2 payments, money withdrawn from bank, but payment failed to reach merchant; I made two payments through Trustly 8 and 4 business days ago The money was withdrawn from my bank account, bu... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
yeah dont rape people for their money! i had $1400 in my bank account and because you all restricted my account that money was gone in two days bc of fees from three different companies thanksfor a s... See more
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
Company replied
No support, no info how Trustly processes work. No info on any restrictions. I recommend that the Serviceproviders will change Trustly to some other, more transparent co-operator in Money Transfe... See more
Company replied
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
2.7
Poor
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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.
17 November 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.
16 November 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
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
7 November 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.
9 September 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.
17 March 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.
13 October 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
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...
29 October 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.
26 October 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.
16 October 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!
They are slow as tortoise
They are slow as tortoise. Haven’t found solution for a easy thing even after 1 month
15 October 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.
8 October 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!
Did not expected that problem will be…
Did not expected that problem will be solved so fast and so easy. I am very satisfied.
9 October 2025
Reply from Trustly
We're happy to hear that the issue was resolved quickly and easily. We appreciate your satisfaction and thank you for sharing your positive experience!
Reply from Trustly
We're happy to hear that we provided a quick answer and helped you find what you needed. We appreciate your positive feedback!
Reply from Trustly
We're happy to hear that you had a positive experience. Thank you for your feedback; we appreciate it very much.
slow and unprofesssional 'service'
slow, inefficient and unprofessional 'service'. endless auto-messages. refund eventually into my account with a NOK 300 deduction without explanation. insignificant amount, but significant lack of courtesy and total disregard for customer respect. in short : disgusting attitude from Trustly. to my friends: stay far away from Trustly
27 September 2025
Unprompted review
Reply from Trustly
Hi Pal,
Thank you for your feedback. We are very sorry to hear about the frustrating experience you described with your refund. We want to clarify that Trustly does not apply fees to transactions; any deductions are typically made by the merchant. However, we want to help you investigate this. To protect your data, please contact our support team at https://www.trustly.com/support with your transaction reference number so we can look into this for you.
All the best,
Trustly
Terrible and inconvenient
Terrible and inconvenient. My withdrawal says completed on Thursday night and I am still waiting Saturday evening. Never took more than an hour to receive my funds on the other parties prior payout system . I hope my money comes
25 September 2025
Unprompted review
Reply from Trustly
Hi Matthew,
Thank you for your feedback. We are very sorry to hear about the delay in receiving your withdrawal and we understand the concern this has caused.
While a transaction may be marked as 'completed' by the sender, transfers between banks can take 1-2 business days to be processed, which does not include weekends. A withdrawal started on a Thursday evening may therefore not appear in your account until the following Monday. If the funds have still not arrived, please contact our support team at https://www.trustly.com/support with your transaction reference number so we can investigate the status for you.
All the best,
Trustly
Reply from Trustly
We appreciate your positive sentiment and wish you all the best in your future endeavors. Thank you for sharing.
Withdraw accepted by provider at…
Withdraw accepted by provider at wednesday. Normally in my bank account within one hour, now nothing. That is okay but you promise answer within 24 hours/7 days a week and i emailed at wednesday and also friday with the Following ID number which provider gave me to you track my withdraw. I really wish for an answer that where is my funds going, thanks!
Edit: 1 hour after posting this, customer support answered my email. I will update how its going/resolving and change my rating of course by that.
Edit: Money just arrived. I think the fault was on my banks bc bank statement shows payment day last wednesday.
17 September 2025
Unprompted review
Reply from Trustly
Hi UV,
Thank you for your detailed feedback and for updating your review. We are very pleased to hear that your funds have arrived safely and the matter is now resolved. We appreciate your patience and understanding regarding the processing times, which can sometimes vary between banks.
All the best,
Trustly
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.