Why am I unable to get past the log in credentials or MFA prompts?

To use Trustly's online banking services, you use your personal bank credentials to log into your bank account and authorize the transactions.

Note: If you have forgotten your bank username or password, or they don't seem to work, please contact your bank for help.

In some cases, your bank will require multi-factor authentication (MFA or 2FA). If this is the case, the authentication is performed by the bank using the information they have on file.

If you can't get past the login or the authentication prompts, go to your bank's website to review the information below:

• Verify your username and password combination by logging into your bank's website
• Review your bank account security question and answer combinations
• Confirm the email address listed on your bank account
• Check the phone number your bank has on file

If you continue to experience issues logging into your account while trying to use Trustly, our support team can review your attempts and tell you which step of the log in process is failing, but they can't update any of the information held by your bank.

Important: With the large number of financial institutions, there are many with similar names.

• Be sure the financial institution option you selected is your bank, and not one with a similar name or acronym.
• Check that your merchant is compatible with the bank you've selected. For example, some merchants have specific version of their apps for Canada and the US. If you're using the US version of an app, you won't be able to use a Canadian bank.