How can we help?
How to submit questions
When using Trustly, there’s no need to register for an account. For payment enquiries, please consult the merchant who processed your payment.
Need more help?
If you weren’t able to be assisted, kindly request the ten-digit Trustly OrderID issued with your payment.
Please get in touch
Fill out the contact form, include the requested info, attach proof of payment and tell us about your issue.
Find your answers
The transaction left your bank account and didn’t reach the recipient?
Find out more about transactions from your bank
Wondering about a payment to your bank? Here’s how to check and general info
For one-click payments and recurring payments, learn more here
Can’t submit a payment? Get help here
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
• 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.