Protecting against fraud

If you believe you’ve been a victim of fraud, you should immediately contact your bank.

Do you have a general question about fraud and security at Trustly? Below are some frequently asked questions.

Security with Trustly

Yes, Trustly is safe to use. When paying with Trustly, we never store any information that can be used to access your bank account. Trustly uses the highest encryption standard available, in addition to your bank’s security system.

Trustly is a licensed payment institution authorized and supervised by the Swedish Financial Supervisory Authority. We hold a European Payment Services Provider (PSP) license in accordance with the Payment Services Directive (PSD, 2007/64/EC) and directive (EU) 2015/2366 on payment services (PSD2). 

Note: Trustly will never ask you for your banking login credentials, regardless of whether you have contacted us or whether we are investigating a transaction. If you inquire about a transaction with Trustly, we will however ask you to provide proof of payment to identify your transaction.

Reporting and Protecting Against Fraud

Trustly works closely with banks and authorities to combat fraud. If you’re concerned that you may have fallen victim to fraud while paying with Trustly, you should contact your bank as soon as possible. The bank will then contact Trustly and together we will do what we can to retrieve your money. You should also report the issue to your local police authorities, and if possible, the merchant where your payment has been sent.

Trustly works closely with banks, our merchants and relevant authorities to mitigate and potentially reverse fraudulent activity. Time is of the essence when it comes to stopping fraud, so if you believe you’ve been defrauded, contact your bank as soon as possible.

To protect yourself from fraud when paying online, here are some best practices:


  • Never sign a Trustly transaction if you have not initiated it yourself.
  • Never share personal details with anyone over the phone or over email. Personal details also include usernames, passwords or sensitive banking details. 
  • Never download any software or apps to your computer or mobile phone when asked by someone via phone or email, even if you think you are speaking to a trusted organization or authority. 
  • Never click links or open attachments if you are not absolutely confident that the sender can be trusted. 
  • Always carefully check who the sender of a message or email is, as fraudsters often attempt to imitate established brands. 
  • If a friend has contacted you asking you to transfer money, especially in an urgent or abnormal fashion, verify their identity by calling them or asking a personal question not available publicly.


For more information on protecting yourself from fraud, visit Interpol’s website.

If you can’t find the answer to your question here, contact us directly via this form and we’ll get back to you shortly.