How can we help you?

What happens if Trustly doesn’t work?

To reduce the chance of errors occurring, follow the guidelines below:

  1. Prior to booking, check www.trustly.com to see if your bank is supported.
  2. Confirm the account selected has sufficient funds.
  3. Avoid being timed out of your transaction by completing each step of the Trustly process in 10 minutes.

If you received the message “The transaction has timed out, please try again,” you did not complete each step within 10 minutes and were logged out of your bank account.

Before attempting the payment again, confirm that the funds were deducted from your bank account. If the funds were deducted from your bank account, please take a screenshot of your online statement as proof of payment and send it to our customer support team at [email protected]. They will help process your payment.

If the funds were not deducted from your bank account, then the payment was not successful. To attempt the payment again, create a new booking and complete the payment within the 10 minute time frame for each step. There is no need to reach out to our customer support team at this time.

If you received the message “An unknown error has occurred,” there was an error in completing your payment.

Before attempting the payment again, confirm that the funds were deducted from your bank account. If the funds were deducted from your bank account, please take a screenshot of your online statement as proof of payment and send it to our customer support team at [email protected]. They will help process your payment.

If the funds were not deducted from your bank account, then the payment was not successful. To try the payment again, first confirm with your bank that you do not have any online payment restrictions. Once this is confirmed, reach out to our customer support team at [email protected] to cancel your booking. After you’ve canceled your booking, create a new booking to try again and complete the payment.