How can I contact Trustly’s North American support advisors?

North American customers can get help or escalate to our support team as follows:
Note: If your bank is in the EU or outside North America, please visit the Trustly EU Help Center. 

1. Click on the Get Help button to launch the Trustly SmartBot.
2. Describe your issue in the chatbox. The Trustly SmartBot can provide immediate help with a variety of inquiries, such as:
   • Bank compatibility ("Is my bank supported?")
   • Withdrawal status ("Where is my money?")
   • Decline reasons ("Why did my transaction fail?")
3. Answer the verification questions:
   • Email OTP: Use the email connected to the bank account you're inquiring about. The bot will send a one-time password (OTP) to that email account for security purposes.
   • Last 4 digits of your bank account: Use the information for the bank account connected to the above email. This allows the bot to look up your transaction history and adds an extra security layer.
     Note: If you are unable to verify using the SmartBot, you can still escalate to the support team for assistance.
4. Answer any probing questions as necessary to help the SmartBot resolve your query.
5. If needed, you can escalate to a member of the North American support team as follows:
   1. Ask the SmartBot to escalate to our support team.
   2. Select your preferred contact method:
      • Phone (Callback): To ensure you never have to wait on hold, we don't have a direct inbound phone line. Instead, we use a fast Callback system.
        Wait time: Less than 5 minutes.
      • Live Chat: Connect with an advisor directly in the SmartBot.
        Wait time: Less than 5 minutes.
      • Text: Message an advisor from your mobile phone.
        Wait time: Less than 5 minutes.
      • Email: Send us a message for a detailed reply straight to your inbox.
        Response time: Less than 4 hours.
   3. Fill out and submit the contact form.