Here to help
Check our FAQ’s below. Can’t find what you’re looking for? Contact us and we’ll be happy to help.
FAQs
General
What is Brite?
Brite is a Swedish payment provider offering instant bank payments across Europe, enabling direct transfers between consumers and businesses with just a bank account and the ability to authenticate yourself with a local authentication method. No app, registration, or manual input is needed.
In short — we’re a fast, reliable, and secure way to make instant bank transfers from and to a bank account. We work hard to keep your transactions and data secure through encryption and other standard industry measures.
How do I use Brite?
You can use Brite through one of our registered merchants. When you go to pay online you’ll see Brite among the different payment options. Simply click on it and follow the instructions. No registration, no software; a valid bank account is all you need.
Is Brite safe?
Brite AB is a licensed Payment Institution under the supervision of the Swedish Financial Supervisory Authority (Finansinspektionen). Brite AB provides payment services under the Swedish Payment Services Act (2010:751) and the PSD2.
Being a regulated entity means Brite must adhere to strict laws, regulations and security standards. You can read about our obligations to users, how we initiate payments and process data in our General Terms & Conditions and our Privacy Notice. A transaction cannot be made without the user authenticating itself. If an error happens, Brite takes responsibility as further detailed in our General Terms & Conditions.
Why do I see a Brite transaction on my bank statement?
You have selected Brite at checkout to pay for goods or services. You can always contact us if you want more information about this transaction.
When contacting us, please, always include the payment message reference (this starts with “RF….”) from your bank statement or include the proof of payment with the transaction details.
How do I contact Brite?
Get in touch now and we’ll do our best to get back to you in 24 hours.
Who do I contact regarding GDPR, your Privacy Policy, or Cookie Notice?
Whatever the question, you can talk to us here.
I want to stop using Brite as a payment method. What should I do?
You can voluntarily exclude yourself from using Brite as a payment method. Please, contact us and share the payment message reference of any previous payment (that usually starts with “RF….”) from your bank statement or online bank with us. This will speed up the process for our support team.
Be aware that you will not be able to use Brite as a payment provider until you tell us otherwise.
Instant Payments
I’ve made a transaction through Brite. How do I know which merchant the transaction has been made to?
Can’t remember what a payment’s for? Or who you’ve paid? We can help. Contact us and attach a copy of the transaction details from your online bank.
Please always include the payment message reference (this starts with “RF….”) from your bank statement or include the proof of payment with the transaction details.
Why didn’t I receive a confirmation email from Brite?
As Brite isn’t the final receiver of funds, we can’t issue receipts or official documents. Only the merchant can give you payment confirmation, as the payment belongs to them.
We’re a digital payments provider working between customers and merchants. Meaning we don’t have the information needed to send confirmation emails, only the merchant does. So it’s best to contact their customer support directly if you haven’t had a receipt.
How long does it take for a payment to be completed?
Most Brite payments happen instantly. In rare cases it can take up to two days for funds to reach the merchant due to public holidays.
If you have any issues, notice a significant delay, or have a question about your transaction please contact your merchant directly.
If the merchant is not able to assist you, don’t hesitate to get in touch with us. Please always include the payment message reference (this starts with “RF….”) from your bank statement or the proof of payment with the transaction details.
Can you refund my payment?
In short, no.
Brite facilitates the transfer of your money to the merchant you want to pay. We don’t hold any funds or have any right of disposal, as they move straight to the merchant.
If you’d like a refund, please get in touch with the merchant.
I accidentally made a payment directly to Brite’s bank account. Can you send the money back to my bank account?
Yes, no problem. Contact us and attach the proof of payment with the transaction details. We will return your payment to your bank account as soon as we identify it.
Can I make a payment with my business account?
Brite doesn’t support payments from business accounts (yet). Right now, deposits can only be made with personal bank accounts.
What is a source of funds check?
A source of funds check is a process used to verify the origin of money used to finance or purchase activities. It is usually conducted by banks and financial institutions to comply with anti-money laundering (AML) regulations.
Why are source of funds checks important?
Source of funds checks are essential. They help financial institutions comply with anti-money laundering (AML) regulations. They also help prevent transactions with illegal funds.
Why would Brite ask for a source of funds?
Asking for a source of funds is a regulatory requirement for providers such as Brite, imposed by the Swedish Financial Supervisory Authority (Sw. Finansinspektionen).
How and when will consumers be asked to provide their source of funds?
Source of funds checks will be prompted as required by regulation, but only once every 12 months. Consumers can provide information directly in the Brite interface while completing a transaction. No other interaction with Brite will be necessary. Consumers can complete the process within a matter of seconds.
I can’t complete my payment. An error message is displayed. What can I do?
For any technical issues when trying to make payments, please contact us and upload a screenshot or video of the error message and describe when it occurs.
Instant Payouts
How long does it take for a payout to be processed?
Most of our payouts are settled instantly. However, depending on the bank and merchant, the processing time can be up to two banking days due to public holidays or weekends.
Can you cancel my payout?
The transfer process is completely automatic, so Brite can’t cancel a payout that’s already been initiated. If the payout was made by mistake, please contact the merchant directly.
Why is my payout late?
If you have any issues receiving your payout, when you notice a significant delay, or if the merchant cannot assist you, please contact us.
Please include the payment message reference of any previous payment/payout (this starts with “RF….”) from your bank statement or provide us with your IBAN.
I can’t complete my payout. An error message is displayed. What can I do?
For any technical issues when trying to make payouts, please contact us and upload a screenshot or video of the error message and describe when it occurs.
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Feedback & Complaints
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How to submit a complaint about Brite’s services
If you have feedback for Brite or are dissatisfied and wish to make a complaint about Brite’s services, please click this link to fill out the Feedback & Complaints form.
Our complaints handling process
We will confirm receipt of your complaint in writing. Our aim is to handle your case as soon as possible. In more complicated cases, a more in-depth investigation may be needed, which could require some more time. In such cases, we will keep you updated until we can come back with a final response.
Most complaints cases are responded to within a week. In exceptional cases, it can take more than two weeks, but never more than 35 days.
You are important to us, and we will do our best to find a good solution.
If you want to escalate your complaint
If you are not happy with the outcome of your complaint case, you can turn to:
Swedish Financial Supervisory Authority (Swe. Finansinspektionen):
(https://www.fi.se/en/)
The local district court of Stockholm, Sweden:
(https://www.domstol.se/stockholms-tingsratt/)
European Consumer Centres Network (ECC-Net):
(https://www.eccnet.eu/)
EU’s online platform for dispute resolution:
(https://ec.europa.eu/odr/)
Allmänna Reklamationsnämnden (ARN):
(https://arn.se/)
Konsumenternas Bank- och finansbyrå:
(https://www.konsumenternas.se/)
