hero-consumer-support-1920-at-2x

HelpCenter - How can we help?

Frequently asked questions (FAQ)

icon-product-deposits-currency-euro-dollar

Deposits

Are you missing a deposit or don’t recognise a charge? Here you'll find guidance and common questions about deposits with Trustly.

Learn more
icon-product-payout-money-atm

Withdrawals

Find guidance and learn how withdrawals and payouts work at Trustly.

Learn more
icon-product-oneclick-circle-pad-finger

Direct Debit

Do you have a Direct Debit in your bank account you don’t recognise or want to cancel a Direct Debit? Learn more and find guidance about Trustly’s Direct Debit Service here.

Learn more
technical-question-seo-search-settings

Technical question

Did you encounter an error in the Trustly Checkout? Here you will find guidance which steps you can take.

Learn more

Suggested Articles


There may be several reasons why you have not received your refund from your merchant yet.

Trustly is a digital payment provider which works as an intermediary between the consumer and the merchant. That means that we process transactions, we don't hold your funds, they are forwarded directly to your bank account from the merchant as soon as they initiate a refund in their system. 

Trustly is not in a position to initiate refunds nor can we cancel transactions. In case you wish for a refund or you would like to cancel the transaction, please contact the merchant directly.

When a refund is initiated by the merchant, it will be sent directly from the merchant back to your bank account, without stopping at Trustly. We do not hold your funds. The timeframe for this is according to the merchant's refund policy.

Please be aware that there might be internal delays with handling refund requests for merchants related to Travel due to increased demand. Please contact your Travel merchant for further information.

Please also note that any notification about the purchase, confirmation email, tickets etc. is purely associated with the merchant. Therefore, Trustly is not able to provide you with this.

If you have any questions or need further details about your refund, we recommend that you contact the merchant so they can help you.
 

Since Trustly is not the receiving entity, we can not issue any receipts or official documents. Only the merchant can provide you with this since the payment belongs to them. 

We are a digital payment provider — an intermediary between the consumer and the merchant. You have made a purchase directly from the merchant. If you need a receipt, please contact the merchant’s customer support.
 

You can contact us by sending a request to our Consumer Support team via our contact form if you have any questions about our Privacy Policy or the handling of your personal data.
 

Do you have an unknown Direct Debit transaction in your bank account? If you do not remember which merchant/company your recurring payments were set up for, kindly contact us via our contact form and attach your proof of payment showing the following details:

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

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 that the transaction won’t be instant. When this message is displayed in the checkout (pop up window), in most cases 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 can take up to 2 bank days to reach the merchant. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.

For more information about the instant deposit limit, we recommend to follow up directly with the merchant.
 

Every payment is given a unique ID number when you initiate a payment through our service in the Trustly payment window (checkout on the merchant’s website), which allows it to be linked automatically to the correct merchant.

If a payment is manually made directly (outside of the payment window) to one of our collective bank accounts, no such unique ID number is given which is why it will not be linked to the intended merchant automatically.

In this scenario, you need to contact the intended merchant for them to review the transaction internally and claim the funds to their balance.

If you have initiated the transaction directly from your online bank and want it refunded, please reach out to us via our contact form and attach proof of payment so that we can help you out.

A proper proof of payment should contain the information below:

• Name of the account holder
• Amount
• Date of transfer
• Receiving account number
• Sending account number
• Reference (if applicable)

Keep in mind that unless you provide all the information above, 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.
 

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.
 

Trustly partners with merchants across many different verticals including - but not limited to – travel and e-commerce. So, if you've made a purchase or a deposit through Trustly but can't remember what you bought, you need to contact the merchant/seller directly since we do not have access to their internal systems or customer data.

If you are not sure to which merchant you paid, we'd be happy to look into it for you. Please submit your inquiry and attach a copy of the transaction details from your online bank via our contact form.
 

Trustly is a payment method, a means to transfer your funds to the merchant where you have made a purchase. We don’t hold any funds; they are linked directly to the merchant. Trustly has no right of disposal of any funds linked to a merchant. 

If you need to request a refund, please contact the respective merchant directly with your proof of payment so that they can look into it for you.
 

Trustly is a digital payment provider that offers a bank-independent payment service that makes it possible for consumers to pay directly from their bank account in a fast, simple and secure way. We are a tool to execute payments from your online bank to an online supplier who provides you with a product or service. Our product is versatile since it enables consumers and merchants to both send and receive funds. 

You don’t have to register to use Trustly and we never store any personal information that can be used to access your bank account. Trustly uses the highest encryption standard available in addition to the bank’s security system.

You can learn more about the benefits of using Trustly under our page What is Trustly?
 

A Proof of Payment is a document from your bank that is showing all the transaction details about your payment. If you have contacted Trustly Consumer Support and is asked to provide a Proof of Payment, this is the document requested. It needs to be either a picture or a PDF file that you attach in the email or directly in our contact form.

The reason a Proof of Payment is required is to locate and verify a transaction in our system to be able to provide any details about the payment. Before the verification in completed, we will not be able to provide any kind of information about the transaction.

A valid Proof of Payment should contain the following details:

Name of account holder
Amount
Datestamp
Sending bank account number
Receiving bank account number
Reference number (usually 10 digits)

Accepted formats are pdf, png and jpeg.

If you do not know how to find your proof of payment, please contact your bank to get assistance.
 

Protecting against Fraud

Read more about security and fraud prevention at Trustly

hero-complaints-1920-at-2x