How to Complain
We want to put things right when something goes wrong.
1. About the OneMAI platform (groups, scheduling, reminders, features)
We handle these.
Email: Hello@joinonemai.com
2. About payments, e-money or your account
These services are provided by UAB ConnectPay, an Electronic Money Institution (licence No. 24, Bank of Lithuania), which handles these complaints.
You can:
Send your complaint to us. We forward it to ConnectPay the same working day.
Contact ConnectPay directly:
By post: Algirdo str. 38, 03218 Vilnius, Lithuania
By email: send an email to support@connectpay.com
By phone, 24/7: +370 666 44600 or +356 279 22875
Read their full process: connectPay complaint policy
What to include:
Your name (and company name for business accounts), address and contact details
The date of your complaint
What happened and which of your rights or interests were affected
What you are asking for
Any supporting documents. If someone is complaining on your behalf, include proof of authorisation.
Complaints to ConnectPay must be in English or Lithuanian.
How long it takes
You get a reply within 15 business days. If the case is complex, you will receive a written explanation of the delay, and the final answer will come within 35 business days.
Time limit for consumers
Individuals should complain within 3 months of becoming aware of the problem to keep the right to use the Bank of Lithuania's out-of-court process. You can still complain later.
If you are not satisfied
Bank of Lithuania dispute settlement (individuals only, free, non-binding): apply within 1 year of your complaint to ConnectPay. Toll-free line: +370 800 50 500.
Bank of Lithuania supervisory complaint (individuals and businesses), if you think financial regulations were breached.
State Data Protection Inspectorate, for personal data issues.
Courts of Vilnius, for any customer.
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