Frequently Asked Questions

I want to accept card payments from customers

– Please complete the contact form for merchants.

I want to open an account with TrustPay.

– Please complete the contact form for merchants.

In which currencies can I open an account?

– It depends on the service you wish to use. It does not matter in what currency a customer pays for a credit card payment. You can have an account denominated in EUR, CZK, PLN, HUF, USD, CAD, JPY, GBP, NOK, SEK, DKK, HKD, CHF and AUD.

For instant bank transfers, you can use an account denominated in the local currency and the customer can also pay in the local currency. More information on the currently supported countries and banks is available here.

Can I have more accounts opened at the same time?

– Yes, you can.

What conditions am I required to meet to open an account with TrustPay?

– A TrustPay account is opened on the basis of an agreement concluded with a corporate entity or a natural person.

For card payment service, the merchant should be a resident of a country belonging to the European Economic Area (EEA). For instant bank transfers service and corporate account, the merchant can come from any country.

 

How much will it cost?

– TrustPay charges fees for incoming payments as agreed in the relevant agreement, i.e. on an individual basis. The fees for outgoing payments and other services are set in Price list.

I do not know how to register.

– Please, contact TrustPay customer support.

What does TrustPay offer?

– By integrating TrustPay payment gateway a merchant doing business in e-commerce or  other areas can accept payments from customers quickly, safe, and in a simple way. The individual services offered are specified in section ‘Our services’.

How does TrustPay payment gateway work? Can I test it somewhere?

– You can test TrustPay payment gateway at: https://www.trustpay.eu/demoshop/. If you select a payment option, you will be redirected to TrustPay gateway, where you can see the entire payment process from the view of a customer.

During the integration process, TrustPay will grant you an access to the testing environment.

Am I required to use all the services offered by TrustPay?

– No, you are not. You are free to choose the services you need.

How can I start processing payments via TrustPay?

– Please, contact TrustPay customer support. You will be given all the necessary information and documents, including the technical documentation.

How much time is needed for integration? When can I start using TrustPay gateway?

– As soon as the gateway has been fully integrated, you can start accepting payments from your customers. The integration process usually takes 3 to 7 working days.

What fees are charged by TrustPay?

– TrustPay charges the fees for incoming payments as agreed in the relevant agreement, i.e. on an individual basis. The fees for outgoing payments and other services are set in Price list.

At which bank shall I have an account to be able to use TrustPay gateway?

– You can have an account at any bank. TrustPay operates on the principle of instant incoming payment processing. This means that you can have an account at TrustPay to which all incoming payments paid via TrustPay gateway by your customers will be credited. You will have an access to this account via TrustPay internet banking, enabling standard payment operations.

Can I also accept payments from abroad?

– Yes, you can. Payments from customers can be accepted from any country.

How shall I know that I have received a payment via TrustPay?

– TrustPay will, without delay, notify you of each incoming payment credited to your account.  Such notification will be sent directly to your system and/or via email.

Is TrustPay gateway safe?

– TrustPay is regulated by the National Bank of Slovakia and is a member of VISA, MasterCard and UnionPay. Payment operations are processed on secured certified platforms meeting the highest PCI DSS safety standards.

Neither the merchant nor TrustPay has access to the sensitive data of customers (e.g. credit card number, CVV code, account details, access data, etc.).

Am I required to have an account with TrustPay?

– No, you are not.

How can I make a payment via TrustPay?

– On the merchant´s website  you can choose between two payment options – card payment or bank transfer.

Card payment

– You will be redirected to TrustPay gateway and asked to enter the requested data from your card.

Bank transfer

– You will be redirected to TrustPay gateway and asked to select the bank you have an account with – by clicking on the bank’s logo. Choose ‘pay now’. After being redirected to your bank’s internet banking, carry on in confirming the payment as in case of any standard payment.

(In certain banks , you will find a pre-filled order form, whereas,  in other banks, you will have to enter all the payment data by yourself.) 

I wish to pay by online bank transfer but my bank is not displayed by TrustPay. How shall I execute the payment?

– After being redirected to TrustPay gateway, click on the option ‘other bank’.

The gateway will display the payment instructions. Use these data when confirming  a payment order in your bank. However, such payment is not instant; it may take several days for the money to be credited to the merchant’s account.

Why shall I execute the payment order via TrustPay?

– Payments via TrustPay are being executed instantly, i.e. the merchant is informed about the successful payment within minutes. Thus, the merchant is able to provide, without delay, the goods or services you have paid for.

In which currency can I pay?

 Card payment

  – A card payment can be made in any currency.  The merchant will receive the money in the default currency.

Bank transfer

  – A  bank transfer should be paid in the currency in which the merchant’s prices are set on the web page.

(Exceptions: If the merchant uses Multicurrency service, TrustPay gateway will display the local banks of any country you select, so you can also pay in the local currency. Such money transfer will be executed instantly.)

How much will cost a payment via TrustPay?

– As a paying customer, you will be charged NO fee by TrustPay for payments executed via the TrustPay gateway.

Is it safe to pay via TrustPay?

– TrustPay is regulated by the National Bank of Slovakia and is a member of VISA , MasterCard and UnionPay. Payment operations are processed on secured certified platforms meeting the highest PCI DSS safety standards.

If you pay by a bank transfer, all the sensitive data (account data, passwords, etc.) are entered in the safe environment. Neither the merchant nor TrustPay has access to these data.

If you pay by card, the sensitive data from your card (card number, CVV code, date of expiry) are automatically encrypted after the payment has been confirmed. Neither the merchant nor TrustPay has access to these data.

Can I make a card payment via TrustPay?

– Yes, you can use any MasterCard or VISA card.

Can I make a cash payment via TrustPay?

– No.

Can I pay by cheque via TrustPay?

– No, you cannot. TrustPay does not support payments by cheque.

Where can I make a payment via TrustPay gateway?

– Search for the logo

or

on merchant´s websites.

I am a customer and I have paid via TrustPay gateway.

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, send us the payment details via http://trustpay.eu/paymentform/.

 

 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.

I am a merchant and I use TrustPay gateway for collecting payments.

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 payment 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 active account user is provided with the access to Secret Key via TrustPay Internet Banking – main panel menu: ‘ Settings’ – ‘Account settings’ – ‘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), the changes should be reported to TrustPay so that the same changes are made in the system on the side of TrustPay.