FAQ

Before you integrate

These are general questions to help you before you decide to integrate with Trustly.

What is Trustly?

Trustly provides a secure, efficient, and cost-effective payment solution for your businesses to offer customers a convenient and hassle-free payment experience.

Customers simply select their banks, log in with their online bank credentials, and confirm the transaction with their preferred authentication method.

In which markets can I provide Trustly to customers?

Trustly is currently available in 15 markets. For more information, check out Trustly.com.

What kinds of transactions are available with Trustly?

Trustly can help you handle transactions from payments, payout, to settle funds to your company bank account.

Learn more about Trustly products.

How do customers pay with Trustly in my application?

Check out How to pay with Trustly.

How do I integrate with Trustly?

You can integrate with Trustly through API in any operating system with any programming language. Learn more about Trustly products and How to integrate with Trustly.

Do you have plugins?

We have several Plugins for different e-commerce platforms to help you integrate Trustly.

Do you have sample code for different programming languages?

We have code libraries for integrating Trustly in PHP, Python, Java, and .NET. Learn more about Code library.

What do I need before integrating?

Before integrating, please make sure that:

• You have basic knowledge of network programming and monetary transactions.
• You know the integration flow in how to integrate with Trustly.
• You have signed up, and have received access to the Trustly test environment. Learn more in Sign up.

During the integration

What is "UUID" and "messageid"?

See UUID and messageid.

I'm unable to connect to Trustly's TEST environment

• Have you created the private and public keys for the test account and sent the public key to Trustly's integration support?
• Are you using the test environment credentials (username and password) that you received from Trustly's integration support?
• Are you sending the API calls to: https://test.trustly.com/api/1
• If you are receiving an error code from Trustly, please check the error code description in the API reference for the relevant API method (for example, if you are trying to send a Deposit call and get an error code back, please see the available error codes on the Deposit page).

If you still cannot connect, please contact Trustly's integration support.

I'm unable to connect to Trustly's LIVE environment

• Have you created the private and public keys for the LIVE account (not the same as for the test account) and sent the public key to Trustly's integration support?
• Are you using the live environment credentials (username and password) that you received from Trustly's integration support? (not the same as the test account credentials)
• Are you sending the API calls to: https://api.trustly.com/1
• If you are receiving an error code from Trustly, please check the error code description in the API reference for the relevant API method (for example, if you are trying to send a Deposit call and get an error code back, please see the available error codes on the Deposit page).

If you still cannot connect, please contact Trustly's integration support.

How should I present Trustly on my payment page?

Please see Trustly's checkout guidelines.

What are notifications?

Notifications are callbacks that are sent from Trustly’s system to the merchant's NotificationURL to provide updates on transaction statuses.

There are different types of notifications such as pending, credit, debit, account, kyc and payoutconfirmation. Please note that not all notifications are relevant for all API methods.

Why I received the same notification over and over again?

If Trustly does not receive the expected response to a notification, the same notification will be sent again.

Learn more about notifications.

Before you go live

What do I need to do before I can get live credentials?

Before live credentials are given out, we need to ensure that the implementation is correct.

Learn more in Acceptance testing.

After you go live

What is Trustly's backoffice, and how do I get access to it?

Once you have received your live credentials for the API, you will also get access to Trustly's Backoffice (note: the password to the backoffice is not the same as the API password).

The backoffice can be used to monitor transaction statuses for both completed and aborted transactions, see and manage your funds, exchange funds from one currency to another, download transaction reports etc.

Once you are logged in you can learn more about how to use the backoffice by clicking "Support" in the top right corner.

What information is visible on the customer's bank statement after the transaction is done?

The end-user will see a 10-digit reference on their bank statement, which is generated by Trustly’s system.

Trustly can also configure a "ShopperStatement" which is an extra reference that will be displayed after the 10-digit code. The ShopperStatement should consist of the merchant's company name or brand name so that the end users will recognize the transaction on their bank statement. Since some banks allow only a limited number of characters to be displayed in the reference field, it’s recommended that the ShopperStatement is kept as short as possible.

If different ShopperStatements are needed for each transaction, the “ShopperStatement” attribute can be added to the API call.

What happens if a user pays in a different currency?

The currency that you provide in the API call is referred to as the "API currency". If the end user pays with a currency that is not the same as the API currency, Trustly will handle the currency exchange and you will still receive the exact amount and currency that you specified in the API call.

How long will funds be paid out to customers' bank accounts after they withdraw money with Trustly?

After customers withdraw money with Trustly, payout will be made to their bank account in a few minutes. However, depending on the country and bank, it may take longer. For example, 1 or 2 bank days.

To know more about payout time for specific markets and banks, get in touch with your Trustly commercial contact.

How do I get the funds from Trustly to my corporate bank account?

This can either be done manually from Trustly's backoffice, or we can configure automatic settlements (daily/weekly/monthly).

Learn more in Settle your funds from Trustly.