In-app chat
In-app support
Best for common blocks, quick questions and follow-up on existing cases.
Support and complaints
All useful Deblock contacts, without the detour
When you need help, choosing the right channel saves time. This page brings together contact methods, support logic and the announced timelines for formal complaints.
Official policy
Deblock complaint process
The timelines and rules shown here rely on the official complaints policy published by Deblock.
Read the official documentGeneral support
support@deblock.com
Use it for general help requests and issues that do not yet require a formal complaint.
Official complaint
complaints@deblock.com
Use it if you want to submit a structured complaint with a formal timeline.
When to use chat
For a common issue, real-time follow-up or a question directly linked to your already active account in the app.
When to email support
For a general request, more information or a problem that does not yet call for a formal complaint.
When to file a complaint
If you expect a formal answer, a documented resolution or follow-up within an announced timeline.
Prepare your request
What to include in a complaint
- Your first and last name
- The phone number and email linked to the account
- The type of issue encountered
- The date or period when it happened
- The resolution you want
Timelines
The announced response times
- Acknowledgement within 10 business days
- Final response within 2 months except in exceptional cases
- For a payment service: response within 15 business days, up to 35 days in exceptional situations
Postal address
Mail option if needed
Deblock - Multiburo, 1 Cour du Havre, 75008 Paris
Mediation
The mediators mentioned by Deblock
- AFEPAME mediator for complaints outside crypto-asset related services
- AMF mediator for complaints related to crypto-assets