To reduce the chance of errors occurring, follow the guidelines below:
- Before creating your payment request, check www.trustly.com to see if your bank is supported
- Confirm the account selected has sufficient funds
- Avoid being timed out of your transaction by completing the Trustly process in 15 minutes
If you receive the message “The transaction has timed out, please try again,” or “An unknown error has occurred”, please confirm if any funds were deducted from your bank account before attempting your payment again. 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 firstname.lastname@example.org.
If the funds were not deducted from your bank account, then the payment was not successful. To attempt the payment again, first confirm with your bank that you do not have any online payment restrictions. Once doing so, you can create a new booking to try again and complete the payment within the 15 minute time frame
In case you need to cancel your previous payment or need further assistance, you can always reach out to our customer support team at email@example.com.