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Why does the system decide to decline a payment?
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NEW! The Trustly SmartBot is here to help, click the Get Help button to ask about your transaction declines.
Every time you make a payment to a merchant, our system does a quick security check. We look at several factors to decide if the payment can be approved.
- You have an unpaid debt. You may owe Trustly unpaid funds for a previous transaction.
- Login to the Consumer Portal, or contact our support team, to review or pay any owed amounts.
- There isn't enough money in your account. We check your available balance, including any payments you made in the last few days that haven't cleared yet.
- Add more funds or wait for your pending transaction to clear.
- Your account details don't match. The name, address, email and other personal information on your bank account must match the details on your merchant account exactly. If they are different, the system will stop the transaction to prevent fraud.
- Check your profile settings at both your bank and the merchant. Make sure the information is identical, then try again.
- The payment doesn't pass our security checks. We review other small details to ensure the transaction is safe for both you and the merchant.
- Wait at least 24 hours before trying again with the same account.
- Use a different bank account or financial institution to continue transacting immediately.
If your payment is declined for any of these reasons, one of the below messages is displayed for the failed transaction. If a decline occurs, the transaction is considered incomplete/failed and your account will not be charged.
Note: Some merchants use their own wording for these messages, so the reason you see on your screen might look a little different from the list below.
Note: You can also look up your transactions in the Consumer Portal.
Insufficient Funds
Transaction unsuccessful. We are unable to complete your transaction due to insufficient funds in your account. Please a) add funds to your account, b) Use another account at the same bank, c) Or, sign in to another bank
Security Controls
Message 1:
Security Alert: We detected some unusual activity and as a result this transaction was not completed. To protect consumers and merchants, Trustly employs risk mitigation and fraud prevention tools to spot suspicious activity. Please see Trustly’s FAQs for further clarification on Trustly’s risk decisioning process.
Message 2:
We detected some unusual activity and as a result, this transaction was not completed. Our decision included information we obtained from the consumer reporting agency listed below. The agency played no part in our decision other than providing us information about you and is unable to provide specific reasons why we declined the transaction. Under the Fair Credit Reporting Act, you have the right to know the information contained in your credit file and to dispute with the consumer reporting agency the accuracy or completeness of the information.
For questions concerning this process or for the status of a request you previously submitted, you may contact the MicroBilt Consumer Affairs Department at the toll-free number below. Contact details (Attn: Consumer Affairs Department | P.O. Box 440693, Kennesaw, GA 30160 | Phone: 855-673-7310 | Fax: Available Upon Request | Hours: Monday - Friday 8:30 AM - 5:00 PM ET)
Security Alert: We detected some unusual activity and as a result this transaction was not completed. To protect consumers and merchants, Trustly employs risk mitigation and fraud prevention tools to spot suspicious activity. Please see Trustly’s FAQs for further clarification on Trustly’s risk decisioning process.
Message 2:
We detected some unusual activity and as a result, this transaction was not completed. Our decision included information we obtained from the consumer reporting agency listed below. The agency played no part in our decision other than providing us information about you and is unable to provide specific reasons why we declined the transaction. Under the Fair Credit Reporting Act, you have the right to know the information contained in your credit file and to dispute with the consumer reporting agency the accuracy or completeness of the information.
For questions concerning this process or for the status of a request you previously submitted, you may contact the MicroBilt Consumer Affairs Department at the toll-free number below. Contact details (Attn: Consumer Affairs Department | P.O. Box 440693, Kennesaw, GA 30160 | Phone: 855-673-7310 | Fax: Available Upon Request | Hours: Monday - Friday 8:30 AM - 5:00 PM ET)
Unsupported Account Type
Invalid Account: To comply with Federal, state, or local regulations, Trustly does not currently support this type of account.
User Canceled
This transaction was canceled part way by you, your browser or your device.
Merchant Error
Transaction unsuccessful: We're sorry. The transaction could not be completed because of a technical error on the merchant's side.
Bank Error
Transaction unsuccessful: We're sorry. The transaction could not be completed because of a technical error on the bank's side.
Network Error
Transaction unsuccessful: We're sorry. The transaction could not be completed because of a technical error from the network.
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