Support

You already use a MAP programme.

This page is for the users of a live programme. 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 programme and commercial enquiries are two distinct channels. A user request never goes through a commercial form.

A question about the programme

Amount available, authorised suppliers, area, period, joining the programme. The organisation that runs the programme defined these rules, and remains the competent contact.

Contact: the programme 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 programme’s users.

Contact: the service support

A refused or disputed operation

A refusal is motivated by a rule of the programme, 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 make it possible to find the programme and the operation concerned. They expose no payment credentials.

The programme 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.

Never send these elements

Full card number, PIN, security code, sign-in credentials, bank details, identity document. None of these must be sent by message or through a form on this site. MAP never asks you for them in that way. If a document is needed to examine your situation, it is requested from you through an appropriate channel.

The channel actually available

What this site can, and cannot, do.

This site replaces neither the owner of your programme nor the support of the service you are attached to.

No response-time commitment is displayed here

MAP publishes on this site neither a continuous service nor a standard response time. The support arrangements applicable to a programme 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.

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 programme still to be created.

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

Talk to an expert Make a complaint A MAP expert will get back to you, with no commitment.