Last Updated: 2018-06-26, 05:59:57 PM
You have a disagreement with the way your account is handled or you wish to raise a claim with our solution. PayPlug commits to review your complaint and any associated request.

Two types of appeal are possible:

You are not a a merchant using PayPlug to collect payments and you wish to make a claim about a purchase.

Your bank statement shows the denomination “” ? This means your card was used to make a purchase with a merchant using our solution to collect payments.

If you need to get details about a transaction, you can contact our team by using the form available on the following page.

If you have an issue following a purchase made with one of our merchants, you should try to contact him in order to find a mutual agreement. Contact details are often displayed on the home page, the "Contact" page or "Terms" at the bottom of the site.

If you can’t reach an agreement or if there is no way to contact him, you can still try some other ways. You may find the different available options on the guide available on

PayPlug won’t provide any details about your order and can’t act as a mediator to resolve a dispute. We will only process claims received from competent authorities following a formal complaint. 

However, please don’t hesitate to report us merchants with whom you are involved in a dispute so that we can investigate on our side : Report a merchant.

You are a merchant using PayPlug to collect payments and you want to raise a claim about our service.

Any claim about PayPlug should be sent by registered letter with proof of receipt and quote the subject “Réclamation”. The postal address is as follows:

Société PayPlug
Service Réclamation
23-25, rue Jean-Jacques Rousseau
75001 Paris

Complaints will be processed at the earliest opportunity and at the latest 15 business days following the receipt of such complaint.

In unusual cases, if no response can be provided within the 15 days time frame and the cause is beyond PayPlug control, a waiting response will be sent, clearly explaining the extended waiting time required to respond to the complaint.
In any case, a final answer will be sent 35 business days at the latest following the receipt of the complaint.

If no mutually agreement could be reached, your complaint can be addressed to an independent mediator. This option is free of charge in case of a dispute and won’t interfere with any other ongoing procedure: Médiateur de l’AFEPAME, 36 rue de Taitbout 75009 Paris, France.

This procedure is is also outlined in article 32 of PayPlug terms.

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