Hello,
If you need urgent assistance with your apartment, please proceed as follows:
- If our agency is open (from Monday to Friday, between 9:00am and 6:00pm), please send an email to support.france@joivy.com and mention your phone number in the e-mail.
- If our agency is closed, make sure your request cannot wait for our agency to be opened before continuing with the procedure.
Here are the situations we have listed as URGENT :
- You cannot enter your home because you have lost your key or left your key inside. Please check the following link before contacting us.
- You no longer have electricity in your apartment and you've already tried these solutions to help restore power.
- You have a plumbing problem/a large water leak that you cannot stop yourself.
If you find yourself in one of the positions listed above, and only in these circumstances, you can contact our emergency phone number:
07 55 54 60 72 (Domestic calls)
+33 7 55 54 60 72 (From an international number)
Our teams will then be able to request for urgent technical work to be undertaken with our partner organisation, Mes Dépanneurs.
The charge of the cost for this urgent technical will be advanced by Joivy. You will not have to pay the person who comes to your property.
However, if the technician identifies that the problem has come about due to misuse by someone in the apartment, Joivy retains the right to charge you for a part of this fee.
Please note, an emergency door opening can only be financed by Joivy if you have been unable to open it due to a technical problem inherent to the lock. We cannot pay for this if you have simply forgotten your keys.
Moreover, if a replacement of the lock is required, it must be approved by Joivy before it goes ahead.
Do you have an urgent issue which is not listed above?
You can contact us on our emergency line during at the following times:
From Monday to Friday between 6:00pm and 9:00pm
On Saturday and Sunday between 9:00am and 9:00pm
Emergency Number:
- 07 55 54 60 72 (Domestic)
- +33 7 55 54 60 72 (International)
Warning: any unnecessary call will be charged 49€. For example:
- If your check-in date was not registered during our opening times, such as during the day on Saturday or Sunday
- If you have an issue with your keys when one of your flatmates is in the apartment
- If you have difficulty accessing your apartment - please consult the apartment access information in the email you received to collect your keys, or try to get in touch with one of your flatmates
- If it relates to personal matters, for example an issues with your flatmates, your neighbours or the caretaker
- If you have issues with your internet connection
- If you have a problem with an item of furniture or a household appliance.
All of these situations will be handled by our support team during our opening hours. Please send us the necessary information via email to support.france@joivy.com