Discontinued Support for Trustly Payment Method: Frequently Asked Questions

We understand you may have questions about the recent suspension of Trustly as a payment method. This document addresses the most common questions.

Why has Trustly been discontinued?

Following changes to our relationship with Trustly, we have made the decision to discontinue support for this payment method. While we understand this change may be unexpected, we're committed to ensuring you have access to comparable payment solutions that serve your customers' needs.

When will Trustly be reinstated?

At this time, we do not have plans to reinstate Trustly. However, we want to ensure you have a seamless alternative in place. Pay by Bank offers the same pay-by-bank functionality that your customers expect.

What is Pay by Bank and how does it compare to Trustly?

Pay by Bank is Mollie's account-to-account payment method that enables customers to pay directly from their bank account with a seamless redirect experience. Like Trustly, customers can complete payments without manually entering IBAN details. They simply select their bank, authenticate, and confirm.

Pay by Bank supports multiple European markets and offers the same instant bank transfer functionality your customers are familiar with, making it a direct replacement for Trustly in your checkout flow.

How do I activate Pay by Bank?

You can activate Pay by Bank directly in your Mollie Dashboard:

Log in to your Mollie Dashboard
Navigate to Settings > Payment methods
Enable Pay by Bank

If you are using a plugin, module or Saas Platform or are directly integrating our Mollie API please check out our Pay by Bank documentation for more details.

What can I expect in terms of conversion performance?

Pay by Bank conversion rates are hitting the same high standards as Trustly globally, with standout success in key regions:

Market Leaders: In Germany, Italy and the Netherlands, Pay by Bank has consistently delivered equal or superior performance over the past year.
Rapid Growth: France is seeing a significant upward trend this month, following the successful implementation of local IBANs to streamline the user experience.

Additionally, our recent acquisition of GoCardless positions us to significantly enhance our open banking capabilities going forward, with improvements to coverage, conversion, and customer experience already in development.

What other alternative payment methods do you recommend?

Beyond Pay by Bank, the best alternatives depend on your primary markets and customer base. Here's what we recommend based on where Trustly was most commonly used:

For Nordic markets (Sweden, Finland, Denmark, Norway):

Pay by Bank offers the closest like-for-like replacement with the same instant account-to-account payment flow. Additionally, each Nordic market has strong local payment methods that your customers trust and prefer:

MobilePay (Denmark & Finland) – Most popular mobile payment method, trusted by millions of Danish & Finnish consumers for instant payments
Swish (Sweden) – The dominant payment method in Sweden with over 8 million users and near-universal adoption
Vipps (Norway) - Norway’s most popular mobile payment method used by millions of Nordic consumers for daily payments.

For Western European markets:

Pay by Bank is your direct 1:1 replacement for Trustly's account-to-account payment experience. Depending on your target markets, you may also benefit from:

iDEAL I Wero (Netherlands) – Used in over 70% of Dutch online transactions; essential for any business targeting Dutch consumers
Wero (Germany, Belgium, France & Luxembourg) - Wero will be rolled out later this quarter starting with Germany, to be closely followed by Belgium, France and Luxembourg.

For subscription and recurring billing models, SEPA Direct Debit remains the gold standard across all markets, offering lower transaction costs and improved customer retention.

Looking for market-specific guidance? Every market has its own payment preferences and local methods. Depending on where your customers are located, there may be additional local payment methods that would be an excellent fit for your portfolio. Your Customer Success Manager can analyze your transaction data and customer demographics to recommend the optimal payment method strategy for your business.

What happens to my existing recurring billing mandates created via Trustly?

Your existing mandates are completely unaffected. This suspension impacts only the creation of new Trustly transactions. Any ongoing direct debits or recurring profiles you have already set up will continue to function normally.

For new recurring billing customers going forward, you can use Pay by Bank to capture the first payment and establish the mandate.

What about refunds for Trustly transactions?

You can continue to process Trustly refunds as usual. We are actively processing any refunds that failed during the initial suspension period.
If a refund request fails, it is likely due to missing IBAN information. In these cases, please contact our Support team with the consumer's IBAN details, and we will help you complete the refund request.

How does Mollie communicate payment method changes?

We recognize that changes to payment methods directly impact your business operations, and clear, timely communication is essential.

When situations like this occur, we are committed to:

Multi-channel notifications: Communicating through in-dashboard banners, email, and—for priority merchants—direct outreach from Customer Success teams
Actionable guidance: Providing clear next steps and alternative solutions to minimize disruption
Support availability: Ensuring our teams are prepared to answer questions and assist with transitions
Continuous improvement: Learning from each incident to strengthen our communication processes and, wherever possible, provide advance notice

We understand this situation was particularly challenging due to the immediate nature of the suspension. We will continue to improve our processes and communications to ensure you are supported when changes occur.

What support is available if I need help transitioning?

We're here to support you through this transition:

Customer Success Managers: For priority-level merchants, your dedicated CSM is available for personalized consultation on payment method strategy
Support Team: Available 16 hours per day, every day of the week, to help with technical questions, refund issues, or activation support
Documentation: Comprehensive guides available at docs.mollie.com

Please don't hesitate to reach out—we're committed to making this transition as smooth as possible for your business.

Still have questions?

If your question isn't answered here, please contact our Support team via your dashboard or reach out to your Customer Success Manager directly.