What is a "Proof of Payment" and why do you need it?

A Proof of Payment is a document from your bank that shows a payment's transaction details.

Trustly Consumer Support may ask you to provide a Proof of Payment when working to locate or verify a transaction in our system. The Proof of Payment needs to be received before we are able to provide any information or details about the payment.

Proof of Payment can be submitted as either a picture (PNG or JPEG) or a PDF file, and can be attached to your reply to the request from the support team.

A valid Proof of Payment should contain the following details:

• Name of account holder
• Amount
• Datestamp
• Sending bank account number
• Receiving bank account number
• Reference number (usually 10 digits)

If you do not know how to find your Proof of Payment, please contact your bank for assistance.