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    Deposits

    The transaction left your bank account and didn’t reach the recipient?

    Find out more about transactions from your bank

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    Withdrawals

    Wondering about a payment to your bank? Here’s how to check and general info

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    Technical question

    Can’t submit a payment? Get help here

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    Since Trustly is not the receiving entity, we can not issue any receipts or official documents. Only the merchant can provide you with this 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.
     

    You can contact us by sending a request to our Consumer Support team via our contact form if you have any questions about our Privacy Policy or the handling of your personal data.
     

    Do you have an unknown Direct Debit transaction in your bank account? If you do not remember which merchant/company your recurring payments were set up for, kindly contact us via our contact form and attach your proof of payment showing the following details:

    • Name of the account holder
    • Amount
    • Date of transfer
    • Receiving account number
    • Sending account number
    • Reference number
     

    The instant deposit limit is set up by the merchant and determines the amount that can be instantly transferred through Trustly. This message means that you have exceeded their instant deposit limit and that the transaction won’t be instant. When this message is displayed in the checkout (pop up window), in most cases you can either proceed with the payment or cancel it. 

    We can’t remove or raise the limit, but you can still make a deposit. Deposits above the instant deposit limit can take up to 2 bank days to reach the merchant. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.

    For more information about the instant deposit limit, we recommend to follow up directly with the merchant.
     

    Every payment is given a unique ID number when you initiate a payment through our service in the Trustly payment window (checkout on the merchant’s website), which allows it to be linked automatically to the correct merchant.

    If a payment is manually made directly (outside of the payment window) to one of our collective bank accounts, no such unique ID number is given which is why it will not be linked to the intended merchant automatically.

    In this scenario, you need to contact the intended merchant for them to review the transaction internally and claim the funds to their balance.

    If you have initiated the transaction directly from your online bank and want it refunded, please reach out to us via our contact form and attach proof of payment so that we can help you out.

    A proper proof of payment should contain the information below:

    • Name of the account holder
    • Amount
    • Date of transfer
    • Receiving account number
    • Sending account number
    • Reference (if applicable)

    Keep in mind that unless you provide all the information above, it might not be possible for us to identify your payment. Once we have identified your payment, we will be able to send it back to your bank account.
     

    Usually the withdrawal process is instant, but the processing time can be 2 bank days depending on the merchant and on your bank. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.

    Please check with the merchant for clarification.
     

    Trustly partners with merchants across many different verticals including - but not limited to – travel and e-commerce. So, if you've made a purchase or a deposit through Trustly but can't remember what you bought, you need to contact the merchant/seller directly since we do not have access to their internal systems or customer data.

    If you are not sure to which merchant you paid, we'd be happy to look into it for you. Please submit your inquiry and attach a copy of the transaction details from your online bank via our contact form.
     

    Trustly is a payment method, a means to transfer your funds to the merchant where you have made a purchase. We don’t hold any funds; they are linked directly to the merchant. Trustly has no right of disposal of any 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.
     

    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 an online supplier who provides you with a product or service. Our product is versatile since it enables consumers and merchants to both send and receive funds. 

    You don’t have to register to use Trustly and we never store any personal information that can be used to access your bank account. 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 What is Trustly?
     

    A Proof of Payment is a document from your bank that is showing all the transaction details about your payment. If you have contacted Trustly Consumer Support and is asked to provide a Proof of Payment, this is the document requested. It needs to be either a picture or a PDF file that you attach in the email or directly in our contact form.

    The reason a Proof of Payment is required is to locate and verify a transaction in our system to be able to provide any details about the payment. Before the verification in completed, we will not be able to provide any kind of information about the transaction.

    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)

    Accepted formats are pdf, png and jpeg.

    If you do not know how to find your proof of payment, please contact your bank to get assistance.