I received a letter from Trustly confirming my address

Trustly may send you an address confirmation letter as part of its verification process when you enter your details after choosing Trustly as a payment method on a merchant’s website or app.

Receiving the letter does not open account or create any paid membership with Trustly.

I do not remember using Trustly

Trustly is a payment service used by online merchants and other service providers. You may remember the merchant or service but not recognise the name Trustly.

Trustly can be used to:

• Make a payment or deposit
• Register an account with a merchant
• Send money to another person or bank account
• Receive a withdrawal or payout from a merchant

For example, the letter may relate to a gaming deposit, a flight booking, another purchase, or a money transfer.

Check your recent activity around the date shown in the letter, including attempts that were cancelled or not completed.

You can check:

• Emails about orders, registrations, or payments
• Recent purchases, bookings, deposits, or top-ups
• Order and payment history on websites and apps
• Wallet, gaming, trading, or withdrawal history
• Whether another person used a shared bank account

The letter itself does not mean that a payment was completed or that money was taken from your bank account.

Was money taken from my bank account?

Check your bank account to see whether money was taken.

The letter may have been sent even if:

• You cancelled or did not finish the payment
• The payment failed or was declined

Trustly cannot process a payment unless it is approved through your bank or banking app.

Depending on your bank, you may approve the payment using a PIN, fingerprint, face recognition, or another security method provided by your bank.

I found a payment that I do not recognise

If you find a payment that you did not make or approve, or you were tricked into approving it, act as soon as possible:

1. Contact your bank immediately and explain what happened. Your bank can help protect your account and stop further unauthorised activity.
2. Report the fraud to the relevant authority in your country, such as your local police.
3. If you know which merchant received the payment, contact the merchant and explain what happened.

You do not need to contact Trustly. Your bank or merchant will contact Trustly if needed.

Trustly will work with your bank and the merchant to support the investigation. Whether the money can be recovered depends on the circumstances.

Do I need to do anything?

If you recognise the payment attempt related to the letter, you do not need to do anything.

You do not need to contact Trustly or reply to the letter.

Why did Trustly check my details?

Trustly may need to confirm that the personal details you provide are correct. This helps Trustly meet legal requirements and protect your information.