Frequently asked questions about the KBC Brussels Cybersecurity Service

Frequently asked questions about the KBC Brussels Cybersecurity Service

Change choice of package

How can I purchase/cancel the KBC Brussels Cybersecurity Service?

To purchase/cancel the KBC Brussels Cybersecurity Service, choose one of the following options:

1. In KBC Brussels Touch or KBC Brussels Mobile:
    Go to the details of the account from which you pay (or intend to pay) for the KBC Brussels Cybersecurity Service.
    Under ‘Settings’, tap the arrow next to KBC Brussels Cybersecurity Service.

2. With the help of an employee at your KBC Brussels branch:
    If you require help with the purchase or cancellation of the KBC Brussels Cybersecurity Service,
    you can call KBC Brussels Live on 02 303 31 60. We’ll be happy to help you.
 

Which antivirus software is recommended?

Norton, McAfee and Kaspersky are similar antivirus options.
The software you should choose depends on your personal preferences and needs.
For more information on the various options available, see our range of antivirus software and the system requirements.

 

Does the antivirus software include anti-spam features?

The antivirus products offered also have anti-spam features:

Norton: for supported e-mail clients
Microsoft Office Outlook
Info: https://support.norton.com/sp/en/uk/home/current/solutions/v37793624
Info client support: https://support.norton.com/sp/en/uk/home/current/solutions/v1608238

Kaspersky: for supported e-mail clients
Microsoft Office Outlook
Microsoft Outlook Express/Windows Mail
Info: https://support.kaspersky.com/14034

McAfee: for supported e-mail clients and webmail
Microsoft Office Outlook
Microsoft Outlook Express/Windows Mail
Webmail
Info: https://smarthelp.mcafee.com/help/mcafee/18.3/ui/total%20protection/en-us/GUID-38309231-AF64-4C5A-8FE0-9B6832E613C5.html

 

How do I change my antivirus software?

It is not possible to change your current software.

However, you can cancel your current KBC Brussels Cybersecurity Service and apply for a new one including the preferred software. There are no additional costs involved.

To cancel and re-apply for the KBC Brussels Cybersecurity Service, choose one of the following options:

1. In KBC Brussels Touch or KBC Brussels Mobile:
    go to the details of the account from which you pay for the KBC Brussels Cybersecurity Service. Under ‘Settings’,
    tap the arrow next to KBC Brussels Cybersecurity Service.

2. With the help of an employee at your KBC Brussels branch:
     If you require help with the cancellation of/application for the KBC Brussels Cybersecurity Service,
     you can call KBC Brussels Live on 02 303 31 60. We’ll be happy to help you.

 

What should I do if my e-mail address changes?

You will need to update your e-mail address in KBC Brussels Touch or KBC Brussels Mobile, under ‘Profile’  >  ‘Personal details’. This will ensure that the extension e-mail is sent to the right e-mail address.

 

Install and extend

How can my family use the KBC Brussels Cybersecurity Service?

Your family can also use the KBC Brussels Cybersecurity Service.
During the installation process, you can enter your family member’s/members’ e-mail address(es).
When they open the e-mail on their device(s), they can install the software.

 

On which devices can I install the antivirus software?

Your contract includes all devices that support Microsoft Windows, Mac OS X and Android.
The functionalities for IOS are limited:

McAfee: limited functionality
Wi-Fi Scan¹, Media Vault², Anti-Theft³, Safe Web⁴
Info: https://www.mcafee.com/en-us/antivirus/ios.html  

Norton: limited functionality
Wi-Fi Security¹, Web Protection⁴, Device Security⁵
Info: https://us.norton.com/mobile-security-for-ios

Kaspersky: limited functionality
Security Live⁵, Account Control⁶, Secure Connection VPN⁷, Password Manager⁸
Kaspersky Security Cloud IOS: https://support.kaspersky.com/13960, https://apps.apple.com/us/app/kaspersky-security-cloud/id1089969624
General info: https://www.kaspersky.com/blog/ios-security-explainer/23811/

¹ Scans the Wi-Fi’s security level and alerts you in the event of a threat.
² Enables protection of files using a PIN.
³ Enables remote locking of your device in the event of theft, and locating it with GPS.
⁴ Checks the websites you visit and alerts you in the event of fraudulent and malicious websites.
⁵ Alerts you when your operating system is out of date or your device contains vulnerabilities.
⁶ Checks your online accounts and determines whether they have been compromised.
⁷ Encrypts your online traffic and transmits it via Kaspersky servers in order to prevent the traffic from being read on
   public Wi-Fi. Limited to 500 MB per day.
⁸ Stores your passwords under one master password and automatically enters them on websites.

 

When do I receive my confirmation/extension e-mail?

Within 24 hours of making your purchase, you will receive a confirmation e-mail with your product code and instructions for installing your package.
Each year, around 60 days before your contract expiry date, you will receive an extension e-mail with your new product code.

 

 

I’m having trouble with the installation/extension.

For questions regarding installation/extension, please contact the helpdesk on freephone 0800 65 650.
They can take you through the necessary steps on your computer.

 

How do I link my mobile phone/tablet? How do I install the extension on all my devices? Will it suffice to enter the product code on one device or do I need to enter it on each device separately?

You can link your mobile phone or tablet by installing the app on the relevant device. To do so, log into your account and start the installation process.
After activating the extension online, the extension should be visible on all devices, as they are all linked to the same account.
As there are some issues with Norton, if you are using this software, we recommend installing the extension on each device separately.
If you are using a PC, click on ‘Help’ in the top-right corner and select ‘Enter product code’.
On your mobile phone and/or tablet(s), open the app, tap on the Menu button, select ‘Extension’ and then ‘Enter product code’.

 

I currently use Norton Security Deluxe, but the key I received is for Norton 360 Deluxe. Do I need to upgrade first or just enter the new key?

From October 2019, you can upgrade to the new Norton 360 at no additional cost.
For purchases or extensions after this date, you will receive a licence for Norton 360 Deluxe instead of Norton Security Deluxe.
All you need to do is enter the new key.
For extensions, Norton Security Deluxe will automatically be updated to the new Norton 360 Deluxe.

 

Is my contract automatically extended each year or is action required on my part?

Your contract is not automatically extended. Each year, you will receive a new product code by e-mail from info@cybersecurityservice.KBC Brussels.be, around 60 days before your contract expiry date. You can use this product code to activate the new licence.

 

 

Can I use offers received directly from Norton, etc. (for example, an upgrade to Norton 360)?

We do not recommend using offers you receive directly from Norton, McAfee or Kaspersky.
If you do, you may end up paying more than you need to.
 

 

When does my contract expire?

You can check the details and status of your contract in your antivirus software account, where you will also find your contract expiry date.

 

If I don’t live in Belgium, how do I contact the helpdesk?

To contact the helpdesk from outside of Belgium, call the number +32 15 63 22 80.

 

Payment

How/when is the payment for the package debited?

Payments for purchases made on or after the second business day of the month are debited the following month.
Example: If you purchased the KBC Brussels Cybersecurity Service on 3 August, the payment will be debited from your current account at the end of September.

 

I accidentally paid Norton/McAfee/Kaspersky directly. How can I cancel this payment and recover the amount in question?

If you have paid Norton/McAfee/Kaspersky directly, we cannot cancel this payment for you.
You can request a refund within 30 days of making your purchase by contacting the company’s own customer support department.

 

Licence code (product code)

Where do I enter my product code?

The e-mail you received from us (sent from info@cybersecurityserviceKBC Brussels.be) contains a link to the page where you can click or tap on the relevant item.

For example, if you purchased the KBC Brussels Cybersecurity Service, first click or tap on ‘Registration’ and then follow the steps to enter your product code and complete the registration process. Next, install the software.
For an extension, click or tap on ‘Extension’ and then follow the steps to enter your product code.

 

Should I enter the product code as soon as I receive it?

When you receive the product code, you can enter it at any time, as long as you do so before the expiry date of your current licence. You will find the exact expiry date in your account.

 

I haven’t received a product code.

Please contact the helpdesk on freephone 0800 65 650 – they can resend you the e-mail with the product code.

I accidentally deleted the e-mail containing the product code.

Please contact the helpdesk on freephone 0800 65 650 – they can resend you the e-mail with the product code.

 

Once I’ve entered my product code, how can I tell if the process has been completed correctly?

You can check whether your licence has been activated correctly in your antivirus software account.
Alternatively, you can contact the helpdesk on freephone 0800 65 650 – they can check for you whether the product code has been activated correctly.

 

Cera partners

Cera partners: How do I receive the discount?

This discount is applied automatically.

 

Cera partners: Do I receive the discount if I already have a KBC Brussels Cybersecurity Service contract?

The discount for Cera partners also applies to customers who already have a KBC Brussels Cybersecurity Service contract.
The discount is applied automatically; no action is required on your part.

 
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