What is a "Proof of Payment" and why do you need it?

A Proof of Payment is a document from your bank that shows a payment's transaction details.

Trustly Support may ask you to provide a bank Proof of Payment when working to locate or verify a transaction in our system. The bank Proof of Payment needs to be received before we are able to provide any information or details about the payment.

Bank Proof of Payment can be submitted as either a picture (PNG or JPEG) or a PDF file, and can be attached to your reply to the request from the support team.

A valid bank Proof of Payment should contain the following details:

• Name of account holder
• Amount
• Datestamp
• Sending bank account number
• Receiving bank account number
• Reference number (usually 10 digits)

If you do not know how to find your bank Proof of Payment, please contact your financial institution for assistance.