What should I do if the Trustly SmartBot can't look up my transaction?

If the Trustly SmartBot is having issues looking up your transaction, keep the following in mind:

• The SmartBot can only retrieve transactions from the past 365 days.
• It can only search within a one-week window. You may need to perform multiple searches if you are unsure of the exact timeframe.
• You may need to refine your timeframe to a shorter date range if there are a large number of transactions to look up. Alternatively, the bot will connect you with a support agent for further assistance.
• When setting your search dates, ensure that the year is input correctly.
• If you've provided specific merchant information, check that the name is correct and free of typos.

If these, or any other errors, persist, please contact our support team using the SmartBot or by clicking on the banner below.