Trustly complaint?

Do you have a dispute or a bad customer experience with Trustly? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Trustly customer service works through its website rather than by phone. For a payment made in the UK or Europe, use the Trustly support contact form and its Transaction Lookup Tool, which finds a payment and shows its status; Trustly says its European team works seven days a week. For a payment made in the US or Canada, start with the SmartBot on Trustly's US help centre, which can pass you to a callback, live chat, text or email. A formal complaint can also go to the complaints email address shown in the contact details above.

For an order, deposit, withdrawal or refund, Trustly asks you to contact the merchant first, because Trustly is neither the seller nor your bank. Have the merchant's name, the amount, the date and the bank account used ready.

Payment through Trustly you want to dispute? Start your complaint here and we push it out to Trustly by email, social media, printed letters and every other tool at our disposal.

Trustly Group AB on a bank statement is a pay-by-bank payment to an online merchant that uses Trustly, the Swedish payment provider: Trustly's help centre says your bank statement might show Trustly Group AB instead of the name of the merchant. Money can also arrive from Trustly Group AB, as a withdrawal, a payout or a returned payment. Trustly UK Limited is Trustly's company for payments in the UK, and Trustly, Inc. handles payments in the US.

To find the merchant, compare the amount and date with your email receipts and with the account history at sites where you pay by bank, such as shops, travel sites or betting sites. Trustly's Transaction Lookup Tool can also find the payment. In the US, a payment taken again after the account was short of funds may be labelled Retry on the bank statement.

Trustly is a pay-by-bank provider founded in Stockholm in 2008, and checking a Trustly payment means checking two parties: Trustly and the merchant you are paying. For Trustly, its website names the company behind each market (Trustly Group AB in Sweden, Trustly UK Limited in the UK, Trustly, Inc. in the US and Trustly Canada, Inc. in Canada), and its US site lists the state licences Trustly, Inc. holds. For the merchant, check that the checkout is on the merchant's own site, that the site shows a company name and contact details, and, for a betting site, that it holds a licence for your country.

With Trustly you approve the payment in your own online banking, so read the amount and the payee on that screen before you confirm. Keep the merchant's order or deposit reference until the payment has settled.

Yes: in the UK, the Financial Ombudsman Service may be able to consider complaints from UK users about Trustly UK Limited, the company behind Trustly's UK payment services, while a problem with the goods, booking or deposit itself belongs with the merchant. The Financial Ombudsman Service generally expects Trustly to have had the chance to put things right first, so keep a record of every contact with Trustly and with the merchant.

Payment or withdrawal you want to contest? Bring it through our complaint process: our trained AI opens a case for you and keeps coaching on what to send Trustly and the merchant next.

Be careful. Trustly says it never asks for your online banking login by email, and it names links to verify your account or confirm a payment, spelling mistakes and threats to close your account as signs of phishing. A notice about a failed payment can be genuine, so check that the sender address really belongs to Trustly first.

Nothing has been reported about Trustly here yet. Our research shows what typically goes wrong at pay-by-bank payment providers: payments under the provider's name that people cannot match to a merchant, deposits that leave the bank but do not show up on the merchant's side, withdrawals and refunds from betting or shopping sites that are slow to arrive, payments retried after an account was short of funds, and disputes where the merchant, the payment provider and the bank each point at the other.

Seen Trustly Group AB on your statement next to a deposit the merchant does not show? Be the first to report it: your case becomes the record other consumers check when the same line appears on their own statement.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Trustly through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Trustly can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.