I do not recognise a payment from Trustly Group AB

If you see a payment from Trustly Group AB on your bank statement that you do not recognise, it is usually linked to a purchase, deposit, or account top-up you made through a website, app, or service that uses Trustly as its payment provider.

Trustly processes payments on behalf of many merchants. This is why your bank statement shows Trustly Group AB instead of the merchant name.

Check your recent activity first

In most cases, you can identify the payment yourself. Check the following:

• Your recent purchases, deposits, or account top-ups
• Your order history or payment history on any merchant accounts you use
• Your wallet balance or deposit history on any gaming or similar platforms
• If your bank account is shared, ask the other person with access whether they made the payment

If you still do not recognise the payment

If you have checked your recent activity and still cannot identify the payment, contact Trustly through the contact page.

When you contact Trustly, include proof of the payment. This can be a bank statement, a payment confirmation, or a transfer receipt.

The document must show:

• Your full name
• The IBAN (your bank account number) you sent the payment from
• The IBAN the payment was sent to
• The date of the payment
• The amount of the payment
• Any reference number or payment message, if shown

Trustly will use this information to check the payment and help you faster.