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What if your payment card is lost, stolen or retained by an ATM?

If you lose your debit card, credit card or prepaid card, or if it gets stolen or is retained by an ATM, block it as quickly as possible to prevent it from being misused. The different ways to block your card are given below.

Temporarily block your card using KBC Brussels Mobile

If you’re not sure whether you’ve lost your card or you’re not going to use it for a while, temporarily block it and reactivate it later in KBC Brussels Mobile.

For your debit card:

Log in to KBC Brussels Mobile and tap ‘My KBC’
Scroll to ‘Means of payment’ and select your debit card, credit card or prepaid card
Tap ‘Block, replace or cancel’
Select ‘Temporarily block your card’ to block or reactivate your card

For a credit card or prepaid card:

Log in to KBC Brussels Mobile and tap ‘My KBC’
Scroll to ‘Means of payment’ and select your debit card, credit card or prepaid card
Tap ‘Settings and more’ at the top right
Tap ‘Block, replace or cancel’
Select ‘Temporarily block your card’ to block or reactivate your card

Permanently block your card via Card Stop

If your card is lost, stolen or retained by an ATM or you haven’t received it, permanently block it via Card Stop.

Have KBC Brussels Mobile?

For your debit card:

Log in to KBC Brussels Mobile and tap ‘My KBC’
Scroll to ‘Means of payment’ and select your debit card, credit card or prepaid card
Tap ‘Block, replace or cancel’
Select ‘Card Stop’ and follow the instructions

For a credit card or prepaid card:

Log in to KBC Brussels Mobile and tap ‘My KBC’
Scroll to ‘Means of payment’ and select your debit card, credit card or prepaid card
Tap ‘Settings and more’ at the top right
Tap ‘Block, replace or cancel’
Select ‘Card Stop’ and follow the instructions

Don’t have KBC Brussels Mobile?

Call Card Stop on 078 170 170 (available 24/7). They will block your card and provide you with a new one.

Kate is also there to help you quickly block your card

If you want to block or unblock your payment card, or are looking to increase the limit for your debit card, feel free to ask Kate, your digital assistant in KBC Brussels Mobile.

Ask Kate

What to do if your payment card is lost or stolen

If your card has been stolen, be sure to have the police draw up an official report within 24 hours.
If you’ve lost both your debit card and your phone, call us right away (24/7) and we’ll block all your KBC Brussels apps.
If your card has been retained by a KBC Brussels or CBC ATM, we'll automatically send you a text message to let you know.

What you need to tell Card Stop

The Card Stop operator will ask you about:

The circumstances, i.e. whether your card was lost, stolen or retained by an ATM.
Who you are, including your name, where you live and your date of birth.
The card to be blocked, including what type of card it is, its number and who issued it.
The account number linked to the card.
Your phone, i.e. whether you lost it and if it had KBC Brussels apps installed on it. If it did, the operator will put you through to KBC Brussels Secure4u and KBC Brussels will immediately block all those apps.

At the end of the call, you’ll be given a file number. Keep it safe as it is proof that you reported the incident.

If your debit card has been blocked, you’ll receive a text message from KBC Brussels telling you that you can pick up a KBC Brussels Go Card at a KBC Brussels branch of your choice. This ensures you have immediate access to a debit card again. If your credit card has been blocked, you’ll receive your new card by post.

What to do if you receive a fraud prevention letter from Wordline

If the Fraud Control department at Worldline suspects that fraudsters have accessed your card details, they will write to tell you. Thanks to its collaboration with Mastercard, Worldline can quickly trace fraud. The letter will tell you what to do.
Learn more

Forgotten your PIN or want to unblock your payment card?

Has your card been blocked because you entered the wrong PIN three times? Find out what to do if you forget your PIN, if you want to change it or if you need to unblock your payment card.