Malt: most-reported complaints
Automated analysis of 74 public Trustpilot reviews published 2021-07-16 to 2026-09-24. TrustScore 3.5 from 1,545 total reviews — see the Trustpilot page. Quick answer: is Malt legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable, accounting for 43% of the 30 identified complaints out of 74 reviews analyzed. Other frequent issues include general complaints (37%) and billing errors (23%). A smaller number of reviewers also cited unhelpful support (17%). No clear trend could be established for these issues due to insufficient review volume.
How to reach Malt
These are the contact details Malt publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, email [email protected], address 241 rue St Denis, Paris, 75002, FR.
The company claimed its Trustpilot profile on 2021-03-02 and last replied to a negative review on 2026-09-25. Trustpilot ranks it 18 of 19 in Online Marketplace. We last checked this profile on 2026-09-26 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
3.7 → 3.5 across 7 census measurements since 2026-08-23. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-23 (78%, 2.5d) · 2026-08-26 (79%, 2.4d) · 2026-08-29 (79%, 2.3d) · 2026-09-08 (77%, 2.1d) · 2026-09-14 (78%, 2.1d) · 2026-09-17 (78%, 2.0d) · 2026-09-26 (79%, 1.9d).
Severity: 40% of this company’s 30 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.4 days between the experience and publishing their negative review (31 reviews record both dates).
Measured reply time: across 30 negative reviews that received a public reply, the median wait was 2.6 days — the company profile reports an average of 2 days.
Reply quality: of 30 company replies to negative reviews analysed, 63% engaged with the specific problem and 27% were generic templates.
Review provenance: 26 company-invited reviews in the recent window average 4.15★, while 47 organic (uninvited) reviews average 2.72★.
Sector benchmark: support unreachable makes up 43% of this company’s complaints vs a 18% median across 259 ranked companies in its sector.
Review velocity: 60 of this company’s 1,545 Trustpilot reviews (4%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Malt?
Support unreachable
13 reports · 43% of complaints“I was consistently ignored”
The company replied on 2024-10-25: “Hello Katarzyna, thank you for your feedback. We are sorry to read your review, as Malt is committed to providing a secure and reliable platform for freelancers and clients alike. We are constantly…”
Our classifier read this reply as a substantive response.
3 readers marked this review helpful on Trustpilot.
“The customer service has just started ignoring me and the project representatives reply to me once in a while after chasing them multiple times”
The company replied on 2026-06-25: “Hello, We take feedback like this very seriously and are deeply sorry for the stress this situation has caused. Because your review only provides the initials "SS," we haven't been able to find your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I didn’t hear back from Malt until August 16th, two days later”
The company replied on 2024-10-04: “Hello Salvatore, thank you for your message. We are very sorry about the phishing situation that happened early August. Thanks to your warning, we were able to stop the attack by blocking several…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
Other
11 reports · 37% of complaints“The customer service has just started ignoring me and the project representatives reply to me once in a while after chasing them multiple times”
The company replied on 2026-06-25: “Hello, We take feedback like this very seriously and are deeply sorry for the stress this situation has caused. Because your review only provides the initials "SS," we haven't been able to find your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“more than 30 days have passed and my payment didn't arrive yet.”
The company replied on 2023-10-02: “Hi Mourad, We are deeply sorry that you have had to deal with these payment delays. There have been human and organizational issues that have impacted the payment of your invoice on the Cash advance…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“It's totally a scam.”
The company replied on 2023-09-22: “Hello Tayyab, We're sorry to hear that you're not happy with Malt's services. Please contact our team at support@malt,com to provide us with more information so that we can help you find a solution…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
7 reports · 23% of complaints“I was consistently ignored”
The company replied on 2024-10-25: “Hello Katarzyna, thank you for your feedback. We are sorry to read your review, as Malt is committed to providing a secure and reliable platform for freelancers and clients alike. We are constantly…”
Our classifier read this reply as a substantive response.
3 readers marked this review helpful on Trustpilot.
“In 2025 alone, 25% of my payments were delayed”
The company replied on 2026-01-02: “Thank you for sharing this detailed feedback. We are genuinely sorry for the repeated payout delays and the lack of clear, proactive updates you experienced—this is not the level of reliability and…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“it took Malt 133 days - 6 months to pay our invoice”
The company replied on 2025-12-10: “Hi Mary, Thank you for sharing this experience, and I’m sorry for the frustration caused. I can review the full payment timeline for your invoice (issue date, client payment, and your payout), verify…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
5 reports · 17% of complaints“I will not work with you moving forward until you explain to me why I am paying you for no support”
The company replied on 2024-11-06: “Hello Jeremy, thank you for your message. As our support team member explained, unfortunately, the assignment is not eligible for a cash advance. In the meantime we will ensure that the customer pays…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Malt informed me that my perfectly good Belgian ID documents were "fraudulent".”
The company replied on 2023-01-24: “Hello, We are sorry that your experience on our platform was impacted when filling out your legal documents. Our payment partner who is in charge of validating these documents is quite picky about…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“4 months passed and my payment didn't arrive yet.”
The company replied on 2024-03-18: “Hello Banu, thank you for your message. We apologize that Malt was not able to meet your expectations and that your experience was not optimal. I confirm our Support and Finance teams are contacting…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Account/app problems
4 reports · 13% of complaints“Tried to delete it again and this is of course not working, because my email adress is no longer recognised.”
The company replied on 2026-05-18: “Hello Pauline, Thank you for bringing this to our attention, and we are truly sorry for the frustration this has caused. Of course, we want to respect your preferences and do not want your profile to…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Malt informed me that my perfectly good Belgian ID documents were "fraudulent".”
The company replied on 2023-01-24: “Hello, We are sorry that your experience on our platform was impacted when filling out your legal documents. Our payment partner who is in charge of validating these documents is quite picky about…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Even deleting my account was a hassle.”
The company replied on 2024-04-18: “Hello, thank you for your message. We apologize that Malt was not able to meet your expectations and that your experience was not optimal. These administrative documents will enable us to process…”
Our classifier read this reply as a deflection.
Compare Malt with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.