I was charged twice

If you were charged twice for the same deposit, the second payment will be returned automatically to the same bank account it was sent from. You do not need to do anything.

This can happen when a payment is submitted more than once. For example, if the bank connection was interrupted and the payment was retried.

How long will the refund take?

Allow up to 72 hours for the money to return to your bank account. Most refunds are returned within this time. 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. Check the bank account you used to make the payment. The refund may appear with the name Trustly Group AB.

If the money has not returned after 72 hours

If the money has not returned to your bank account after 72 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.