I sent money directly to Trustly by mistake

If you sent money directly to a Trustly bank account instead of starting the payment from the merchant’s website or app, the payment cannot be sent to the merchant.

This can happen if you:

• Selected Trustly as a saved recipient in your online bank or banking app
• Sent a manual bank transfer using bank account details from a previous Trustly payment
• Used an old or incorrect payment reference
• Sent the wrong amount
• Sent the same transfer more than once

Because the transfer was made outside the merchant’s website or app, Trustly cannot tell which merchant or order the money is for.

The money will be returned automatically to the same bank account you sent it from.

Allow up to 5 banking days for the money to be returned, starting from the date you sent it. Banking days do not include weekends or public holidays.

You do not need to contact Trustly before 5 banking days have passed.

How long does it take for the money to reach Trustly?

Most bank transfers reach Trustly straight away.

A regular bank transfer can take up to 2 banking days to reach Trustly. This can happen if your bank sends the money as a regular bank transfer instead of an instant bank transfer.

How long does the return take?

After the money reaches Trustly, it is returned automatically.

Most returns arrive within 3 banking days after the money reaches Trustly.

Check the bank account you used to send the money. The return may appear as Trustly Group AB.

How do I pay with Trustly?

Always start the payment from the merchant’s website or app.

1. Go to the merchant’s payment or deposit page.
2. Select Trustly as the payment method.
3. Follow the instructions on the screen.
4. Select your bank account and approve the payment.

This makes sure the payment is sent to the correct merchant and connected with your order, booking, ticket, deposit or top-up.

What should I do if the money has not returned?

If the money has not returned after 5 banking days, contact Trustly through the contact page.

Include proof of payment that shows:

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

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