Choose the country where the matter takes place
Your residence and the country relevant to your legal question can differ. Select the latter in the callback form, then choose your supported service language and enter a number with its international dialling code.
Explain the situation briefly: what happened, when and where, whether you received a document, and the next deadline you know about. If the matter involves several countries, say so rather than guessing which facts to leave out.
Prepare a timeline and three questions
Before the lawyer calls, put events in date order and keep the original documents accessible. Separate what you saw or received from what you have inferred. Note any exact dates in letters without assuming how a deadline should be calculated.
Choose the three questions that matter most, such as what the next step is, which document needs review and whether further representation is needed. Ask the lawyer how to share detailed material securely. Keep the initial routing message short; clinical records remain with the healthcare provider.
Understand the six-hour callback deadline
For a covered request, the qualified lawyer must attempt a callback within six elapsed hours of the original receipt. Nights, weekends and daylight-saving changes do not pause the clock. Follow-up messages and reassignment do not restart it.
Check the deadline in your account and keep your phone reachable. Private messaging is asynchronous. An automatic acknowledgment is not the lawyer’s callback; an attempted call, a successful connection and a completed consultation are recorded separately.
Know when the consultation allowance is used
The €60 annual membership, including applicable taxes, includes one initial consultation of up to 30 minutes per membership year. The allowance is reserved for an eligible case and used when substantive consultation begins. Unanswered calls and provider failures consume no minutes.
If a consultation is interrupted, its remaining minutes stay with that consultation. This does not create an extra consultation for an unrelated matter. Further advice, document work and representation require a separate price and agreement with the professional.
Match the contact route to the urgency
CannaCards is not an emergency line. For immediate danger, contact local emergency services; 112 is available free throughout the EU. Do not wait for a membership callback to request emergency help.
After the conversation, note the next action, who will take it and any agreed timing. If you cannot answer a callback or your details change, update the same case so the team can see the existing request.
Source: European Commission
Your next-step checklist
- Select the matter’s country and your service language.
- Check your full callback number.
- Write a short factual timeline and any known deadline.
- Prepare your three most important questions.
- Keep the same case updated and your phone reachable.
Common questions
Is the private message thread a live chat?
No. It is asynchronous. Your account shows the callback deadline; a message acknowledgment does not mean that a lawyer has spoken with you.
Do I lose my included consultation if I miss the call?
No. An unanswered call does not consume the allowance. The consultation begins when substantive advice starts, and interrupted consultations retain their remaining time.
Does the membership include representation?
It includes the initial consultation described above. Representation and additional work need a separate agreement; membership does not guarantee a legal outcome.
Official sources
- 112: the EU emergency phone numberEuropean Commission · 2026-09-23
General information to help you prepare. Your circumstances, route and medication need individual confirmation from the relevant authority, lawyer or clinician.