Personal Help Center

• If the transaction hasn't been processed yet, your merchant may be able to cancel it.
• If the transaction has already been processed, your merchant can refund it, or you can request a withdrawal to move it back to your bank account.

• 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

• You'll receive an insufficient funds message if a dynamic balance check indicates that your account balance, including items still being processed, may not be enough to cover the initial transaction amount.
• You'll receive a security measures message if the transaction triggers a risk warning. To protect your account balance, the reduced amount is suggested.

• Fees charged due to returned items
• Items clearing your bank account on an unexpected date
• Large number of transactions with varied dates

• Available Bank Balance
• Pending Bank Items
• Insufficient Funds History
• Prior Transaction History

• Sign in to another bank
• Try again later

These two popular products require no Trustly account, so there's no sign-up process*. You simply use your pre-existing, personal online banking credentials to authorize payments or deposits. All of this is embedded seamlessly within your merchant's app or website.

• No new passwords to remember!
• No additional fees!

Report Definitions

• Log into your bank's website directly to confirm your credentials.
  TIP: Do not autofill the data, instead manually type in your user name and password to ensure you've remembered them correctly.
• Open an incognito browser and then try your transaction again.
• Try clearing your browser cookies and cache, and then try your transaction again.

Update your mobile app

Set default browser to Chrome (Android only)

Use the merchant website instead of the mobile app

• 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.

• Merchant implementation package
• Development cycles
• Maintenance windows

• 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.

• 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 available in your account, accounting for possible pending items.

1. Log into the Consumer Portal.
2. Select Transactions on the left.
3. Select Download transaction history. A CSV file is downloaded to your device.

• Payment transactions appear as dollar amounts
•  Data transactions appear as accepted or declined authorizations without dollar amounts

• 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.

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.

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.

• Contact the merchant directly and obtain written confirmation from the merchant that fraudulent activity has occurred.

• File and obtain a police report at your local police office. This must include details of the incident, including any and all dates and victim names.

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.

• 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.

• 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.

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

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

• 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

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.

For most banks, the mandate can be found within your online banking application or website. For additional help, please contact your bank or merchant directly.

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.

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.

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

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.

In general, it takes one bank day for a mandate to register and become active.

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.

• 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.