Paytrail

Secure and easy online transactions

Paytrail is a Finnish payment institution and our payment service is used by more than 20 000 online businesses.

Customer service

Finland's most caring online payment experts

Founded in 2007, Paytrail is the largest Finnish online payment company that offers payment services for online businesses and apps. We act as an intermediary for online payments in numerous online shops and services, as well as the online payment traffic for the State Treasury's Suomi.fi service. Finnish municipalities, Trafi, the Police's e-services, and the Patent and Registration Office are covered by the service.

We are part of the Nets/Nexi group, and have a payment institution license granted by the Finnish Financial Supervisory Authority. Our goal is to offer our unique expertise and to constantly develop our service to serve Finnish online businesses, consumers and our partners, as well as to be a technological pioneer in our field.

Read Paytrail's story

Paytrail's payment service in a nutshell

checkmark Using our payment service is always secure and easy. You can buy safely on any website where you find our payment service.

checkmark Experienced and friendly customer service to answer your questions quickly in Finnish, English and Swedish.

checkmark You can pay using your preferred payment method: online banks, cards, mobile, or Buy now, Pay later.

checkmark Each online business selects which payment methods they accept, so available payment methods may vary.

checkmark Paytrail Oyj is shown as the payee on your bank or credit card statement for any payment made through our service.

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Customer service

Secure online payments

Companies who have received a payment institution license from the Finnish Financial Supervisory Authority place a strong emphasis on payment security. The operations of such payment service providers are constantly monitored, and they must comply with strict security obligations both in their technical implementation and in other operating models. When paying through Paytrail's payment service, you can be sure that the payment is handled securely and that the online business is reliable, because we have specific criteria that must be met to use our payment service.

We cooperate with banks and other companies in the financial sector, building even safer and more functional practices for doing business online. We are also committed to ensuring the security of our payment service, and we work actively to prevent fraud in online businesses. Our service warns of potential abuse and scam attempts, and each alert is checked by a trained professional.

Consumer customer service

We provide excellent customer service, 77% recommend us. Below you will find answers to frequently asked questions, but you can also contact us via chat, email or phone.

We will help with all your questions!

Customer service

What's this payment to Paytrail on my statement?

Paytrail is a payment service provider and provides online payment methods to online businesses. If you see Paytrail on your statement, it is because we have handled the payment made to an online business.

These can help jog your memory 🙂

  • Usually you get an order confirmation when paying online, check your inbox and junk folder around the same date as the payment was made.
  • After payment, Paytrail emails a payment confirmation in cases where the online business has provided us with the payer's email address. The final recipient of the payment is on the payment confirmation.
  • Have you paid state or municipal fees online?
    • Police e-services uses Paytrail for payments made for passports and/or ID card applications.
    • Trafi uses Paytrail for payments made to renew driver's licenses and changes to vehicle ownership or use
  • Have you made any changes to your business? The Finnish Patent and Registration Office uses our service (i.e. company change notifications).
  • Have you bought any digital products via mobile app such as tickets, games, ebooks or music?
  • Have you made any travel arrangements around that time? Reserve a hotel room or rent a car?
  • Have you donated to a charity, paid membership fees, or registered for a course at an educational institution?
  • Have you given your card details to your spouse, or children?

If you still don't know what the payment was for, feel free to send us a message at payments@paytrail.com. When contacting us, please send the following payment information: 

For online bank payments: a screen shot of the payment from your bank statement with all payment details visible (payer's name as it appears on payment, date, amount, reference number/message). Or if a screen shot isn't possible, the same info: payer's name as it appears on payment, date, amount, reference number/message. 

For card payments: the last 4 digits of your card, the date, amount of the payment. 

Where can I get a receipt for my purchase?

Most online businesses will email you an order confirmation, which will also serve as a receipt.

If you have not received your order confirmation or you can no longer find it, please contact the online business where you made the payment. 

If you do not remember where you made the payment or do not have the contact information for the online business, please contact us at payments@paytrail.com.

When contacting us, please provide the following payment information: 

For online bank payments: a screen shot of the payment from your bank statement with all payment details visible (payer's name as it appears on payment, date, amount, reference number/message). Or if a screen shot isn't possible, the same info: payer's name as it appears on payment, date, amount, reference number/message. 

For card payments: the last 4 digits of your card, the date, amount of the payment. 

I paid but haven't received my order, what now?

Always first contact the online store where the payment was made. Please be patient, some online stores take several days to reply.

If you are unable to reach them, please contact our customer service. Please make sure to provide as much info as possible to speed up the process. For online bank payments, a screen shot of the payment from your bank with all payment details visible (payer's name, date, amount, reference number/message) or for card payments the last 4 digits of your card, the date, amount of the payment. 

We will contact the online business to discuss the situation as soon as possible.

If you prefer to cancel your order paid via Paytrail, please use these instructions.

I want to return my order, how do I do it?

First, contact the online business using the instructions they provide on how make a return. As the return proceeds and the money is refunded, you will receive information from us via email.

I am expecting a refund, when will I receive it?

Returns usually take several business days, please refer to the online business' return policy for an estimate. It's good to keep in mind the hours of operations of Finnish banks and that funds are transferred between banks which takes time.