3.8. Payment service user relationship management

Payment service providers should establish and implement processes to enhance payment service user s’ awareness of the security risks linked to the payment services by providing payment service users with assistance and guidance.

The assistance and guidance offered to payment service users should be updated in the light of new threats and vulnerabilities, and changes should be communicated to the payment service user.

Where product functionality permits, payment service providers should allow payment service users to disable specific payment functionalities related to the payment services offered by the payment service provider to the payment service user.

Where, in accordance with Article 68(1) of Directive (EU) 2015/2366, a payment service provider has agreed with the payer spending limits for payment transactions executed through specific payment instruments, the payment service provider should provide the payer with the option to adjust these limits up to the maximum agreed limit.

Payment service providers should provide payment service users with the option to receive alerts on initiated and/or failed attempts to initiate payment transactions, enabling them to detect fraudulent or malicious use of their accounts.

Payment service providers should keep payment service users informed about updates in security procedures that affect payment service users regarding the provision of payment services.

Payment service providers should provide payment service users with assistance on all questions, requests for support and notifications of anomalies or issues regarding security matters related to payment services. Payment service users should be appropriately informed about how such assistance can be obtained.