Citibank customers may have been impacted by an unplanned outage from 10 AM to Noon Eastern today. This outage may have impacted the ability to use Citibank accounts on any Open Banking platform, including Trustly. Citi has restored full functionality at this time.

Personal Help Center

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We're apologize for any inconvenience caused by the inability to complete your identity verification. to resolve this, please do one of the following:
  • Sign in to another bank
  • Try again later
This is a general error that occurs when the verification process is unable to continue. There isn't one set cause for this generic error.
To complete your identity verification, review the information presented, tap to select your information from the options presented, and then press Continue.

If the Continue button isn't available, you have not yet selected one of the options.
When there are multiple sets of data related to an account, for example you have a shared account, or multiple street or email addresses or phone numbers are found, you are prompted to select your information from the data retrieved.
Only persons over the age of 21 are permitted to use the app.

We hope you come back and try again after you've celebrated your birthday!
This message appears when the personal data entered indicates that you're under 21 years of age.

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!

*Merchant apps and wallets may require an account which may have a sign-up process that is required and separate from your use of Trustly. These requirements and processes vary from merchant to merchant.
No, there are no fees charged to a consumer to use the Trustly platform.

However, if we are unable to collect payment from your account for a transaction that was already paid to the merchant, such as an insufficient funds scenario, we may charge you fees for the return. Please see the article, About Trustly's Fees, for more details.
The Trustly Report outlines all transactions made on the Trustly platform and indicates their current status.

Important note: 
When reviewing your report it’s important to remember that when you use Trustly's online banking service, we give you immediate access to your funds so you can use them as quickly as possible. However, the money can still take 2-5 business days to be withdrawn from your bank account. To avoid incurring fees, please make sure you have enough money in your bank account prior to submitting your transaction and keep the amount available until you see a completed withdrawal on your bank statement.

Report Definitions


Authorized
These transactions occur when you’ve successfully connected to your bank. No dollar amount is associated with these transactions.

Completed
The transaction was submitted, processed, and finished without issue. These transactions have cleared your bank for payment or deposit.

Denied
Appears if the transaction request was denied and will not be completed. Review the messaging shown for the transaction for details.

Expired
Appears on a transaction if you timed out before you finished a payment request.

Failed
The transaction failed and will not be completed. Review the messaging shown for the transaction for details.

Partially Refunded
Some, but not all, of this transaction has been refunded to you.

Processed
This transaction has been submitted, but has not yet finished. These transactions have not yet cleared your bank.

Refunded
All of this transaction has been refunded to you.

Representment
If your transaction was returned for non-sufficient funds and unpaid, we attempt to collect the funds from your bank by re-sending it for payment.

Resolved
If your transaction was returned unpaid by the bank, but then successfully collected through the representment or collections process, the status becomes resolved.

Voided
This transaction was canceled by exiting the payment flow prior to completing the transaction. This can happen for many reasons including error messages, closing the app, invalid credentials, or others.

With issues
Appears in conjunction with a payment type such as Payment, Withdrawal, or Representment. It indicates there were issues completing the transaction and may be due to non-sufficient funds, a stop payment request, a closed account, or other problems obtaining the funds from your bank.
When you log into your bank account to use the Trustly platform, you'll use the same User ID and Password combination you use on your bank's website. If you receive an invalid credentials message when you attempt to log in, try the following:
  • 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.

Trustly doens't have your login credentials, so if these steps aren't successful, please contact your bank for further troubleshooting.
This error occurs when a potential security risk is detected by Chase Bank and is in place to safeguard your data.

To resolve the message, try each of the following suggested resolutions in the order presented:
 

Update your mobile app


Make sure you're using the latest version of the mobile app.
If you're not sure you're up-to-date, try updating the mobile app, and then try your transaction again.

Set default browser to Chrome (Android only)


Update your device's default browser to the latest version of Chrome.
Trustly performs rigorous testing of its platform using Chrome. Results using other browsers may vary.

Use the merchant website instead of the mobile app


If possible, try your transaction on the merchant website using a web browser instead of their mobile app.
The date the transaction comes out of your bank account may be different than the date you initiated the transaction due to a number of factors.

Processing Time
Though your merchant is credited immediately, and funds are available for purchases or posted in a betting wallet, it takes 3-5 business days to withdraw the funds from your bank account. Weekends and holidays affect the processing time.

Cut-Off Time
Additionally, transactions are processed in batches that are subject to cut-off times which may affect when they post to your bank account. For example, If you request several transactions early in the morning and then several late at night, your morning transactions may appear at the bank on one day and the late night transactions on the next. Weekends and holidays also affect cut-off times.

Insufficient Funds Returns
Occasionally, when the transaction is presented to your bank for payment, your balance may have fallen below the amount needed to clear the payment resulting in a insufficient funds return (NSF). When this occurs, Trustly will send the transaction back to your bank for payment in a process known as representment. These transactions will appear once they properly clear. If you had several returned items, they may appear together in groups unrelated to the original transaction date as they are resent to the bank for payment in grouped batches.
Note: An NSF return item can be re-presented to the bank for payment twice in the Unites States and only once in Canada,
Please contact our support team using the Contact us now form below. We will need your case information and a copy of the filing documentation, and then will note the filing on your account.
We're sorry to see you go, but hope we were able to provide the answers you needed.

To stop all further SMS text messages from the support team, reply STOP to the last message you receive and you will be marked as Opt Out in our systems and no more messages will be sent to you via text.

If you need help in the future, use the Contact Us form where you can choose any of the options available, including the option to Opt back into text if desired.
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.
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 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: 
  • 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.
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. 
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 Account Settings.

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 are unable to log into the portal, or have other questions, please contact our support team using the Contact us now button below.
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.
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 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.
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.
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.
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
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.
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.
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 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.
We resolve all disputes within 10 days.
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.
To get copy of your Trustly report, do the following:
  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.
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. Submit a support request by selecting the Contact us now button below.

Once a dispute has been submitted, we will investigate and provide a response within 10 days. 
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.
You can dispute any of the information on your Trustly Report once every 35 days.
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.
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.
Enrollment in this UK program, Trustly Direct Debit, is always done on the merchant’s website through their normal payment screens. 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.
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, 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.
To report fraud on your account, you will need to do the following:

Obtain one of these options
  • 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. This must include details of the incident, including any and all dates and victim names.

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.
US:
NSF fees vary by state. They typically range between $25-$35 per failed transaction, but may be as high has $50 where allowed by local statutes.


Canada:

The NSF fee is $25.00.
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.
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.
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.
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.
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.
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.
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.
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.
Trustly's privacy policies are published on our website.
Trustly's Terms of Use (TOU) are posted on our website. 
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.
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.
Only checking or savings accounts currently set up for personal access via personal online banking credentials are eligible for use with the Trustly product at this time.

Check to ensure that the missing account is not a business account or an account of a different type.

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.

If still you are missing funds after ruling out standard processing delays, please contact our support team using the Contact us button below.
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 choose 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.
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.
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.
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.
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.
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.
In most cases, the withdrawal process is instant. There are some cases where the processing time can take 2 to 3 business days depending on the method configured at your merchant, your bank, or both. Please keep in mind that holidays and weekends affect processing times.

If you have questions about your withdrawal, please contact our support team using the Contact us button below.
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.

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
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
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.

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.

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.

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.

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.

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.

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.
No. For your security and privacy, only you can request changes be made at your bank. Please contact your bank directly to update any personal information or data.
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.
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