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.

No.

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

Bank code of TrustPay is: 9952

BIC code of TrustPay is: TPAYSKBX.

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

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.

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.

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.

  • 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.

No.

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

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

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

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 payments.

You can check your account movements in TrustPay Internet Banking via the main panel “Transactions – History”.

No.

No.

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

If you wish to terminate the agreement, fill in the online request form via “Settings – Termination of agreement with TrustPay” in TrustPay Internet Banking.

If you have more than one open account with TrustPay and you wish to close one of them, send us a message via TrustPay Internet Banking.

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

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

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

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

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

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

Authorised Person (account user) can have an active, passive or partial access to an account. Settings are applied by TrustPay according to your request.
☒active = full access (Authorised person can see account activities and has a full right of disposition of the money in the account),
☒passive access (Authorised person can see account activities, but has no right to execute money transfer orders, i.e. send money away from the account).
☒partial access (Authorised person can prepare Transfer Order, but it must by signed by the Authorised person with active access)

Co-signing
Co-signing provides better control and security. It works as follows: one of the active authorised persons prepares and confirms the Transfer Order. However, the outgoing payment is being executed only after this order is confirmed by another active authorised person. The settings are being applied by TrustPay according to your request. For more information contact TrustPay Customer support by phone: +421 2 321 68 454 or by email: sales.info@trustpay.eu.

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 payments service – details of each card transaction are available in OmniPay/RAM console.

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.

Yes. Click on the “Refund” Snímkabutton  next to a specific payment in “Transactions – History” TrustPay Internet Banking. This button will appear only next to payments 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 payment. The bank account of the payer is usually reconciled on the next working day.

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

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 payment.

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 “Accounts – Details – Account Settings”.

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“.

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

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

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.

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.

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

Yes.

It depends on the bank of the recipient and on time, when you executed the Transfer 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.

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.

If the bank account of the beneficiary can receive payments in a different currency, just execute a new Transfer Order via main panel.

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.

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.

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.

Yes, if you are an active authorised person 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“.

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

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.

No.

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.

Yes, you can save the template when creating a new Transfer Order via button “Add to Templates”.

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.

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.

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

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.

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>

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 Payments service: incoming transaction 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 transactions 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.

The minimum balance is stated in document TrustPay minimum balance.

In accordance with the agreement the total sum of incoming transaction (=authorized transactions) via Card Payments service 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

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

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

Any information regarding the account activities are being provided to the authorised persons only.

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

No, TrustPay never asks for such data.

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.).

Secret key serves for connecting TrustPay Gateway with the merchant´s website and is visible only to clients, who have integrated TrustPay Gateway. The Secret Key is being displayed to authorised persons 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.

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.

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 Transfer Order in TrustPay Internet Banking and proceeded to the confirmation of the payment.

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

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

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.

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.

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.

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

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.

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

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.

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.

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.

You will receive a message through your Internet Banking. Please, check your inbox under the tab “Messages”.

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.

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

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.

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

 

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

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.

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

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.

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”.

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.

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

You must notify us immediately.

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.

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.

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.

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.

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

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.

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.

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!

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

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