My payment failed and no money was taken

If no money was taken from your bank account, the payment did not complete.

Why did my payment fail?

Your payment may have failed because:

• You closed the payment page.
• You did not complete the payment in time.
• You did not approve the payment.
• You opened more than one payment at the same time.
• Your bank was temporarily unavailable.
• You did not complete the identity check.
• Trustly had a technical problem.

You may see an error message on the Trustly payment page that explains what went wrong.

What should I do?

Use the step below that matches what happened and try the payment again once:

• If you closed the payment page, start a new payment from the merchant’s website or app.
• If you did not complete the payment in time, start a new payment from the merchant’s website or app.
• If you did not approve the payment, start again and approve the payment on your bank’s website or app.
• If you opened more than one payment, close all Trustly payment pages and start again.
• If your bank was unavailable, wait a few minutes and try again.
• If you did not complete the identity check, start again and complete all the steps shown.
• If the error message says there was a technical problem, wait a few minutes and try again once.

If you see an error message with instructions, follow the instructions in the message.

What should I do if the payment fails again?

Take a screenshot of the full error page before you close it.

The screenshot contains a reference number that helps Trustly find your payment attempt.

Contact Trustly through the contact page and include:

• A screenshot of the full error page
• The date and time of the payment attempt
• The name of the merchant you were paying
• Your bank name

Do not crop or hide the reference number shown on the error page.

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