I do not recognise a payment from Trustly Group AB

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

What you need to do depends on what your bank statement shows:

• If money left your bank account, read "Money you paid to Trustly Group AB" below.
• If money arrived in your bank account, read "Money you received from Trustly Group AB" below.

Money you paid to Trustly Group AB

A payment to Trustly Group AB that you do not recognise 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.

In most cases, you can identify the payment yourself. Check any of these:

• 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 platform you use

If you share your bank account with someone else, ask them whether they made the payment.

If you think someone made this payment without your permission

If you have checked and you believe someone else made this payment without your permission, read related article I have been a victim of fraud.

If you still cannot identify the payment

Contact Trustly through the contact page and include a proof of payment. This can be a bank statement, a payment confirmation, or a transfer receipt.

The document must show all of these:

• Your full name
• The IBAN you sent the payment from
• The IBAN the payment was sent to
• The date of the payment
• The amount of the payment
• The reference number or payment message, if your document shows one

Trustly uses this information to check the payment.

Money you received from Trustly Group AB

Money you receive from Trustly Group AB is usually one of these:

• A refund of money you sent directly to Trustly, which Trustly could not connect to an order
• Money that someone else sent to you through Trustly

In most cases, you can identify the money yourself. Check any of these:

• Whether you recently sent money directly to Trustly
• Whether the amount matches money you sent to Trustly earlier
• Whether you are expecting money from someone who pays with Trustly

If you share your bank account with someone else, ask them whether they are expecting this money.

If you still do not recognise the money you received

Return the full amount back to Trustly bank account.

To do this, make a bank transfer:

1. Send the money back to the same bank account it came from.
2. Use the same reference number shown on the incoming transaction.

Take the bank account details and the reference number from the incoming transaction in your own bank. Do not use bank account details or a reference number that someone sends you in an email, a message, or a phone call.