opago Complaints Procedure
Your opinion counts — and helps us get better.
At opago, we see every feedback as an opportunity to further improve our service. Our goal is to provide you with a seamless, secure and modern payment experience — and should you ever be dissatisfied, we want to resolve this quickly and transparently.
How to file a complaint
Please submit your complaint using one of the following methods:
- By email at complaints[at]opago.com
- By form: Use our MICA compliant template, which you can download below and fill out and send back to us by email.
Download MiCA compliant complaint form (PDF)
Status request regarding a submitted complaint
If you have already filed a complaint and would like to inquire about the status, please contact us:
Please note: Complaints are currently only addressed to English or German received.
This is how our complaint management works
- 1. Confirmation of receipt
You will receive confirmation of receipt of your complaint within three working days. - 2. Review & editing
Our team will review your request thoroughly and fairly. During processing, we will keep you up to date. - 3. Answer & solution
We aim to resolve all complaints within two months. Should more time be required, we will inform you in good time about the next steps.
Are you not satisfied with our answer?
In that case, you can use a Review by our management request. Alternatively, you have the right to contact the competent supervisory authority. On request, we will provide you with all the information you need to take this step.
Our promise: Fairness, transparency, improvement
opago is committed to an open, solution-oriented complaint procedure:
- All answers will be given in writing — by email or, if you wish, by post.
- Complaints and their processing are documented and stored for at least five years.
- Our process is reviewed annually to meet the highest standards.
Contact
For questions or further information on the complaint procedure, please write to us at complaints[at]opago.com.
