Why am I unable to get past the log in credentials or MFA prompts when attempting to access my bank for use with Trustly products?

Note: If you've forgotten your bank username or password, or if they don't seem to work, contact your bank for help.

If you can't log in to your account or pass the authentication prompts, review the following:

• With the large number of financial institutions, there are many with similar names. Verify that the financial institution option you selected is your bank, and not one with a similar name or acronym.
• Confirm that your merchant is compatible with the bank you've selected. For example, some merchants have specific versions of their apps for Canada and the US. If you're using the US version of an app, you won't be able to use a Canadian bank.
• Log in to your bank website and confirm that the following are correct:
  • Your username and password combination
  • Your bank account security question and answer combinations
  • The email address listed on your bank account
  • The phone number your bank has on file

If you continue to experience issues logging in to your account while attempting to use Trustly, Trustly Support can review your attempts to investigate which step of the login process is failing. Trustly Support cannot update any information held by your bank, however, such as your username, password, or contact information.