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Welcome to find answers to your questions in the relevant areas below.

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To use our service you need to have a private bank account that is eligible for bank transfers. Your available balance can’t be on credit by the bank and we also require the currency of your bank account to be in the local currency. 
Trustly is a digital payment provider that offers a bank-independent payment service that makes it possible for consumers to pay directly from their bank account in a fast, simple and secure way. We are a tool to execute payments from your online bank to an online supplier who provides you with a product or service. Our product is versatile since it enables consumers and merchants to both send and receive funds. You don’t have to register to use Trustly and we never store any personal information that can be used to access your bank account. Trustly uses the highest encryption standard available in addition to the bank’s security system.
Trustly is a payment method, a means to transfer your funds to the merchant. We don’t hold your funds; they are forwarded directly to the merchant. If you need to request a refund, please contact the merchant directly with proof of payment so they can look into it for you. 
Usually the withdrawal process is instant, but the processing time can be 2 bank days depending on the merchant and on your bank. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends. Please check with the merchant for clarification.
If you notice a delay in your withdrawal, it could be due to the different handling times between banks. We recommend that you contact the merchant to check their withdrawal process.
The instant deposit limit is set up by the merchant and determines the amount that can be instantly transferred through Trustly. This message means that you have exceeded their instant deposit limit and the transaction won’t be instant. When you see this message, you can either proceed with the payment or cancel it. We can’t remove or raise the limit, but you can still make a deposit. Deposits above the instant deposit limit will take up to 2 bank days. Keep in mind that sometimes it may take a bit longer due to public holidays and weekends.
A transaction needs to be initiated through the payment window to transfer funds to the merchant. Transactions initiated directly from your online bank are sent directly to Trustly. 

If you have initiated a transaction from your online banking please reach out to us via our contact form and attach proof of payment from your Internet Banking so we can help you out.
A proper document should contain the information below:

• Name of the account holder
• Amount
• Date of transfer
• Receiving & sending account number
• Reference

Keep in mind that unless you provide the receiving bank account information, it might not be possible for us to identify your payment. Once we have identified your payment, we will be able to send it back to your bank account.