Get the answers you need
How do I log in to the portal?
Login to the portal is done with Mobile BankID via https://portal.paytrim.com/. Individuals officially associated with the company, such as authorized signatories and beneficial owners, are set up as users in the portal and can log in with Mobile BankID. If you wish to add additional users, please contact support at support@paytrim.com or 010-750 09 90.
Where do I turn if I have questions regarding an invoice?
Questions about invoices should be sent to support@paytrim.com. Please include your invoice number in the subject.
Where can I see my transactions?
Under "Transactions" in the portal, you can view the transactions made since you became a Paytrim customer. You can filter by date, time frame, and see detailed information about each transaction, such as fee, issuing country, and card type.
When will I receive my payout?
Payout will occur on the next banking day.
What is KYC (Know Your Customer)?
Paytrim AB is a payment institution and is supervised by the Swedish Financial Supervisory Authority. This means that we must have good knowledge about our customers in order to prevent our business from being exploited for money laundering or terrorist financing. Verification of information constitutes a central part of our customer knowledge process and is necessary to comply with legislation.
What are the terms & conditions for establishing a card acquiring agreement?
You can find the conditions for our card acquiring agreement in our General Terms and Conditions.
Where can I find documentation for payouts?
On the "Reports" page, you can retrieve payout reports at the end of each completed month in PDF or Excel format.
I'm experiencing issues with card terminal. Where should I turn for assistance?
If you're experiencing issues with your card terminal, you should reach out to your terminal provider or reseller. If you're unsure who your provider is or need assistance, you can contact us at 010-750 09 90, and we'll guide you through the process.
I'm experiencing issues with my Point-of-Sale system. Where should I turn for assistance?
If you experience issues with your Point-of-Sale system, you should contact your supplier or reseller. If you lack contact information or are unsure who your supplier is, you can call us at 010-750 09 90, and we will assist you.
How do I start accepting payments with American Express?
The company needs to establish a direct agreement with American Express. Once you have received your contract number, you can email a ticket to support@paytrim.se or call support at 010-750 09 90 to activate it.
Why have I not received my payout?
Please ensure that you have uploaded a bank account in the portal and that it is approved. If you still haven't received your payout, you can contact support at support@paytrim.com or 010-750 09 90.
Do I need to inform Paytrim about changes in my business?
Yes, the information that Paytrim provides about your company should always be up-to-date and current.
How long does it take to get started with my card acquiring agreement?
We understand the importance of a smooth, fast, and secure start with your card acquiring agreement. With Paytrim, it only takes a few minutes from the signing of the agreement to your first transaction.
Where can I see my transactions?
Log in with Mobile BankID via https://portal.paytrim.com/. On the left, you'll find a menu under the "Transactions" tab where you can view all transactions conducted since becoming a Paytrim customer. There, you can perform searches and filter by date, as well as view detailed information about each transaction. The information can also be exported to Excel and PDF.
How do I activate gift cards on my card terminal?
There are different types of gift cards. Send a ticket to support@paytrim.se or call support at 010-750 09 90 to get assistance with activation.
Why haven't I received the full card turnover payout?
In the portal, you will find documentation for the payouts that have been made. The transaction fee is specified there before the payout is made. If you have any questions regarding the documentation, you can always contact support at support@paytrim.com or 010-750 09 90. If you have an agreement with American Express, all turnover on their cards will be paid out separately through them.
Why is it important that contact information is always updated for all beneficial owners?
Paytrim may contact the beneficial owner regarding updates to customer knowledge or other important information concerning the business. This is necessary for compliance with the terms.
Do you have any setup fees or minimum contract terms for card acquiring?
There are neither setup fees nor minimum contract terms for your card acquiring agreement with us.
What is a transaction request?
In a transaction inquiry, we request that you review and answer questions about one or more transactions conducted in your business. The Anti-Money Laundering and Counter-Terrorist Financing Act requires us to obtain a comprehensive understanding of you as a customer and the existing business relationship. Verification of information constitutes a central part of our customer knowledge process and is necessary to comply with legislation. If you have questions about a transaction inquiry, please contact support@paytrim.com or 010-750 09 90.
How do you charge transaction fees?
As a customer, you can choose between two ways to charge transaction fees – daily or monthly billing.
Daily billing means that fees are already deducted from all payouts after each sales day.
Monthly billing means that transaction fees for the completed month are deducted from the first payout of the following month.
If you wish to change your billing method, please email your request to support@paytrim.com.
What is an alternative beneficial owner?
If no one owns or controls more than 25 percent of the company, an alternative beneficial owner needs to be appointed for the company. The person who exercises the most control in the company should then be appointed as the alternative beneficial owner. This could be a board chairman, CEO, or another equivalent individual.
How do I terminate my card acquiring agreement?
To terminate your card acquiring agreement, please email a request to support@paytrim.se or call our support at 010-750 09 90. Please include your organization number and the termination date.
Why do I need to keep my receipts for seven years?
The Accounting Act (lag 1999:1078) is a guiding directive on how the company should manage its accounting. Accounting is typically based on written documents (receipts) that serve as the basis for the transactions conducted in the business. All receipts for transactions must be retained for seven years.
Which banks can you make payouts to?
You can link your payouts to an account number or Plusgiro account in any Swedish bank of your choice. Your company must be listed as the account holder. We cannot make payouts to a Bankgiro or IBAN.
What are a PEP and RCA?
A PEP (Politically Exposed Person) is someone who holds or has held an important public position, such as a politician, a judge, or an ambassador. Family and close associates of a PEP are considered RCA (Related or Close Associate to a PEP). You can read more about these concepts here: PEP/RCA -: PEP/RCA - Information (paytrim.se)
I have a complaint, where can I address my issue?
For us at Paytrim, it's important that you're satisfied with our services, products, and customer service. Sometimes, we may not meet your expectations, and in such cases, we encourage you to reach out to us. Primarily, we ask you to contact our support for assistance with your issue, either via email at support@paytrim.com or by phone at 010-7500990. If, after contact, you're still not satisfied, you have the option to contact the complaints officer at Paytrim. Please email your written complaint to
complaint@paytrim.com or send it by mail to:
Paytrim AB
Complaints Officer
Linnégatan 87 B
115 23 Stockholm
Read more about complaints here.
Can I take out a business loan through you?
As a Paytrim customer, you gain access to market-leading terms when applying for business loans through Froda, so you don't have to choose between convenience and affordability. With Froda, you get access to financing at a lower cost and better terms - in a fraction of the time and hassle compared to traditional banks. An application is non-binding and completely free of hidden fees. You can repay the loan at any time at no cost or extend it as needed.
How can I protect my business against fraud attempts?
Taking payments should feel both simple and secure for you as a merchant, as well as for your customers. Unfortunately, merchants and their terminals are sometimes exploited for card fraud. This can involve everything from stolen cards to tampered terminals. In the worst case scenario, a fraudulent transaction can lead to you as the merchant bearing the cost if the transaction is disputed. Together, we can prevent fraud even before the purchase occurs., Click here to access advice.
Why do we need a bank statement for payouts?
To register or change the payout account, we need a bank statement from you as the customer. This is to verify that the account number is legitimate and belongs to the company.
I answered customer knowledge questions when I signed the card acceptance agreement. Why are you asking the same questions again?
According to the Anti-Money Laundering Act, we need to update the customer knowledge information regularly, and always when there is a significant change in your company. This could be, for example, if the company changes its beneficial owner. We also need to continuously check that the existing information is correct and up-to-date.
How do I add a new user to the portal?
If you wish to add additional users, please contact support at support@paytrim.com or 010-750 09 90.
I want to report fraud or an attempted fraud. Where can I turn with my case?
In cases of suspected fraudulent purchases, terminal handling, or any other irregularities, please contact Paytrim support as soon as possible. Either via email at support@paytrim.com, or by phone at 010-7500990, and we will assist you further with the matter. If you have other questions or concerns related to protecting your business against fraud, feel free to contact our support using the contact information above. You can also read our article on how to protect your business against fraud here
What is a bank statement?
A bank statement is a document that certifies who the account holder of a specific account is and who the account issuer is (the bank). For a bank statement to be complete, it must clearly indicate:
- Which clearing + account number the certificate applies to.
- Who the account holder is (person/company).
- Which bank or other institution has opened the account.
How do I change the information regarding the beneficial owner?
If you wish to change information regarding the beneficial owner, this is done under "Settings" and then "Beneficial Owner".
Where do I change my contact information or company details?
You can change company details, contact information, payout bank account, and information about the beneficial owner under "Settings" in the menu, then "Company Settings".
How do I process a refund?
Only process refunds to the card used for the original payment; if the customer paid in cash and wishes to make a return, do not process it to a card. By refusing refunds to other cards, you can prevent fraudsters from exploiting your business for fraud and money laundering. As the merchant, you always have the right to refuse a refund to another card.
How do I link a bank account for payouts?
For those of you with an AB or HB with a bank account at SEB, Handelsbanken, Swedbank, Nordea, or Danske Bank, please follow the instructions below:
- Log in to the Paytrim Portal using your Mobile BankID.
- Click on the gear icon (settings) in the menu.
- Click on the "Fetch bank account" button in the "Bank account for payouts" box.
- Select the bank to which your account you want to register is linked.
- Zimpler will now request verification with BankID to log in to your bank.
- Choose the account you wish to link for payouts.You will then be redirected to the portal and will see your account number under "Bank account for payouts" with a green checkmark, indicating that your account is now activated for payouts.
For those with a different type of company or bank, please follow these instructions:
- Log in to your online bank and download a bank statement (this service is not available with all banks), or take a screenshot/print screen where the following information is visible:
- Associated bank
- Clearing number
- Bank account number
- Account holder (company name or person)
- (It is important that all necessary information is visible in a single image)
- If you cannot obtain a bank statement through your online bank, contact your bank and request that they email or mail you a bank statement.
- Upload your bank statement to our Portal.
- To upload your bank statement to your profile in our Portal, follow these steps:
- Log in with Mobile BankID to the portal.
- Go to "Settings" in the menu.
- Under "Bank account for payout," enter your clearing and account number in the field with the same name. The associated bank will automatically appear in the gray "Bank" field to the right.
- Under "Bank statement," click on the blue icon in the "Upload" field and select the file that is your bank statement.
- Then click the "Save" button.
- Once you click the save button, your bank statement will need to be approved by us, which usually takes up to one day.
What does it mean that we have received a chargeback?
In a chargeback, a customer has disputed a purchase that took place with you. When such a dispute is received, the disputed amount is automatically deducted by the card network (Visa/Mastercard). The amount may be refunded after the dispute process is complete and the dispute has been dismissed. Learn more about the chargeback process here.
I've opened a new point of sale. How do I use my card acceptance agreement there?
If you're an existing customer and the new business operates under the same organization number, you can easily set up your new point of sale in the portal with a few clicks. Navigate to "Settings" in the menu, and under "Merchant Accounts," click on "+ Add Merchant Account" to fill in all the information about your new store. We'll then contact you with all the necessary information to activate the agreement on your new card terminal. If it's a new organization number, feel free to contact support at 010-750 09 90 or support@paytrim.com, and we'll assist you.
