If your transaction did not go through, here are some possible solutions:
- Check your bank balance
Your bank account may not have enough money available right now. Even if your balance looks high enough, there may be "pending" payments from the last 2–4 days that haven't fully left your account yet.
The Fix: Add more money to your account or wait a few days for your other payments to clear, then try again. - Check for unpaid Trustly balances
If a past payment request was returned unpaid by your bank, you can't use Trustly until that balance is paid.
The Fix: Log in to the Consumer Portal to check for unpaid items, or contact Trustly Support to help you find and pay any outstanding balance. - Verify your account details
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.
The Fix: Check your profile settings at both your bank and the merchant. Make sure the information is identical, then try again. - Wait for security limits to reset
For your safety, there are limits on how much money you can send or how many payments you can make in a short time. You may have hit one of these limits. These limits vary from merchant to merchant.
The Fix: Wait at least 24 hours before trying again. In some cases, it may take up to 5 days for the limit to reset. - Try a different account or payment method
Sometimes a payment is declined due to past history or other security factors that we cannot share.
The Fix: You can try again later, but we suggest using a different bank account or payment method to finish this transaction today.
