The user can retrieve documents in another solution's safe if it is identified as an organisation in Digiposte.

Your users can benefit from telephone assistance if you choose to subscribe to the Telephone Customer Service option. 

This enables your users to contact a Digiposte advisor directly, from Monday to Saturday morning. 

This option is usually offered at the start of the project, for a renewable period of 3 months. 

It can also be taken out at any time. 

Please contact your usual contact person to set it up.

The safe is personal, and what it contains is the employee’s exclusive property. The employee will be able to use it even after leaving the company. Please note that to retain access in that case, you must provide a personal e-mail address. 

Digiposte strongly recommends that when you implement the solution, you take employee departures into account, using the cancellation function. Especially if you are planning on reassigning registration numbers. 

Registration remains activated until cancelled.

If the holder of a Digiposte account dies, the notary or one of the heirs must contact Digiposte customer service in order to launch the administrative procedures. 

The holder of a Digiposte account can also designate a trusted contact who can, in the event of physical inability, death, etc., access the safe and documents archived inside. 

For more information about which documents to provide, please go to user help

The company should not cancel your user's registration. You will surely have numerous documents to transmit in the following months. In addition, if the Digiposte account was not activated, the user's heirs may finalise the process and retrieve the documents while the registration is in effect. It is especially important not to cancel the registration in this case.

User satisfaction is a priority for Digiposte. All our teams are mobilised on a daily basis to ensure the best possible customer experience and quality of service.

We listen to feedback from our users via all channels (customer service, social networks, application stores, etc.) and ensure that we respond to any user expressing a difficulty.

If a user expresses a difficulty, please do not hesitate to direct them to our Customer Service advisers: https://aide.digiposte.fr/contact 

To measure the satisfaction of our users, we carry out satisfaction surveys several times a year.

This enables us to monitor satisfaction and service recommendation (NPS) indicators on a regular basis, and also to identify priority areas for improvement.

Several types of assistance are available to help users learn to use Digiposte: 

• Online help provides answers to frequently asked questions, along with tips and news. It can be accessed via: aide.digiposte.fr 

• A contact form to obtain help from a Digiposte, advisor, via: aide.digiposte.fr/contact. 

  For each contact, a ticket number (LPL-xxx) is assigned. This ensures optimal follow-through for the file. Advisors are available Monday to Saturday morning, with a response time of 24 to 48 hrs. If one of your users encounters a problem that is not solved, please obtain the ticket number for that particular contact.

   

• A chatbot to answer simple questions. 24/7. It is accessed on the connection, registration, password renewal and payslip registration pages. The problem may be sent on to an advisor if the answer does not suffice and an advisor is available at that moment.

First of all, check with the issuing organisation to make sure that the user does not have several safes or e-mail addresses. In particular, make sure the user’s registration has been activated.

If both conditions are met, and the document still isn’t delivered, the employee can contact Digiposte customer service, or the issuing organisation can get in touch with their dedicated contact (e.g. the distributor). 

If the user's log-in information is not recognised, first check that it has been correctly entered, then make sure the user is indeed registered. 

If this is not the case, the issuing organisation must create a registration. 

On the other hand, if the user is in fact registered and the log-in information has been correctly entered, the user should contact Digiposte customer service.

The message “registration already configured” appears when the safe has already been customised for that registration. The user should then visit the Digiposte site then enter their login and password to access the safe.