Questions & Answers

• What should I do if my mobile phone is lost or stolen?

To block your payment application : contact the customer service of your bank. Also contact the customer service of your operator in order to block your line and to get another SIM card. Unfortunately, we cannot replace your test phone. You will therefore no longer be able to take part in the test.

• What should I do if my mobile phone breaks down?

Contact the customer service of your operator, which will tell you how to return your mobile phone and your test SIM card. Unfortunately, we cannot replace your test phone. You will therefore no longer be able to take part in the test.

• I have typed 3 wrong personal codes. What should I do?

The payment function of your telephone is blocked. Contact the customer service of your bank.

• I have forgotten my personal code, what should I do?

Contact the customer service of your bank. Important: if you have changed your personal code, the bank will not be able to help you retrieve it.

• Can I change my personal code?

Yes. Just use the payment menu of your mobile phone (display the user instructions of your mobile phone).

• Can contactless payment be refused?

Yes, if the number of transactions or the unit or aggregate amount authorised for contactless payment exceeds the threshold set by the issuing bank. In this case, you are invited to use another means of payment for the transaction.

• How can I see the details of my payments?

They will appear among bank card payments in your bank statements, based upon the policy of your bank and the option selected on subscription (deferred or immediate payment).

• Do I always get a payment receipt?

Yes. A receipt is issued after each payment. This is your proof of payment.

• Do contactless payments generate additional costs?

No. These payments do not generate additional costs.

• What happens if someone calls me while I am making a payment?

The ongoing payment has priority. Do not withdraw your telephone from the contactless terminal before the four diodes are on and you hear a signal indicating that you have paid.

• Can I pay when my telephone is off or the battery is empty?

No. You cannot use your mobile phone for payment when it is turned off.

• What should I do if I do not receive the SMS indicating that my mobile phone has been personalised?

Contact the customer service of your bank.

• What should I do if I do not receive a personal code?

Contact the customer service of your bank.

• Can I pay elsewhere than at retailers participating in the Payez Mobile test?

Yes. You can pay in France and foreign countries (except the United States) at all sales points with the following logos: