Deposits


There may be several reasons why you have not 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, we don't hold your funds, they are forwarded directly to your bank account from the merchant as soon as they initiate a refund in their system. 

Trustly is not in a position to initiate refunds nor can we cancel transactions. In case you wish for a refund or you would like to cancel the transaction, please contact the merchant directly.

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.

Please be aware that there might be internal delays with handling refund requests for 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 is not able to provide you with this.

If you have any questions or need further details about your refund, we recommend that you contact the merchant so they can help you.
 

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.
 

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.
 

Payments made through Trustly are usually completed instantly, but in rare cases it may take up to 2 bank days for the funds to reach the merchant. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends. 

If you encounter any issues, notice any delays or have any questions regarding your transaction, please contact the merchant’s customer support with a copy of the payment for them to review internally.
 

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 payment provider and our service does not require any registration — our users don’t have an account with Trustly. Our service works with instant bank transfers made through our payment checkout. Our share is entirely limited to the technical processing of the transaction. 

In order to transfer funds through Trustly, all you need to do is to select Trustly among the payment options in the merchant’s checkout and follow the simple steps.
 

Trustly do not support payments made using a business account. Deposits can only be made with personal accounts as our business is for use between merchants and consumers.
 

An instant deposit through Trustly is usually completed within minutes, however, in rare cases the transaction can take additional 1-2 bank days to complete. Keep in mind that sometimes it may take a bit longer due to public 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 online bank. They will be able to assist you right away and know who to contact if they are in need of further assistance. 

If for some reason the merchant is not able to assist you, you can contact us. Please describe your inquiry and attach a copy of the transaction details from your online bank via our contact form so that we can help you out.
 

PayPal top-ups made through Trustly are usually instant, but in rare cases the transaction may take up to 2 bank days for the funds to reach your PayPal account. Keep in mind that sometimes the transfer may take a bit longer due to public holidays and weekends.
 

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.
 

Our service doesn’t require any downloading or registration. Simply select Trustly among the payment options on the merchant’s website and then follow the next simple steps in the checkout (pop up):
  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 private as our service does not support business accounts.
  3. Confirm your payment with your preferred authentication method.

To use our service you need to have a private bank account that is eligible for bank transfers. Your available balance can’t be on credit by the bank and we also require the currency of your bank account to be in the local currency. 
 

Contact


If you would like us to investigate a transaction, please explain your inquiry and provide us with a Proof of Payment or a screenshot from your online banking. You may find the criterias on the specific contact form. You can also read more about why we require a Proof of Payment under “What is a proof of payment and why do Trustly need it?

Please note that if you do not provide us with a sufficient Proof of Payment from your bank, we can not disclose any information about your transaction(s). 

Trustly Consumer Support offers three different contact channels - Email, Phone and CallBack.

Email
You can contact our Consumer Support by email using our Contact Form

Call Back
If you would like us to call you back with information about your transaction, please submit your inquiry using our Call-Back form

Fill in all the required fields along with your time preference (CET), phone number (including your country code) and attach your Proof of Payment and we will call you back on the same day during your selected time slot after we have investigated your transaction. Please submit your Callback request at latest one (1) hour prior to the end of your selected time slot.

The Call Back feature is available on weekdays only. In case you submit your inquiry during a weekend, we will get back to you via email instead.

When we call you back, please have your Case Number easily accessible. The Case Number is an 8 digit number (starts with # 00) that will be stated in your email confirmation once you have submitted your inquiry. We will use this number to verify you along with your first- and last name. 

Please be aware that we do only offer the Call Back form for inquiries regarding specific transactions. For inquiries regarding several transactions, GDPR/Transaction History or PEP, we recommend using the contact form for email.

Phone
You can also call Trustly Consumer Support by Phone on weekdays between 09:00 and 12:00 CET. This line is available for general information and guidance about our service.

+44 20 3917 4826 - for support in English
+46 8 446 831 33 - for support in Swedish

Please note that we are not able to answer any questions regarding transactions over the phone unless you have submitted your inquiry previously using our Call Back form. This is to protect our user's safety.
 

We take complaints seriously. Trustly follows the Swedish Financial Supervisory Authority’s general guidelines on complaints management (FFFS 2002:23) and handles complaints in accordance with existing regulations.

Complaints refers primarily to specific discontent in an individual matter regarding the company's services.

If you have a complaint, you can find more information about our Complaint handling and also find the contact information to our Complaint Department here.
 

Can't find the answer to your questions in the FAQs? Have a suggestion as to how we can improve our service? Please use our contact form to let us know.

We value your feedback!
 

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