I have not received my withdrawal or refund

If you are waiting for a withdrawal, a refund, or a transfer to your bank account processed through Trustly, here is what to expect.

How long does it take?

In most countries, payments arrive within 72 hours.

If you are based in the Czech Republic, Norway, or Romania, payments are processed as standard bank transfers and can take up to 3 working days. Saturdays, Sundays, and any days the banks are closed in your country are not counted.

In some cases, a payment that is normally instant may still take longer. This can happen if the bank processes it as a standard bank transfer instead of an instant transfer. This decision is made by the bank. Trustly is not able to control or prevent it.

If the money has not arrived

If the money has not arrived within 72 hours, contact the merchant first to confirm that the payment has been processed on their side. The merchant may not have initiated the payment yet, or a technical issue on the merchant's side may have prevented Trustly from receiving the payment request.

• If the merchant confirms the payment has not been processed yet, the merchant will be able to give you an update on when to expect it.
• If the merchant confirms the payment has been processed, contact Trustly through the contact page and provide proof of payment for the original deposit.

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.