Who can use the Trustly SmartBot?

The Trustly SmartBot is available online to both customers and merchants.

Escalation requests ("I need to contact support.") can be initiated by anyone, including non-Trustly users.

Bank Availability questions ("Do you work with my bank?") can be asked by anyone, including non-Trustly users.

Transaction questions ("Where is my money?"/"Why was I declined?") are restricted to consumers who:

• Are verified through an OTP and the last four digits of their bank account.
• Have never attempted to use any of the following merchants:
  • AT&T
  • eBay
  • Meta (Facebook)
  • MoneyGram
  • T-Mobile
    Due to contractual obligations, users of the above merchants will be unable to resolve the OTP verification, and thus cannot progress with the SmartBot.