A customer claims to have paid me for something, but I have no record of the payment. How shall I proceed?

Firstly, you should ask your customer to provide you with the confirmation of the payment so you can check the payment details.

In case the customer filled in all the details of the payment, it has been processed successfully and you have received the funds, please, check your TrustPay Internet Banking.

In case your customer forgot to fill in some details of the payment, the payment could end up as unidentified in our system. Unfortunately, it is not possible to manually identify these payments by the customer. Therefore such payments are automatically returned to the sender in 3 working days (please, note that the transaction itself can take more days).

What shall I do if I cannot access my TrustPay account?

Please, contact TrustPay customer support.

I do not know how to use TrustPay Internet Banking

After logging in to TrustPay Internet Banking search for the answers to your questions in FAQ section. If something is unclear, please, contact customer support.

TrustPay Gateway is not functioning

If the gateway indicates an error, the following details should be provided to TrustPay:

print screens of the payment process,

the URL link indicating the error,

the error code shown.

Before contacting TrustPay, please verify the following facts:

Are you using correct AID?

Different AID values are used for testing environment and for production/live environment.

Are you using correct Secret key?

Only the authorised person is provided with the access to Secret key via TrustPay Internet Banking – main panel menu: “Account – Details – Secret key”. When a new Secret key is generated, the new Secret key must be also changed in the settings of your e-shop/portal. If you have more accounts, each account has a unique Secret key. Different Secret keys are used for testing environment and for production/live environment.

Are you using a correct URL address for connection to TrustPay Gateway?

Different URLs are used for testing environment and for production/live environment. The gateway for card payments has also a different URL.

Have you changed the URL links of your e-shop recently?

If you have recently changed the URL links (success, cancel, error notification) this change should be entered in TrustPay Internet Banking section „Accounts – Details – Account Settings“.

I have made a payment via TrustPay but received no goods/services from the merchant.

In case you filled in all the details of your payment, it has been processed successfully and the merchant has received the funds, TrustPay is not able to assist you with this query. You have to contact the merchant directly.

In case you forgot to fill in some details of your payment, your payment could end up as unidentified in our system. Unfortunately, it is not possible to manually identify such payment. Therefore, such payments are automatically returned to the sender in 3 working days (please, note that the transaction itself can take more days).

If you have not received your unidentified transaction back to your bank account in 8 working days and you have not received any goods/services from the merchant, please contact our customer support.

I have made a payment via TrustPay but I want my money back.

In case you filled in all the details of your payment, it has been processed successfully and the merchant has received the funds, TrustPay is not able to assist you with this query. You have to contact the merchant directly.