When using Trustly, there’s no need to register for an account. For payment enquiries, please consult the merchant who processed it.

If you weren’t able to be assisted, kindly request the ten-digit Trustly OrderID issued with your payment.

Fill out the contact form, include the requested info, attach proof of payment and tell us about your issue.

Deposits

Trustly is a payment method, a means to transfer your funds to the merchant. We don’t hold your funds; they are forwarded directly to the merchant. If you need to request a refund, please contact the merchant directly with proof of payment so they can look into it for you. 

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 the transaction won’t be instant. When you see this message, 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 will take up to 2 bank days. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.
Trustly partners with merchants across many different verticals including - but not limited to – travel and e-commerce. So, if you’ve made a purchase through us but can’t remember what you bought, we’d be happy to look into it for you. Please submit a copy of the transaction details from your internet bank via our contact form.  
A transaction needs to be initiated through the payment window to transfer funds to the merchant. Transactions initiated directly from your online bank are sent directly to Trustly. 

If you have initiated a transaction from your online banking please reach out to us via our contact form and attach proof of payment from your Internet Banking so we can help you out.
A proper document should contain the information below:

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

Keep in mind that unless you provide the receiving bank account information, 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. 
PayPal top-ups made through Trustly are usually instant, but in rare cases it may take up to 2 bank days for the funds to reach your PayPal account. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.
Deposits can only be made with personal accounts as our business is for use between merchants and consumers.
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 notice any delays or have any questions regarding your transaction, please contact the merchant with a copy of the payment.
Trustly does not issue receipts as we are a digital payment provider — an intermediary between the customer and the merchant. You have made a purchase directly from the merchant. If you need a receipt, please contact the merchant directly.
Our service doesn’t require downloading or registration, simply select Trustly among the payment options on the merchant’s website and then follow the next simple steps:
1. Select your bank and log in as you normally do.
2. Choose the account from which you wish to pay.
3. Confirm your payment with your preferred authentication method.
 
Trustly is a payment provider and our service does not require registration — our users don’t have an account with Trustly. Our service works with instant bank transfers made through our payment window. 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.
The instant deposit limit is set up by the merchant and determines the amount that can be instantly transferred through Trustly. It is not set by Trustly nor your bank.

When the Instant Deposit Limit is reached, you will receive a message informing you that the transaction won’t be instant, and you can either continue or cancel the transaction.
If you proceed, the transfer will take 1-2 bank days. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.
An instant deposit through Trustly is usually completed within minutes, however, in some rare cases it 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’ve noticed a delay with your payment, please contact the merchant with a copy of your payment. They will be able to assist you right away. If for some reason the merchant can’t assist you, please submit a copy of the transaction from your internet bank via our contact form so that we can help you out.

Contact

We take complaints seriously. Trustly follows Swedish Financial Supervisory Authority’s general guidelines on complaints management (FFFS 2002:23) and handles complaints in accordance with existing regulations. Complaint refers primarily to specific discontent in an individual matter regarding the company's services.
If you have a complaint, you can contact our Complaints Manager through this contact form or send a letter to the address below:
Trustly Group AB
To: Complaints Manager
Rådmansgatan 40,
113 57 Stockholm,
Sweden
Please describe your matter as clearly as possible.
We aim to respond to your complaint as quickly as possible, normally within one week of receiving it. We will inform you if the matter requires additional time.
Trustly strives to resolve all complaints. If you are not satisfied with our decision, you can contact the National Board for Consumer Disputes (ARN) or a general court. You can use this website to identify and contact the out-of-court complaint scheme in your home country for further guidance and information.
You can also get advice and guidance on how to take your complaint further through Konsumenternas Bank- och Finansbyrå and your local consumer advisory service.
You can contact us through our contact form

If you would like us to investigate your transaction, please provide us with a proof of payment or a screenshot that includes the following information:

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

If for some reason you are unable to reach Trustly 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.

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

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