Support

You already use a MAP digital euro account

This page is for the users of a live digital euro account. It says who answers what, what identifies your situation without sensitive data, and the point at which a complaint takes over. Commercial enquiries follow another path.

The right contact

Who answers what

Support for a live digital euro account and commercial enquiries are two distinct channels. A user request follows the service channel

A question about the digital euro account

Amount available, authorised suppliers, area, period, joining the digital euro account. The organisation that manages the digital euro account defined these rules, and remains the competent contact.

Contact: the digital euro account owner

Difficulty with access or payment

Signing in to the app, access to a balance, a payment card lost or blocked. The request is handled by the service support, under the arrangements communicated to the digital euro account’s users.

Contact: the service support

A refused or disputed operation

A refusal is motivated by a rule of the digital euro account, applied before the payment is executed. If the reason does not match your situation, a complaint allows the case to be examined.

See the Complaints page

Identifying your situation

Four elements are enough, with no sensitive data

These elements are enough to find the digital euro account and the operation concerned, and keep your payment credentials safe

The digital euro account concerned: Its name, and the organisation that supports you.
The moment: The date of the operation or of the difficulty you ran into.
The amount: The approximate amount of the operation concerned, with no statement or receipt.
The message received: The reason for refusal displayed, as it was shown to you.

Keep these elements for a secure channel Full card number, PIN, security code, sign-in credentials, bank details, identity document: these elements stay out of messages and forms on this site. If a document is needed to examine your situation, MAP requests it from you through an appropriate channel, and only in that way.

Support arrangements are those of your contract The support arrangements applicable to a digital euro account are those agreed in the contract and communicated to the users concerned: channels, hours, response times. The time limits for handling a complaint, for their part, are set out on the Complaints page.

Other requests

Make a complaint : A complaint is a request for formal examination. Its procedure, its steps and its time limits are set out in writing, and are distinct from everyday support.
Commercial or institutional enquiry : Funding project, partnership, supplier assessment, press: the Contact page shows the appropriate channel.

Commercial enquiry

Your request concerns a digital euro account still to be created

If you want to pay out or collect funds for a specific use, describe your digital euro account.

Talk about your project Make a complaint An expert MAP gets back to you. No commitment.