I paid, but did not receive my order, booking, or ticket

This article is for you if money was taken from your bank account, but you did not receive your order, booking, ticket, deposit, top-up, or confirmation.

If an error appeared on the Trustly payment page before you returned to the merchant’s website or app, read related article "My payment failed, but money was taken from my bank account".

I saw an error after returning to the merchant’s website or app

The payment may have been completed, but the merchant did not complete your order, booking, ticket, deposit, or top-up due to a technical issue on their side.

Contact the merchant and ask if the payment was received.

• If the merchant confirms the payment, the payment was completed and the merchant will need to resolve the missing order, booking, ticket, deposit, top-up, or confirmation.
• If the merchant cannot find the payment, contact Trustly through the contact page and provide proof of payment.

Do not make the payment again until the merchant confirms what happened to the first payment.

I did not see an error

If money was taken from your bank account, but you did not see an error or receive a confirmation, the payment may still be on its way to the merchant.

This can happen because:

• Your bank cannot send the payment instantly and sends it as a standard bank transfer instead.
• The merchant may have reached its transfer limits.

Trustly cannot check or confirm the merchant’s payment limit.

Please allow up to 2 banking days for the payment to reach the merchant, starting from the date the money was taken from your bank account. Banking days do not include weekends or public holidays.

You do not need to contact the merchant or Trustly before 2 banking days have passed.

What should I do after 2 banking days?

If the merchant did not provide confirmation after 2 banking days, contact the merchant and ask if the payment was received.

Do not make the payment again while you are waiting.

• If the merchant confirms the payment, the payment was completed and the merchant will need to resolve the missing order, booking, ticket, deposit, top-up, or confirmation.
• If the merchant cannot find the payment, contact Trustly through the contact page and provide proof of payment.

When you contact Trustly, include proof of payment that shows:

• Your full name
• The account number and bank number, or IBAN, you paid from
• The account number and bank number, or IBAN, you paid to
• The payment date
• The payment amount
• The payment reference or message, if available

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