Personal Help Center

Trustly is a convenient service that allows you to pay, or get paid, directly from your bank account without needing to use a credit card or wallet, offering a secure and seamless bank-to-bank payments experience. Unlike Stripe, Plaid, or PayPal, which typically focus on processing credit card payments or connecting apps to bank accounts, Trustly specializes in facilitating a direct and instant bank connection, often used for online purchases, bill payments, or sending money directly from one bank account to another.

To establish a safe connection to your bank, Trustly normally prompts you to enter your online banking username and password. This authorizes us to process transactions you request. In some cases, we're unable to use the standard connection method and you are prompted to manually enter your information. This manual method is called Manual Electronic Check (MEC).

There are two specific instances where you may be asked to use MEC and manually enter your bank information:

• If the connection to your bank is unavailable when you attempt a transaction, you may be presented an option to enter your account information manually to proceed using MEC. This varies by merchant and may not be an option your merchant supports.
• Some connections require an account validation step where one or two small deposits are sent to your account for verification. This is known as Micro Challenge Deposits (MCD). This process uses MEC for these transactions and you are asked to enter your account information manually.

This error is shown when the connection to your bank is currently unavailable. In most cases, these outages are temporary and resolved quickly and trying your transaction again later results in a successful transaction.

If you continue to receive the error, and need to process the transaction quickly, please select another bank or payment method.

For some banks, when customers use 3rd party payment processors such as Trustly, the bank provides additional security measures through the use of a virtual account (VAN) or a tokenized account number (TAN).

By transmitting a VAN or a TAN, the actual account information is kept more secure because the processor never receives it. Only the virtual number is transmitted and used in the transaction.

Use of these numbers is an optional security measure that a financial institution can choose and is not controlled or initiated by Trustly.

Trustly uses the account number when electronically moving money to or from your credit union accounts.

In some cases, your member number may be included in whole or in part, in the account number.

Here's an overview of each number type:

• Member Number: Identifies you as a member of the credit union, not a specific account. It’s like your personal ID with the credit union. This is used to identify you to credit union employees, as the identifier on statements, or on your credit union's website or app.
• Account Number: Identifies a specific account that you have with the credit union (like your checking or savings account). It’s how transactions are linked to the correct account. This is what you provide your employer to set up direct deposit or, as is the case with Trustly, the information used to electronically transfer money to or from your account.

Instant payout withdrawals from your merchant are sent via the Real Time Processing (RTP) network. To determine if your financial institution participates in this network, please visit The Clearing House website. If your bank is not on this list, instant withdrawals are not available.

Note: Both your bank and your merchant must be configured for this type of withdrawal. Your merchant, or Trustly support, can tell you if the merchant is configured for this process.

To use Trustly's online banking services, you use your personal bank credentials to log into your bank account and authorize the transactions.

Note: If you have forgotten your bank user name or password, or they don't seem to work, please contact your bank for help.

In some cases, your bank will require multi-factor authentication (MFA or 2FA). If this is the case, the authentication is performed by the bank using the information they have on file.

If you can't get past the log in or the authentication prompts, go to your bank's website to review the information below:

• Verify your user name and password combination by logging into your bank's website
• Review your bank account security question and answer combinations
• Confirm the email address listed on your bank account
• Check the phone number your bank has on file

If you continue to experience issues logging into your account while trying to use Trustly, our support team can review your attempts and tell you which step of the log in process is failing, but they can't update any of the information held by your bank.

Please contact our support team who can provide documentation of your payment.

Trustly accepts the following payment types:

• Debit Cards* with the Visa or MasterCard symbol
• Wire Transfer

*This includes the use of prepaid Debit Cards.

If you pay Trustly directly (using a payment link sent to you by the support team or using the Consumer Portal), your account will be unblocked within 24 hours. 

If you pay one of our collection agencies, it may take up to 6 business days for the payment to process and all systems to be updated before your account is unblocked.

IMPORTANT: All normal terms and conditions apply to future transactions.

Logging into the Consumer Portal is done using your bank login credentials. Because you log into each bank with unique credentials, you'll only see the transactions you authorized for that specific institution when using the portal.

If you have accounts with multiple financial institutions, you'll have to log in separately, with each set of unique credentials, to see your transactions.

In some cases, Trustly sends incomplete transaction back to your bank to retry the payment. When that occurs, the debt may not be viewable in the portal. This reprocessing occurs twice in the United States and once in Canada.

We apologize for the inconvenience. Please contact our support team who will be happy to review your transactions for clarity, and if needed, provide a secure payment link.

We're happy to help you resolve the issue and get you back to using our online banking services!

We have two options available:

• Contact our support team for a secure link where you can pay the debt in full.
• Log into our secure Consumer Portal to pay the debt in full.*

All payments must be made using a debit card with the Visa or MasterCard symbol.

*Consumer Portal is currently only available for US consumers. Payment options though the portal may not be available for all customers at this time. 

Yes. When we're unable to complete transactions we send you an email with the details of these transactions. 

When you request a deposit to a merchant using Trustly's online banking service, we provide immediate access to your funds at the merchant so you can use them as quickly as possible. In the background, these transactions are processed on the ACH network. The withdrawal from your account takes up to 3 business days after you initiate the deposit to your merchant. 

If the transaction is returned unpaid by the bank unpaid, we reach out to you directly for payment.

While your merchant is responsible for providing receipts and transaction records, Trustly's email is an effort to be transparent about the processing time involved in moving your money from bank to bank. 

When you request a deposit to a merchant using Trustly's online banking service, we provide immediate access to your funds at the merchant so you can use them as quickly as possible. In the background, these transactions are processed on the ACH network. The withdrawal from your account takes up to 3 business days after you initiate the deposit to your merchant. 

We proactively send you the notification so you're more equipped to manage your account balance and prevent potential non-sufficient funds (NSF) returns and associated fees.

The email address Trustly uses is provided by your financial institution as part of the transaction authorization process. If the email address is incorrect, please contact your bank to update the information.

At this time, Trustly's support team is only able to provide support in English. We apologize for any inconvenience this may cause.
Note: Our Help Center search can often respond in various languages and may be of use to you.

If you need to speak to an advisor in a language other than English, we suggest one of the following:

• Use email support where messages can be translated using free online tools.
• Ask a friend or family member who speaks English to help you translate.

• 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.

The specific text of the error may vary:

• Invalid Financial Institution number or Transit number. Please try again.
• Please check your transit number and try again
• Please check your routing number and try again

This error occurs if the routing number (aka transit number) or financial institution number is either:

• Entered incorrectly on the form
• Not yet entered into our systems

In some cases, the amount you entered cannot be processed, but a lower amount is likely to go through without issue. Rather than stopping the transaction completely, the lower deposit amount is presented for your convenience.

• 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.
• if the transaction value exceeds the limits set by Trustly, your merchant, or your bank. For information on limits, see the article, Trustly Deposit Limits.
• You'll receive a security measures message if the transaction triggers a risk warning. To protect your account balance, the reduced amount is suggested.

While the suggested deposit amount significantly increases the likelihood of transaction success if acted upon quickly, it’s not a guarantee. Various factors, including real-time changes in your account status or other risk assessments, can influence the outcome.

The specific calculations used by the dynamic balance and risk checks to determine the amount are part of our internal risk management strategy. Some of the factors reviewed to make the determination include: recent transactions, current balances, and any pre-set limits set on the bank or merchant platform.

• 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.

Trustly works with most banks and financial institutions in the US and more than 12,000 financial institutions globally, with more being added on a regular basis. The most frequently used banks are listed in this article. 

IMPORTANT: Bank availability can vary from merchant to merchant. To determine if your bank is available for use with a merchant, please review the available bank list within your merchant app or website.

US Banks:

• Bank of America
• Capital One Bank
• Chase Bank
• Citibank
• Citizens Bank
• Fifth Third Bank
• Huntington Bank
• Keybank
• M&T Bank
• Navy Federal Bank
• PNC Bank
• Regions Bank
• Santander Bank (US)
• TD Bank
• Truist Bank
• U.S. Bank
• USAA Bank
• Wells Fargo

Canadian Banks:

• Bank of Montreal
• Canadian Imperial Bank of Commerce
• Desjardins Group
• Royal Bank of Canada
• Scotiabank
• Tangerine
• Toronto-Dominion

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:

• Prepaid account and prepaid cards are not eligible for use.
• You must have access to online banking using your personal banking credentials.
• Each merchant who offers Trustly as a payment option offers varying banks at their discretion and implementation level.

Trustly charges a non-sufficient funds (NSF) fee when we are unable to collect a payment. Though you may see the money in your e-wallet immediately, it takes 2-3 business days to withdraw from your bank account. To avoid incurring this fee, make sure you have enough money in your bank account until you see the transaction on your bank statement.

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.

Important Information:

• This block 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.
• You can only initiate or stop a block once within a 15 business day period.

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.

If you continue to experience errors, please contact our support team using the Contact us now button below.

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: Revoking your consent to share data with Trustly does not cancel transactions that are currently processing. This only prevents the sharing of data between Trustly and your bank going forward. By revoking your authorization, you will not be able to use Trustly on new transactions until you re-authorize this access within the merchant flow.

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
https://www.indebted.co/en-CA/contact

No. Using Trustly and the data exchange that occurs 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.

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.

Trustly captures two types of transactions in the Consumer Portal: payment and data transactions.

• Payment transactions appear with a dollar amount
• 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.

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. Follow the onscreen instructions and enter your normal bank login credentials when prompted.
4. On the left side of the Home page, select Account Settings to view your account settings information, or Transactions to view your transaction data.

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 simple, private, and safe manner. 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.

• 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, ACH, or EFT network.

RTP transactions are virtually instant; whereas, transactions sent using ACH, or EFT in Canada, 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 you're still missing funds after ruling out standard processing delays, please contact our support team using the Contact us button below.

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.

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.
• Trustly does not support student or investment accounts at this time.
• Prepaid account and prepaid cards are not eligible for use.

• 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)

In many cases, the withdrawal process is instant as we use the Real Time Processing (RTP) network to process these transactions whenever possible. When RTP is unavailable, we use the standard Automated Clearing House (ACH) network. ACH transactions take 2 to 3 business days to appear in your account. The method used for your withdrawal depends on the configuration at your merchant, your bank, or both. Please keep in mind that holidays and weekends affect processing times.

If you have additional questions about your withdrawal, review the related articles, or contact our support team using the Contact us button below.

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.

• 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.