My payment failed, but money was taken from my bank account

This article is for you if an error appeared on the Trustly payment page before you returned to the merchant’s website or app, and money was taken from your bank account.

If the error appeared after you returned to the merchant’s website or app, read related article "I paid, but did not receive my order, booking, or ticket".

In this situation, the payment was not completed and the money will be returned automatically to the same bank account you used for the payment.

Allow up to 5 banking days for the money to be returned, starting from the date it was taken from your bank account. Banking days do not include weekends or public holidays.

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

Why was money taken if the payment failed?

After you approved the payment on your bank’s website or app, a technical problem stopped Trustly from completing it.

Because the payment was already approved, money was taken from your bank account.

The money will be returned automatically after it reaches Trustly’s bank account.

How long does it take for the money to reach Trustly’s bank account?

Most bank transfers reach Trustly immediately.

In some cases, it can take up to 2 banking days.

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 for the payment. The return may appear as Trustly Group AB.

Can I try the payment again?

Yes. You can start a new payment from the merchant’s website or app.

The new payment is separate from the failed payment. The money from the failed payment will still be returned automatically.

Be aware that money may temporarily be taken from your bank account for both payment attempts while the first payment is being returned.

If the new payment also fails, do not keep trying. Take a screenshot of the full error page before you close it and contact Trustly through the contact page.

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

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 paid from
• The account number and bank number, or IBAN, you paid to
• The payment date
• The payment amount
• The payment reference or message, if available

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