Tekniska frågor

Om du skulle stöta på några problem eller har några frågor om din betalning eller om betalningsprocessen, så kan du kontakta din handlare så att de kan undersöka betalningen internt. Om de inte kan hjälpa dig med din fråga så kan du kontakta oss genom vårt kontaktformulär och bifoga en skärmdump av betalningsfönstret där det 10 siffriga OrderID:t tydligt framgår.

Även om det är ovanligt, så kan det hända ibland. När det händer, så kontakta din handlares kundsupport så att de kan undersöka orsaken internt. 

Om några pengar har dragits från ditt bankkonto, så kommer betalningen att färdigställas inom 1-2 bank dagar, alternativt bli automatiskt återbetalad till ditt bankkonto inom ett par dagar - beroende på e-handlarens inställningar. Ha i åtanke att det i en del fall kan ta längre till beroende på helgdagar och högtider.

För ytterligare information om transaktionen, så rekommenderar vi att kontakta handlaren direkt.





1.1 The service is a bank-independent payment service supporting the execution of payment transactions from bank accounts in a number of banks in a selection of countries (the “Service”). The Service constitutes a tool which you (the "User") may use to (a) execute payments from your online bank in a swift, secure and simple manner to an online supplier providing you a product or service (the “Supplier”); (b) authenticating oneself towards a Supplier and/or register an account with the Supplier; and/or (c) receive a payment from the Supplier. The actions listed in (a) to (c) are hereinafter referred to as a “Transaction” and together the “Transactions”). The Service consists of an additional interface between the User and the interface of the User’s online bank designed specifically for the purposes of allowing the User to execute a swift and secure bank transfer in a user-friendly interface without any additional software or registration arrangements.

1.2 The Service is not offered by or affiliated with your bank. The Service is provided to you by Trustly Group AB (reg. no. 556754-8655), a Swedish licensed payment institution, ("Trustly"), through the Supplier. Please read these Terms and Conditions carefully. In case you do not accept the Terms and Conditions, do not proceed with the Transaction. By using the Service, you agree to these Terms and Conditions as applicable at the time of the Transaction. The Terms and Conditions may be revised from time to time without prior notice and the User must therefore ensure that the terms are reviewed in each case before proceeding with a Transaction. In the event of a change of the terms, the revised version will be labelled with a new version number.

1.3 Once the User has entered all required details into the various parts of the Trustly online interface and clicked “continue”, the User will be deemed to have expressly requested and authorised the Transaction to take place in accordance with these Terms and Conditions. The User acknowledges and agrees that its authorisation to the Transaction is received by Trustly immediately following the User's expressed request and the User further acknowledges and agrees that it cannot withdraw or revoke its authorisation after this time.

1.4 Depending on which payment products of Trustly the User use, additional terms and conditions may supplement these Terms and Conditions. In case of a contradiction between these Terms and Conditions and such special terms and conditions, the special terms and conditions shall prevail.


Any Transaction executed via the Service, with the use of personalised security credentials (codes/passwords etc.), shall be deemed to be carried out by the authorized owner of the account. The login information provided by you during the Transaction process will be collected and processed by Trustly. Trustly will forward the information, through the Service interface, to the corresponding interface of your online bank through a secure connection. All communication transferred when using the Service is encrypted and the secret login information of the User is only forwarded to the corresponding input-field of the selected bank but is never stored.


By using the Service in order to execute a Transaction, the User acknowledges that information about the User is collected from the User’s online bank and processed by Trustly in accordance with, and for the purposes, set out in the Privacy Policy.


4.1 To use the Service, the User must be of at least eighteen (18) years of age, or of such age as required by the Supplier, with capacity to enter into legally binding contracts and have the right to dispose of the assets available on the User’s online bank. The User hereby guarantees that these requirements are met. Moreover, the User guarantees that it shall not use the Service for any purpose that is in violation of its agreements with third parties or applicable law. The User is personally responsible for any and all such violations and acknowledges, by using the Service, that the use of the same does not result in any such violation.

4.2 When using the Service, the User personally carries through and completes all necessary steps for proceeding with a Transaction such as logging in to the online bank, selecting account from which to pay, and signing a payment transaction. The User will, consequently, have full control over the completion of a Transaction. However, for certain Transactions, the Service may have to independently take some measures that are necessary for the functionality of the Service and to enable the User’s request to execute a Transaction (such as automatically and temporarily alter or adjust a setting or feature that prohibits or delays a Transaction).


The User acknowledges that a payment conducted via the Service is transferred via general clearing systems, meaning it might in exceptional cases take up to three (3) Bank Days before funds from the Users are settled with the Supplier.


Trustly may have to suspend the Service to deal with technical changes or to update the Service to reflect changes in relevant laws and regulatory requirements.


7.1 Trustly is liable to the User for payment transactions executed through the Service to the extent set out in the Swedish Payment Services Act (as applicable from time to time). Unless required by mandatory law, Trustly shall in no case be liable to the User for any direct or indirect loss or damages incurred due to the use of the Service.

7.2 Your purchase of goods, services, digital content or otherwise from the Supplier will at all times be subject to the Supplier's terms and conditions and Trustly shall in no way be liable for the actions or inactions of the Supplier. Please ensure that you have reviewed and accepted the Supplier's terms and conditions before using the Service.


8.1 When executing a payment transaction through the Service, domestic or international payments may occur from time to time in which case a fee chargeable to the User's bank account may apply according to the terms of the agreement between the User and its bank. By using the Service, the User acknowledges that he or she is solely responsible for any and all fees applied by his or her bank when executing domestic or international payments transactions.

8.2 Trustly does not charge Users any fees for the provision of the Service via the Supplier.


9.1 If the User notice any indication of malfunction of the Service, the User shall notify Trustly promptly. Any questions or complaints relating to the Service shall be submitted to Trustly via the contact form on Trustly’s Support Center available at Customer Support page or sent to help@trustly.com. Users can also contact our Complaints Manager by sending a letter to the address below:

Trustly Group AB
To: Complaints Manager
Rådmansgatan 40, floor 5
113 57 Stockholm/Sweden

9.2 Trustly will respond to questions or complaints electronically and in English. However, the User has the right to request that a response shall be translated into the official language where the Service is offered.

9.3 Trustly follows Swedish Financial Supervisory Authority’s general guidelines on complaints management (FFFS 2002:23) and handles complaints in accordance with existing regulations.

9.4 For further information on how Trustly handles questions or complaints, please visit Customer Support page.


Trustly shall in no case be liable for any economic loss, delay or failure in performance to the extent such loss, delay or failure is caused by fire, flood, explosion, war, strike, embargo, governmental requirements, civil and military authority, data trespass, denial-of-service (DoS) attack, unlawful action of the User or any other cause beyond Trustly’s reasonable control.


Trustly unilaterally reserves the right to take appropriate measures, keep records of and suspend a Transaction of the User in the event of suspected criminal or illicit activity, imminent civil actions by third parties due to the providing of the Service or any other act or omission such as severe malfunction or misuse of the Service that might expose the User or Trustly to damage regardless of the nature of such potential damage.


The payment transactions executed by the User are subject to monitoring for the purposes of complying with applicable regulations regarding anti-money laundering and financing of terrorism. The policies and practices applied are constantly reviewed and may vary from time to time and depending of conditions pertaining to the User such as transaction patterns, geographical position etc. For the purposes of complying with applicable regulations, records may be kept and additional information may be requested from the User in order to establish matters such as identity, purpose of the payment transaction and origin of funds. By executing a payment transaction through the Service, the User commits to provide any and all such information as may be deemed necessary for these purposes and recognize that non-compliance with such request may result in refusal to complete the payment transaction of the User or other consequences as called for.


If any provision of these Terms and Conditions is found by any court or administrative body of competent jurisdiction to be invalid or unenforceable, such invalidity or unenforceability shall not affect the other provisions of these Terms and Conditions which shall remain in full force and effect. If any provision of these Terms and Conditions is so found to be invalid or unenforceable but would cease to be invalid or unenforceable if some part of the provision were deleted, the provision in question shall apply with such modification as may be necessary to make it valid and enforceable.


These Terms and Conditions shall be governed by the laws of Sweden subject to any mandatory provisions under the laws of the User’s country of residence. Disputes shall primarily be resolved by negotiations in good spirit between the parties following a claim being filed by the User after which Trustly shall consider the claim within thirty (30) days. If the parties are not able to reach an amicable agreement regarding the claim, the dispute shall be resolved in accordance with the rules of civil procedure.


Trustly Group AB (556754-8655)
Rådmansgatan 40, floor 5
113 57 Stockholm/Sweden
website: trustly.net
email: help@trustly.com

Supervised by the Swedish Financial Supervisory Authority
Box 7821
103 97 Stockholm
Email: finansinspektionen@fi.se
Phone: +46 8 408 980 00



Hittar du inte svaret på din fråga bland våra Vanliga Frågor (FAQ)? Har du förslag på hur vi kan bli bättre?
Kontakta oss genom att skicka ett e-mejl till oss via vårat kontaktformulär.

Vi värdesätter din feedback! 

Trustly Konsumentsupport erbjuder två olika kontaktkanaler - e-post samt telefon.

Du kan kontakta våran Konsumentsupport genom att skicka en förfrågan via vårt Kontaktformulär.

Du kan också ringa till Trustly Konsumentsupport via telefon på vardagar mellan 09:00 och 12:00 CET. Den här tjänsten är tillgänglig för allmän information och vägledning angående våran tjänst.

+44 20 3917 4826 - för support på Engelska
+46 8 446 831 33 - för support på Svenska

Notera att vi inte kan svara på några frågor angående transaktioner via telefon. Detta är för att skydda våra användares säkerhet.

Om du vill att vi ska undersöka en transaktion, förklara din förfrågan och förse oss med ett betalningsbevis eller en skärmdump från din internetbank.

Anledningen till att Trustly efterfrågar ett betalningsbevis är för att kunna lokalisera och verifiera din betalning i vårt system, för att vi ska kunna förse någon slags information eller detaljer om din betalning. Innan verifieringen är genomförd, kan vi inte förse några detaljer om din betalning.

Ett giltigt betalningsbevis ska innehålla följande information:

• Kontoinnehavarens namn
• Summa
• Datum
• Sändande kontonummer
• Mottagande kontonummer
• Referensnummer (vanligtvis 10 siffror)

Accepterade format är pdf, png och jpeg.

Notera att om du inte förser oss med ett betalningsbevis med alla kriterier från din bank kan vi inte förse dig med någon information om dina transaktion(er).

Vi tar klagomål på allvar. Trustly följer Finansinspektioners riktlinjer om klagomålshantering (FFFS 2002:23) och hanterar klagomål med rådande regelverk. 

Klagomål rör i första hand ett specifikt missnöje angående Trustlys service and hantering av specifika ärenden. 

Om du har ett klagomål, kan du hitta mer information om vårat klagomålshanterande samt också hitta kontaktinformation till våran Klagomålsavdelning här.