Business Help Center

• 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.

• 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.

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.

Report Availability

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

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 on 8/22 for the Reconciliation Report and all settlements that occurred on 8/22 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 AM - 11:59 PM 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:

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 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

• 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 or ACH network.

RTP transactions are virtually instant; whereas, ACH transactions 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.

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.

• 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.

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.

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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)

• 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.