quickly, please select another bank or payment method.

For some banks, when customers use 3rd party payment processors such as Trustly, the bank provides additional security measures through the use of a virtual account (VAN) or a tokenized account number (TAN).

By transmitting a VAN or a TAN, the actual account information is kept more secure because the processor never receives it. Only the virtual number is transmitted and used in the transaction.

Use of these numbers is an optional security measure that a financial institution can choose and is not controlled or initiated by Trustly.

Trustly uses the account number when electronically moving money to or from your credit union accounts.

In some cases, your member number may be included in whole or in part, in the account number.

Here's an overview of each number type:

• Member Number: Identifies you as a member of the credit union, not a specific account. It’s like your personal ID with the credit union. This is used to identify you to credit union employees, as the identifier on statements, or on your credit union's website or app.
• Account Number: Identifies a specific account that you have with the credit union (like your checking or savings account). It’s how transactions are linked to the correct account. This is what you provide your employer to set up direct deposit or, as is the case with Trustly, the information used to electronically transfer money to or from your account.

Instant payout withdrawals from your merchant are sent via the Real Time Processing (RTP) network. To determine if your financial institution participates in this network, please visit The Clearing House website. If your bank is not on this list, instant withdrawals are not available.

Note: Both your bank and your merchant must be configured for this type of withdrawal. Your merchant, or Trustly support, can tell you if the merchant is configured for this process.

Event notifications are batched and sent every 5 minutes. In some cases, when the event occurs just before the batch is created, a notification may arrive within seconds of the event instead of minutes. 

Additional information about event notifications can be found on the Trustly Developer's site.

To use Trustly's online banking services, you use your personal bank credentials to log into your bank account and authorize the transactions.

Note: If you have forgotten your bank user name or password, or they don't seem to work, please contact your bank for help.

In some cases, your bank will require multi-factor authentication (MFA or 2FA). If this is the case, the authentication is performed by the bank using the information they have on file.

If you can't get past the log in or the authentication prompts, go to your bank's website to review the information below:

• Verify your user name and password combination by logging into your bank's website
• Review your bank account security question and answer combinations
• Confirm the email address listed on your bank account
• Check the phone number your bank has on file

If you continue to experience issues logging into your account while trying to use Trustly, our support team can review your attempts and tell you which step of the log in process is failing, but they can't update any of the information held by your bank.

To whitelist an IP address, please contact our support team using the Contact us now button below.

Trustly accepts the following payment types:

• Debit Cards* with the Visa or MasterCard symbol
• Wire Transfer

*This includes the use of prepaid Debit Cards.

If you pay Trustly directly (using a payment link sent to you by the support team or using the Consumer Portal), your account will be unblocked within 24 hours. 

If you pay one of our collection agencies, it may take up to 6 business days for the payment to process and all systems to be updated before your account is unblocked.

IMPORTANT: All normal terms and conditions apply to future transactions.

At this time, Trustly's support team is only able to provide support in English. We apologize for any inconvenience this may cause.
Note: Our Help Center search can often respond in various languages and may be of use to you.

If you need to speak to an advisor in a language other than English, we suggest one of the following:

• Use email support where messages can be translated using free online tools.
• Ask a friend or family member who speaks English to help you translate.

• If acted upon immediately, the lower amount transaction will complete successfully.
• If the consumer waits and tries again later, another decline and potentially a new notification may occur. Due to the nature of the dynamic balancing the risk engine performs, the new notification amount may be different or the notification may not appear at all.

The specific text of the error may vary:

• Invalid Financial Institution number or Transit number. Please try again.
• Please check your transit number and try again
• Please check your routing number and try again

This error occurs if the routing number (aka transit number) or financial institution number is either:

• Entered incorrectly on the form
• Not yet entered into our systems

• External
• Authorize
• Pay
• Capture
• Refund
• Reverse
• Deposit
• Reclaim
• Representment
• Tokenization
• Preauthorization
• Guarantee

Warning Messages

Critical Messages

• Implementation Threshold Limits
• Available Bank Balance
• Pending Bank Items
• Insufficient Funds History
• Prior Transaction History

• Sign in to another bank
• Try again later

• Use a secure wi-fi network when making online transactions.
• Use a strong password that contains a mix of unique letters (including both uppercase and lowercase), numbers and characters.
• Update your passwords regularly.
• Use a password manager program to help you manage passwords instead of writing them down.
• Do not share your passwords with anyone.
• Be wary of scams and phishing attempts that often occur via email or text messages that ask you to enter your login credentials or other personal data.
• Protect your devices with passwords and PINs.
• Be aware of your surroundings.
• Dispose of old computers and phones securely.

Trustly works with most banks and financial institutions in the US and more than 12,000 financial institutions globally, with more being added on a regular basis. The most frequently used banks are listed in this article. 

IMPORTANT: Bank availability can vary from merchant to merchant. To determine if your bank is available for use with a merchant, please review the available bank list within your merchant app or website.

US Banks:

• Bank of America
• Capital One Bank
• Chase Bank
• Citibank
• Citizens Bank
• Fifth Third Bank
• Huntington Bank
• Keybank
• M&T Bank
• Navy Federal Bank
• PNC Bank
• Regions Bank
• Santander Bank (US)
• TD Bank
• Truist Bank
• U.S. Bank
• USAA Bank
• Wells Fargo

Canadian Banks:

• Bank of Montreal
• Canadian Imperial Bank of Commerce
• Desjardins Group
• Royal Bank of Canada
• Scotiabank
• Tangerine
• Toronto-Dominion

If your bank isn't listed when using Trustly, there could be a variety of reasons including:

• Merchant implementation package
• Development cycles
• Maintenance windows

In the event your bank isn't listed as option, please contact us to let us know and we'll be happy to reach out to your bank as we are constantly improving our bank coverage and working with our merchants to expand the available options.

Notes:

• Prepaid account and prepaid cards are not eligible for use.
• You must have access to online banking using your personal banking credentials.
• Each merchant who offers Trustly as a payment option offers varying banks at their discretion and implementation level.

1. Open Merchant Portal, and then click User Management.
2. Locate the account that needs to be reset.
   Note: If your list of names is lengthy, press CTRL+F, or CMD+F, to find the name on the page.
3. Click Edit.
4. Enter the required updates, and then click Save.

1. Open Merchant Portal, and then click User Management.
2. Locate the account that needs to be reset.
   Note: If your list of names is lengthy, press CTRL+F, or CMD+F, to find the name on the page.
3. Click Reset Password.

All merchants can request access to their SFTP site during integration. If you do not currently have access to an SFTP site, contact your Merchant Success Manager (MSM).

A zip file including all reports in CSV format is automatically generated daily and available on the SFTP by 11 AM UTC.

Additional information about reports is available on the Trustly Developer's site.

Report Availability

All reports are provided in CSV format and are available at 11 AM UTC Monday-Friday (excluding holidays.)

Note: Funding reports using the EFT rail have an additional Saturday report generated and delivered. Reports are accessible in the merchant portal or from the merchant SFTP (secure file transfer protocol) site.

Additional information about reports is available on the Trustly Developer's site.

Accessing Reports on the Merchant Portal

1. Navigate to the Report tab in Merchant Portal, and then select Reconciliation and Funding Settlement Report.

2. Select a Start Date and an End Date.
   
   Note: The report period cannot be greater than 31 days due to the size of the files generated.
   To retrieve transactions or settlements for a specific day, select the following business day.
   Example: Selecting Start Date: 08/23/2022 and End Date: 08/23/2022 will provide all transactions created between 12 PM on 8/22/2022 and 11:59 AM on 8/23/2022 for the Reconciliation Report and all settlements processed between 12 PM on 8/22/2022 and 11:59 AM on 8/23/2022 for the Funding Report.
   
   
3. Select a Timezone for the report.
   
   The Timezone option affects only the date and time displayed on the report. It does not determine which transactions are included. Transactions are always retrieved for 12 PM - 11:59 AM UTC for the selected day(s), and then, if you’ve selected a specific time zone, the time is converted from UTC to your selected time zone.
   
   

4. Select an Output for the report.
   
   • The Download option will download a zip file to your computer.
   • The SFTP option will generate a zip file on the merchant SFTP.
   
   

The FI Status page, sometimes referred to as FIC Status page, is a tab within Merchant Portal. It shows the status of the top 50 US and top 5 Canadian banks.

You can log in and go to the page directly, or use this link to go directly to the page. If you are not logged in to Merchant Portal, you will be prompted to do when you click the link.

Direct Link: https://paywithmybank.com/merchant-portal/fi_status

Each bank will have one of the following status':

• Good: The financial institution is working as expected
• Degraded: The financial institution is working with reduced performance
• Down: The financial institution is temporarily unavailable

1. Click FI Status in Merchant Portal.
2. Locate the bank by scrolling or searching and review the status and date.

• Non-Sufficient Funds (NSF): An NSF return is when, during the ACH processing period, the customer’s account doesn’t have funds to pay for that transaction. This is the most common return type in both US and Canada.
• Admin Returns: Admin returns are usually related to some issue in connecting to the customer’s account during the ACH processing. This can happen if the customer’s account is closed, or the account information passed to the ACH is incorrect, causing a problem finding the account or finding that it is invalid (as would be the case if it were closed.)
• Stopped: Stopped returns occur the consumer instructs their financial institution to stop the transaction. When this occurs the payment is required to be charged back (or stopped) to the merchant while it is still being processed in the ACH.
• Unauthorized: An unauthorized return happens when a consumer claims they did not authorize the transaction. These occur after the payment has processed, requiring the payment to be charged back (past ACH processing) to the merchant.
• Frozen: Frozen returns occur when a payment is attempted from a frozen account. This may be due to specific actions taken by the consumer’s financial institution, or by legal actions taken and enforced by the bank.

• The Reconciliation Report, also referred to as the P11KREC Report, contains any transactions that were created during the reporting period.

• The RTP Reconciliation Report, also referred to as the P11KRTP Report, is available only to merchants using RTP functionality. This report is a separate reconciliation report that contains only RTP transactions created for the specific time period.

Reconciliation Report:

RTP Reconciliation Report:

The Settlement or Funding report, also referred to as the Settlement Report or P11KFUN Report, contains all funds transferred (credits and debits) with all transactions that are part of a batch sent to the merchant's bank account for the reporting period.

Each P11KFUN report shows transactions that have settled to the merchant bank account on the previous day.
Example: A report for Tuesday, August 23rd will show all transactions that settled in a batch or multiple batches from Monday, August 22nd (12 AM UTC) to Tuesday, August 23rd (11:59 PM UTC).

This report will also show all pending transactions that have not yet settled to the merchant bank account.

The report file name has a set format, which cannot be changed in the system.

For details about the report content, see How do I read the Funding or Settlement report?

North America

• For our North American customers, those whose financial institution is in North America, our Trustly North American support advisors are available to help you 24 hours a day, 7 days a week. You can contact them by chat, text message, email, or phone by requesting a call back by using the Contact us now button below.

EU

• For our EU customers, those whose financial institution is outside North America, your support questions are managed by our Trustly EU Support team. Contact them directly using their email support form for help with your EU questions. You can also visit the Trustly EU Help Center to find answers to frequently asked questions.

• Header
• Transaction Record, or
• Trail

1. Open Merchant Portal, and then click User Management.
2. Click Create New User.
3. Enter the following new user information:
   
   • Role
   • Name
   • Email address (Note: When logging in, this field is NOT case sensitive.)
   • Auth Type should remain the default, Standard
   
   

4. Click Save.

To remove a Merchant Portal User:

1. Open Merchant Portal, and then click User Management.
2. Locate the user that needs to be removed.
   Note: If your list of names is lengthy, press CTRL+F, or CMD+F, to find the name on the page.
3. Click Remove.
   

• Merchant Admin: Responsible for maintaining users, permissions, and all user's operations within the portal. May be called Merchant administrator user.
• Merchant Full: Allowed to do basic operations within the portal. May be called Merchant operations user.
• Merchant Approve Trxns: Allowed only to approve transactions.
• Merchant Refund Trxns: Allowed only to refund transactions.
• Merchant Cancel Trxns: Allowed only to cancel transactions.
• Merchant Read Only: Allowed only to read basic data.
• Merchant User Mgmt: Allowed to manage the merchant's users and their permissions

Trustly currently has 3 phases of collections a consumer may experience if they don't pay off outstanding debt.

Trustly is a digital payment provider that offers a bank-independent payment service that makes it possible for consumers to pay directly from their bank account in a simple, private, and safe manner. We are a tool to execute payments from your online bank to a merchant who provides you with a product or service. Our product is versatile since it enables consumers and merchants to both send and receive funds.

No registration is needed to use Trustly and Trustly uses the highest encryption standard available in addition to the bank’s security system.

• United States Privacy Policy
• Canada Privacy Policy
• EU privacy Policy
• UK Privacy Policy

Processing time varies based on the configuration at the merchant, the bank, or both. This configuration is what determines if your money is sent using the RTP, ACH, or EFT network.

RTP transactions are virtually instant; whereas, transactions sent using ACH, or EFT in Canada, take 2 to 3 days.

If you notice an unexpected delay in your withdrawal or payout, there may be additional reasons for a delay. The most common are:

• Bank Handling Times Banks may have different processing times, particularly across time zones. In general, a bank transfer should not take more than 2 business days, but may take up to 3 days.
• Weekends or Holidays Please keep in mind that weekends and holidays affect processing times.
• Bank Maintenance In general bank site maintenance is done off cycle, but there may be times when bank maintenance interferes with the expected processing time. Check with your bank to see if there were any outages or maintenance performed during the transaction period.
• Transaction Rejection In some cases, your bank has rejected the transaction due to a restriction or limitation on accounts. Check with your bank for transaction limitations or restrictions that may impact your account.
• Outstanding Debt If you have debt resulting from a transaction that was returned to a merchant, you may not be able to perform a payout or withdrawal transaction until that debt has been satisfied.

If you're still missing funds after ruling out standard processing delays, please contact our support team using the Contact us button below.

1. Select your bank, and log in as you normally do.
2. Choose the account from which you wish to pay.
   The account must be a personal checking or savings account as our service does not support business accounts.
3. Confirm your payment with your preferred authentication method.

• A personal bank account that is eligible for bank transfers.
• Your account must have a positive balance, including pending transactions.
• The currency of your bank account must be in the local currency.

Personal checking, savings, and small-to-medium business accounts are eligible for use with the Trustly product. 

Please note the following additional requirements:

• The account must be accessible through the bank's online banking portal with username and password credentials.
• Your account must be eligible for bank transfers.
• Your account must have a positive balance, including pending transactions.
• The currency of your bank account must be in the local currency.
• Trustly does not support student or investment accounts at this time.
• Prepaid account and prepaid cards are not eligible for use.

The Settlement Report, sometimes referred to as the Funding Report, contains all funds transferred (credits and debits) with all transactions that are part of a batch sent to the merchant's bank account for the reporting period.

How to Read the Funding Report

The Funding Report consists of individual rows of data. Each row provides one of four types of data:

• Header
• Funding Record
• Item Record, or
• Trail

Each row contains only one type and begins with a  Record Type Indicator, which conveys the data type. For example, the file header row’s indicator is H while the individual transaction rows have an indicator of I.

Every report begins with the header and ends with the trail.

If an item record is pending (not yet settled), it will appear at the top of the report above the funding records. The pending item records will have an amount of $0, will not have funding trace id, and are included in the report to show status changes that affect future settlements.

Transactions that have settled will appear as item records under a funding record to indicate which batch settlement they were in. There may be multiple funding records per report.

The trail shows how many transactions were part of the report, how many funding records were part of the report, and the total amount settled to the merchant.

‍

For detailed information about the fields and the information contained within the fields, please refer to the Trustly Merchant Settlement & Reconciliation Report guide which can be obtained from your Merchant Success Manager (MSM).

• Name of account holder
• Amount
• Datestamp
• Sending bank account number
• Receiving bank account number
• Reference number (usually 10 digits)

In many cases, the withdrawal process is instant as we use the Real Time Processing (RTP) network to process these transactions whenever possible. When RTP is unavailable, we use the standard Automated Clearing House (ACH) network. ACH transactions take 2 to 3 business days to appear in your account. The method used for your withdrawal depends on the configuration at your merchant, your bank, or both. Please keep in mind that holidays and weekends affect processing times.

If you have additional questions about your withdrawal, review the related articles, or contact our support team using the Contact us button below.

• The account must be accessible through the bank's online banking portal with username and password credentials.
• Your account must be eligible for bank transfers.
• Your account must have a positive balance, including pending transactions.