Trustly Customer Service — Expert Guide for Consumers and Merchants

Overview and essential facts

Trustly was founded in 2008 and is headquartered in Stockholm, Sweden. It operates as a licensed Payment Institution under Swedish regulation and provides account-to-account payment solutions that bypass card rails. The company’s public website is trustly.com, which is the primary gateway for support, developer documentation, and merchant onboarding information.

Trustly’s product range includes instant bank payments, consumer-facing flows such as withdrawals and deposits, and merchant products like “Pay N Play” for gambling operators. The service is integrated into thousands of merchants’ flows globally and is compliant with European regulatory frameworks including PSD2 and Strong Customer Authentication (SCA) measures rolled out across 2019–2021.

How to contact Trustly customer service

Trustly does not publish a single public consumer phone line for transaction support; instead the company funnels support through dedicated online channels. For consumer issues (failed payment, refund request, transaction query) use Trustly’s support pages at trustly.com/support or the in-product help link presented at the payment page. These channels collect structured data so Trustly can route the case faster to the right team.

Merchants have a separate route: account managers and merchant support desks are available through the Trustly sales and operations teams. Merchant onboarding, settlement queries, technical integration questions and commercial negotiations are handled via the merchant portal or the merchant-facing contact information provided in the contract. If you are a merchant, use the contact details in your Merchant Agreement or the merchant portal rather than public consumer routes for SLA-grade responses.

What information to have ready before contacting support

• Transaction reference / Trustly transaction ID (from your receipt or merchant confirmation).
• Timestamp and timezone of the attempted payment (YYYY-MM-DD HH:MM), currency and amount.
• Merchant name and merchant reference number (order ID from the merchant site).
• Last 4 digits of the payer’s bank account and the bank name (for privacy reasons do not share full IBAN unless requested via secure channel).
• Screenshots of error messages, bank authentication screens, or returned error codes.

Typical response times and expected outcomes

Response times depend on channel and case type. Automated web-form acknowledgements are typically instant; initial human triage for consumer payment queries usually occurs within 24–72 hours. Merchant support SLAs are contract-specific—many commercial agreements stipulate first-response within 4–24 hours for production incidents and faster escalation for P1 outages.

Outcome timelines also depend on the underlying bank: a successful Trustly-authorized payment is normally instant and funds are transferred immediately to the merchant; refunds or reversals can take from the same day up to several business days (commonly 1–5 business days) because banks and clearing systems add latency. For disputes or chargebacks, timelines expand per the bank’s dispute process and can take weeks.

Technical and developer support

Trustly offers API-based integrations and hosted payment flows. Technical documentation and sandbox access are provided to merchants through their developer onboarding process. Common integration patterns include server-to-server API calls for initiating payments, webhook notifications for asynchronous event handling, and client-side hosted flows that keep the merchant’s PCI scope lower.

Developers should plan for edge cases: handle asynchronous webhooks idempotently, implement retries with exponential backoff, and surface clear error messaging to users when bank authentication fails. For SCA-compliant flows, ensure the customer’s browser and redirect/callback URIs are correctly configured to avoid failed authentication attempts. Use the developer portal linked from trustly.com to request sandbox credentials and example payloads during integration.

Common issues and practical troubleshooting checklist

• Authentication failures: verify that the customer is using the correct bank credentials and that the bank is supported for the chosen country/currency.
• Timeouts: check webhook delivery logs, confirm the merchant endpoint is reachable with valid TLS certificates, and ensure responses are fast (under 10 seconds recommended).
• Currency mismatch or routing errors: confirm the merchant and customer currencies align with the Trustly product being used; some flows do not support cross-currency auto-conversion.
• Duplicate transactions: inspect idempotency keys and transaction IDs; if duplicates occur, provide transaction references to Trustly support for reconciliation.
• Refunds and reversals: collect bank confirmation and transaction IDs; expect bank-side processing time and provide customers with estimated timelines (1–5 business days typical, but bank-dependent).

Escalations, disputes and regulatory complaints

If a consumer feels the merchant or Trustly mishandled a payment, begin with the merchant support contact and Trustly’s online support form to log the case. If the issue remains unresolved, escalate to Trustly’s formal complaints process via the merchant portal or the consumer support page; the company is required under EU rules to provide a complaints and dispute resolution path.

For unresolved complaints involving regulatory or legal concerns, consumers and merchants can approach the Swedish Financial Supervisory Authority (Finansinspektionen) or local financial ombudsman services in the operating jurisdiction. Keep all transaction references, timestamps and screenshots for any formal complaint—the regulator will require detailed evidence to act.

Pricing and commercial notes

Consumers typically do not pay fees to use Trustly; fees are negotiated with merchants and vary by volume, vertical and the product used (standard bank payment vs. value-added services like identity verification). Trustly’s commercial teams provide pricing based on monthly transaction volumes, average ticket size and settlement requirements. Example pricing models in the market often combine a fixed fee per transaction plus a percentage fee, but exact terms are bespoke.

Merchants evaluating Trustly should request a written fee schedule during commercial discussions and factor in chargeback handling, currency conversion costs (if applicable), and settlement cadence (daily/weekly) when modeling cash flow. For pilot projects, ask for sandbox terms and temporary test pricing to validate economics before full rollout.