What is the difference between TrustPay account and a bank account?

TrustPay account is a payment account under the Law No. 492/2009 of payment services. This account should be registered in accounting records just as any other bank account.

Does money on my account bear interest?

No.

What is the number of my TrustPay account?

It is a ten-digit number in a format of 2107xxxxxx .

What is the bank code of TrustPay?

Bank code of TrustPay is: 9952

 

What is the BIC code of TrustPay?

BIC code of TrustPay is: TPAYSKBX.

What is BIC/Swift code?

Bank Identifier Code = Bank swift code
BIC consists of a combination of 8 or 11 characters.

What is IBAN?

International Bank Account Number is an internationally standardized form of account number, which was created in collaboration with the European Committee for Banking Standards in order to uniquely identify the account, country and bank institution payee. IBAN consist of max. 34-character combination of letters and numbers.

What is SEPA?

SEPA (Single Euro Payments Area) refers to an unified area of payments in EUR. The goal of the project is a unification of rules and standards of a noncash payment system. It is a simplification of cashless euro payments by abolishing the borders. For more information click here.

SEPA area

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom of Great Britain and Northern Ireland.
plus: Monaco, San Marino, Switzerland, Martinique, Guadeloupe, French Guiana, Réunion, Gibraltar, the Azores, Madeira, the Canary Islands, Ceuta and Melilla, Aland Islands, Mayotte, Vol. Bartholomew, Vol. Martin, Saint Pierre and Miquelon.

SEPA transfer

  • Order currency is always EUR.
  • The payer’s bank and the beneficiary’s bank must be established within the SEPA area.
  • The full amount of the payment, not reduced by fees, will be credited to the beneficiary’s
    account.
  • Instead of national account formats and national bank codes IBAN and BIC are used to
    identify the accounts.

Is there any service package provided with my account as in other banks?

No.

Will I receive a payment card to my account?

No, but we can provide you Prepaid Card. For more information please scroll down to part Prepaid Card or visit our site: https://www.trustpay.eu/our-services/prepaid-cards/

Can I change the currency, in which my account is denominated?

No. However, you can set up another TrustPay account in the currency of your choice.

Can I send money from my TrustPay account to other bank account?

You can send money to any bank account via TrustPay Internet Banking.

Why do Accounting Balance and Disposable Balance on TrustPay account differ?

The Disposable Balance equals to the Accounting Balance lowered by the minimum account balance (according to General Terms & Conditions) and the reserved fees for the processed transactions.

How can I check movements on my account?

You can check your account movements in TrustPay Internet Banking via the main panel – transactions.

Can I deposit money into my account in cash?

No.

Can I deposit money into my account via card payment?

No.

I want to open another TrustPay account.

Please, contact us by phone: +421 2 321 68 454 or by email: sales.info@trustpay.eu .

What am I supposed to do in case I want to close my TrustPay account?

Please, contact us by phone: +421 2 321 68 454 or by email: sales.info@trustpay.eu .

Login / PID

Login/PID is automatically generated by TrustPay system after the set-up of an account. PID is sent to account user’s email address.

Password

You set and change the account password by yourself via the main panel in TrustPay Internet Banking. TrustPay has no access to this information.

What am I supposed to do if I have forgotten TrustPay Internet Banking login details?

Please, contact us by phone: +421 2 321 68 454 or by email: sales.info@trustpay.eu .

I forgot the password to my TrustPay account. What should I do?

Click on the button „Forgotten password“ and follow the instructions.

Who has an access to my TrustPay account?

The access to your TrustPay account and the login details to TrustPay Internet Banking is sent to the account user’s email address only, i.e. to person stated in the agreement.

How do I change or add another account user to TrustPay account?

You can change or add another account user to TrustPay account by request (message) via TrustPay Internet Banking.

Are there any competency limitations for an account user?

Account user can have an active or passive access to an account. Settings are applied by TrustPay according to your request.
☒active = full access (account user can see account activities and has a full right of disposition of the money in the account),
☒passive access (account user can see account activities, but has no right to execute money transfer orders, i.e. send money away from the account).

Co-signing
Co-signing provides better control and security. It works as follows: one of the active account users prepares and confirms the payment order. However, the outgoing payment is being executed only after this order is confirmed by another active account user. The settings are being applied by TrustPay according to your request. For more information contact TrustPay Customer support.

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.
Instant Bank Transfer service – details of each payment are available in TrustPay Internet Banking.
Card Acquiring service – details of each card payment are available in OmniPay/RAM console.

Customer claims to have paid me for something, but I have no record of that payment. How shall I proceed?

Please, send us the payment details via https://www.trustpay.eu/form/other-payment-made-through-trustpay/. You can also request the customer to provide these data.

 

Can I refund a wire transfer received to my TrustPay account?

Yes. Click on the “Refund” Snímkabutton  next to a specific transaction in Transaction tab – History in TrustPay Internet Banking. This button will appear only next to transactions where the account number of the sender is specified.

In the majority of cases you will not be able to execute the refund immediately after receiving the transaction. The bank account of the sender is usually reconciled on the next working day.

Currently, the refund function is supported for transactions received via Slovak and Czech banks.

 

Can I do partial refund of a wire transfer?

Yes. Click on the “Refund” Snímka button, define the amount that should be refunded and the description of payment. Please note that you cannot refund higher amount than the amount of the original transaction.

 

Can customer pay in different than my account currency?

Yes, this is possible with our Multicurrency service. For example, your customer orders a product for xxx EUR, but his account is denominated in CZK. Via Multicurrency Service he will be able to choose to pay in CZK currency.

You can enable this service in your TrustPay Internet Banking – Account Settings.

 

 

 

How are the fees being charged?

The fees arising from the agreement and from General Terms & Conditions are automatically being charged from your TrustPay account.

  • Instant Bank Transfer service: incoming payment fees are being charged on the last day of the calendar month from your TrustPay account.
  • Card Acquiring service: incoming payment fees are being charged in OmniPay/RAM console at the end of the settlement period (stated in the agreement) and represent the total sum of all incoming card payments credited to your TrustPay account.
  • Account maintenance fees and outgoing payment fees are being charged on the last day of the calendar month from your TrustPay account.
  • Other fees stated in General Terms & Conditions – are being charged immediately, as soon as an entitlement to charge such fee arises.

How do I print out the account statement?

For Instant Bank Transfer service – log into TrustPay Internet Banking, via main panel menu choose „Transactions/Statements“, choose Your account, Frequency, Date, File Format and press „Download statement“.

Statement

Note: Statements can not be downloaded for unexpired period (current day, month).

For Card Acquiring service – log into the console Omnipay/=RAM/ – follow the instructions in Omnipay/=RAM/ manual.

 

What is the format of the exported file? (.csv)

The file has no header. Each transaction is listed on a separate line with the following format:
ValueDate;OtherAccount;Amount;Curreny;BalanceAfterTransaction;Currency;Description;Reference;TransactionID Other account, description and reference (OID) are in quotes. Example:
29. 2. 2012;”1234567890/0000″;100,00;EUR;100,00;EUR;”SS:2107690178 VS:4287548613 KS:0308 OID:1000″;”1000″;37525
29. 2. 2012;”1234567890/0000″;100,00;EUR;200,00;EUR;”SS:2107690178 VS:4366006578 KS:0308 OID:1001″;”1001″;37526
29. 2. 2012;”1234567890/0000″;-100,00;EUR;100,00;EUR;“Vratenie platby 37525″;””;37527
The name of the file is AAAAAAAAAA_D_M_Y.CSV where AAAAAAAAAA is TrustPay Account number, D is day, M is month and Y is year, when the file was generated.

Can I receive automatic statements of my TrustPay account?

Yes. you can. We can provide you with HTML, csv and SEPA standard XML statements, which are automatically sent to your email address. The service can be set up in your TrustPay Internet Banking under “Transactions – Statements”

You can find the manual for XML statement here.

 

How can I send money from my TrustPay account?

Via „Payments“ tab in the main panel – “New payment” button to execute a payment order.
New payment

Can I send money to other than TrustPay account?

Yes.

I have sent money from my TrustPay account, how long will take until they are credited to the account of the recipient?

It depends on the bank of the recipient and on time, when you executed the payment order. It takes D+1 to process a SEPA payment, 3 – 4 week days to process an international payment. A payment from TrustPay account to TrustPay account is processed immediately.

Can I cancel a payment order that I have already confirmed?

Yes. Please, contact us by phone: +421 2 321 68 454 or by email: sales.info@trustpay.eu. In case the payment was not processed further by TrustPay in the meantime, it is possible to cancel such payment. For canceling such payment, TrustPay will charge you in accordance with General Terms & Conditions.

 

What if I want to send money from my TrustPay account to a bank account in a different currency?

If the bank account of the beneficiary can receive transactions in a different currency, just execute a new payment order via main panel.

 

What if I want to send money from my TrustPay account to another TrustPay account in a different currency?

In this case, execute a new payment to another TrustPay account via main panel. The informative destination amount is shown in the last step of the payment. The exchange rate is set by TrustPay.

 

I cannot send money to a TrustPay account in a different currency, why?

If you received response „Amount exceeds the limit for multicurrency transaction“, the amount is higher than the limit set by TrustPay. If you want to transfer a higher amount, contact our customer support and ask for an exchange.

 

Does TrustPay have a specified cut-off time?

Yes, outgoing same-day SEPA payments are processed on a business days until 11am (time zone Bratislava, Slovakia), non-SEPA payments in EUR, USD and GBP currency until 3pm and payments in others currencies until 1pm. If a bank holiday falls on a business day, the payments will be processed the next business day.

Can I set up a standing order?

Yes, if you are an active user of the account. You can set up a standing order via main panel under  „Payments“ – „New standing order“.  Use the hints for each field, while you are setting up the standing order. You can view the standing orders under „Payments – Standing orders“.

Can I change a standing order?

No. You can cancel the existing standing order and set up a new one.

I have set up standing order, but I do not have enough funds on my account. How should I proceed?

If the account balance is insufficient at the payment date, the system will attempt to execute the payment repeatedly for the period you entered in standing order set up. If the payment is unsuccessful on the last retry, you will receive a notification by a message in your TrustPay Internet Banking.

Can I set up encashment/direct debit?

No.

How can I fund my TrustPay account?

If you have IBAN TrustPay account, payment information for funding can be found in section: Accounts/Details. Alternatively, contact TrustPay customer support, which will provide the necessary instructions.

Can I save a pre-filled money transfer order?

No. Nevertheless, if you want to send money to the same account as in the past, you can use the „Duplicate payment“ 11 icon. You will find it next to the processed payment – the data of a new Money transfer order will be automatically pre-filled for you, however you can change them before executing such new order (e.g.: amount can be changed).

Why was the outgoing payment not processed by TrustPay?

You may have written incomplete or incorrect data necessary to process the payment, when executing the payment order. TrustPay will not process such order. TrustPay customer support will contact you and ask you to execute the order again.

 

Does TrustPay offer import of outgoing payments from TrustPay accounts?

Yes. This feature is called Mass Orders. It enables a mass upload/import of outgoing payment orders. Currently, this feature is supported for TrustPay accounts in EUR and USD currencies. In case, you are interested in this service, please, contact our customer support or your account manager.

 

How can I create a Mass order?

In case we already enabled this feature for you, you can create a Mass order in TrustPay Internet Banking by:

  1. clicking in main panel menu on button “Payments”
  2. clicking on button “Mass orders”
  3. browsing and choosing a file to Import

 

What kind of files are supported for Mass orders?

The uploaded file has to be a SEPA standard XML file (ISO 20022 XML pain.001.003). You can download the Mass Orders Import Manual here. In case you would like to see examples of this file, you can download it here.

 

How should I create the XML file if my TrustPay account does not have an IBAN number?

In case your TrustPay account is not in IBAN format you should state the sender account in the following field: <DbtrAcct><Id><Othr><Id>2101111111</Id></Othr></Id></DbtrAcct>

Accounting of fees

The fees arising from the agreement and from General Terms & Conditions are automatically being charged from your TrustPay account.

  • Instant Bank Transfer service: incoming payment fees are being charged on the last day of the calendar month from your TrustPay account.
  • Card Acquiring service: incoming payment fees are being charged in OmniPay/RAM console at the end of the settlement period (stated in the agreement) and represent the total sum of all incoming card payments credited to your TrustPay account.
  • Account maintenance fees and outgoing payment fees are being charged on the last day of the calendar month from your TrustPay account.
  • Other fees stated in General Terms & Conditions – are being charged immediately, as soon as an entitlement to charge such fee arises.

What is the minimum account balance I can have on my account?

Based on the General Terms & Conditions, TrustPay can state the minimum account balance. The minimum account balance is at the moment 30 EUR (or the equivalent in the local currency).

Why I cannot see the card payments on the internet banking statement?

In accordance with the agreement the total sum of incoming transaction (=authorized transactions) via Card Acquiring service (card payments) is credited to your TrustPay account with the frequency as stated in the agreement *.

*the settlement period of authorized transactions depends on the conditions stated in the agreement

What is OmniPay/RAM console?

RAM console is available only for clients, who have activated Card Acquiring service. It is a system for evidence of all your card payments. Here you can see and track the details of each card payment, print out monthly statements etc.

Can I change my password?

You set and change the account password yourself via “Settings” in the upper right corner. TrustPay has no access to such information.
12

To whom TrustPay provides the information of account activities?

Any information regarding the account activities are being provided to the account users only or to any person that is being authorized by the client.

What am I supposed to do, if I lose my login details?

Please, contact us by phone: +421 2 321 68 454 or by email: sales.info@trustpay.eu .

I have received an e-mail from TrustPay asking for my login details, is it ok?

No, TrustPay never asks for such data.

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.).

What is a Secret key?

Secret key serves for connecting TrustPay gateway with the merchant´s website and is visible only to clients, who have integrated TrustPay payment gateway. The Secret Key is being displayed only to active account users via the main panel:„Accounts” – „Details” – „Secret key”. In case a Merchant holds more than one account, the Secret Key is unique for each account.

How do I change the Secret key?

You can change a secret key via the main panel: „Accounts“ – „Details“ – „Secret key“. When a new Secret Key is generated, it must be also changed in the settings of your e-shop/portal. Otherwise, TrustPay gateway will not be functional.

 

Does TrustPay offer two-factor authentication?

Yes. TrustPay offers a two-factor authentication of your outgoing payments, which brings a higher level of security of your funds. The additional authentication is a unique 8-digit code received via message  directly to your cell phone. This code is required after you filled in the payment order in TrustPay Internet Banking and proceeded to the confirmation of the payment.

 

Can I use any telephone number for the two-factor authentication?

No. Please, note that this phone number as well as cell phone has to be able to receive text messages.

 

What should I do if I have not received the SMS code?

In case you have not received the code, you can use the “Resend” button. In case it did not help, please, contact us by phone: +421 2 321 68 454 or by email: sales.info@trustpay.eu

Can I receive some automatic reports of my processed card transactions?

Yes. TrustPay offers Card Settlement report which is sent automatically with each settlement you receive from us for your processed card transactions. This report contains a table with the summary calculation  of the settlement amount you received to your bank or TrustPay account, balance of rolling reserve account and a table  with the full list of transactions, refunds, chargebacks and fees. In case, you are interested in this service, please, contact our customer support or your account manager.

 

What is the format of Card Settlement report and how can I receive it?

According to what kind of partner of TrustPay you are, we offer two options:

  • For direct merchants: The report is generated in an .xls (Excel) file format and can be sent to an email address which you provide us
  • For PSPs: The report is generated in .csv file format and the report always consists of two .csv files (summary file and a file with the list of transactions). The report is generated for each PSP merchant separately. These reports can be downloaded from TrustPay via FTPS method of connect to shared folders. For more details regarding the setup, please, contact your account manager.

 

Can I set up multiple email addresses for receiving the Card Settlement report?

No. You can receive the Card Settlement report for the whole company to one email address only. In case more people would like to access the report, we advise you to create a group email address.

 

When will I receive the Card Settlement report?

The report will be available between 3- 5 p.m. on the day when your settlement is paid out.

 

What does the description in the settlement payment I received to my bank or TrustPay account mean?

The description contains a specific reference number (e.g.TP000403853), which is also stated in „Merchant Settlement Summary“ in your Card Settlement report. This reference number enables you to pair the received settlement payment with the Card Settlement report and transactions contained in it.

 

Can I receive a detailed explanation of the fields on the Card Settlement report?

Yes. You can easily download the Card Settlement report manual here.

 

Can I receive a monthly statement of my processed card transactions?

Yes. TrustPay offers Monthly Statements which are sent automatically, on the first working day of each calendar month, for the period of previous month. This report contains a table with the opening and closing balances on your MIDs, movements on the MIDs during the month and balance of rolling reserve accounts. In case, you are interested in this service, please, contact our customer support or your account manager.

You can find the manual for the Monthly Statement here.

 

What is a TrustPay Prepaid MasterCard card?

TrustPay Prepaid MasterCard card is a commercial prepaid card, i.e. it can only be used by TrustPay´s corporate clients. The card is denominated in EUR.

It is not a credit card and carries no credit limit. It is like a debit card but it needs to be loaded first to a predefined amount and it then can be re-loaded as and when required. You will only be able to make purchases with the card when there are sufficient funds on your card and you will not be able to spend more than this amount.

 

How can I get my TrustPay Prepaid MasterCard?

Firstly, you need to be an already existing TrustPay client with a corporate account. If you are meeting this condition you may submit the card application form that can be found in TrustPay Internet Banking in part Prepaid cards – Requests.

If your request for a prepaid card is approved, you will soon receive the card by mail.

 

How do I learn that my request for a prepaid card has been approved or declined?

You will receive a message through your internet banking. Please, check your inbox under the tab Messages.

 

Can I order a card for my business associate?

Yes, you can order another card for your business partner; these supplementary cards will be connected to the same TrustPay corporate account. Each card has its own card account where you can monitor its balance.

 

When will I receive my card?

Your card will be delivered to you by regular post. The card is sent from the UK and depending on where you live, this may take 5 to 10 business days. The card will be sent to the address you entered into the application form.

If you do not receive your card within this time frame, please, contact our customer support at: support@trustpay.eu

 

Are there any fees for using my card?

Yes, there are fees associated with using your card at POS terminals or withdrawing cash from ATMs. For the complete list of fees please see the Terms & Conditions for Prepaid card here.

 

Are there any limits related to my TrustPay Prepaid MasterCard?

Yes, please see the list below:

 

LOADS AND LIMITS
Initial Load Minimum €50,00
Initial Load Maximum €5000,00
Minimum Reload €50,00
Maximum Reload €5000,00
Maximum POS daily spend €10 000,00
Max loads per day 3
Maximum ATM daily Withdrawal €1 000,00
Max Load Amount Per Day €5000,00
Maximum Card Balance €20 000,00

 

 

I have received my prepaid card, now what do I do?

Please, follow the instructions in the accompanying letter that you have received with your card.

 

How will I get my PIN?

When your card is delivered to you there will be an accompanying letter with further instructions in the envelope. After you activate the card in your internet banking send an SMS in this format “PIN (space) the last 8 digit of your card” (e.g. PIN 12345678) to the phone number written in the letter.

Important! Your card is registered together with a mobile phone number that you entered into your card application. Please use this same phone number for PIN request as well as for PIN reminder when you forget your PIN. The PIN will not be sent to any other phone number!

In case you have changed your mobile phone number please inform us immediately so that we can change your settings.

 

Can I change the PIN assigned to me?

You may change your PIN on an ATM supporting this function.

 

I have forgotten/lost my PIN number, what do I do?

If you have forgotten or lost your PIN, please, log into your TrustPay account and in the Prepaid Mastercard menu select PIN reminder.

Important! PIN reminder will only be sent to the mobile phone number that you entered into your card application.

 

Will I receive the card statement?

No, you will not be sent a card statement. To view your card transaction history, please log into your account and select Prepaid cards – My cards.

 

What should I do if my card is lost or stolen?

Please, log into your account as soon as you find out and in the Prepaid Mastercard menu select Lost or Stolen. This way, we will be notified and your card will be permanently blocked. We will then arrange for a replacement card to be sent to you.

 

How long will it take to replace the card?

It normally takes 5 – 10 working days. Your funds will be automatically transferred to the new card.

 

What happens if I change my address?

You must notify us immediately.

 

How do I load funds to my TrustPay Prepaid MasterCard?

You may only fund your prepaid card from your TrustPay account.

Please, login to your account, go to Prepaid Cards – My Cards, select the Account and the card, and then you can load funds via section Load card.

 

Where can I use my card; are there any limitations to its use?

You may use your card when shopping online; making hotel or car reservations; paying at POS terminals; withdrawing money at ATMs. However, there are some merchant places where use of the prepaid card is not permitted, such as buying online adult content, automated fuel dispensers; gambling; and dating and escort services. Also, using of your prepaid card is limited by the amount of the funds you have on the card.

 

Does my card ever expire?

Yes, you can find the expiry date on the front of your card. If your card is about to expire, please, contact us and request the new card. Any balance remaining on the card will be transferred to the new one before it is despatched to you.

 

What happens if I no longer want to use my prepaid card?

If you wish to cancel your prepaid card or no longer wish to use it then contact Trust Pay support. Any remaining balance on your card will be transferred back to your account after the card is terminated.

 

What if the amount of my purchase is more than my available balance?

In this case, your purchase will be declined. You will have to reload your card.

 

Is the card safe and secure to use?

As with all credit and debit cards you use, every precaution needs to be taken to keep the card safe and your PIN secure. The prepaid card aims to reduce the need to carry or hold large amounts of cash.

 

Is my money safe?

The issue of electronic money is regulated by the Electronic Money Regulations 2011 which implement the second EU Electronic Money Directive adopted by the European Parliament and the Council of the European Union in September 2009.

Trust Pay maintains all necessary arrangements required to minimise the risk of the loss of our customers’ funds through fraud, misuse, negligence or poor administration. In addition, we have effective risk management procedures and adequate internal control mechanisms.

 

How do I get help if I have questions about my card?

If you have questions related to your card please contact our customer support. Please note that we have no 24/7 customer support service. Our contact details are:

Telephone: +421 2 321 68 450

Email: support@trustpay.eu

IMPORTANT: DO NOT send us your full card details such as card number and expiration date in an email due to security reasons!

Intra mail

You can safely communicate with TrustPay via „Messages“ on the main panel in TrustPay Internet Banking.

Messages

Or you can contact TrustPay customer support: https://www.trustpay.eu/about-us/contact/