Personal Help Center

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

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.

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 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.

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.

You can dispute any of the information on your Trustly Report once every 35 days.

• 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.

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) 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.

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.

• 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.

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.

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.

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.

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

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 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.

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.

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.

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.

• 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 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.

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.

• 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.

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.