I received a message about a delayed payment

If you see a message saying Potential Transfer Delays, with the option to Continue, it means the bank transfer has not been processed yet.

This can happen for two reasons:

• Your bank does not support instant transfers.
• The merchant has reached a transfer limit. Trustly cannot see or confirm the merchant's limit.

What you can do

You can choose to Continue with the payment or Cancel it.

If you choose Continue

Allow up to 48 hours for the payment to reach the merchant. Saturdays, Sundays, and any days the banks are closed in your country are not counted.

You do not need to contact Trustly while you wait. Most payments are completed within this time.

If you choose Cancel

The bank transfer will not be processed and the payment will not go through.

If the payment has not arrived after 48 hours

If you chose Continue and the money has not reached the merchant after 48 hours, contact Trustly through the contact page and provide proof of payment.

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.