About Trustly

Find your answers to the question regarding Trustly and what we do.

hero-aboutus-v2-1920-at-2x

Withdrawals


Trustly is an intermediary between you and PayPal. This means that we process your refund once it is confirmed by PayPal.  Rest assured the funds will be sent to your bank account, although the transaction description in PayPal may say that your funds have been transferred to Trustly Group AB. This process may take 1-2 bank days, however it can take a bit longer due to public holidays and weekends.
 

Trustly’s service is only available for use with private accounts, please make sure that the account you are using is private and not a business nor a savings account.
 

There may be a couple of reasons as to why you have not received your withdrawal instantly. This could be due to the different handling times between banks or scheduled maintenance within the bank. It is possible that the funds were sent to your bank account, but they were rejected by your bank. This may be due to a restriction or limitation placed on your account.

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.

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

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.
 

Since the process is fully automatic, Trustly has no option to cancel an ongoing withdrawal. For more information about your withdrawal, we recommend to follow up with your merchant.
 

If you notice a delay in your withdrawal, it could be due to the different handling times between banks. Sometimes, a bank transfer may take up to 2 bank days. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.

If still you have funds missing after this time, please contact the merchant and request a Payout Receipt. With this Payout Receipt, you may contact your bank to see if the transfer has been delayed or stopped for any reason.

For further information, we recommend that you follow up with the merchant to check their withdrawal process.
 

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!