Our online Contact Support form will be temporarily unavailable due to scheduled maintenance on Sunday, December 3, between 1 am and 5 am Eastern. If you require assistance during this time, please contact us directly via email at us.support@trustly.com. Our Support team will be happy to assist you as quickly as possible. We apologize for any inconvenience this disruption may cause for you.

Business Help Center

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Results for “What

Preventing Fraud
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Trustly is committed to helping you have a secure transaction experience while using our payment platform. The tips below are provided to help deter account takeovers or compromised bank credentials.
  • 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.
Bank Availability
financial institution, connection
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We're thrilled you're interested in using Trustly as your payment platform!

Trustly supports most banks and financial institutions in the U.S. and more than 12,000 financial institutions globally, with more being added on a regular basis.

If your bank isn't listed, there could be a variety of reasons including:
  • Merchant implementation package
  • Development cycles
  • Maintenance windows

In the event your bank isn't listed, 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: 
  • You must have access to online banking using your personal banking credentials.
  • Each merchant who offers Trusty as a payment option offers varying banks at their discretion and implementation level.
About Trustly's Fees
fees, nsf, ach, non sufficient funds
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Trustly charges a fee when we are unable to collect a payment. Though you may see the money in your betting wallet immediately, it takes 3-5 business days to withdraw from your bank account. To avoid incurring a non-sufficient fund (NSF) fee, make sure you have enough money in your bank account until you see the transaction on your bank statement. 
Data Deletion Requests
delete manage remove
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Trustly is committed to the privacy and security of your information. To maintain accurate records and ensure the safety of your data, we ask that you submit this as a secure request through our Consumer Portal.

Using the portal ensures that only you can request deletion or other changes to your data as the portal requires that you sign in using the same bank credentials you used for transactions completed on the Trustly platform. Once you’ve authenticated with your bank, you can view the details of any transaction in our system and request your data be deleted by going to the Profile & Accounts screen.

Please note: Data deletion is not immediate and there are legal obligations we are subject to that require the storage of data for a certain amount of time. For example, certain rules and regulations enacted to fight money laundering require that we store some data for at least five years after a payment transaction is made using Trustly’s services. To read more about why and how we store personal data, our privacy and data retention policies are available on our website at https://us.trustly.com/privacy-policy

If you have any more questions about your data deletion, please contact the privacy team at amer-privacy@trustly.com.
Providing Access ID to Support
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For the security of our customers and the data we house, when contacting support for help, you will be asked to provide your Access ID number from Merchant Portal.

To speed up the process, you can include that in your initial request.
Blocking Access to Trustly
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We're sorry to see you go, but recognize that there are personal or financial reasons you may want to block access to all Trustly services. If you've found yourself in a place where you need Trustly products blocked, please contact our support team using the Contact us now option below.

Note: This will affect any and all merchants using the Trustly platform for products, services, and account to account transfers to and from any and all bank accounts you may have.
Error: This payent was unsuccessful....
paying failed
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This error may be caused by a variety of reasons.

Please check all of the following:
  • Ensure that the card you are using is a debit card with the Visa or MasterCard symbol.
  • Verify that the card is current with an expiration date in the future.
  • Check the CVV code on the back of the card.
  • Confirm the amount is within your bank's accepted debit limits.
    Note: You may have a transaction limit, a daily limit, or both.
  • Ensure you have funds are available in your account, accounting for possible pending items.


To resolve the error, check all of the above, correct any data entry errors you may find, and then try the transaction again. If you still receive the error, please contact your financial institution for further details.
Payment Plans
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Trustly doesn’t offer formal payment plans at this time. If you have an outstanding debt you wish to pay, please contact us after obtaining the funds and we will help process a full payment for you.

If your debt is sent to an outside collection agency, you may have additional payment options available to you.

Once the debt is resolved, you’ll be able to transact again. Note: Standard terms and conditions still apply.
Revoke Authorization Requests
cancel sharing information data revoke
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Yes. We are committed to keeping your information secure and private. If you wish to stop sharing your data with Trustly or any of the merchants you've previously transacted with, please contact our support team and submit an email request using the Contact button below. We will need a written request to properly review and authenticate your revocation.

Please note that revoking your consent to share data with Trustly may also impact your ability to make payments at Trustly merchants.
Communication From InDebted
received email from indebted, got an email from indebted
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Yes, InDebted is a company Trustly uses to resolve outstanding debts. If you have received a communication from InDebted on our behalf, there was likely a transaction that didn’t clear your bank properly. To resolve the debt, please reach out to InDebted per the communication you received, or use the information below.

US Consumers
Consumer Relations Email: customersupport-us@indebted.co
Consumer Relations Hotline: 888-306-3160
https://www.indebted.co/en-US/contact

Canada Consumers
Consumer Relations Email: customersupport-ca@indebted.co
Consumer Relations Hotline: 844-233-7240
ttps://www.indebted.co/en-CA/contact
Editing Merchant Portal User
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To edit an existing Merchant Portal account, do the following:
  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.
Resetting Merchant Portal User Password
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To reset the password for a Merchant Portal account, do the following:
  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.

An email is sent to the address on file or the account. Follow the instructions in the email.
Merchant Report Availability on SFTP
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All merchants can request access to their SFTP site during integration. If you do not currently have access to an SFTP site, contact your CSM.

A zip file including all reports in CSV format is automatically generated daily and available on the SFTP by 11 AM UTC.
About Downloading Reports from Merchant Portal
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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.

Accessing Reports on the Merchant Portal

  1. Navigate to the Report tab in Merchant Portal, and then select Reconciliation and Funding Settlement Report.
Report Tab
  1. 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.
  2. 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.
Examples:
Timezone: default (UTC) 
 
The transactions are shown in UTC time.
 
UTC
 
UTC Report
 
Timezone: US/Eastern
 
This is the same report showing the same transactions, but the time has been converted to US/Eastern.
 
EST

EST Report
  1. 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.
FI Status Page
FIC connector
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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

To determine a bank's status,

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

To save a specific bank to the top of the list, click the pin at the right to save it to the top of your list.
Making a Payment
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If you have an outstanding debt, contact us by selecting the contact button below. Our Trustly Support advisors are available to help you 24 hours a day, 7 days a week.
Credit Score Impact
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No. The Trustly Report and data exchange with your bank are not credit checks and they do not impact your credit score nor show on your credit report.

Merchants are unable to use this data to make decisions about providing you with goods or services.

Unable to Log Into Consumer Portal
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The login credentials for the Trustly Consumer Portal are the same login credentials for your bank. If you are unable to log into the portal, you should check the credentials you are using by going to your bank's website and logging in there.

If the credentials work at your bank's site, but you continue to have trouble accessing the consumer portal, please reach out to our support team.

Note: If you have more than one bank, or use more than one user name and password combination, please check your credentials and try again.
About Transaction Returns
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Transactions may be returned by the bank when presented for payment for any of the following reasons:
  • 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.


Note: Consumers who wish to learn more about the reason for a specific transaction return should contact their financial institution.
Disputed Information Returns to Report
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Because Trustly is not the generator of the data you dispute, it is possible for us to remove an item and then have it return the next time you use the Trustly product. This occurs because your Trustly Report is a reflection of the most recent information we receive from your bank.

Each time you use the Trustly product, bank information is retrieved and our records are updated based on that information, per regulatory requirements. For permanent changes, please contact your bank to dispute and potentially update information.

Request Your Trustly Report
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To get copy of your Trustly report, do the following:

  1. Log into the Consumer Portal.
  2. Select the Profile icon on the right
  3. Select Account Report, and then select Download transaction history. An email will be sent to the address on file with a PDF copy of your report attached.
Dispute Process for Trustly Report
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If you feel any of the information on your Trustly Report is inaccurate, you can dispute it.

Keep in mind that Trustly does not generate the information. Instead, the information comes directly from your bank. To permanently change or remove items from your report, you must speak with your bank.

To dispute any information on your report, contact us and we’d be happy to look into it for you. Our advisors are available 24 hours a day, 7 days a week. You can contact them by selecting the “Contact Support” button located on the right.

Once a dispute has been submitted, we will investigate and provide a response within 10 days.

Unable to Access Trustly Report on Consumer Portal
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In most cases, you can access your reports from the Report section in the Consumer Portal. However, if you receive an error, or if you do not receive your report after requesting it, try again later. If you still can’t access it after a few additional attempts, contact us and we’d be happy to help you. Our advisors are available 24 hours a day, 7 days a week.
Transactions Without Amounts in Consumer Portal
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Trustly captures two types of transactions in the Consumer Portal: payment and data transactions.
  • Payment transactions appear as dollar amounts
  •  Data transactions appear as accepted or declined authorizations without dollar amounts

Examples:

  • Payment: If you make a payment to a merchant, you will see a line item for the amount you paid. This is considered a payment transaction.
  • Data: if you connect a merchant account to Trustly, you will see a line item that indicates authorization was given to the merchant. This is considered a data transaction.
About Trustly Direct Debit (UK)
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Many companies in Great Britain offer Trustly’s Direct Debit service to handle recurring payments from its customers for subscriptions, loans, and invoice payments among other things.

You will receive an email with information about upcoming transactions, including the amount and reference number. These transactions will be drawn overnight. You will not receive an email if there are no upcoming transactions.

For more information about upcoming transactions or if you have any questions regarding your Direct Debit, please reach out to your merchant directly.

Signing up for Trustly Direct Debit (UK)
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Signing up for Trustly Direct Debit (UK) is always done on the merchant’s website. Direct debit can be either a distinct transaction or be followed up by an instant payment as part of the same order.

The steps for signing up with Trustly Direct Debit may differ depending on the merchant, but the usual steps are as follows:

  1. Select your bank: From the list of banks, select the bank you would like to use. If your bank is not listed, it is not available with Trustly.
  2. Identification: Enter your personal number or other information used as identification by the selected bank.
  3. Authentication: Authenticate yourself by signing in using your own internet banking device or BankID (or similar method depending on the bank).
  4. Select account and accept Terms & Conditions: From the list of all your accounts, select the bank account you wish to connect the Direct Debit mandate to. The account must be a personal checking or savings account as our service does not support business accounts.
  5. [Optional] When signup is part of a deposit: Sign the instant payment.
About Reconciliation Reports
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There are two reconciliation reports available to merchants,

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

Each P11KREC report shows transactions that we created the previous day.
Example: A report for Tuesday, August 23rd, will show all transactions that were created on Monday, August 22nd (12 AM - 11:59 PM UTC).

  • 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.

The report file names have a set format, which cannot be changed in the system.

Reconciliation Report:

Format: P11KREC-{Merchant ID}-{Start date time}-{End date time}-{Sequence}.csv
Example: P11KREC-9999999999-20220822080000-20220823080000-0001of0001.csv

RTP Reconciliation Report:

Format: P11KRTP-{Merchant ID}-{Start date time}-{End date time}-{Sequence}.csv
Example: P11KRTP-9999999999-20220822080000-20220823080000-0001of0001.csv


For details about the report content, see How do I Read the Reconciliation Report or How do I read the RTP Reconciliation Report.

About Settlement or Funding Reports
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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 on Monday, August 22nd (12 AM - 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.
Format: P11KFUN-{Merchant ID}-{Start date time}-{End date time}-{Sequence}.csv
Example: P11KFUN-9999999999-20220822080000-20220823080000-0001of0001.csv


For details about the report content, see How do I read the Funding or Settlement report?
Using Trustly
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To use our services, no downloading or registration is required.

Simply select Trustly, or Online Banking, as your payment option on the merchant’s website, and then follow the simple steps in the checkout when presented:

  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.

Please note that in order to use our services the following is required:

  • 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.
Supported Account Types
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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.
Missing Accounts
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Only personal checking or savings account are eligible for use with the Trustly product at this time. 
Check to ensure that you the missing account is not a business account or an account of a different type.
Contacting Support
chat, contact, email, call, phone number
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Trustly has two separate, dedicated support teams. One team supports our North American customers and one supports our EU customers. Please reach out to the appropriate support team as described below.
 
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, email or you can also request a call back by selecting the contact button below, and they will be happy to assist you.


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 for help with your EU questions. You can also visit the Trustly EU Help Center to find answers to frequently asked questions.
Business Accounts
business accounts, business checking, business
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Yes, in some cases you can use a small-to-medium business account for transactions. However, 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.
Contacting Support
chat, contact, email, call, phone number
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Trustly has two separate, dedicated support teams. One team supports our North American customers and one supports our EU customers. Please reach out to the appropriate support team as described below.
 
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, email or you can also request a call back by selecting the contact button below, and they will be happy to assist you.


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 by email form for help with your EU questions. You can also visit the Trustly EU Help Center to find answers to frequently asked questions.
Proof of Payment
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A Proof of Payment is a document from your bank that shows a payment's transaction details.

Trustly Consumer Support may ask you to provide a Proof of Payment when working to locate or verify a transaction in our system. The Proof of Payment needs to be received before we are able to provide any information or details about the payment.

Proof of Payment can be submitted as either a picture (PNG or JPEG) or a PDF file, and can be attached to your reply to the request from the support team.

A valid Proof of Payment should contain the following details:

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

If you do not know how to find your Proof of Payment, please contact your bank for assistance.

Reporting Fraud
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To report fraud on your account, you will need to do one of the following:
  • Contact the merchant directly and obtain written confirmation from the merchant that fraudulent activity has occurred.

OR

  • File and obtain a police report at your local police office.

Once you have obtained one of these documents, please contact us. Our advisors will ask you to provide the documentation and then open a fraud investigation. 

Note: We cannot open an investigation without one of the items above.
Withdrawal or Payout Delays
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Trustly is a digital payment provider which works as an intermediary between the consumer and the merchant. That means that we process transactions, and do not hold your funds. Funds are forwarded directly to your bank account when processed.

If you notice a delay in your withdrawal or payout, there may be several reasons for the 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 two business days, excluding weekends and holidays.
  • 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 still you are missing funds after ruling out standard processing delays, please contact the merchant and request a Payout Receipt. With this Payout Receipt, contact your bank to see if the transfer has been delayed or stopped for any reason.

For further information on withdrawal delays, check with the merchant to verify their withdrawal process.

Missing Refund From Merchant
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There may be several reasons you haven't received your refund from your merchant yet.

Trustly is a digital payment provider which works as an intermediary between the consumer and the merchant. That means that we process transactions, but we don't hold your funds. Instead, they are forwarded directly to your bank account from the merchant as soon as they initiate a refund in their system.

When a refund is initiated by the merchant, it will be sent directly from the merchant back to your bank account, without stopping at Trustly. We do not hold your funds. The timeframe for this is according to the merchant's refund policy.

Some things to keep in mind:

  • Please be aware that there might be internal delays with handling refund requests from merchants related to travel due to increased demand. Please contact your travel merchant for further information.
  • Please also note that any notification about the purchase, confirmation email, tickets etc. is purely associated with the merchant. Therefore, Trustly isn't able to provide these.
  • Weekend and holidays may affect the processing time of your transactions.


Trustly is not in a position to initiate refunds nor can we cancel transactions. If the need arises for a refund or cancellation, please contact the merchant directly.

Instant Deposit Limit Message
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The instant deposit limit is set by the merchant and determines the amount that can be instantly transferred through Trustly. When you receive this message, it means that you have exceeded their instant deposit limit and that the transaction will not be instant. In most cases, this message does not halt the transaction. Instead, you may proceed after the message or you may chooses to cancel the transaction manually.

Note: Deposits above the instant deposit limit can take up to 2 bank days to reach the merchant. Processing time can be longer during weekends or holidays.

For more information about the instant deposit limit, please follow up directly with the merchant as Trustly can’t remove or raise the limit.

Credit Score Impact
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No. The Trustly Report and data exchange with your bank are not credit checks and they do not impact your credit score nor show on your credit report.

Merchants are unable to use this data to make decisions about providing you with goods or services.

Access Data in the Consumer Portal
Report
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To access your data in the Consumer portal, take the following steps:
  1. Log into the Consumer portal.
  2. Select the bank account that contains the data or information you’d like to view.
  3. On the left side of the Home page, select Account Settings to view your account settings information, or Transactions to view your transaction data.
Consumer Data Collection
consent
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When you use Trustly, we may collect data that you, your bank, or the Merchant has provided. You will see some of this information when you log into the Consumer Portal and view your Trustly Report.

To see the types of data we collect, please review our Privacy Policy.
Reading the Reconciliation report
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The Reconciliation Report consists of individual rows of data. Each row provides one of three types of data:

  • Header
  • Transaction Record, or
  • Trail

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

Rec Report


Every report begins with the Header and ends with the Trail.

All transaction records in the report reflect the transactions created during the reporting period. The transaction status will reflect the current status for the record.

Some transactions will have a parent transaction ID, or original transaction ID, as shown in the example below. The original transaction was an authorization, and then the child transaction was the capture.

Parent-child Transactions


The trail shows how many transactions were part of the report and the total amount of the transactions created during the reporting period.

Trail


For detailed information about the fields and the information contained within the fields, please refer to the Trustly Merchant Settlement & Reconciliation Report guide available from your CSM.

Trustly Report Data Source
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As part of the checkout process, you agree to the Trustly Terms of Use which state we will communicate with your bank privately and securely to get the information required to process a transaction on your behalf. The data you see on your Trustly Report is the data exchanged during that process.

Requesting Changes to Trustly Report
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Yes! If you want to request changes to any of the information found on your Trustly Report, follow the dispute process.

Keep in mind this only changes our records, not the bank’s data. This means if you transact with Trustly again, we will override any changes made to your Trustly Report with whatever information the bank provides.

Adding user to Merchant Portal
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To add a new Merchant Portal User:
  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


Agent Add User
  1. Click Save.

An email is sent to the account you entered with instructions to complete the registration.
Removing Merchant Portal User
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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.
Remove Merchant V2.png
Merchant Portal User Roles
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Merchants have the ability to change the user role of their employees in the Merchant Portal. Different roles have different access. See the list below to explain the different roles.
  • 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
Decline Reasons
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Current Decline Reasons: 

User Canceled

This transaction was canceled part way by you, your browser or your device.


 

Insufficient Funds

Transaction unsuccessful. We are unable to complete your transaction due to insufficient funds in your account. Please a) add funds to your account, b) Use another account at the same bank, c) Or, sign in to another bank


Merchant Error

Transaction unsuccessful: We're sorry. The transaction could not be completed because of a technical error on the merchant's side.


Bank Error

Transaction unsuccessful: We're sorry. The transaction could not be completed because of a technical error on the bank's side.


Network Error

Transaction unsuccessful: We're sorry. The transaction could not be completed because of a technical error from the network.


Security Controls (Note: You will see one of two messages regarding security controls)

Message 1:
Security Alert: We detected some unusual activity and as a result this transaction was not completed. To protect consumers and merchants, Trustly employs risk mitigation and fraud prevention tools to spot suspicious activity. Please see Trustly’s FAQs for further clarification on Trustly’s risk decisioning process.

Message 2:
We detected some unusual activity and as a result, this transaction was not completed. Our decision included information we obtained from the consumer reporting agency listed below. The agency played no part in our decision other than providing us information about you and is unable to provide specific reasons why we declined the transaction. Under the Fair Credit Reporting Act, you have the right to know the information contained in your credit file and to dispute with the consumer reporting agency the accuracy or completeness of the information.

For questions concerning this process or for the status of a request you previously submitted, you may contact the MicroBilt Consumer Affairs Department at the toll-free number below. Contact details (Attn: Consumer Affairs Department | P.O. Box 440693, Kennesaw, GA 30160 | Phone: 855-673-7310 | Fax: Available Upon Request | Hours: Monday - Friday 8:30 AM - 5:00 PM ET)


Unsupported Account Type

Invalid Account: To comply with Federal, state, or local regulations, Trustly does not currently support this type of account.
Consumer Collection Phases
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Trustly currently has 2 phases of collections a consumer may experience if they don't pay off outstanding debt.

First Phase - Merchant Collections
In this phase, Trustly informs the merchant of return events and the merchant attempts to collect funds from the consumer. This duration varies by merchant.


Second Phase - Agency / 3rd Party Collections


In this phase, 3rd party collections is when the customer's information is sent to a collection agency. In most cases, the agency is InDebted. In some cases, the agency is a TeleCheck partner.
ETA to Access Trustly After Paying Debt
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After paying your debt in full, you can typically use Trustly immediately. However, if you’re unable to continue transacting, please contact the Trustly Support team using the contact button below.

Note: Normal terms of use will continue to apply to all new transactions.
What is Trustly
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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 fast, simple and secure way. 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.

You can learn more about the benefits of using Trustly under our page, Open Banking Explained.
Deposit Timeframes
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In most cases, the process to deposit funds into a merchant account is instant. There are some cases where the processing time can take up to 2 bank days depending on the merchant, your bank, or both. Please keep in mind that holidays and weekends affect processing times.

If you experience unusual delays, please contact the merchant with a copy of the payment details.

Authorization or Payment Code Issue
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Authorization, payment, or discount codes are provided by the merchant and are processed by the merchant's app, site, or payment portal. As the payment processor, Trustly has no information on, or interaction with these codes. We only process the final transaction amount.

Please reach out to your merchant directly for any issue with codes issues by them.

Data Use and Retention Policy
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Our data use and retention policies are contained within the privacy policy documents on our website. For links to each region's privacy policy, please see the related article, Privacy Policy.

Missing Accounts
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Only personal checking or savings account are eligible for use with the Trustly product at this time.
Check to ensure that you the missing account is not a business account or an account of a different type.

Withdrawal or Payout Delays
money deposit missing
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Trustly is a digital payment provider which works as an intermediary between the consumer and the merchant. That means that we process transactions, and do not hold your funds. Funds are forwarded directly to your bank account when processed.

If you notice a delay in your withdrawal or payout, there may be several reasons for the 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 two business days, excluding weekends and holidays.
  • 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 still you are missing funds after ruling out standard processing delays, please contact the merchant and request a Payout Receipt. With this Payout Receipt, contact your bank to see if the transfer has been delayed or stopped for any reason.

For further information on withdrawal delays, check with the merchant to verify their withdrawal process.

Instant Deposit Limit Message
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The instant deposit limit is set by the merchant and determines the amount that can be instantly transferred through Trustly. When you receive this message, it means that you have exceeded their instant deposit limit and that the transaction will not be instant. In most cases, this message does not halt the transaction. Instead, you may proceed after the message or you may chooses to cancel the transaction manually.

Note: Deposits above the instant deposit limit can take up to 2 bank days to reach the merchant. Processing time can be longer during weekends or holidays.

For more information about the instant deposit limit, please follow up directly with the merchant as Trustly can’t remove or raise the limit.

Using Trustly
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To use our services, no downloading or registration is required.

Simply select Trustly, or Online Banking, as your payment option on the merchant’s website, and then follow the simple steps in the checkout when presented:

  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.

Please note that in order to use our services the following is required:

  • 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.
Supported Account Types
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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.
Missing Refund From Merchant
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There may be several reasons you haven't received your refund from your merchant yet.

Trustly is a digital payment provider which works as an intermediary between the consumer and the merchant. That means that we process transactions, but we don't hold your funds. Instead, they are forwarded directly to your bank account from the merchant as soon as they initiate a refund in their system.

When a refund is initiated by the merchant, it will be sent directly from the merchant back to your bank account, without stopping at Trustly. We do not hold your funds. The timeframe for this is according to the merchant's refund policy.

Some things to keep in mind:

  • Please be aware that there might be internal delays with handling refund requests from merchants related to travel due to increased demand. Please contact your travel merchant for further information.
  • Please also note that any notification about the purchase, confirmation email, tickets etc. is purely associated with the merchant. Therefore, Trustly isn't able to provide these.
  • Weekend and holidays may affect the processing time of your transactions.


Trustly is not in a position to initiate refunds nor can we cancel transactions. If the need arises for a refund or cancellation, please contact the merchant directly.

Reading the Settlement or Funding report
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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.

Funding Report


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.

Trail


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 CSM.

Proof of Payment
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A Proof of Payment is a document from your bank that shows a payment's transaction details.

Trustly Consumer Support may ask you to provide a Proof of Payment when working to locate or verify a transaction in our system. The Proof of Payment needs to be received before we are able to provide any information or details about the payment.

Proof of Payment can be submitted as either a picture (PNG or JPEG) or a PDF file, and can be attached to your reply to the request from the support team.

A valid Proof of Payment should contain the following details:

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

If you do not know how to find your Proof of Payment, please contact your bank for assistance.

Cancel Withdrawal
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Unfortunately, once the withdrawal process has begun, there is no option to cancel it.

For information on automatic withdrawals, follow up with the merchant for options on future transactions.

Withdrawal Timeframes
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In most cases, the withdrawal process is instant. There are some cases where the processing time can take up to 2 bank days depending on the merchant, your bank, or both. Please keep in mind that holidays and weekends affect processing times.

If you experience unusual delays, please check with the merchant for clarification.

Deposit Refund
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Trustly is a payment method, not the merchant or seller receiving the funds. Please contact the merchant where you made a purchase for any refund or purchase information

As the payment processor, Trustly has no access to the funds linked to a merchant. If you need to request a refund, please contact the respective merchant directly with your proof of payment so that they can look into it for you.

Unknown Direct Debit Email
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It's not uncommon for people to forget about direct debit authorizations. If you don't remember which company your recurring payments were set up for, and he email doesn't clearly state it, contact us with a copy of the email and, if applicable, any Proof of Payment you may have including,

  • Name of the account holder
  • Amount
  • Date of transfer
  • Receiving account number
  • Sending account number
  • Reference number
Payment Window Frozen
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Though this is rare, the transaction may have been completed.

It is important to check with your merchant to see if the transaction was processed before attempting to resubmit it.

Things to keep in mind:

  • If funds were withdrawn from your bank account, the transaction will complete within 2 bank days or be refunded back to your bank account within a few days, depending on the merchant’s internal setting.
  • Processing times may be affected by weekends or holidays
Merchant Hasn't Received Funds
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An instant deposit through Trustly is usually completed within minutes; however, in rare cases the transaction may take additional 1-2 bank days to complete. Please keep in mind that transactions may be affected by holidays and weekends.

If you notice a delay with your payment or have any questions, please contact the merchant with a copy of the transaction details from your bank. If the merchant needs further help, they have contacts that can provide further assistance.

If your merchant can not help, please let us know and we will try to facilitate a resolution.

Revoke a Direct Debt Mandate
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Because you can have mandates with more than one merchant, we recommend that you contact your merchant directly to remove or cancel a mandate.

If you choose to cancel the mandate by contacting your bank instead of the merchant, all mandates are cancelled instead of individual mandates.

What Did I Purchase
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Trustly partners with merchants across many different verticals including - but not limited to – travel, and e-commerce. If you have made a purchase or a deposit through Trustly but can't remember what you bought, please contact the merchant directly, as we don't have access to their internal systems or customer data.

If you are not sure which merchant you paid, we'd be happy to look into it for you. You can contact us with a copy of the transaction details from your bank.

PEP Information
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If we've identified you or a person close to you as a Politically Exposed Person (PEP), please reach out to us and provide the 10 digit OrderID from the bottom of the Trustly checkout window.

If you've closed Trustly’s payment window, and don't have access to the 10 digit OrderID anymore, we can still help. Please reach out to us with the following information:

  • First name
  • Surname
  • Personal identification number (social security number)
  • Initiation date of the transaction

We'll investigate and get back to you with more information.

Errors Registering for Trustly Direct Debit
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In certain circumstances, you may receive an error message when attempting to complete the checkout process setting up a direct debit transaction. If the error identifies you as a Politically Exposed Person, please see the related article, PEP Information. for other messages, please contact the merchant for help completing the checkout process.

If the merchant refers you to Trustly support, please contact us and provide the following:

  • Screenshot or picture of the error message at checkout, and
  • The 10 digit OrderID is visible at the bottom of the checkout.
Unknown Direct Debit Transaction
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It's not uncommon for people to forget about direct debit authorizations. If you don't remember which company your recurring payments were set up for, contact us with your Proof of Payment and include the following details:

  • Name of the account holder
  • Amount
  • Date of transfer
  • Receiving account number
  • Sending account number
  • Reference number
Cancelling Monthly Direct Debit
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Trustly is a payment method that makes it easy for you to pay for items directly from your online bank account in a fast, simple, and secure way. This includes transactions for item such as subscription services, loans, or utility payments.

With Direct Debit, you have given Trustly a mandate to debit funds directly from your bank account on behalf of the merchant. Trustly manages these mandates so that the merchant can initiate recurring payments which are then debited from your bank account.

If you would like to cancel a mandate, or have any questions about the recurring payments, please contact the merchant directly.

No Receipt or Confirmation email
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Since Trustly is not the receiving entity, we can not issue any receipts or official documents. Only the merchant can provide you with these since the payment belongs to them.

We are a digital payment provider — an intermediary between the consumer and the merchant. You have made a purchase directly from the merchant. If you need a receipt, please contact the merchant’s customer support.

GDPR
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For GDPR questions or concerns, or if you reside in the EU and have questions about our privacy or data policies, please reach out to our European support team via their contact form.
Trustly One Click
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Trustly One-Click is part of our Direct Debit service available in the UK. After digitally signing the mandate once on the merchant’s website, you will be able to complete transactions with this merchant in the future with just one click, negating the need to sign each transaction individually.

Business Accounts
business accounts, business checking, business
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Yes, in some cases you can use a small-to-medium business account for transactions. However, 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.
GDPR
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For GDPR questions or concerns, or if you reside in the EU and have questions about our privacy or data policies, please reach out to our European support team via their contact form.

Reporting Fraud
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If you suspect any fraudulent transactions, you may choose to refund the consumer via Merchant portal.
If you have additional security concerns, contact us as soon as possible so we can launch an investigation.

Our advisors are available to help you 24 hours a day, 7 days a week.
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Contact our support team

We’re here for you 24/7 via chat, email or by requesting a call back.