It took to long time before you answered my question. And our side för kontakting Trustly, did not gave me a clear signal of accepting my message.. I also tried to kontakt you by my own mail, but I... See more
Company replied
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Review summary
Based on reviews, created with AI
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Based on these reviews
I bought a plane ticket but didn’t receive a confirmation email. I sent an email to the company but didn’t get a reply. I also called their customer service and had to wait on hold for over an hour... See more
Company replied
Too long time to answer. Transaction was denied without any reason. The denied transaction was registered at my bank making it difficult to make the transaction again thru my bank.
Company replied
To slow, having back question and the worst: my money has neither been wired to the enduser nor been reimbursed to my account. That’s a very unsatisfying condition. Once again I ask for an immediate r... See more
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Company details
Written by the company
Trustly makes it easy for consumers across Europe to pay online directly from their bank accounts. Using your familiar online banking login details, you can choose which account you wish to pay from and verify the purchase. Trustly is a licensed payment institution authorized and supervised by the Swedish Financial Supervisory Authority. It’s simple, safe and convenient for consumers and merchants alike.
Contact info
Rådmansgatan 40, 113 57, Stockholm, Sweden
- https://www.trustly.com/support
- trustly.com
2.6
Poor
3K reviews
Replied to 96% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
i would love to pay my bills directly
i would love to pay my bills directly
and not use "trustly"
now im afraid that trustly will take money from me without permission
December 11, 2025
Unprompted review
Reply from Trustly
Hi Mikko,
Thank you for reaching out and sharing your concern. We understand that feeling secure is paramount, and we want to assure you that using Trustly is safe and fully permission-based.
We are a licensed payment institution, and we never store your banking login details or take money without your explicit authorization for each transaction. To address your specific worry and ensure you have all the facts, please contact our dedicated support team with any transaction reference number you may have.
All the best, Trustly
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***WOW*** So this company handles your financials???
***WOW*** So, I want to put this bit of information out to not only the good people who read and follow my reviews but to all of you legitimate businesses, that have made the mistake of putting your financial trust into this company. I thought that they would have a better rating but judging by the actions from one employee, who calls herself Faiza, there is some serious issues ahead for this company. First and foremost let me direct you to my prior reviews of an online gambling scam known as The Money Factory, who like most online casinos, rely on Trustly to take care of their financial transactions and apparently redemptions, (As I was informed of today). The Money Factory has a history of non payment to winners on their platform as documented by the more than 3,500 reviews on them on just this site alone. I am one of those people. However, mine is a bit different as I have been harassed by 2 collection agencies now with multiple federal law violations against them from this case, who were sent after me due to the fact that The Money Factory partnered with Trustly, decided they did not want to pay me my winnings, citing initially per money factory that they were within their timeframe after 4 months to withhold winnings due to high volume. Today I received another harassing email from Trustly because the Consumer Complaint Bureau stepped in to assist and in retaliation for an unvalidated and bogus debt of $19.99 they say I owe when I paid to play at the casino. Now ladies and gentlemen I ask, HOW IN THE WORLD DO YOU GET TO PLAY, AND WIN AT A CASINO WITHOUT PAYING FOR IT? The solid fact that I won fair and square and 22 days later received the first harassing fdcpa violation in the first correspondence via Trustly and affiliates, from indebted. A collection agency. I was never not one time told about any alleged debt or given any chance to reconcile said debt prior to being sent to collections after only a few days?? Really?? Then right before the deadline for their own terms to pay (after being reassured by the money factory I would receive my redemption),I receive yet another collections email from a new agency stating that I owed a debt and would be reported to the credit bureau etc., etc., WITHOUT VALIDATION!! And as soon as they hit their deadline The money factory locked me out of my account and Mrs. Faiza sends me an email because the Consumer Complaint Bureau of the United States contacted Trustly about this issue and in retaliation/mixed with fear, she tells me that if I tell her the debt is valid, she will erase it. And stated that she had tried to contact me and even went so far as to pack, in the one email, two other emails from different dates that she Fabricated to cover her ass. Lady I am no idiot. And I worked for a very large and recognized collection agency for a decade. Please don't insult my intelligence. I very calmly told her that I would be forwarding these correspondence to the CFPB as well as to the Attorney Generals office in my state. This is something that needs to be addressed. This absurd, unprofessionalism displayed would be enough to make me sever ties if this company was put in charge of ANY financials at my institution. I will keep you all updated as this story unfolds.
December 10, 2025
Unprompted review
Reply from Trustly
Hi Shane, we take your feedback and the concerns you've raised very seriously. We can confirm that we have acknowledged your complaint and our team is already in direct communication with you to address these matters. To protect your privacy, we cannot discuss specific account details in a public forum, but we will continue to work with you through our ongoing correspondence.
All the best, Trustly.
Trustly is a scam
Trustly is a scam. I tried to set up an online payment method for a recurring bill from a merchant, using my bank account, and Trustly interfered with/intercepted the online process. The merchant told me they don't know who Trustly is and they do not do business with Trustly and they did not route my online transaction to Trustly. My bank said they don't know who Trustly is.
Trustly requiredthat I provide not only my bank routing number and account number in order to make online payments, but also my bank login information, my permission that they access my bank statements and my bank balance, and more.
I searched out online information about Trustly and I think they are anything but trustworthy. It appears that they have tried very hard to saturate/overwhelm the internet with positive stories about themselves. If you search long enough, however, you can find some real reviews showing how customers feel about their experiences with the company.
December 8, 2025
Unprompted review
Reply from Trustly
We understand your concerns and want to assure you that Trustly is a licensed payment institution, not a scam. We function as a secure bridge for merchants to accept bank payments, which is why our interface appears during the checkout process. When we ask for bank login details, it is strictly to establish a secure, encrypted connection to verify funds, we never store your credentials.
We are sorry for the confusion regarding the merchant's recognition of our brand. To help us clarify this specific transaction path, could you please contact our dedicated support team via our website's help center so we can investigate?
All the best, Trustly
Amount transferred is lost
Trustly transferred a large amount from my account which is not received by the merchant nor reimbursed. The contact center has not replied to any of my questions ever since Monday December 1st. This is not the behavior of a professional organisation. My preference would be to have contact to find a solution that will reimburse my payment asap.
December 1, 2025
Unprompted review
Reply from Trustly
Hi Wouter, We are truly sorry to hear about the distress and inconvenience this has caused you. It is unacceptable that you have been left without a clear response. We understand how frustrating it is when a payment is delayed. I see that our support team is currently investigating your case and preparing a refund. They will be reaching out via email very shortly with an update and confirmation of the next steps to ensure your payment is reimbursed as quickly as possible. We appreciate your patience as we work to resolve this.
All the best,
Trustly
UNTRUSTLY.COM ABSOLUTE LIARS
If I could give it nothing I would. What a crap service. Taken my money, nearly £2000 and cancelled the payment. Money's gone from my account though. No payment reference, no confirmation. Air lines use these fraudulent companies to save a few pennies. No response from either TRUSTLY or Air France. Should be called UNTRUSTLY. Absolute abhorrent service. Where's MY MONEY?????
December 3, 2025
Unprompted review
Reply from Trustly
Hi Jahanara, thank you for sharing your feedback. I am profoundly sorry to hear about the distress and financial uncertainty this situation has caused, especially concerning a large amount of nearly £2000. It is unacceptable that the funds left your account but the payment was cancelled without a reference. I can confirm that our support team is aware of your critical issue and will be looking into this and reaching out to you today to investigate the transaction. Please look out for an email from our team shortly.
All the best, Trustly
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Remember to be honest
August 5, 2025
Reply from Trustly
Hi Aiyln, thank you so much for your fantastic 5-star review! We are delighted to hear you had a great experience using our services. Providing a smooth, secure, and reliable payment process is always our top priority. We appreciate you taking the time to share your positive feedback!
Very safe indeed,
Very safe indeed,
Tried 4 times to withdraw a massive 7,20€ from Rabble and this required authentication from S-Pankki in Finland where the account where said 7,2€ were supposed to go. All went swimmingly after the first one and then could choose the account where said 7,2€ were supposed to go. After this came a second stage to verify my personality again through the exact same step, execept now a very informative error message appeared after doing the same identification process as in the previous step ; "Please try again later". I tried a second time, then removed all cookies and tried a third time, and as a final resort before giving up I restarted the phone and tried a fourth time. End result is that I still do not have the massive 7,2€ that I was trying to withdraw. Maybe you should hire someone who actually knows software,
November 18, 2025
Unprompted review
Reply from Trustly
Hi Veronkier, thank you for sharing your detailed feedback. I am very sorry to hear about the repeated failures and the frustrating "Please try again later" error you encountered while trying to withdraw the funds from Rabble. We understand that even for a small amount like €7.20, it is unacceptable when the reliable payment process fails. The double-authentication steps are part of our enhanced security and Open Banking protocols, but they should certainly not result in a continuous failure loop. To protect your data, we cannot discuss account-specific details here. Could you please contact our dedicated support team via the link on our website with the transaction attempt reference numbers so we can investigate the specific technical error with S-Pankki?
All the best, Trustly
So slow too slow shouldn’t need to be…
So slow too slow shouldn’t need to be waiting days for withdrawals to hit you bank account , if using this in gambling sites be aware it’s a long wait compared to card withdrawals which are instant.
November 17, 2025
Unprompted review
Reply from Trustly
Hi Gap, thank you for your feedback. I sincerely apologize that you have experienced slow withdrawal times, especially when comparing them to instant card withdrawals. We understand that waiting days for funds to reach your bank account is frustrating and not the reliable experience we aim for. While Trustly facilitates the instant transfer from the merchant, the final crediting time can depend on the processing speeds of the receiving bank, which affects the overall wait. To better investigate why your specific withdrawals were delayed, please contact our dedicated support team via the link on our website with your transaction reference numbers.
All the best, Trustly
Awfull service
I have ordered something but the payment is taking forever to go through which is not acceptable, the payment has been taken out of my account instantly but it has been over 10 hours and the company has not anything.
November 16, 2025
Unprompted review
Reply from Trustly
Hi Alfie, thank you for sharing your feedback. I sincerely apologize for the initial delay you experienced, where the payment was deducted instantly but took over 10 hours to reach the company. That certainly falls short of the fast and reliable service we aim to provide. I'm pleased to see from your communications with our team that this issue has since been resolved. Since you took the time to update us, we would be very grateful if you could consider updating your review to reflect the positive resolution and support you received, or let us know if there is anything else we can assist you with regarding this transaction.
All the best, Trustly
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They can't figure out my deposits so…
They can't figure out my deposits so they locked my account they're ridiculous I would never ever use them never ever
November 7, 2025
Unprompted review
Reply from Trustly
Hi Jay, thank you for sharing your feedback. I am very sorry to hear about the frustration and inconvenience caused by the issues with your deposits and the subsequent locking of your account. We understand how disruptive this can be, and we strive for every transaction to be reliable. Account restrictions are typically put in place as part of our security and protection protocols when we are unable to verify certain details. To help resolve this and get your account status clarified, please contact our dedicated support team via the link on our website with your transaction details. They can review your case privately and guide you through the necessary steps.
All the best, Trustly
Tried for 2 months to verify my banking…
Tried for 2 months to verify my banking details. They kept telling me there was a connection error but never once contacted my bank.
September 9, 2025
Unprompted review
Reply from Trustly
Hi Daryl, thank you for reaching out. I am truly sorry to hear that you have experienced such persistent difficulty trying to verify your banking details over the last two months. That is certainly not the reliable experience we aim to provide. We take the security and proper functioning of our connection processes very seriously. To protect your data, we cannot discuss specific issues here, but please contact our dedicated support team via the link on our website with any reference numbers or documentation you may have, so we can prioritize and investigate this specific connection error with your bank account.
All the best, Trustly
Trustly took my money from my account…
Trustly took my money from my account for my plane tickets but didn't pay them to Norweigan Airlines, so my flight tickets for my son's wedding are at the moment not valid. Trustly only has a computerized chat - which eventually connetcs you to a person who gives you an email adress. So here I am - waiting. Shall i even bother to go to the airport? Their comany's name should be Untrustly.
March 17, 2025
Unprompted review
Reply from Trustly
Hi Susanne, thank you for sharing your feedback. I am very sorry to hear about the stress and uncertainty this situation is causing, especially given the importance of your son's wedding. I can see from your case file that our support team has already investigated and provided you with transaction references. To protect your data, we cannot discuss account-specific details here, but I urge you to check your email for the detailed update containing the refund reference and the merchant's internal reference. Please use that information to contact Norwegian Airlines or Lastminute directly, as the funds were successfully sent to the merchant's side.
All the best,
Trustly
STILL NO REPLY OR REFUND
STILL NO REPLY OR REFUND! BEWARE!
On October 13th, I attempted to place an order via Trustly. During the checkout process, the screen froze — no order was confirmed, yet the payment was still taken from my account.
Despite providing Trustly’s payment reference number, I’ve been told repeatedly that Urban Outfitters cannot locate the payment. This situation has been extremely frustrating, and I feel as though I’ve been scammed.
I request an immediate response to this and a resolution to the issue. If this matter is not resolved promptly, I will be forced to consider legal action.
Urban Outfitters have said it’s down to yourselves to sort.
October 13, 2025
Unprompted review
Reply from Trustly
Hi Sarah, thank you for sharing your feedback and detailing your frustrating experience. I am very sorry that you are still waiting for a resolution and feel you have been scammed, especially since the payment was taken but the order failed. I understand your anger that Urban Outfitters cannot locate the funds. I can confirm that our support team has investigated your case and provided you with the internal reference to help Urban Outfitters find the payment, as the funds were successfully sent to them. Please follow up with Urban Outfitters using that reference. If they still cannot assist, please provide our support team with the requested proof (the screenshot) so we can continue the investigation and secure a resolution for you promptly.
All the best, Trustly
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3 stars, problems
2 payments, money withdrawn from bank, but payment failed to reach merchant;
I made two payments through Trustly 8 and 4 business days ago The money was withdrawn from my bank account, but the company I was paying, never received the funds.
I contacted my bank — they confirmed that for absolute sure the payment was completed from their side, but since I used Trustly, they told me to contact Trustly directly. I’ve reached out to Trustly, but so far I haven’t received a clear answer or refund. Neither my bank, nor the receiver has the money, so it must be with trustly for 8 business days and pending.
How can a company withdraw money, fail to deliver the payment, and then for 8 business days and ongoing, take no responsibility or action? This is unacceptable. I expected much better from a licensed payment provider.
I can’t recommend using Trustly at all.
Edit: I got reference numbers from trustly, but my merchant doesn´t find anything and states that he has got no payment. So now trustly says my money has to be with merchant, merchant says its with trustly. It seems nobody in Trustly is able to phone/write whatever with their b2b partners to clear the matter. So either their reference numbers are invented, or the merchant is a complete fraud. The merchant had no problems with other payment systems though...I am in the middle, lost 1.000€ that dissappeared in the air between the two...
Edit II: I got my money back and deposited after 2 weeks of fight, e-mails, and wasted time.
I will upgrade to three stars, but personally I will never use this service again because all those problems should not really appear in the first place...
October 29, 2025
Unprompted review
Reply from Trustly
Hi AR, thank you for providing such detailed feedback and for updating your review to 3 stars following the resolution. We are sincerely sorry that the initial experience was stressful and frustrating, involving a 14-day delay, multiple emails, and the complication of funds being stuck between parties. We aim for reliable and immediate transfers, and this protracted issue certainly falls short of our standards as a licensed payment provider. We are pleased that the matter is now resolved and your money has been returned and deposited successfully. We take your critical comments about the lack of seamless communication between Trustly and our B2B partners very seriously, and we are using this feedback to reinforce our commitment to better protection and service clarity in the future.
All the best, Trustly
I think that all works such well.
October 26, 2025
Reply from Trustly
We're happy to hear that things are working well for you. Thank you for your positive feedback and for taking the time to share.
Reply from Trustly
We're happy to hear that we could provide the assistance that you needed. Thank you for letting us know about your experience!
Reliability of Jeton
I appreciate the speed and precission with which all money transfers are conducted by Jeton.
October 16, 2025
Reply from Trustly
We're happy to hear that you appreciate the speed and precision of our money transfers. Thank you for sharing your positive experience with us!
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They are slow as tortoise
They are slow as tortoise. Haven’t found solution for a easy thing even after 1 month
October 15, 2025
Unprompted review
Reply from Trustly
Dear Zakir,
We are truly sorry for the significant delay and frustration you have experienced. While certain security and screening processes can be complex and require extra time, we understand that this wait has been far too long. To protect your privacy, we cannot discuss the specifics of your case here. We can see that you have already followed up with the correct team internally today.
All the best,
Trustly
1 star
1 star — Money withdrawn, but payment failed — no help
I made a payment through Trustly over a week ago. The money was withdrawn from my bank account, but the transaction shows as unsuccessful, and the company I was paying never received the funds.
I contacted my bank — they confirmed the money was sent, but since I used Trustly, they told me to contact Trustly directly. I’ve reached out to Trustly, but so far I haven’t received a clear answer or refund.
How can a company withdraw money, fail to deliver the payment, and then take no responsibility? This is unacceptable. I expected much better from a licensed payment provider. Until this is resolved, I can’t recommend using Trustly.
October 8, 2025
Unprompted review
Reply from Trustly
Dear Neo,
Thank you for your feedback, and we're very sorry to hear about the frustration and concern this situation has caused.
We can see from your case file that our support team has already emailed you to confirm that your payment was successfully sent to the merchant. Due to the merchant’s specific system limits, the payment was processed as a standard bank transfer, which can take a few business days to be credited by them.
To help the merchant locate your funds quickly, please provide them with the reference number we sent to you via email. If you need further assistance from us, please reply directly to that email, and our team will be happy to help.
All the best,
Trustly
Reply from Trustly
We're happy to hear that our assistance was helpful, quick, and easy for you. Thank you for sharing your fantastic feedback with us!
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