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 provide one to help locate or verify a payment linked to your case.

What the document must show

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

Accepted documents include a bank statement, a payment confirmation, or a transfer receipt. Any of these is fine as long as all the details above are visible.

What format to use

You can send your proof of payment as:

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

Attach the file when you contact Trustly.

Before you send your document

Before you send your proof of payment, check that:

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

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

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 includes the details listed above.

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.