Although this is rare, it does happen on occasion. Please reach out to your merchants customer support for them to review the transaction attempt.
If funds were withdrawn from your bank account, the transaction will complete within 2 bank days or be refunded back to your bank account within a few days, depending on the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. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.
For further details about your transactions, we suggest that you contact the merchants customer support.
You can contact our Consumer Support through our contact form.
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 that includes all the following information:
• Name of the account holder
• Date of transfer
• Receiving account number
• Sending account number
• Reference number
Text that you have copied/pasted or written yourself is not accepted as proof of payment. Accepted formats are pdf, png, and jpeg.
If for some reason you are unable to reach Trustly Consumer Support through our contact form, we suggest you instead give us a call at +44 20 3917 4826, or +46 8 446 831 33 for support in Swedish, to get further instructions how to submit your inquiry.
Please note that we are not able to answer any questions regarding transactions over the phone. This to protect our user's safety.
The line is open weekdays from 09:00 to 12:00 CET.
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.
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