Hi, how can we help?

Usually, this process is instant. However, sometimes it can take up to two bank days for the money to reach your bank account.

Most withdrawals through Trustly happen instantly. If it hasn't happened instantly, reach out to the business you've actioned the withdrawal from.

At Trustly, we don't issue receipts or confirmation emails. As a payment method, we faciliate the movement of money and don't hold on to funds.

Only the seller can provide you with this as they are the one receiving the money. If you'd like a receipt, that can be arranged by reaching out to the seller.

Can I cancel my Direct Debit or automatic payment?

Rest assured. Some transactions may take up to two bank days for the funds to reach your Paypal account.

This rarely happens, but if it does we apologise for the inconvenience. The best and quickest way to find out what happened is to contact the intended recipient’s customer support. If money has been deducted from your bank account, wait at least two bank days for the transaction to complete. If not, you’ll likely be refunded.

If you'd like to request a refund, please reach out to the business you made a purchase with.

As Trustly is a payment method, we transfer money directly and don't hold any funds. Trustly has no right of disposal of any funds linked to any other online business.

Unsure of the ‘who’ and ‘what for’ of a payment you made with Trustly? No problem.

Use our Payment Lookup Tool for payments made in Sweden, Finland or the UK. Simply fill in the necessary details like the date stamp, amount, bank account number/sort code (or IBAN) and reference. It’ll show you the recipient of your payment, allowing you to get in touch with them for any additional information if needed

To follow up on a payment made in other countries, please contact our Support and we’ll gladly look into it further.

We highly recommend that you never do the following:

- Sign a Trustly transaction you have not initiated yourself.
- Share usernames, passwords or sensitive banking details over phone or email.
- Download software or apps to your computer or phone when asked by someone via phone or email
- Click links or open attachments from untrusted, unknown sources.

Always check who the sender of a message or email is. If a friend has contacted you asking you to transfer money, confirm that it really is them asking.

Contact your bank immediately if you suspect you may have fallen victim to fraud. After the bank has notified Trusty, together we can hopefully retrieve your money. You should also report the issue to local police, and if possible, the merchant where your payment has been sent.

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

Yes, Trustly is safe to use. We use the highest encryption standard available in addition to your bank’s security system, and host data on GDPR-compliant servers. We never store any information that can be used to access your bank account. For Trustly’s licencing details, please scroll to the bottom of the page.

Trustly works closely with banks, our merchants and relevant authorities to mitigate and potentially reverse fraudulent activity.

Certainly. Just fill out our contact form, attach proof of payment and a copy of the email you received and we can help identify which business you have the Direct Debit payments with.

Deposits are usually completed instantly. But in some cases, it may take up to two bank days for your deposit to reach the recipient. Bear in mind that this does not include weekends and public holidays.

This is likely due to an amount limit that’s been exceeded. If the business you’re paying has set a maximum transaction amount, then anything above that could cause some delay. Rest assured that your payment will still go through, but could take up to two bank days to clear.

It is not possible for us to handle payments linked to your business account. You may only make transactions from a personal bank account.

It offers you a hassle-free way to make recurring payments for things like subscriptions, paying off loans, insurance premiums, etc. You will be notified before each upcoming payment with the amount and reference number included. Remember that Trustly does not hold any funds and to contact the business you’re transacting for queries about future payments or cancellation.

It can either be a distinct transaction or followed up by an instant payment as part of the same order. Signup is always done on the business’s website with whom you are purchasing from. The steps are usually as follows, but may sometimes vary:

1. Select your bank
2. Verify identity
3. Authenticate with your preferred method
4. Select account (this service does not support business or saving accounts)
5. In case the signup is part of a deposit, authorise the instant payment.

Absolutely.
The best and fastest way is to contact the business you are paying on a set basis and ask them to cancel your Direct Debit. If you face any problems with that, you're welcome to reach out to us through our contact form. Once you've cancelled a Direct Debit, it will disappear from your online bank records.

Trustly is a payment option integrated in the checkout of an online business. Simply select Trustly and follow a few simple steps namely:

-Selecting bank
-Choosing account (personal, not business)
-Confirm with preferred method

At Trustly, we don't issue receipts or confirmation emails. As a payment method, we faciliate the movement of money and don't hold on to funds.

Only the seller can provide you with this as they are the one receiving the money. If you'd like a receipt, that can be arranged by reaching out to the seller.

This rarely happens, but if it does we apologise for the inconvenience. The best and quickest way to find out what happened is to contact the intended recipient’s customer support. If money has been deducted from your bank account, wait at least two bank days for the transaction to complete. If not, you’ll likely be refunded.

If you'd like to request a refund, please reach out to the business you made a purchase with.

As Trustly is a payment method, we transfer money directly and don't hold any funds. Trustly has no right of disposal of any funds linked to any other online business.

Please reach out to us through our contact form and provide us with the 10-digit ID (to be found on the checkout screen). We will handle it from there.

If you have made a manual transaction directly to Trustly (outside of the payment window), please contact our Consumer Support. To process your request, please provide a proof of payment by submitting a screenshot or a PDF document from your online bank. This document must include the following transaction details:

• Your full name
• Your bank account number
• Transaction amount
• Date of transaction
• Reference number (if any)
• Receiving bank account number

Upon receiving you inquiry, Trustly will initiate a refund back to your bank account.

Unsure of the ‘who’ and ‘what for’ of a payment you made with Trustly? No problem.

Use our Payment Lookup Tool for payments made in Sweden, Finland or the UK. Simply fill in the necessary details like the date stamp, amount, bank account number/sort code (or IBAN) and reference. It’ll show you the recipient of your payment, allowing you to get in touch with them for any additional information if needed.

To follow up on a payment made in other countries, please contact our Support and we’ll gladly look into it further.

Proof of payment is a document from your bank records showing details of a transaction. Usually, this includes:

-Name of account holder
-Amount-Datestamp
-Sending bank account number
-Receiving bank account number
-Reference number

Once you initially reach out to us through our contact form, attaching the proof of payment is ideal but optional. However, should a Support agent request this from you, simply get it from your bank and email it to them as a pdf, jpeg or png. This will help them verify your payment in our system.

At Trustly, we don't issue receipts or confirmation emails. As a payment method, we faciliate the movement of money and don't hold on to funds.

Only the seller can provide you with this as they are the one receiving the money. If you'd like a receipt, that can be arranged by reaching out to the seller.

If you'd like to request a refund, please reach out to the business you made a purchase with.As Trustly is a payment method, we transfer money directly and don't hold any funds. Trustly has no right of disposal of any funds linked to any other online business.

If you have made a manual transaction directly to Trustly (outside of the payment window), please contact our Consumer Support. To process your request, please provide a proof of payment by submitting a screenshot or a PDF document from your online bank. This document must include the following transaction details:

• Your full name
• Your bank account number
• Transaction amount
• Date of transaction
• Reference number (if any)
• Receiving bank account number

Upon receiving you inquiry, Trustly will initiate a refund back to your bank account.

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