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The French employment public service makes no exception to the general trend of public services dematerialisation. Guidance services provided by the employment public service, in particular Pôle emploi, the French job centre, go more and more digital. This article explores how this dematerialisation impacts the reception of these services by unemployed people far remote from the digital. It demonstrates that they are unsatisfied and/or unable to conform to their councellors’ expectations. Therefore they turn to other professionals, in our case facilitators of the MOVE programme (Mobilisation Orientation towards Employment), who work in disadvantaged areas in Marseille and who were studied between 2016 and 2021.