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Missing Funds

Missing Funds

I made a manual bank transfer directly to Trustly — what happens now?

I received a message about a delayed payment.

I don’t recognize a payment from “Trustly Group AB.”

I was charged twice for the same deposit.

My deposit failed, but the money was still deducted.

My deposit was successful, but the merchant hasn’t received the funds.

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Trustly Group AB (corporate identity number 556754-8655) is an authorized Swedish payment institution under the supervision of the Swedish Financial Supervisory Authority (Finansinspektionen). Trustly Group AB conducts payment services in accordance with the Swedish Payment Services Act (2010:751) and Directive (EU) 2015/2366 on payment services (PSD2) and can provide cross-border payment services within the EU/EEA. Trustly UK Limited is an Authorised Payment Institution and is regulated by the UK Financial Conduct Authority (FCA) under the Payment Services Regulations 2017 (Firm Reference Number: 1005703).

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