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The Support for Expensya Payment Card

Updated by Emna Zarrouk

For the use of its payment cards, Expensya provides you with technical support that can address all your questions and concerns.

Here are the 5 cases where the support can assist you:

  • Information request
  • Access request
  • Change or evolution request.
  • Incident or anomaly report
  • Complaint submission

Information Request

Access Request

Change Request

Incident / Anomaly

Complaint Submission

Requests related to how to use Expensya.

Requests related to a need for access or support-related actions.

Requests related to a suggestion for a change at the level of one of the features.

Requests related to reporting an anomaly in the product or an incident or malfunction.

Requests related to raising dissatisfaction from the customer.

Here is an article that explains the possible ways to contact our support team.

For any complaints received, an acknowledgment of receipt will be sent within a maximum of ten days. Complaints will be processed within a maximum of two months from their receipt.

Once your request is escalated to our support team, we present below the steps and resolution process:

  1. Submission of the request by the client
  2. Receipt and categorization of the request by Support N1
  3. Processing of the request
    1. If the request can be resolved by Support N1, we process it and then inform you of its resolution
    2. If the request requires technical resolution, we escalate it to Support N2
      1. Receipt and categorization of the request by Support N2
      2. Processing of the request
        1. If the request can be resolved by Support N2, we process it and then inform you of its resolution
        2. If the request requires a more in-depth resolution, we escalate it to Support N3
          1. Receipt and categorization of the request by Support N3
          2. Processing of the request
          3. Information provided to the client
The most complicated requests are escalated to the CTO if necessary.

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