What is a proof of payment?

A proof of payment is a document that confirms a payment was made and shows the details of that payment. Trustly may ask you to send one to help locate or verify a payment linked to your case.

What your proof of payment must show

Trustly accepts a bank statement, a payment confirmation, or a transfer receipt.

Whichever of these you send, it must show:

• 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

It must also show the reference number or payment message, if your document includes one.

An IBAN is the international number that identifies a bank account.

How to find your proof of payment

You can usually find your proof of payment in your banking app or on your bank's website. Open the relevant payment and look for an option to download or save the payment confirmation or receipt.

If you cannot find the document, contact your bank and ask for a payment confirmation that shows the details listed above.

Check and send your document

Before you send your proof of payment, check that:

• all the required details listed above are visible
• the text is clear and easy to read
• the full document or screenshot is included

Send it as one of these:

• a PDF document
• a screenshot or photo in PNG or JPEG format

Attach the file when you contact Trustly.

If any details are missing or unreadable, Trustly may ask you for a new document.

What happens after you send it

Once Trustly receives your proof of payment, Trustly will use it to locate or verify the payment and move your case forward.

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