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.
Trustly is a digital payment provider which works as an intermediary between the customer 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 need further details about your withdrawal, we recommend you contact the merchant.
We recommend you contact the merchant to check their payout process.
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
113 57 Stockholm,
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.
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
• 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.
Find your answers to the question regarding Trustly and what we do.