How can I contact the Customer Service?
You will find a section dedicated to the customer service in the mobile applications Île-de-France Mobilités, Bonjour RATP, SNCF Connect.
This section lists the most commons topics and can handle some in selfcare mode (immediate process) and when necessary, send a request to the customer service.
In Île-de-France Mobilités application you access to it via Purchase > Contact us. The naming of the section may vary slightly on each the application.
Need help with a ticket loaded onto your Navigo pass using a mobile phone?
If you have difficulty to top up a Navigo pass using your mobile phone, the selfcare process available in the mobile application will either complete the ticket loading in the pass or cancel the payment.
Access in Île-de-France Mobilités application: Purchase > Contact us > Tickets loaded on my Navigo pass > I can't top up my Navigo pass with my phone.
To get assistance on the ticket loaded onto your Navigo pass using a telephone, please address to the usual points of sale (counters, ticket offices and agencies) of the transport operators.
Need help with a ticket loaded onto your phone or connected watch?
For a ticket loaded on your phone or your connected watch, please go to the customer service section in your mobile application and select the appropriate topic. It will be automatically process or you request will be sent to the customer service
Access in Île-de-France Mobilités application, section Purchase > Contact us > The tickets loaded in my Phone and, when necessary it will send a request to the customer service.
From the Apple Wallet, you are redirected to the Île-de-France Mobilités application to create your request: select your digital Navigo card, more button(...) > Card Details > Île-de-France Mobilités application.
From the Samsung Wallet, you are redirected to the Île-de-France Mobilités application to create your request: consult the tickets loaded in your phone, select one of these tickets, then the contextual menu (...).
Authentication on Île-de-France Mobilités Connect is required to send your request.