TrueLayer Opiniões 36

Resposta da TrueLayer

10/04/2026

Hi Adrian

Thank you for taking the time to share your experience! We're delighted to hear that PayByBank is working seamlessly for you.
Your feedback perfectly captures what we set out to achieve – making bank-to-bank payments simple and reliable.

It's brilliant to know that our solution is making your day-to-day payments easier and if you ever have questions or need support, our team is always here to help.

Kind regards
Simon

Resposta da TrueLayer

16/02/2026

Hola Jorge,

Lamentamos su experiencia y entendemos su frustración y nos gustaría ayudarle a resolver este problema.

Sabemos lo importante que es que todo funcione correctamente, entonces, si sigue teniendo problemas, estaremos encantados de investigar qué ha fallado y ayudarle a resolverlo.

Por favor, indíquenos qué es lo que no ha funcionado como esperaba y haremos todo lo posible por ayudarle.

Un saludo
Simon

Resposta da TrueLayer

Actualizada a 24/09/2025

Hello Brendan,

This is Eva from the Client Operations team, hope this finds you well.

I'm genuinely sorry to hear this and that any of our messages came across as rude, that is not the experience we want anyone to have. I’ve reviewed this and it looks like you received an automated eligibility email after your enquiry expressing interest to adopt our product in your company, not an actual response from our support team.

Unfortunately, we are currently focusing on different segments and are not able to support your use case at this time. As mentioned in the email you received, we do have a partnership with Stripe, and if you are still interested in working with TrueLayer, we encourage you to connect with their team via their contact form provided via email.

Thank you kindly for the feedback on our wording. We will use this opportunity to make our automated messages more straightforward in the future.

We wish you all the best with expanding your business and a great evening ahead.

Eva

Edit: I copied and pasted the sentence explaining the Stripe partnership from the original email. Rest assured, this is a genuine reply from a real human, not a canned or bot response. I've put in a request for information via TrustPilot to allow you to elaborate on your feedback, the aim is to improve for future reference.
Wish you the best day ahead!

Resposta da TrueLayer

23/09/2025

Hello Stuart,

This is Eva from the Client Operations team, hope this finds you well!

Thank you kindly for flagging this, I’m sorry to hear about the loops and waiting screens you’ve experienced on your iPhone. The flow you’re using hands you to your bank’s app to authorise, then back to our checkout to show the result. On some iOS setups the return step can stall, even when the payment has completed.

A few quick fixes usually resolve it:
1. Set Safari as the default browser, or (if you're already using that browser) try again in Chrome.
2. In Settings → Safari, turn off “Prevent Cross-Site Tracking” and “Block All Cookies”, and disable any Content Blockers.
3. Avoid Private/Incognito mode and clear cookies and cache, then retry.
4. Fully close and reopen the bank app before authorising again.

These steps address the iOS behaviours that cause the “stuck loading” you’re seeing and help the result screen display correctly. You can also rely on your transaction list for confirmation if the screen doesn’t refresh right away. For more iOS tips, we keep an updated guide here: https://support.truelayer.com/hc/en-us/articles/360002574378-I-use-Safari-on-iOS-and-I-m-having-issues-connecting-to-a-new-bank

We’re continuously improving the result screens shown after bank authorisation, including how long we wait before showing the final status, so you should see fewer of these stalls over time.

If you’re still running into this, please share the time of your latest attempt, the bank name and some visuals with the platform you're using TrueLayer on: our clients have the debug information we can use to look into this for you (all the data is encrypted on our side).

Wishing you a great evening ahead and hope this reply helps a bit!
Kindest regards,

Eva

Resposta da TrueLayer

19/09/2025

Dear Patrick,

Thank you for your feedback. We're sorry to hear about your experience and want to assure you that we take your concerns about data access very seriously.

At TrueLayer, we are committed to providing a secure and transparent service. We operate within the strict regulations of Open Banking, which are designed to put you in control of your data. This means we can only ever access the data that you explicitly consent to share, and only for the purposes you have agreed to. Your bank login details are never shared with us, and all data is encrypted.

We encourage you to review our End-User Terms of Service, which provide detailed information on how we handle your data and our commitment to your privacy and security: https://truelayer.com/legal/enduser_tos/.

We're always working to improve our services and your feedback is invaluable. If you have any further questions or concerns, please don't hesitate to reach out to our support team directly.

Kind regards
Simon

Resposta da TrueLayer

15/07/2025

Hello TW

Thanks for taking the time to explore our developer guide and for sharing your feedback—I'm really sorry your experience left you feeling dismissed.

From your feedback, we will review this internally and identify possible improvements to our processes.

Kind regards
Simon

Resposta da TrueLayer

17/06/2025

Hello Gareth

We sincerely apologize for your experience. It's clear we've fallen short, and we understand your frustration with the lack of contact.

We're investigating this internally based on your review and will aim to improve our processes to ensure that this does not happen again.

Thank you for your patience as we make these improvements.

Kind regards
Simon

Resposta da TrueLayer

10/06/2025

Thanks for pointing that out, and we're really sorry for the mix-up. It looks like we made an error on our side with both the experience mentioned and how we addressed you—misspelling your name and using the wrong one altogether. That shouldn't have happened, and we appreciate you flagging it. We’ll make sure to be more careful moving forward.

Francesca

Resposta da TrueLayer

9/06/2025

Hi Craig,

We understand you have some concerns, and we're sorry to hear about them.

You can learn more about TrueLayer by checking out our Help Centre article: What is TrueLayer? (https://support.truelayer.com/hc/en-us/articles/360003761817-What-is-TrueLayer) or exploring our main website: truelayer.com.

For help with your specific payment, we suggest reaching out to the support team of the payment app you were using. Should you have any other questions, please don't hesitate to contact us directly here: https://support.truelayer.com/hc/en-us.

Kind regards
Simon

Resposta da TrueLayer

6/05/2025

Hello Wendy,

We're sorry to read your concerns.

You are able to revoke all consents granted via the platform or app you have used, or directly into your account.

You can find more information on our ToS here: https://truelayer.com/legal/enduser_tos/ and about TrueLayer's security certification here: https://truelayer.com/security/certifications/.

If you have any additional questions, please do feel free to get in touch with us directly at https://support.truelayer.com/hc/en-us.

Kind regards
Simon

Resposta da TrueLayer

6/05/2025

Hi Red

We're very sorry to hear you experienced some issues.

We recommend reaching out to your ISA provider's customer support team as they're able to handle transaction-specific problems and can escalate to us when needed.

If you still don't get the expected support or solution, please don’t hesitate to get in touch with us directly at https://support.truelayer.com/hc/en-us.

Kind regards
Simon

Resposta da TrueLayer

21/03/2025

Hello Dave,
Thank you for your feedback. We're very sorry to hear you experienced some issues.

We recommend reaching out to the payment platform's customer support (Trading212 in this case) as they're equipped to handle transaction-specific problems and can escalate to us if necessary.

If you still experience challenges after reaching out to the merchant, please don’t hesitate to get in touch with us directly at https://support.truelayer.com/hc/en-us.

Wishing you an excellent day ahead!
Best regards,
Simon

Resposta da TrueLayer

23/01/2025

Hello Tracy Smith

Thank you for reaching out and sharing your feedback. We’re sorry to hear about the difficulties you experienced and how it negatively affected your reference for a flat.

We would recommend reaching out directly to the customer support team of the referencing company that you used as they will be able to look into what happened, and if need be, escalate to our teams.

If you still experience challenges after reaching out to the merchant, please don’t hesitate to get in touch with us directly https://support.truelayer.com/hc/en-us.

Best regards,
Simon

Resposta da TrueLayer

16/01/2025

Hello Miksaxxx

Thank you for reaching out and sharing your experience. We’re sorry to hear about the difficulties you’ve encountered.

To assist you further, we kindly recommend contacting the customer support team of the platform you were using to make the payment, as they will have more specific insights into your transaction and can guide you through resolving the issue or can then get in touch with us directly to further troubleshoot.

If you still experience challenges after reaching out to the merchant, please don’t hesitate to get in touch with us directly https://support.truelayer.com/hc/en-us.

Best Regards,
Fran

Resposta da TrueLayer

16/01/2025

Hello Caroline,

Thank you for reaching out and sharing your experience. We’re sorry to hear about the difficulties you’ve encountered.

To assist you further, we kindly recommend contacting the customer support team of the platform you were using to make the payment, as they will have more specific insights into your transaction and can guide you through resolving the issue or can then get in touch with us directly to further troubleshoot.

If you still experience challenges after reaching out to the merchant, please don’t hesitate to get in touch with us directly https://support.truelayer.com/hc/en-us.

Best Regards,
Fran

Resposta da TrueLayer

16/01/2025

Hello Andy,

Thank you for reaching out and sharing your experience. We’re sorry to hear about the difficulties you’ve encountered while trying to transfer funds via Open Banking.

To assist you further, we kindly recommend contacting the customer support team of the platform you were using to make the payment, as they will have more specific insights into your transaction and can guide you through resolving the issue or can then get in touch with us directly to further troubleshoot.

If you still experience challenges after reaching out to the merchant, please don’t hesitate to get in touch with us directly https://support.truelayer.com/hc/en-us. We’ll be happy to review the situation further and provide any additional support you may need.

We appreciate your patience.
Best Regards
Fran

Resposta da TrueLayer

16/01/2025

Hi Chris,

Thank you for taking the time to share your review with us. Your input is incredibly valuable, as it helps us identify areas for improvement and continue to grow.

Our team is deeply committed to providing exceptional support to our clients, and we’re truly sorry to hear that your experience didn’t reflect this. Some issues may require additional time to investigate and resolve, and we regret any inconvenience this may have caused.

To assist you further, our Client Operations team can be reached through our help center https://support.truelayer.com/hc/en-us. If you could share the specific issues or ticket references you’re referring to, we’ll be happy to look into them promptly.

We greatly appreciate your patience and understanding and look forward to resolving this for you.
Best Regards,
Fran

Resposta da TrueLayer

11/09/2024

Hello Waqar,

We would like to express our sincere gratitude for your fantastic review. We are absolutely thrilled that we were able to swiftly resolve the issue and return your funds. We wish you the very best in all your future endeavours!

Warm regards,
The TrueLayer Team