Who can use the Trustly SmartBot?

The Trustly SmartBot is available online to both customers and merchants.

Bank Availability questions ("Do you work with my bank?") can be asked by anyone, including non-Trustly users.

Transaction questions ("Where is my money?"/"Why was I declined?") are restricted to:

• Trustly users who are verified through an OTP and the last four digits of their bank account.
• Trustly users who have never attempted to use any of the following merchants:
  
  • AT&T
  • eBay
  • Meta
  • MoneyGram
  • T-Mobile
    Due to contractual obligations, users of the above merchants will be unable to resolve the OTP verification, and thus cannot progress with the SmartBot.
  
  

If you are unable to use the Trustly SmartBot, please contact our support team instead using the banner below.