About Trustly

Find your answers to the question regarding Trustly and what we do.

Withdrawals

Usually the withdrawal process is instant, but the processing time can be 2 bank days depending on the merchant and on your bank. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends. Please check with the merchant for clarification.
If you notice a delay in your withdrawal, it could be due to the different handling times between banks. We recommend that you contact the merchant to check their withdrawal process.
Trustly’s service is only available for use with private accounts, please make sure that the account you are using is private and not a business nor a savings account.
There may be a couple of reasons as to why you have not received your withdrawal instantly. This could be due to the different handling times between banks or scheduled maintenance within the bank. It is possible that the funds were sent to your bank account, but they were rejected by your bank. This may be due to a restriction or limitation placed on your account.

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.
There are a couple of reasons as to why you may not have received your payout instantly. This could be due to the different handling times between banks or scheduled maintenance within the bank. It is possible that a bounce back may have occurred, meaning that the funds were sent to your bank account, but they were rejected by your bank. This may be due to a restriction or limitation placed on your account.
We recommend you contact the merchant to check their payout process.
 
Trustly is an intermediary between you and PayPal. This means that we process your refund once it is confirmed by PayPal.  Rest assured the funds will be sent to your bank account, although the transaction description in PayPal may say that your funds have been transferred to Trustly Group AB. This process may take 1-2 bank days, however it can take a bit longer due to public holidays and weekends.
Trustly is not able to cancel a withdrawal once it has been initiated, as it is automatic.

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!