Review Insights · App Store
Île-de-France Mobilités
Ile de France Mobilites · 3,484 ratings · ★ 4.7
4.7
★★★★★
3,484 ratings
🎯 Build a better version
Top complaints - extracted from 90 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"account"
40 negative reviews mention this · 44% of all complaints
★★★★★ "If you are traveling to France, DO NOT GET THIS APP. I travelled for a few days to Paris and I downloaded the app to use as I was told it was the easiest thing to use. I bought a day pass for €12 and when I went to use it, it wouldn’t let me through. I went to the help counter and the guy sai…" - MadeleineD109
2
"create"
28 negative reviews mention this · 31% of all complaints
★★★★★ "Not Helpful. Unfortunately, you can’t create an account with this app if you have a US phone number, so it doesn’t work." - T_Trish
3
"create account"
26 negative reviews mention this · 29% of all complaints
★★★★★ "US and Canada Traveller cannot create accounts. I tried on multiple devices to create an account and was not able to. My phone was blocked. I then tried to buy a ticket and was charged for it without creating an account. It did not let me add the ticket to my Apple wallet. This app does …" - JustinA1988
4
"ticket"
24 negative reviews mention this · 27% of all complaints
★★★★★ "Took My Money But No Tickets Given. I bought Metro tickets here, they weren't provided after payment. I needed to open an account to access them but that wasn't allowed because I have a US phone number. I will be disputing the charges with my credit card company. Total waste …" - bagman1974
5
"tickets"
22 negative reviews mention this · 24% of all complaints
★★★★★ "Took My Money But No Tickets Given. I bought Metro tickets here, they weren't provided after payment. I needed to open an account to access them but that wasn't allowed because I have a US phone number. I will be disputing the charges with my credit card company. Total waste …" - bagman1974
6
"phone"
20 negative reviews mention this · 22% of all complaints
★★★★★ "If you are traveling to France, DO NOT GET THIS APP. I travelled for a few days to Paris and I downloaded the app to use as I was told it was the easiest thing to use. I bought a day pass for €12 and when I went to use it, it wouldn’t let me through. I went to the help counter and the guy sai…" - MadeleineD109
7
"blocked"
20 negative reviews mention this · 22% of all complaints
★★★★★ "Terrible. Really wanted to be able to buy a Navigo pass for my weeklong trip in Paris, but it blocked me. Then it said to contact the site administrator to unblock me, and I wasted another half hour on the horrible website trying to figure out how t…" - Enneagirl
8
"money"
17 negative reviews mention this · 19% of all complaints
★★★★★ "If you are traveling to France, DO NOT GET THIS APP. I travelled for a few days to Paris and I downloaded the app to use as I was told it was the easiest thing to use. I bought a day pass for €12 and when I went to use it, it wouldn’t let me through. I went to the help counter and the guy sai…" - MadeleineD109
9
"paris"
16 negative reviews mention this · 18% of all complaints
★★★★★ "If you are traveling to France, DO NOT GET THIS APP. I travelled for a few days to Paris and I downloaded the app to use as I was told it was the easiest thing to use. I bought a day pass for €12 and when I went to use it, it wouldn’t let me through. I went to the help counter and the guy sai…" - MadeleineD109
10
"card"
15 negative reviews mention this · 17% of all complaints
★★★★★ "If you are traveling to France, DO NOT GET THIS APP. I travelled for a few days to Paris and I downloaded the app to use as I was told it was the easiest thing to use. I bought a day pass for €12 and when I went to use it, it wouldn’t let me through. I went to the help counter and the guy sai…" - MadeleineD109
11
"purchase"
15 negative reviews mention this · 17% of all complaints
★★★★★ "Shake down. My family and I purchased 7 tickets and entered. Man saying he was police charged 70 euros for each adult after we entered, claiming multiple passes didn’t work. He saw we had purchased a pass for all of us but still fined us. He did the sa…" - James H345
12
"terrible"
14 negative reviews mention this · 16% of all complaints
★★★★★ "Terrible. Really wanted to be able to buy a Navigo pass for my weeklong trip in Paris, but it blocked me. Then it said to contact the site administrator to unblock me, and I wasted another half hour on the horrible website trying to figure out how t…" - Enneagirl
📋 All 90 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
If you are traveling to France, DO NOT GET THIS APP
I travelled for a few days to Paris and I downloaded the app to use as I was told it was the easiest thing to use. I bought a day pass for €12 and when I went to use it, it wouldn’t let me through. I went to the help counter and the guy said that it should be working and for some reason it’s not. I had to spend an extra €2 to get the physical card to use and had to buy another day pass so I lost €12 euros for nothing. I also have tried to call and it either hangs up on me or doesn’t let me talk to a real person. I’ve tried their chat bot which just tells me to call and I can’t write to them because it just tells me to contact them through the app. You also need to have an account with them to chat with anyone which you can’t get unless you have a EU or UK phone number which I don’t have. This app was a total waste of time and money.
Not Helpful
Unfortunately, you can’t create an account with this app if you have a US phone number, so it doesn’t work.
Took My Money But No Tickets Given
I bought Metro tickets here, they weren't provided after payment. I needed to open an account to access them but that wasn't allowed because I have a US phone number. I will be disputing the charges with my credit card company. Total waste of everyone's time.
Terrible
Really wanted to be able to buy a Navigo pass for my weeklong trip in Paris, but it blocked me. Then it said to contact the site administrator to unblock me, and I wasted another half hour on the horrible website trying to figure out how to do that. Ultimately successful.
Shake down
My family and I purchased 7 tickets and entered. Man saying he was police charged 70 euros for each adult after we entered, claiming multiple passes didn’t work. He saw we had purchased a pass for all of us but still fined us. He did the same thing to a family behind us. Seemed like a shake down.
Cannot create an account. Cannot contact developers on their Contact form.
I downloaded the Ile-de-France Mobilités app in order to purchase public transportation tickets for myself and my family during an upcoming visit to Paris.
When I tried to create an account, I immediately received a message that I was “blocked.“ I then attempted to contact the developers through the contact form in the app but, despite having completed all required entries, never got not the ok to “submit” my message.
How can I create an account to purchase a Navigo card or RATP tickets for my trip?
When I tried to create an account, I immediately received a message that I was “blocked.“ I then attempted to contact the developers through the contact form in the app but, despite having completed all required entries, never got not the ok to “submit” my message.
How can I create an account to purchase a Navigo card or RATP tickets for my trip?
Locked out
I tried to set up an account. It did not like the password. Next time I tried I got. Message said I needed to contact the developers, but didn’t give me any way to do so so basically I can’t sign up and use this service. It’s useless therefore.
Really poor developed app
Trying to create an account which requires your phone number. US or USA or America or the United States are missing from The country choice list. I tried to use Canada ( which has area code 1) or manual type 01/ 1, the app cannot allow me to pass, so the app is useless for me
Very good at deducting funds
App does not reliably open subway gates, but does reliably charge you for rides you then cannot take.
A joke
Can’t even register an account just keep getting the same message “Sorry, you have been blocked. You are unable to access iledefrance-mobilites.fr”. So unhelpful.
Unable to buy airport ticket
If you’re unable to validate your ticket upon exit, be it no working or available places to scan your ticket, the app does not make it clear that any subsequent tickets you buy WILL NOT work until you somehow validate the previous ticket. This lead to much confusion about how to buy airport tickets using the app if you have an “outstanding ticket” because as far as the app is concerned you’re still on the metro / or you’re trying to avoid paying the airport zone fee. Also the description for the “group” ticket method is misleading. According to a person scanning the tickets, it’s only one person one ticket. So I had purchased 2 (group) tickets believing it would cover my partner. It did not.
Terrible application, don’t trust
bought a pass, charged me, then wouldn’t let me put it on my apple wallet, didn’t receive verification email
tried again charged me again still didn’t show up on apple wallet
terrible service please be careful
tried again charged me again still didn’t show up on apple wallet
terrible service please be careful
So bad
Over complicated and sadly no logic. If you already have a ticket, you cannot buy one to go to the airport. Paris should used tap and pay like every other capitals
Garbage
Didn’t work. Ate my money
Beyond Kafkaesque
Account creation impossible for Americans under most circumstances. In attempting to create an account on the app and on their website in a browser, I got a message that I am blocked because of security concerns. I tried to submit a ticket online under their support page (as other people who have written negative reviews for similar issues have been directed to do by the developer team in their responses to those reviews), however, even in trying to submit a support request on their official website, I am met with an error message informing me that my “message has not been sent” and that I should “try again later.” This app does not function and is garbage.
Download RATP instead you cannot even buy a airport ticket via train
The stupidest app for subway in Paris especially when you aren’t French
Charged for a ticket I never received
Disappointing
Bloquage d’accès inattendu !
Je me suis retrouvée bloquée juste en cliquant sur créer un compte ! Sans que je fasse quoi que ce soit et je ne comprends pas le problème ? Ça m’est jamais arrivée
Does Not Work
Metro ticket purchases did not work. I lost 5 euros because tickets purchased through this app did not work at stations. Do not waste your money.
Catastrophic - do not use
This app was probably designed by a taxi company. Ergonomics are from the 80s. Menus freeze. You pay for tickets and they stay “waiting to load” forever - your money being lost. You can’t reload “incompatible” tickets until you exhaust the ones you already have - when you might not have WiFi anymore. What a disaster.
AVOID: it crashes and freezes up
The solution is to get a physical Navigo card. This app is not stable, not user friendly, and would never pass testing anywhere else in the world. If you want to pay for tickets and lose the money, try this app. If you want to learn what not to build while developing a mobile app, download it and try using it. This is by far the worst app I have ever installed on my phone for the last 10 years. I’ll probably have to dispute my credit card charges for the tickets which never downloaded and could not be used.
Please Fix buying an airport ticket
It's December 2026 and I still cannot buy an airport ticket from Paris. I was literally in a rer B station for a train which goes to CDG and I DID NOT have any other tickets and it did NOT show me the option. And NO, I could not add a new navigo card because many metro stations have bad mobile data and it just kept circling when I tried to get a new navigo card.
I had to literally buy a new paper card and load it with an airport ticket for 2 + 13 euro.
Everywhere else was working properly. Can you please show that option by default ?.
I had to literally buy a new paper card and load it with an airport ticket for 2 + 13 euro.
Everywhere else was working properly. Can you please show that option by default ?.
scammers
such a scammer app
US and Canada Traveller cannot create accounts
I tried on multiple devices to create an account and was not able to. My phone was blocked. I then tried to buy a ticket and was charged for it without creating an account. It did not let me add the ticket to my Apple wallet. This app does not work for US or Canadian travellers. We had to Uber everywhere in Paris. We tried multiple times to use the app and had other people try and help us.
Service client catastrophique
Impossible de contacter quelqu’un. L’app est truffée de bugs
Broken App - Can’t Buy a Ticket
This app is absolutely terrible.
I tried to buy a ticket from 15:05 until 15:55 and couldn’t complete the purchase. The app kept freezing with the message: “Your payment request is being processed. Please wait…”
I tried three different cards - same result.
At first, I even attempted to create an account, but the verification (“prove you’re human”) kept loading for 10 minutes, and never finished. Skipping the account didn’t help: payments still stayed “in process.”
One payment was stuck for 25 minutes, then I tried again with another card and the app froze for another 15 minutes.
I entered my cards details twice, and tried Apple Pay once - and now I might lose money for three failed transactions. I can’t even check if these payments will be charged because I couldn’t create an account due to constant freezing.
I wasted almost an hour and don’t even know if the app charged me. Completely unusable.
I tried to buy a ticket from 15:05 until 15:55 and couldn’t complete the purchase. The app kept freezing with the message: “Your payment request is being processed. Please wait…”
I tried three different cards - same result.
At first, I even attempted to create an account, but the verification (“prove you’re human”) kept loading for 10 minutes, and never finished. Skipping the account didn’t help: payments still stayed “in process.”
One payment was stuck for 25 minutes, then I tried again with another card and the app froze for another 15 minutes.
I entered my cards details twice, and tried Apple Pay once - and now I might lose money for three failed transactions. I can’t even check if these payments will be charged because I couldn’t create an account due to constant freezing.
I wasted almost an hour and don’t even know if the app charged me. Completely unusable.
Useless
You can buy tickets without an account but you can’t add tickets to wallet (there’s some bug in the app). They say you need an account but it’s impossible to create an account (another bug). They will automatically refund you but you already lost 10 minutes of your time figuring out and have to buy a physical ticket anyway, which is more expensive.
AVOID IT: Stole the money, no tickets delivered!
App is freezing on “add to iPhone / Apple Watch” screen after successful purchase. No way to recover purchases. No way to restore account or make password reset. Support does not respond. AI chat has no solution.
Horrible App that is Useless for non-Europeans
The Île-de-France Mobilités app is one of the most frustrating travel apps I’ve ever used. Non-European travelers can’t even use it properly, making it practically worthless for visitors. For a city that welcomes millions of tourists each year, this is unacceptable. They should take notes from how the DC Metro app works - simple, intuitive, and accessible to everyone.
Not a friendly application for international travelers
Application is not set up to create accounts for anyone outside Europe and UK. In general, the Paris public transportation system is not friendly to international travelers. We had spent a week in London traveling in the Underground and city buses simply tapping our credit cards in and out of the station. The Parisien system is very convoluted and not friendly to visitors.
horrible app
why the f do the buttons not work when you press them. why did i have to buy tickets 4 times for them to show up in app. why was it so slow. can yall tighten up
Crashes when reading Navigo card
Terrible. Simply does not work. It crashes every time it tries to read the Navigo card (on iPhone 16).
Money deducted but no ticket
Money got deducted but did not get the ticket for 3 day pass
Cannot Create Account
Whether on the app or the web, you are BLOCKED from creating an account. How rude. Apparently you have to be in France for it to work. I’m in the US. So much for trying to prepare for our vacation.
Doesn’t function on my iPhone 16
Paid for day pass but couldn’t use it. Couldn’t even click many of the buttons. Pass doesn’t show anywhere although charge went through. While trying to troubleshoot, my phone was blocked from access. Maybe not for international users.
TOO CUMBERSOME TO REGISTER!!!!!!!!
Absolutely terrible registration and login process. The worst I have ever seen. I don’t care if the rest of the app is stellar. If I can’t register and login, you earn what you get. Absolutely worthless.
Unable to buy airport ticket
App worked great all week buying tickets from the airport and around Paris. The day that we needed to go back to the airport, the option to buy airport tickets just disappeared from the app. We were stuck and couldn’t do anything, and ended up needing to buy a physical IDF card. Awful ending to an otherwise great experience with the app. Figure out how to tell the user in the app why they can’t buy it, or better yet just fix it to allow users to buy the airport ticket! It’s not that hard
5th rate technology
Never lets you sit. Up for an account. Either blocks your device for there is a technical error. Both within and outside fog France.
Scam
This app is absolutely a scam. Purchased a ticket and then could not get it on my phone without creating an account, which you then cannot do without a French phone number. They don’t tell you this ahead of time. Absolutely a scam app that should be shutdown. These developers are trash.
SCAM
I purchased and never got my ticket, now i’m out 12€
Terrible App
This app keeps saying “error” when I try to create an account, so then I just bought a one way ticket on the subway. I entered my email and received no proof of
purchase. The app froze when I tried to add ticket to my apple wallet. My bank says I was charged but I have no way to access ticket. Can’t recommend- seems to be a scam.
purchase. The app froze when I tried to add ticket to my apple wallet. My bank says I was charged but I have no way to access ticket. Can’t recommend- seems to be a scam.
Scam for foreigners
The app is buggy for first time purchases (add pass to wallet step freezes, force quitting the app then loses any record of your purchase). What’s worse is you can’t create an account without a French phone number so there’s no accountability. Fix your app. My partner and I both lost money for no service and no recourse.
can’t add to wallet
Liberté ticket can’t add to wallet
Completely useless and expensive since you have to buy tickets twice
Terrible, completely useless app. You need to create an account but then you can't sign into your account because the app insists on sending a code to your email. I tried for about half an hour to login and never got a code until 12 hours later. Of course, by then, the code had expired. I tried again the next day and it took more than two hours to get a code which, by that point, had expired. It just can't be that hard to design an app that, at the very least, allows you to sign into your account to access the TICKETS YOU ALREADY PURCHASED.
A ticket to the airport unavailable within 4 hours of buying a metro ticket.
This tourist-unfriendly "feature" frustrated me and caused one of my friends to miss her flight out of CDG. If you need to ride both the Metro and the airport train on the same day, you should buy the ticket to the airport the night before. Or as the app developer suggested, create two virtual cards - one for Metro rides and the other for the airport train. But why!!! Would the developer care to explain what idiotic logic lies behind this "feature"?
not functional
When using the single ticket feature without signing in, I was able to purchase the ticket, but once prompted to add my ticket to apple pay the app froze and wouldn’t let me add it or exit. The purchase still went through, waste of 2.50 euros… This also happened on the phones of the two people I was traveling with.
Terrible
Takes forever to download. Once you want to register it blocks you. Very frustrating
Bought Digital Tickets, Had to Buy Cardboard Anyway
Multiple tickets bought through the app - but was only able to use one because the turnstiles would not allow use of the second and third tickets. Had to purchase physical tickets at the station, which defeats the purpose of having an app in the first place.
Absolutely terrible for tourists
For rides within Paris, it takes many steps and time on the first purchase and fewer but still many unnecessary steps on subsequent purchases (eg you need to re-enter your email every time).
The worst part though is that you can’t even buy a ticket to the Orly airport. We got charged an extra €2 per person for a physical Navigo card just for that ride on top of the extortionate elevated fee just for going to the airport. In fact it’s cheaper to take Uber if you’re two or more people (but potentially slower depending on the traffic situation).
The worst part though is that you can’t even buy a ticket to the Orly airport. We got charged an extra €2 per person for a physical Navigo card just for that ride on top of the extortionate elevated fee just for going to the airport. In fact it’s cheaper to take Uber if you’re two or more people (but potentially slower depending on the traffic situation).
Useless
Can’t create an account bc apparently my phone is “blocked” from the website so even tho I paid for a pass that won’t even load into my Apple wallet, I can’t receive a proof of purchase or any support because I would have to make an account. Completely useless.
+ 40 more in the clipboard copy
Sentiment summary
93%
Positive (4-5★)
1%
Neutral (3★)
6%
Negative (1-2★)