KBC Brussels Mobile frequently asked questions (FAQ)

Frequently asked questions (FAQ)

KBC Brussels Mobile frequently asked questions (FAQ)

Frequently asked questions (FAQ)

General questions on the KBC Brussels Mobile app

What do I need to be able to use KBC Brussels Mobile?

  1. A smartphone
  2. A KBC Brussels Bank Card and a new generation KBC Brussels Card Reader (if you don’t already have one, it’s easy to order our latest card reader online)
  3. A KBC Brussels account. You don't have a KBC Brussels account yet? You can open one in your KBC Brussels bank branch.

Can I use KBC Brussels Mobile on any smartphone?

KBC Brussels Mobile is available for the following devices, your phone or tablet whose operating system must also be original, unmodified and supported by their manufacturer.

• Apple iPhone 4S or later running iOS 9.3.5 or higher
• Apple Watch (smartwatch) only in combination with iPhone 5 with iOS 9.3.5 or higher
• Apple iPad running iOS 9.3.5 or higher
• 4G smartphone running Android 4.4.4 or higher, with a screen diagonal of up to 8 inches
• Android Wear (smartwatch) only in combination with Android 4.4.4 or higher
• Tablet with a screen diagonal of at least 8 inches running Android 4.4.4 or higher
• Windows phone running Windows Phone 8 or higher

Special requirements for specific features

• App that can open PDF files for viewing certain types of documents
• Phone with an autofocus camera for some MobilePay and scanning features
• Device running iOS 9.3.5 or higher that supports Touch ID fingerprint authentication (iPhone 5S or later) for Touch ID features
• Device that supports Face ID authentication (iPhone X) for Face ID features
• If you want to use the Fingerprint feature on an Android device, it needs to be equipped with a fingerprint sensor and running Android 6 or higher
• Phone that lets you scan transfer forms:
    • iPhone 5S or later
    • Android device with a high-end autofocus camera and Android 5 or higher
    • Windows phone with an autofocus camera running Windows 8 or higher
 

How do I connect to KBC Brussels Mobile

You can do so using a Wi-Fi connection or via your mobile phone network.

Is KBC Brussels Mobile free?

We don’t currently charge for the app or use of our mobile banking service and don't plan to either. We may charge for new additional features in the future, but we’ll always ask first whether you wish to use and pay for them. That way, you’ll never be faced with extra charges all of a sudden. If you use KBC Brussels Mobile over a Wi-Fi connection or mobile phone network, additional charges may apply.

Do I need to take out a special data plan with my provider?

If you don’t use Wi-Fi, you’ll need a data plan. You will not need ‘Unlimited use’, as large amounts of data are never sent.

Signing up for KBC Brussels Mobile if you already bank with us

How do I sign up for KBC Brussels Mobile?

Install our official app from your app store. All you have to do then is complete our secure registration and activation process directly from the app.

What is a PIN?

This is the code you use to log in and sign transactions once you’ve registered your device.

Can I use KBC Brussels Mobile straightaway?

Yes, once you’ve installed the KBC Brussels Mobile app, completed the registration and activation processes (you only have to do this once) and set your PIN.

What are Touch ID (iOS), Face ID and Fingerprint (Android)?

Touch ID is the official name for the fingerprint identity sensor on the latest iPhones and iPads. On Android devices it’s called Fingerprint. It’s built into the home button on your device and lets you log in and sign transactions without having to use your PIN.

Face ID is the facial recognition feature on iPhone X that lets you unlock your phone without having to enter your passcode.

Where do I set up Touch ID/Face ID/Fingerprint?

You can only do this in your device's settings.

Can I use KBC Brussels Mobile on more than one device?

Yes, although you’ll need to complete the registration and activation processes and set your PIN for each device. It’s up to you whether to use a different PIN for each device or to go for the same one for all.

Can several users use the app on the same phone?

No, smartphones are treated as personal devices and therefore cannot be used by more than one KBC Brussels Mobile user.

Don't forget that if someone logs in as an active user on a smartphone using the registration and activation procedures, they become the only active user on that device. This means that the previous user will no longer be able to log in (unless they complete the registration and activation procedures again).

Can others log in and sign using my KBC Brussels Mobile app?

This can only be done using your PIN.

Note that anyone who adds their fingerprint or face to your device can log in to your KBC Brussels Mobile app and sign transactions using Touch ID/Face ID/Fingerprint.

Why do I need to set up a new PIN or Touch ID / Fingerprint if I replace my device or wish to use an additional one?

This is so that your new device is recognised for use with KBC Brussels Mobile and security is guaranteed.

Can I use letters and numbers in the PIN I choose?

The PIN for the KBC Brussels Mobile app must consist of five digits. Letters are not permitted.

Signing up for KBC Brussels Mobile if you don't yet bank with us

How do I start using KBC Brussels Mobile if I'm not yet a KBC Brussels client?

Install our official app from your app store. Launch the app and tap 'Open an account'.
All you have to do then is finish applying for an account and you can get started with KBC Brussels Mobile right away. We'll send you your debit card by post.

If you have the itsme app, you can even register your KBC Brussels Mobile app with us without applying for an account or using your debit card by tapping ‘Activate KBC Brussels Mobile’.

Learn more about itsme.

Installing the app and logging in

Where do I get KBC Brussels Mobile?

We’ve developed the app for iPhones, Android phones, and Windows phones.

You can install KBC Brussels Mobile from the Apple App Store, Google Play or Windows Phone Store.

Can I start using the app right away once I've installed it?

Yes, after you’ve registered and activated it using your debit card and card reader and set your five-digit PIN. If you wish, you can also already set up Touch ID/Face ID/Fingerprint and your transfer limits. Learn more about limits.

Where can I find my card number?

Your card number is a unique, personal number that you will find on your KBC Brussels Bank Card. You need it when registering and activating the app on your device.

After three failed attempts, my PIN has been blocked. What should I do now?

If your PIN has been blocked, you can request a new one using ‘Change PIN' under your profile. This involves registering again using your debit card and card reader.

Can I change my KBC Brussels Mobile PIN?

Yes. Just log in and go to ‘Settings’ to change it.

If an account is added or removed in KBC Brussels Touch, does that also happen automatically in the KBC Brussels Mobile app?

Yes, changes are instantly visible in KBC Brussels Mobile.

Card blocked for online use

Why am I being told that my card has been blocked for online use?

That means you’ve entered the wrong PIN three times in a row when logging in. Contact your KBC Brussels branch to have this block removed. You can still use your card to pay in shops or make cash withdrawals from ATMs.

Displaying account information

What accounts are shown in my accounts view?

All the current and savings accounts shown in KBC Brussels Touch, i.e. any current and savings accounts in your name, or for which you hold a power of attorney or are the legal representative.

Does my accounts view also show my accounts at other banks?

Yes. You can add current accounts with certain other banks to your account view. This feature is only available in our Mobile app (not in Touch). You can also delete accounts you've added.

The balance for one my accounts at another bank is outdated. Can I update this?

Yes. You can see the date on which the balance was last updated. Tap the account to update its balance to the correct amount in just a few steps. You may have to identify yourself again at your other bank.

Does KBC Brussels Mobile show me who has access to my account details?

Yes. In the menu, tap ‘More > Profile > Manage account details access' to see who you've authorised to access your account information. Tap a name to see the accounts they can access or remove their access.

Can I create transaction statements?

When you go to the details of a completed transaction, there's a button at the bottom of the screen that lets you save the transaction details as a PDF file. You can preview the file right away or save it on your phone.

Why is there an icon next to my account?

An icon appears next to your account balance when amounts have been reserved on your account. These are usually pre-authorised Maestro payments made at filling stations or when abroad (the total of any temporary holds of this type is shown under your pending payments). If an amount is shown next to this icon, that’s how much you can use for transactions.

What is a reserved amount?

A reserved amount is a temporary hold or pre-authorisation of a specific amount of the available balance on your account. It is not a charge and no funds have been debited from your account, though it is deducted from your available balance. The most common examples are payments made using the Maestro facility on your card (when you use your card to pay at filling stations or for other purchases, and when you withdraw cash abroad). The time between the amount being reserved and actually being debited from your account is usually very short (taking anywhere from a few minutes to a couple of banking days). The reserved amount can differ from the actual amount debited.

Can I determine the order in which my accounts are shown?

Yes. Go to your profile and tap ‘Account view’ to reorder and show/hide accounts. Drag and drop an account to reorder how it appears. KBC Brussels Touch also lets you set the order in which your accounts appear, which will also be synchronised to your KBC Brussels Mobile app.

Your accounts will appear in the same order as in the drop-down menu for transfers.

Businesses also have a 'Business accounts on top' option here. Depending on your choice, your business products or your personal products will be displayed first.

Can I hide accounts?

Yes. Go to your profile and tap 'Account view'. Use the toggle button to hide or show an account. This feature is not available in KBC Brussels Touch.

Can I get alerts when money is put onto my account?

If you have one of our Plus current accounts or a business account with us, you can get alerted about incoming transfers.

In the menu, go to 'More > Profile > Notifications'.

How far back can I check my account balance?

You can check your transactions going back one year.

Can I search my account details?

Yes. You can search by amount, originator or beneficiary name and reference by selecting the desired account, then going to 'Search past transactions' in the 'Transactions' view.

Why am I getting an alert saying that one or more transactions weren't carried out?

This means that you don't have enough money on your account to carry out the transaction(s) in one go.

Go to the details of the uncleared transaction(s) and tap 'Clear'.

Can I change the amount to be cleared?

Yes. You can increase the amount or delete certain transactions to lower the amount to be cleared.

Which uncompleted transactions can I delete so that other transactions can still be carried out?

You can only delete planned credit transfers, standing orders and automatic savings orders.

Can I top up the account with insufficient funds on it from any account?

You can top up the account that doesn't have enough funds on it from any account that lets you transfer money to another of your own accounts.

I run a business. How can I identify my business accounts?

Your business accounts are shown in dark blue and your personal ones in light blue.

KBC Brussels Internet Protection Insurance

Where can I find out more about dangers on the Internet?

Visit www.kbc.be/en/secure4u.

Where in KBC Brussels Mobile can I take out KBC Brussels Internet Protection Insurance?

Tap a current account to see its details. You can then take out KBC Brussels Internet Protection Insurance under ‘Settings’.

How do I cancel or change my Internet Protection Insurance?

Tap the current account from which you pay for KBC Brussels Internet Protection Insurance. Under ‘Settings’, tap the arrow next to KBC Brussels Internet Protection Insurance.

I don’t have KBC Brussels Internet Protection Insurance, but even so the option is marked ‘Yes’.

You can take out KBC Brussels Internet Protection Insurance for all your family’s current accounts, so a member of your family may have already opted for this.

How do I find the conditions of cover for KBC Brussels Internet Protection Insurance?

Search our website for ‘KBC Brussels Internet Protection Insurance’.

KBC Brussels Cybersecurity Service

Where can I find out more about dangers on the Internet?

Visit www.kbc.be/en/secure4u.

Where do I find KBC Brussels Cybersecurity Service in KBC Brussels Mobile?

Tap a current account to see its details. Go to the ‘Settings’ tab to learn more about and get KBC Brussels Cybersecurity Service, if you don’t already have it.

How do I cancel my KBC Brussels Cybersecurity Service package?

Tap the current account from which you pay for your KBC Brussels Cybersecurity Service package. Under ‘Settings’, tap the arrow next to KBC Brussels Cybersecurity Service.

How do I find the KBC Brussels Cybersecurity Service regulations?

Search our website for ‘KBC Brussels Cybersecurity Service’.

I have never requested KBC Brussels Cybersecurity Service protection, but even so the option is marked ‘Yes’.

KBC Brussels Cybersecurity Service covers your entire family, so if a member of the household has already taken out the service, you’re automatically covered as well.

Making credit transfers

Where can I find the 'Transfers' feature?

Tap the blue double-arrow circle to start a transfer.

What is SurprisePay?

Know someone getting married or celebrating their birthday? Have a friend who just became a mother or bought a home for the first time? Surprise them with a personalised transfer. Turn your transfers into gift cards with a personal photo or message.

Who can you SurprisePay?

You can send a personalised SurprisePay transfer to anyone. If they also have our KBC Brussels Mobile app, it tells them when they’ve received it. If you want to send a SurprisePay message to someone who doesn’t have our Mobile app, you can send it in other ways like e-mail or Facebook.

Can I only transfer money between my own accounts?

No. You can also transfer funds to saved beneficiaries and to other accounts within the euro area. You can enter both one-off and automatic orders. View the limits for all types of transactions. View the limits for all types of transactions.

Can I make transfers from all my accounts?

Yes. You can make transfers from any account shown in your app, including ones you hold at other banks.

Not all banks currently support this feature, which is why you can't yet select certain accounts as a paying account.

Note that restrictions apply to certain types of accounts, such as savings and blocked accounts.

Can I change a limit?

You can do this in the app itself
the first time you register or by tapping 'Profile' in the menu. Your limits are separate to those for MobilePay or MobileCash (for cash withdrawals with your phone). Learn more about limits. Changes you make to your limits apply to all devices on which you use the app.

What if I want to transfer an amount in excess of the permitted limit for KBC Brussels Mobile?

You can sign the transfer straightaway with your bank card and card reader.

What if I want to transfer an amount that exceeds the balance left under my daily limit but that is lower than the authorised amount for KBC Brussels Mobile?

If your remaining daily limit is exceeded, you can save the transaction in question in the remittance folder in KBC Brussels Touch or KBC Brussels Mobile or sign it immediately using your debit card and card reader.

Can I save new beneficiaries in KBC Brussels Mobile?

Yes. Tap the blue double-arrow circle then ‘Manage beneficiaries’ to do this.

Can I mark beneficiaries as being for my business?

Yes, you can categorise a beneficiary as either 'personal' or 'business'. Your business-related beneficiaries are shown in dark blue and your personal ones in light blue.

Can I set up automatic payments?

Yes. Go to 'Payments', open the 'More' tab and tap 'Automatic payments' to see a list of your automatic payments and edit or remove them. Tap the blue button to add an automatic payment.

Where can I find my direct debits?

Go to 'Payments', open the 'More' tab and tap 'Direct debits to see your active and blocked direct debits. Tap a direct debit for more details or to name or block it.

A direct debit has been incorrectly taken from my account. What should I do?

You can ask for a direct debit to be refunded up to eight weeks after it has been paid from your account, except in the case of a business-to-business direct debit. Go to the details of your direct debit and open the 'Transactions' tab. Select the transaction that you want to be refunded for. We'll put the amount on your account and inform the provider of the direct debit.

What does the scan feature do?

This lets you scan pink paper transfer forms so there’s no need to enter the transfer order details manually. Tap the blue double-arrow circle to start a transfer. Select ‘Transfer funds to other accounts’ and tap the camera icon to use the scan feature.

Which phones let you scan transfers and which don't?

If your phone doesn't support this feature, it won't be available in the app menu.

Which details can be scanned and which can't?

You can scan:
    • Amount
    • Account numbers in IBAN format
    • Beneficiary names (not addresses)
    • Standard-format references
 
You can't scan and need to manually enter:
    • Free-format references
    • Execution dates
    • You’re alerted if scans don’t work.
 
Always check scanned details to make sure they are correct.

What is SmartPaste and how does it work?

SmartPaste lets you easily scan bills sent to you as PDF files (like bills sent to your inbox).

Open the PDF file and tap ‘share’ or ‘send to’ on an Android phone or ‘import’ on an iPhone. Tap KBC Brussels Mobile in the list at the bottom to select the bill details.
 

Viewing your assets

Where can I get details of my assets?

Tap the ‘Investments’ menu to do this. You’re shown your largest assets (in euros) as standard, but you can ask at your branch to have other assets displayed by default instead.

This view displays products you’ve bought through your branch. Products you’ve bought through one of our insurance agents are shown under ‘Savings & investments via an insurance agent’. View a selected asset by tapping the arrow at the top next to its name.

If you have more than one type of asset (like several types of personal assets, savings and investment products through an insurance agent, cooperative shares and savings and other people’s savings and investment products), you can view those as well. Tap the arrow at the top right next to the name of a selected asset to do this.
 

What assets can I view?

You’re shown your own or your and your partner’s savings and investment products, depending on the products you have and whether you invest by yourself or together with your partner.

Cooperative shares or insurance you’ve bought through an insurance agent are shown under a separate assets view. Other people’s savings and investment products that you're authorised to see are also displayed separately.
 

How are my assets shown?

Your assets are divided up as ‘Savings’, ‘Tax-advantaged savings & investments’ and ‘Investments’.

    • 'Savings’ shows you all your saving accounts.
    • 'Tax-advantaged savings & investments’ displays savings and investment products giving you tax benefits like our Life         Pension Plan (Plus) and Pricos pension savings plans.
    • 'Investments’ shows you all your investments in funds, bonds, term products, shares and capital redemption and         investment-type insurance, grouped together by asset class.

Savings and investment products bought through one of our insurance agents are shown under ‘Savings & investments via an insurance agent’, not under your ‘own’ assets view.

The equivalent value in euros is shown for each section. The total value in euros of a selected asset is given in the heading title.
 

Where do I find my investments?

Tap the ‘Investments’ menu to see your investments categorised as ‘Savings’, ‘Tax-advantaged savings and investments’ and ‘Investments’.

Where do I find details of my Pricos pension savings plan, Home & Pension Savings Plan or KBC Brussels Home & Long-Term Plan?

Tap the ‘Investments’ menu and select the relevant asset, followed by ‘Tax-advantaged savings and investments’.

If you’ve only just opened a Pricos pension savings plan, you’ll only be able to see its details a few days after you’ve paid into it for the first time. Bear that in mind if you’ve opened a Pricos pension savings plan at the end of the tax year and still want to include what you’ve paid into it in your tax return for that year.
 

Opening a KBC Brussels Savings Account

Where in KBC Brussels Mobile can I open a KBC Brussels Savings Account?

Tap the ‘Investments’ menu and select your own assets.
If you already have a savings account, tap ‘Savings’. You’ll then see a button that lets you open a ‘New savings account’.

If you don’t yet have a savings account, tap the ‘Offer’ menu to open a new savings account.

Who can I open a KBC Brussels Savings Account for in KBC Brussels Mobile?

KBC Brussels Mobile lets you open a KBC Brussels Savings Account for yourself alone, yourself and your partner (provided they're known to us) or any of your children (again, if they on record with us).

How many accounts can I open with KBC Brussels Mobile?

For each account holder, you can open no more than one KBC Brussels Savings Account online. To open an additional account, just pop into your branch.

Where do I find confirmation that I have successfully opened my account?

Once your savings account has been opened, we’ll message you as soon as possible to confirm this. Tap ‘Communication’ in KBC Brussels Mobile or ‘Messages’ in KBC Brussels Touch and KBC Invest to see this message, which does not contain any legal information or product features. If you wish to save that information, download the respective PDF files and save them on your device.

Investment plans

Where can i find my investment plans?

Open 'Investments' then the ‘More’ tab to see all your periodic investments.

Where in KBC Brussels Mobile can I set up an investment plan to invest regularly?

Tap 'Investments' then 'More' to set up a new investment plan in just a few steps under ‘Periodic investments’.

If you’d like a bit more advice, opt for ‘Mobile investing with advice’ under 'Offer' to get suggestions that fit you.
 

What is periodic investment?

You invest periodically if you invest set amounts at fixed intervals in savings or investment products.

What savings and investment products can I put into an investment plan?

If you open an investment plan using KBC Brussels Mobile, you can only invest in investment funds.

If you’d like to invest in other types of savings or investment products, contact KBC Brussels Live or ask at your branch for more assistance.
 

Who can I set up an investment plan for in KBC Brussels Mobile?

You can set up an investment plan just for you alone or for yourself and your partner.

If you want to open a plan for someone else like your grandchild or godchild, contact KBC Brussels Live or ask at your branch for more assistance.
 

How many investment plans can I set up in KBC Brussels Mobile?

You can set up an unlimited number of investment plans.

What does an investment plan cost?

With an investment fund, you invest a fixed amount by standing order in a fund every month. You only pay the usual charges for the fund. They are detailed in the relevant product information.

Every time you pay into your plan, you pay entry charges. There are also annual management fees to pay, as the fund invests in shares and bonds, which need to be actively monitored.
 

Where do I find confirmation that I have successfully set up my investment plan?

Once your investment plan has been set up, we’ll message you as soon as possible to confirm this. Tap ‘Communication’ in KBC Brussels Mobile or ‘Messages’ in KBC Brussels Touch and KBC Brussels Invest to see this message, which does not contain any legal information or product features. If you wish to save that information, download the respective PDF files and save them on your device.

Will my investment plan be displayed straightaway?

Yes. It will be visible as soon as you set it up under 'Investments > More'.

Is there instant access to the fund in which I have invested?

No, processing your details for the fund in which you have invested takes two to three business days. The number of units and the equivalent value can only be viewed after the details have been processed.

Can I change my investment plan or stop it (temporarily)?

You can change your investment plan in KBC Brussels Mobile, KBC Brussels Touch or KBC Brussels Invest. In KBC Brussels Mobile, you can do so under tab where you manage your investment plan.

You can also personalise your investment plan by renaming it or uploading a photo, so you can quickly recognise it.
 

Can I sell units in my investment fund?

Yes, you can, though certain terms and conditions may apply (see the relevant product information for more details). If you need help, call or chat with KBC Brussels Live or make an appointment at your branch.

Can I diversify by investing in another savings or investment product?

No, you can't do this using KBC Brussels Mobile, but KBC Brussels Live or an adviser at your branch will be happy to help you with this.

Can I adjust the allocation of my existing investment plans?

If you’ve set up an investment plan using KBC Brussels Mobile, the allocation will always be 100% in the suggested fund. In the case of investment plans set up through KBC Brussels Live or your branch, you are unable to adjust the allocation yourself. To do so, contact KBC Brussels Live or your branch.

Setting up a Pricos pension plan

Where in KBC Brussels Mobile can I set up a Pricos pension savings plan?

Tap ‘Offer' to open a Pricos pension plan in just a few steps. If you’d like a bit more advice, opt for ‘Mobile investing with advice’ to get a proposal that fits you.

If you already have a tax-friendly insurance product, you won't be able to set up a Pricos pension plan.

Who can set up a Pricos pension savings plan using KBC Brussels Mobile?

You must be aged between 18 and 65 to set up a Pricos pension plan, and you must have a permanent address outside the US.

Who can I set up a Pricos for in KBC Brussels Mobile?

You can only set up a Pricos pension savings plan for yourself.

Can anyone get the 30% tax break?

The tax benefit is only available to people who earn a sufficient amount of taxable income in Belgium.

What does a Pricos pension savings plan cost?

With a pension savings plan, you invest a fixed amount by standing order in a fund every month. You only pay the usual charges for the fund. See the relevant product information for more details of what you pay.

Every time you pay into your plan, you pay entry charges. There are also annual management fees to pay, as the fund invests in shares and bonds, which need to be actively monitored.

That said, there is a final tax charge, on top of the attractive tax relief and potentially high returns. The tax is generally payable on your 60th birthday. If you start saving after turning 55, the tax charge is due after ten years.

Remember: the tax treatment will depend on your individual circumstances and may change in the future. For further details, including on the final tax charge, please contact your KBC branch.
 

Can I set up a Pricos pension savings account in KBC Brussels Mobile without a standing order?

No, in KBC Brussels Mobile you can only pay into a Pricos pension plan by standing order.

How many Pricos pension savings accounts can I set up using KBC Brussels Mobile?

You can't open more than one Pricos.

Where do I find confirmation that I have successfully set up my Pricos pension savings plan?

Once your Pricos pension plan has been set up, we’ll message you as soon as possible to confirm this. Tap ‘Communication’ in KBC Brussels Mobile or ‘Messages’ in KBC Brussels Touch and KBC Brussels Invest to see this message,

which does not contain any legal information or product features. If you wish to save that information, download the respective PDF files and save them on your device.

Can I change my pension savings plan or stop it (temporarily) or sell it?

You can always sell or take your pension savings earlier, but you’ll be heavily taxed.
If you want to save more or less, or if you want to (temporarily) stop your monthly standing order we'll be happy to help you. Call or chat with KBC Brussels Live or make an appointment at your branch.
 

Topping up your Pricos pension savings plan

How do I know when I'm eligible for the full tax break under my Pricos pension savings plan this fiscal year?

When you've paid the maximum tax-deductible amount into your Pricos pension plan, your Pricos account will be marked with a 'Fully paid' label in your accounts view. If you tap this label, a screen will appear showing what you've already paid and still have left to pay into your plan and what this year's maximum tax-deductible amount is. This screen will also be marked with a 'Fully paid' label when you've deposited the entire amount qualifying you for the full tax break.

Can I pay into my Pricos pension savings plan using KBC Brussels Mobile?

Yes. Just tap your account to view its details and use the option to pay into your plan. The amount to be deposited is the total amount needed to top up your plan to get the full tax relief. You can change that amount, but no higher than the tax-deductible ceiling.

Can I immediately pay more into a Pricos pension plan that I’ve just opened?

No. You can only see the plan once your first deposit has been processed, which takes two to three banking days. Bear that in mind if you set up a Pricos pension savings plan at the end of the year.

Why am I getting a message saying that there's a deposit still being processed and I can't make additional deposits?

It takes two to three banking days to process a Pricos pension plan deposit, so you won't be able to make a second deposit right after making a first one. Once your previous deposit has been processed, you can make another one.

How to submit the maximum tax-deductible amount you want to go for?

  1. Log in to KBC Brussels Mobile.

  2. Tap 'Investments' in the bottom menu, followed by ‘Tax-advantaged savings & investments’. Tap your pension savings account.

  3. Tap the information ball next to ‘Your current maximum tax-qualifying amount in 2018’. You will then see a screen with more information about the two caps for pension saving in 2018: 960 euros or 1,230 euros.

  4. Return to the previous screen and tap the blue button.

  5. Select the tax-deductible cap* you want to save in 2018 and tap 'Next'.

  6. An information screen will appear explaining the product features. Read through this information and then tick the ‘I've read the product information' box. Tap ‘Next’.

  7. Select the amount that you want to deposit additionally and tap 'Sign' to confirm your deposit. You’ll then see a confirmation page stating that your deposit has been carried out.

Please note:

If you've opted for the 1,230 euros cap, you'll need to deposit the amount required to reach the cap in one go via KBC Brussels Mobile. Then you'll be sure to obtain the most tax relief.

Example: you've been depositing 80 euros per month to your pension savings account via standing order (or 960 euros annualised). By October, you'll have saved 800 euros. At that moment, you can still go for the 1,230 euros cap and deposit an additional 430 euros in one go to make up the difference.

Mobile investing with advice

What is mobile investing with advice?

This feature gives you investment and savings advice tailored to your needs and your budget. Invest from as little as 50 euros per month.

We make suggestions for you once we’ve gotten to know you better by asking you a few questions.

You then tell us how much you want to invest every month to potentially earn more from your money than a standard savings account. Depending on the amount you specify and your answers to our questions, we suggest whether you should invest your savings by:
    • Automatic savings order
    • Pension savings plan (if you don’t already have one)
    • Investment plan

Once you're happy with our suggestion or changes you make, you can immediately set up your automatic savings order, pension savings plan and/or investment plan.
 

Who is ‘Mobile investing with advice’ for?

This feature is intended for beginner investors who want to learn the basics of investing and get investment advice.

This feature is intended for beginner investors who want to learn the basics of investing and get investment advice.

You can launch ‘Mobile investing with advice' from the app's 'Offer' menu. If you're not currently saving for your retirement or investing, you can also go to 'Investments > Do you want to do more than just save? > I'm not sure. I would like some help'.

What can the proposal consist of?

It's based on the amount that you can save every month and what type of investor you are.

Depending on the amount you specify and your answers to our questions, we suggest whether you should invest your savings by:
    • Automatic savings order
    • Pension savings plan (if you don’t already have one)
    • Investment plan
 

What is a risk profile?

Whenever we provide you with investment advice we always put your interests first. To give appropriate advice, we have to know not only our investment products but also you as a customer. We ask you a few simple questions to determine what kind of investor you are, including finding out your:

    • Playing field
    • Financial situation
    • Investment knowledge and experience
    • Ability to spare some of your money over time
    • Investment aims

We use your answers to these questions to set your risk profile, as the basis of investment advice to fit you.
 

What is an investment plan and what do I invest in?

See ‘What is periodic investment?’.

Can I change proposals suggested to me?

You can change the amount you want to save every month and how that’s spread over the products we suggest to you. You can also remove products.

Can I see proposals again?

You can view a proposal again, depending on where you were when you left off.

If you still need to complete a step, we recommend doing so before leaving a proposal so you can easily pick up where you left off.
 

Can I ask KBC to help finalise my proposal?

You can contact KBC Brussels Live during the process to get help completing your proposal.

Where do I find products I’ve bought?

You can track your investments under ‘Investments':
    • If you’ve transferred money to your savings account, you can see that right away under ‘Savings’.
    • Amounts you pay into your pension savings plan are shown under ‘Tax-advantaged savings & investments’ a few days
       after you make your deposit.
    • Amounts you pay into your investment plan are available under ‘Investments’ a few days after you make your deposit.
 

Can I still change products I’ve bought?

• You can change, remove or set up a new savings order to your savings account using KBC Brussels Mobile.
• Your investment plans are also flexible. You can raise or lower the amount, temporarily stop the plan and start it up again, at any time. Change monthly deposits yourself using KBC Brussels Touch. For other changes, call or chat with KBC Brussels Live or make an appointment at your branch.
• If you’d like to change your pension savings plan, we’ll be happy to help you. Call or chat with KBC Brussels Live or make an appointment at your branch.
 

Paying into a KBC Brussels Home & Pension Plan, KBC Brussels Home & Pension Plan Plus or KBC Brussels Home & Long-Term Plan

How do I know when I'm eligible for the full tax break under my KBC Brussels Home & Pension Plan or KBC Brussels Home & Long-Term Plan this fiscal year?

When you've paid the maximum tax-deductible amount, your plan will be marked with a 'Fully paid' label in your accounts overview. If you tap this label, a screen will appear showing what you've already paid and still have left to pay into your plan and what this year's maximum tax-deductible amount is. This screen will also be marked with a 'Fully paid' label when you've deposited the entire amount qualifying you for the full tax break.

Can I use KBC Brussels Mobile to pay into my KBC Brussels Home & Pension Plan or KBC Brussels Home & Long-Term Plan?

Yes. Just tap your account to view its details and use the option to pay into your plan. The amount to be deposited is the amount needed to top up your plan to get the full tax relief. You can change that amount, but no higher than the tax-deductible ceiling.

Note that we’re unable to check in real time whether you’ve deposited the entire amount making you eligible for the full tax break. If you pay in too much, we’ll repay you the difference afterwards.

Why am I getting a message saying that there's a deposit still being processed and I can't make additional deposits?

It takes two to three banking days to process a deposit, so you won't be able to make a second deposit right after making a first one. Once your previous deposit has been processed, you can make another one.

What details can I see for my KBC Brussels Home & Pension Plan – NIHDI?

If you hold the KBC Brussels Home & Pension Plan – NIHDI insurance product, you can only view the reserve that you have built up with it.

Opening and releasing/closing a KBC Brussels Security Deposit Savings Account

Where can I open a new security seposit savings account?

Tap 'More > Home > Open a security deposit savings account’. You can immediately view the new account.

Where can I find my security deposit savings account?

Open your 'Payments' menu to see it among your other accounts or look under 'Home' (More > Home).

What can I open a security deposit savings account for?

You can open a security deposit savings account if you've signed a private lease for renting an apartment, house, student accommodation, service flat, room in a nursing home or a parking space, both as a main residence and a second home. You can't open one for property that you rent for professional purposes or for property abroad.

What documents do I need to open a security deposit savings account?

You need the ID cards of all tenants, the name(s) and address(es) of the landlord(s) and the lease.

Who can open a security deposit savings account?

Any individual aged 18 and over can open one, either in your own name, or in your and your partner's names (provided they're on file with us).

The landlord may be a private individual, a Public Social Welfare Centre or an estate agent.
 

I'm allowed to open a security deposit savings account for ‘myself’ or for ‘myself and someone else’. Who exactly is ‘someone else’?

That includes your spouse, legally cohabiting partner, unofficially cohabiting partner, brothers, sisters, parents, boyfriend or girlfriend. They all qualify, though the ‘other person’ must be on file with us.

Who has to sign for the security deposit savings account?

All tenants that you register when you open a security deposit savings account must sign the account contract.

Is my new security deposit savings account available straight away?

Yes, it's located under ‘Payments’ and ‘Home’.

Do I have to transfer my security deposit immediately after I open a security deposit savings account?

No. You can transfer your security deposit either as soon as you open the account, or at a later date.

Am I limited in opening a security deposit savings account myself?

You can't use our Mobile app to open a security deposit savings account:
    • if you're under 18
    • if there are more than two landlords
    • if you're an expat
    • for property that you rent abroad
    • for a business premises or moveable assets
 

Can I change the amount of my security deposit?

No. However, you can pay it at a later date (after opening the security deposit savings account). The entire amount of the security deposit will be blocked immediately after being transferred. You can deposit additional money on this account at any time, but can't withdraw any.

Can I change the tenants or landlords once the security deposit savings account has been opened?

You can have the names of the tenants or landlords changed at your branch. You may not add or remove tenants or landlords without first closing the security deposit savings account.

Does the e-mail that KBC Brussels may end up sending to my landlord release me of my own duty as a tenant to inform the landlord?

No.

Does the e-mail that KBC Brussels sends to my landlord contain personal details?

It only contains the name(s) of the tenant(s) and the amount of the security deposit.

What else does KBC Brussels use my landlord’s e-mail address for?

We only use your landlord’s e-mail address (if necessary) to inform them about the security deposit savings account. We remove their e-mail address from our records afterwards.

Can I close my security seposit savings account?

The app lets you apply to close your security deposit savings account or release your security deposit after receiving the signed release agreement from your landlord(s) or when you are in possession of a court order.

What documents do I need to release the funds on my security deposit savings account?

You need the following documents:
    • completed release document signed by the tenants and the landlord (or joint landlords, if the property is jointly owned)
    • landlord's ID card (or joint landlords' ID cards, if the property is jointly owned)
    • the lease
 

How long will it take to release the funds on my security deposit savings account?

Once we've checked and approved the documents you send us, we'll transfer the amount in accordance with the guidelines shown on the release document. The release, including the transfer, will take one banking day. You'll receive confirmation of this under ‘Communication’ in your KBC Brussels Mobile app.

Future transactions

What kinds of transaction orders can I enter myself?

1. Planned credit transfers: one-off transfers with an execution date in the future

2. Automatic orders

At KBC Brussels, we’ve two types of automatic orders:

  • Standing orders
    Standing orders are automatic transfers for a fixed amount, made regularly to the same beneficiary each time. You only need to enter the order once and then the transfers are carried out each time on a set date. Weekly pocket money for your children or grandchildren or paying your rent every month are just some of the ways you can use these kinds of orders.
  • Automatic savings orders
    You only need to enter an automatic savings order once. Then you can start saving according to pre-defined conditions. You can save fixed or variable amounts. If you opt for variable amounts, you select the minimum amount that you want to keep on the account to be debited, and save what's left after that. If your account balance is insufficient when the order is to be carried out, you don't save anything.
     

For what kinds of transactions to be made at a later date can I view details?

  • Home loan repayments
  • Instalment loan repayments
  • Pricos pension savings deposits
  • Credit card repayments
  • Systematic investments

Can I also view my scheduled direct debits?

Yes. Your account's transactions view shows you direct debits a few days before they're taken from your account.

Where can I find my transactions to be carried out in the future?

In the detailed overview of an account, transactions to be carried out at a future date are displayed in chronological order under ‘Planned’.

Can I see the amounts scheduled for debiting from my account in the future?

You can view planned transactions up to a year ahead. They appear in chronological order.

Can I cancel a planned credit transfer?

Yes. In the detailed overview of your account, transactions to be carried out at a future date are displayed in chronological order under ‘Planned’. Select the planned credit transfer and tap the pencil icon, to edit your order and then use 'Delete order' to cancel it.

Can I change a planned credit transfer?

Yes. You can change the amount, execution date and reference. Automatic orders for amounts that exceed the KBC Brussels Mobile limits can only be changed or cancelled with KBC Brussels Touch.

Can I manage automatic orders?

You can change or cancel automatic orders using KBC Brussels Mobile and KBC Brussels Touch. Automatic orders for amounts that exceed the KBC Brussels Mobile limits can only be changed or cancelled in KBC Brussels Touch.

If you're under 18, you may not manage orders.

Can I enter and change automatic orders?

Yes. You can enter orders and change the amount, execution date and reference. You can make changes of this type for one specific transaction or all subsequent ones.

Note that once you’ve made a one-off change, you can't make any further changes using KBC Brussels Mobile. However, you can still make more changes with KBC Brussels Touch.

If you enter an automatic savings order, you can select the minimum amount to keep on the account to be debited and save what’s left after that.

Withdrawing cash from KBC Brussels or CBC ATMs using MobileCash

How do I withdraw cash using my smartphone?

  1. Open the app and tap MobileCash to make a cash withdrawal.
  2. In the app, select your account and the amount you want to withdraw.
  3. Touch the ATM screen to display a QR code.
  4. Scan the QR code that appears on the screen using your phone's camera.
  5. Sign using your PIN or Touch ID/Face ID/Fingerprint.
  6. Take your money from the ATM cash dispenser.

Do I need my debit card to withdraw cash using my phone?

No. All you need is your smartphone, the KBC Brussels Mobile app and the PIN you use for the app.

From which types of accounts can I make cash withdrawals using my phone?

You can withdraw cash from any of your current accounts (not just the one linked to your debit card), including joint accounts or accounts for which you have power of attorney.

How much can I withdraw using my smartphone?

Any amount that can be made up of 20 and 50 euro banknotes and does not exceed your daily limit for withdrawals.

Can I choose the denominations of banknotes when withdrawing cash using my smartphone?

No. You can only select the amount you'd like to withdraw.

An amount for withdrawal will be suggested to you based on the amount you previously withdrew using your smartphone. This may vary for each account.

Needless to say, you can specify a different amount if you wish.

What's the most I can withdraw each day?

Can I change a limit?

You can do this in the app itself

The first time you register or by tapping 'Profile' in the menu. Your mobile limits are separate to those you set in KBC Brussels Touch or the limit for credit transfers. Changes you make to your limits apply to all devices on which you use the app.

Can I use the app to access the ATM lobby outside branch opening hours?

Yes. You
don't even need your debit card to do this.

Can I use MobileCash to take out money from other banks' ATMs?

No. You can only use it to withdraw cash from KBC Brussels or CBC ATMs.

Could someone else use my QR code after I have?

No. The QR code that appears on the ATM screen when you use our Mobile app doesn't contain any personal details and only indicates the location of the ATM.

Paying by MobilePay

What is MobilePay?

MobilePay allows you to confirm payments using your smartphone. You no longer need your card reader. Just enter your PIN or use Touch ID/Face ID/Fingerprint to authorise your payments.

How do I use MobilePay?

You simply scan QR codes to confirm payments to retailers or friends. Look for KBC or Bancontact QR codes to scan them and pay by MobilePay. KBC Brussels Mobile doesn't support other QR codes.

You can use MobilePay to:

Shop online

  • Confirm online payments made using the KBC Payment Button
  • Confirm online payments made with cards issued by KBC
  • Make mobile payments by Bancontact/Mister Cash

Pay in the shops

  • Confirm payments made using the KBC Payment Button where you see KBC QR codes
  • Confirm mobile payments by Bancontact/Mister Cash where you see Bancontact QR codes

Make payments from one smartphone to another (for things like paying back a friend)

Can I also make purchases just on my smartphone?

Yes. When using your smartphone's browser or the retailer's app on your smartphone to make a payment, you can also pay by MobilePay by selecting one of the following methods: the KBC Payment Button or a card payment (Bancontact/Mister Cash, Maestro, Visa or Mastercard). If you decide to confirm payment by mobile, the KBC Brussels Mobile app will launch automatically on your smartphone. You will then be redirected to the MobilePay option where you can complete your payment.

What are the limits for MobilePay?

There are no specific limits set for MobilePay. General limits do, however, apply. They are the mobile banking limits (to be set in the KBC Brussels Mobile app) and credit transfer limits (up to 25 000 euros).

When confirming payments on your smartphone that have been made using the KBC Payment Button, the limits in effect for transfers made using our Mobile app apply.

For confirming card payments using your smartphone and mobile payments by Bancontact, a limit of 1 000 euros per transaction has been set.

After using the KBC Payment Button, can I later remove my purchase from my payments diary or change it?

No. After the purchase has been carried out with the 'pay later' option, you can no longer change it since KBC Brussels has already paid the purchase amount to the retailer.

A KBC Payment Button transaction or card payment is always final. You need to get in touch with the retailer for any refund.

Why am I not given the opportunity to confirm my card payment on my mobile?

When this happens, the payment has not qualified for confirmation by this method, probably because the transaction amount exceeds the permitted limit. 

Why am I unable to select another card to confirm my payment?

It's only when you opt for the Bancontact app that you can select the card you want to use to make payment through KBC Brussels Mobile. Cards enabled for online payments that aren't blocked should appear in your list of options. If only one card meets these criteria, you won't be able to select another card.

If you've already selected a card on the retailer's website, you'll no longer be able to change the card using our Mobile app. However, if you want to pay using another card, go back to the retailer's website and fill in that card's number and the corresponding expiry date.

Payments between friends

How do I receive payments?

  • Open KBC Brussels Mobile.
  • Select MobilePay in the login screen and then ‘Receive cash'.
  • Enter the details you're asked for (the amount and reference for the payment) and select the account to which you want the payment to be made. A QR code will then be generated. Show this code to the person paying you
  • and get them to open their KBC Brussels Mobile app or the Bancontact app and scan the QR code. The payment details will appear in the app on their phone. If they agree to make the payment, they just confirm it from their app.
  • You will both get a message indicating whether the transaction was successful.

How do I pay someone?

  • Open KBC Brussels Mobile. 
  • Select MobilePay in the login screen and then 'Make payments'. 
  • Scan the QR code generated on the recipient's phone 
  • to display details of the payment on your phone. Confirm the payment to authorise it.

You will both get a message indicating whether the transaction was successful.

Can I receive payments on an account not shown in the list?

You can only select an account linked to an active debit card in your name. These must also be personal, not business accounts. Businesses interested in receiving payments this way should e-mail us at epay@kbc.be.

Who can pay me?

Anyone who has a smartphone with a Bancontact-compatible app can scan QR codes generated on your smartphone to confirm payments. The KBC Brussels Mobile and Bancontact apps, plus some other banks' apps can all accept payments by Bancontact.

Who can I pay?

You can pay businesses or friends who can show you a KBC Brussels or Bancontact QR code that you can scan. This can be done using the KBC Brussels Mobile app, the Bancontact app, or another banking app that supports Bancontact.

Why hasn't the money I've just received from a friend through MobilePay immediately appeared on my account?

MobilePay uses the Bancontact mobile payments system. These types of payment are only paid to your account the next banking day.

If you haven't yet received the payment by then, contact KBC Brussels Live.

How do I receive money from someone who doesn't have a Bancontact-compatible app installed on their phone?

If the payer banks with us, they can install our Mobile app to make the payment. If they don't bank with us, they can install the Bancontact app and make the payment using that.

If the payer doesn't have a smartphone or doesn't want to install the app, you can always just write down your account details and the amount involved for them or message them the payment details. The payer can then transfer you the money through their bank.

Travel insurance

What's the difference between an insurance policy for a single trip and one for all your travel?

An insurance policy for a single trip is temporary insurance for the duration of a single trip for which you pay a one-off premium.

An insurance policy for all your travel is renewed every year and you pay an annual premium to cover all your travel insurance needs. You can always cancel the policy when you no longer need it.

How do I confirm that I have read information?

Read through all the information by scrolling down. Once you reach the bottom, tap 'Confirm' to acknowledge that you've read and understood everything.

How do I take out travel insurance in KBC Brussels Mobile?

You can see any travel-related insurance you currently have in just two steps. If you feel you're not sufficiently covered, you can still take out more insurance before your trip. Just read all the details, select your account number and contact person and you're done.

Payconiq

What is Payconiq

Payconiq is a smartphone app that lets you pay for things quickly and easily in shops or between friends.

Learn more about Payconiq.

How do I link my KBC Brussels account to my Payconiq account?

When you install the Payconiq app on your phone, you indicate from which account payments are to be debited through the KBC Brussels Mobile app. Click on the KBC Mobile icon and select and confirm your chosen account to make payments using the Payconiq app.

What are the limits for Payconiq payments?

A fixed daily limit applies to Payconiq payments (it can't be changed).

When you link your account to Payconiq, you're shown details of the limits that apply to you. You can also find your limits later in our Mobile app's Payconiq settings.

Learn more about limits.

Can I link more than one account to the same Payconiq account?

No, not at this time. 

Can I change my linked account?

In KBC Brussels Mobile, you can only delete the linked account. To change your account, you have to delete the Payconiq app, then reinstall it and register yourself again.

Google Pay

What is Google Pay?

Google Pay is an app from Google that lets you pay quickly and easily at payment terminals accepting contactless and Maestro payments.

To make Google Pay payments, you need to link a payment card to the app, such as your KBC Brussels Bank Card.

How do I link my KBC Brussels Bank Card to Google Pay?

When you open Google Pay, you'll be asked to link a payment card to the app. Any KBC Brussels Bank Card (but not credit cards) can be used for this purpose. Once you've entered all your details, including your mobile number, you'll receive a text message on your phone with a code. Once you've entered this code in Google Pay, you can use your phone to pay.

As soon as the link with your debit card has been completed, you'll also receive a message in your KBC Brussels Mobile inbox.

If you don't want to use Google Pay any more, you can remove your debit card from the app.

Why isn't Google Pay working, even though I've added my debit card to it?

Your card must be enabled for contactless payments. Check to see whether this is set up in your KBC Brussels Mobile app.

  • Log in to KBC Brussels Mobile
  • Swipe right to see your cards 
  • Tap the card you added to Google Pay 
  • Under 'Settings', you can check whether or not the card is already enabled for contactless payments.

How do I pay using Google Pay?

Simply hold your phone against a contactless payment terminal to pay.

For amounts up to 25 euros, you only need to wake your smartphone; you don't need to unlock it. However, after the third payment in a row, you'll need to unlock your screen.

You'll also need to unlock your screen using your PIN, password, pattern or fingerprint for amounts above 25 euros.

Why am I only shown the 'call centre’ option and unable to ask to get a code by text message?

You need to add your mobile number to your personal details in KBC Brussels Touch or KBC Brussels Mobile. The text message containing the code will then be sent to that number.

I'm not able to add my card to Google Pay. Why is that?

Only our debit cards can be added. If you tried to add one of our credit cards, that won’t work. Our temporary ‘Go’ cards can’t be linked to Google Pay either.

I’m trying to link my card, but when I enter the activation code in Google Pay, I get a message that says my code has expired. What should I do?

Bear in mind that your activation code is only valid for one hour, If that period has elapsed, delete your card from the app and start again.

Google Pay allows me to take a photo of my card to add it, but that’s not working. Why is that?

Google is still working hard to improve Google Pay. This feature still doesn’t always work for debit cards. You can also enter your details manually instead of taking a photo.

Making NFC-enabled contactless payments from your phone with KBC Brussels Mobile (only for Android phones supporting NFC)

What is NFC?

NFC stands for Near Field Communication, a technology that lets you pay from your mobile phone in shops using signals between your smartphone and a contactless payment terminal.

Look for the contactless symbol at payment terminals to pay that way

How do I switch on contactless payments using KBC Brussels Mobile?

You can only enable this feature for cards you hold.

In the view showing your cards, tap a debit card to switch on contactless and enable it for your debit card or KBC Brussels Mobile. If you select KBC Brussels Mobile, you'll be able to make NFC-enabled payments using your card.

Note that you can only enable one card for NFC. If you've already enabled another card, you'll receive an alert.

How do I make NFC-enabled payments using my phone?

First, you'll need to enable your card for NFC contactless payments. Once you've done so, simply hold your phone against a contactless payment terminal in shops to pay this way.

For amounts up to 25 euros, you only need to wake up your phone. You don't need to unlock the screen or open KBC Brussels Mobile. The payment terminal will then confirm your payment.

You may be asked to enter your KBC Brussels Mobile app PIN, including when:

  • the amount you're paying is over 25 euros
  • you've paid an amount less than 25 euros five times consecutively
  • the total of several small payments exceeds 50 euros

After entering your PIN, you'll need to hold your phone against the payment terminal aga

Where can I view my NFC payments?

These are shown in your transactions view under 'Payments' as a 'Payment by KBC Brussels Bank Card via Bancontact/Maestro’, just like for your other card payments.

Does Google Pay support NFC?

If you've linked your debit card to the Google Pay app, it also lets you make NFC-enabled payments from your phone.

Google Pay payments are through Maestro, so Google Pay won't work at Belgian retailers whose payment terminals only accept payments by Bancontact. KBC Brussels Mobile uses both the Maestro and Bancontact networks, so it can be used at any retailer in Belgium.

Note that you'll need to specify in your smartphone's settings which app you want to use to tap and pay.

Payments by Siri

What is Siri?

Siri is the voice-controlled virtual assistant on iPhones. Siri is available in various languages, including Dutch, English, French and German. Simply ask Siri to do things for you like making a transfer.

How do I activate Siri?

Switch Siri on in your iPhone settings, then do the same in your KBC Brussels Mobile settings so you can make transfers this way.

How do I make transfers using Siri?

Talk to Siri or long press the home button on your phone (depending on your phone settings) to enable it. Then say something to your phone like "Transfer 5 euros to Catherine giving ‘meal’ as a reference". Enter your PIN or confirm with your fingerprint, check the details of your transfer (and change it if you need to), then sign to authorise the transfer. You must have already made a transfer to the person in question (‘Catherine’, in this case) to transfer money to them using Siri.

Activating itsme with KBC Brussels Mobile

What is itsme?

It's an app that allows you to place your identity card on your smartphone with total security.

The app is a collaborative venture between Belfius, BNP, ING, KBC, Orange, Telenet, Proximus and the Belgian government.

Learn more about itsme.

How do I sign up for itsme?

If you already use our Mobile app, you can use it to sign up for itsme.

When signing up, select us as your bank. We've already scanned your ID card when you decided to bank with us, so we can forward these details securely to itsme.

If you're not yet with us, then you'll need to register on itsme through another bank or using an electronic identity card.

What can itsme do for me with KBC?

If you've installed the itsme app, you can use it to register in KBC Brussels Mobile without a debit card and card reader, even if you're not a customer with us.

You can also use itsme to open an account with us through our website. Accounts you open with us online can be used right away.

Whou should I contact if there are problems or if I spot that my details are incorrect?

Just call our Helpdesk. In KBC Brussels Mobile, go to ‘Communication’ > ‘Contact’ and then tap ‘General contacts’ to get in touch with them or other useful contacts.

Home Assistance

What is Home Assistance?

KBC Home Assistance is insurance providing a home response service in the event of serious and unexpected problems in your home.

Just call us, and we’ll arrange everything even at night or the weekend, when it’s even harder to find available, affordable repair services yourself. We’ll send out a repairer; you don’t have to find anyone yourself.

The insurance is available to anyone, even if they don’t have home insurance with us.

The policy is intended for a home where you live or that you use as additional accommodation, as long as you use the home for private purposes. We don’t cover property owned to let.

How can I take out this insurance?

In the menu, go to 'More > Home > Get insurance for fast repairs to your home'. Read the information, specify the home you want to insure and indicate the account to use to pay your premiums.

When can I obtain assistance under the insurance, how much does it cost and how much will be paid out?

See full details at www.kbc.be/homeassistance

Sign for products and services online

What can I sign for digitally?

Currently, you can sign for:

  • Business credit facilities without new guarantees
  • Tax-prepayment plans
  • Home loans
  • Home insurance
  • Loan balance insurance

How do I know when I need to sign for something?

You're sent an alert which will appear under 'Actions' (tap the bell icon in the top righthand corner of the screen after logging in). Tap the alert to go to where you can sign.

How do I sign a document?

You do this the same way as you sign transfer orders.

Can more than one client digitally sign the same document?

Yes, as long as they all have KBC Brussels Touch or KBC Brussels Mobile.

Can one person sign using KBC Brussels Touch and the other using the KBC Brussels Mobile?

Everyone signs on their own device with their own user account.

Where can I see signed documents or contracts?

Each signatory can access such documents by going to 'Communication' then 'Messages' in KBC Brussels Mobile or to 'messages' in KBC Brussels Touch, or they can also use Doccle to see them (if they have a Doccle account).

How long are signed documents available for?

Two years in your messages inbox, seven years in Doccle.

How do I get a paper copy of my contract?

There are two ways to get and/or print off your documents:

  • Download them while going through the steps on screen
  • Download the signed documents from your messages and/or Doccle

Smartwatches

On which types of smartwatch does the KBC Brussels Mobile app work?

Only Android and iOS smartwatches are supported.

What information can I see on my smartwatch?

Your smartwatch lets you see the balance of up to two current accounts that you have chosen and get notifications (see below).

How do I connect my smartwatch to KBC Brussels Mobile?

As soon as you connect your smartwatch to your smartphone, a connection is also made to KBC Brussels Mobile. When that happens, your notifications (see below) will appear on your smartwatch. If you want to see your balance on your smartwatch, you'll first have to set the accounts.

How can I see the balance of my accounts on my smartwatch?

In the menu, go to 'More > Profile > Smartwatch'. You can select up to two current accounts to check the balance on your smartwatch.

What current account information appears on my smartwatch?

A positive balance is displayed above a green line. A negative balance is displayed below a red line.

Can anyone else see the information that is displayed on my smartwatch?

Your details are only displayed on the smartwatch that is connected to your smartphone. However, everything will be visible without having to log in.

I no longer want to see balances on my smartwatch. What should I do?

Go to 'Profile > Smartwatch' and switch off 'Check balance'. You'll still receive alerts.

App features: Monizze, debit, prepaid and credit cards

For which cards do I get a summary of transactions?

Monizze card:
You can see your current Monizze meal, eco and gift voucher balance and the last 10 transactions using your card.
 
• KBC Brussels credit cards without a credit facility:
You can view details of any KBC Brussels credit cards you hold solely or jointly without a credit facility. These include KBC Brussels Visa, KBC Gold Credit Card Mastercard, KBC Brussels Mastercard Business, KBC Silver Credit Card, KBC Gold Credit Card and KBC Platinum Credit Card credit cards.
You will continue to be able to view the summary for cards that have been cancelled (either by being destroyed or blocked) for up to six months after cancellation. These will be marked as ‘Cancelled’.
 
• KBC Brussels credit cards with a credit facility:
You can view details of any KBC Brussels credit cards you hold solely or jointly that have a credit facility, together with the details of credit cards linked to accounts you hold solely or jointly. These include KBC Brussels Pinto Visa, KBC Brussels Mastercard Globe, KBC Brussels Visa Vision, KBC Silver Credit Card Flex, KBC Gold Credit Card Flex and KBC Platinum Credit Card Flex credit cards. You can continue to view the details of cancelled credit facilities for up to ten years after the cancellation date.
 
• KBC Brussels Prepaid Cards (only on smartphones)
 
  • You can view details of any KBC Brussels Prepaid Cards you hold, together with details of prepaid cards linked to accounts you hold solely or jointly. 
  • You will continue to be able to view the summary for cards that have been cancelled (either by being destroyed or blocked) for up to six months after cancellation. These will be marked as ‘Cancelled’.

• KBC Brussels debit cards

  • You can view details of any KBC Brussels debit cards you hold, together with the details of debit cards linked to accounts you hold jointly. You will continue to be able to view the summary for cards that have been cancelled (either by being destroyed or frozen) for up to six months after cancellation.
  • For security reasons, part of the number of your debit card(s) will be replaced by X's (123456XX XXXX 7890).
     

How do I link my Monizze card to KBC Brussels Mobile?

Swipe right to see your cards. At the top, tap ‘Link your Monizze account’.

Enter your mobile number or your e-mail address and your Monizze password.

Can I link more than one Monizze card?

You can link only one Monizze card to KBC Brussels Mobile.

How do I remove my Monizze card from KBC Brussels Mobile?

Go to your cards view and tap your Monizze card. In 'Settings', tap ‘Unlink account’.

Why do I have to link my Monizze card again each year?

Your Monizze account expires every year, so you need to reactivate your account for security reasons (you only need to do this once).

Who can I turn to if I have questions and/or problems with Monizze?

For more help with questions or problems regarding Monizze, visit www.monizze.be or contact Monizze's helpdesk (contact details available under 'Settings').

Where can I pay with my Monizze card?

Hundreds of shops accept the Monizze card. A list of participating stores can be found at www.monizze.be/en/where.

Are transactions using my KBC Brussels credit card processed in real time?

No. The current balance available is purely indicative and doesn’t include payments you already made that have yet to be debited from your card.

Are transactions using my KBC Brussels Prepaid Card processed in real time?

Yes. Your current balance available includes both deducted and reserved transaction amounts.

The reserved amount is the sum of all the payments that have not yet been deducted from your KBC Prepaid Card. You can also use your KBC Prepaid Card for things like reserving a rental car or booking a hotel room. When you use your prepaid card in this way, the amount involved is temporarily deducted from your available balance. As soon as the other party releases the security payment, the pre-authorised amount will be restored to your balance available.

What transaction details can I view?

You can display more details of your KBC Brussels credit card or prepaid card transactions by simply selecting the relevant card number. This will list all transactions carried out with your card over the past 90 days, with a short description such as the amounts and type of the transactions involved and where they took place.

All such transaction details are purely indicative and not binding. A form for questioning or contesting transactions made with your card is available in Dutch under ‘Helpdesk > Betwistingen’ at www.mijnkaart.be or in French under ‘Support > Contestation’ at www.macarte.be.

Can I view my Flex Budget facility details?

Yes. Tap your credit card that's linked to a Flex Budget facility and then go to 'Manage'. For more information, tap 'Linked to Flex Budget’.

Can I view details of the credit facility?

Yes. Just select 'Details' and you’ll be shown specific information on your card and credit facility, including details of the people who signed for the credit facility, credit limit, available balance and minimum repayment.

Can I change when I repay my credit card spending?

Yes. Tap your credit card that's linked to a Flex Budget facility and then go to 'Manage'. Tap 'Paying back what you've spent'. You can specify here whether you want to repay your expenses in full or spread your repayments and pay off part of the balance every month.

Can I load my KBC Prepaid Card using the KBC Brussels Mobile app?

Yes. Tap the load/unload button in the screen showing details of your KBC Prepaid Card, then tap 'Load'. In the next screen, select the desired amount to be loaded and the account to be debited. Learn more about our load limits. If the amount to be loaded exceeds the permitted limit or will cause the balance on the card to exceed its limit, the amount will not be loaded. Amounts are loaded in real time, the card balance being adjusted immediately and the funds made available straightaway.

Can I unload my KBC Prepaid Card using the KBC Brussels Mobile app?

Yes. Tap the load/unload button in the screen showing details of your KBC Prepaid Card, then tap 'Unload'. In the next screen, select the desired amount to be unloaded and the account to be credited. If the amount to be unloaded causes the balance on the card to exceed its limit, the amount will not be unloaded. Amounts are unloaded in real time, the card balance being adjusted immediately.

Which accounts can be credited when I unload my prepaid card?

Any current account you currently hold.

Why is the ‘Load’ button not available?

If, for technical reasons, the available balance cannot be retrieved and shown, it will not be possible to use KBC Brussels Mobile to load amounts onto the card. A message will then appear, saying: ‘The current balance cannot be given at present. The balance shown is from the previous business day. Loading is not possible either. Please try again later.'

Does every loadunload transaction have to be signed?

Yes. Before loading or unloading your prepaid card, you'll need to sign with your KBC Brussels Mobile app PIN.

Can I apply for a new card if my prepaid, debit or credit card is defective?

Yes, you can have you own defective card replaced using KBC Brussels Mobile.

I run a business. How can I identify the credit cards I use for this business?

Your business credit cards are shown in dark blue and your personal ones in light blue. The order in which your cards appear is based on the order you set for your accounts under 'More > Profile > Accounts view'.

Can I activate my credit card for use abroad using the KBC Brussels Mobile app?

Yes. Log in to the app, swipe right to see your cards and tap your credit card. Open ‘Settings’ and tap 'International card use’ to choose where you can use your card. You can set a standard area or one for a temporary period of time (up to a year ahead).

How do I manage my credit card?

Log in to the app, swipe right to see your cards and tap your credit card. Open ‘Settings’ to configure ‘International card use’ and switch the ability to pay online on or off.

How do I manage my debit card?

Log in to the app, swipe right to see your cards and tap your debit card. Open ‘Settings’ to adjust your limits or change your settings for paying online, international card use and contactless payments. You can also have your defective card replaced here.

How can I pay by contactless?

You can make contactless payments in two ways:

  • Debit card:
    If you enable this option, you can make payments with your card at a contactless terminal. Small purchases of less than 25 euros can be paid simply by holding your card against the payment terminal. Larger purchases must be confirmed with your card's PIN.

    Note that if you disable this option, you won't be able to make contactless payments anymore with your debit card or with your NFC-enabled smartphone (using the KBC Brussels Mobile, Google Pay or Bancontact app).

  • KBC Brussels Mobile:
    If you enable this option, you can make payments using your smartphone via NFC. Small purchases of less than 25 euros can be paid simply by holding your phone against the payment terminal. Larger purchases must be confirmed with your KBC Brussels Mobile PIN.

Where can I apply for a KBC Prepaid Card?

Go to your cards view to apply for a new KBC Prepaid Card for yourself.

For whom can I apply for a KBC Prepaid Card using KBC Brussels Mobile?

You can apply for a KBC Prepaid Card for yourself using KBC Brussels Mobile.

Where can I apply for a credit card?

Go to your cards view to apply for a new credit card for yourself.

For whom can I apply for a credit card using KBC Brussels Mobile?

You can apply for a credit card for yourself using KBC Brussels Mobile.

If I apply for a credit card, do I then see the price of the credit card or of the account?

The price is for the full package, including your account, debit cards, prepaid cards, credit card and account insurance.

How do I choose the right credit card?

If you'd like more information about a particular credit card, tap the card icon. You can then choose the card that best suits your needs.

What’s the difference between a prepaid card and a credit card?

A prepaid card is where you place money on the card before you can use it to pay for things. That way, you decide upfront what you're going to spend and you've got total control over your budget.

With a credit card, you pay for your purchases afterwards: you can either spread your repayments or pay back the full balance each month in one go.
 

What’s the difference between your account charges at present and charges for your account with a credit card?

Your account charges at present are what you currently pay for your account package, i.e. not including the new credit card. Charges for your account with a credit card are what you'll pay for your account package including your new credit card. The difference between the two charges is the extra you'll pay for your new credit card.

I want a credit card for the associated insurance, but I think the limit is too high. Can I choose a lower limit?

As soon as you receive the PIN for your credit card, you can lower its limit with KBC Brussels Mobile. If you then plan to spend more in a particular month or go on holiday, you can raise your limit back to the standard level.

Can I apply for a credit card for my partner?

No. KBC Brussels Mobile doesn't let you do this. Your partner can, however, use KBC Brussels Mobile to apply for a credit card for themselves. The staff at your branch will also be happy to help you.

Can I get a credit card for my KBC Brussels Basic Account?

No, you can't get a credit card when you have a KBC Brussels Basic Account. However, if you convert your Basic to a Plus Account (you can do this using KBC Brussels Touch), you can then apply for a new credit card for the account you just converted.

My KBC Brussels Bank Card, KBC Prepaid Card and/or KBC Brussels credit card is/are lost or has/have been stolen. What should I do now?

You can have your card/cards blocked using KBC Brussels Mobile. You can also call Card Stop. You'll then receive a new card as quickly as possible by post.

Using the 'Actions' feature

How do I see 'Actions' alerts for things I need to do?

Tap the bell-shaped icon at the top right to do this.

What is the 'Actions' feature?

This is where we alert you to things you need to do, like pay bills, clear your account or sign documents.

How do I carry out an action?

Simply tap an action to do what it asks. You'll be guided through the various steps to do this.

Can I do all these types of transactions using KBC Brussels Mobile?

No. Each action tells you where you can do it (KBC Brussels Mobile, KBC Brussels Touch or KBC Brussels Invest).

Communication

What does the 'Communication' menu do?

This shows you messages, contact details and appointments.

What is a 'Message'?

Messages are personal communications between you and your KBC Brussels contacts like our branch advisers, insurance agents or relationship managers.

You can receive, answer and send messages. The only attachments you can send are photos. However, KBC Brussels staff can send both documents and photos in attachment.

You can also receive automatically generated notifications relating to your products and services.

How long are messages kept?

You can delete your messages manually, but they will also be deleted automatically after two years.

How do you know you have an important message in KBC Brussels Mobile?

Whenever you get an important message in KBC Brussels Mobile, we'll notify you by e-mail. You'll also receive an alert when a new message appears in your inbox.

What is Doccle?

Doccle is a digital mailbox that lets you receive, organise and store documents from a growing list of organisations. You can also receive your banking and insurance documents from us in Doccle. To connect to Doccle in KBC Brussels Mobile, go to 'Communication > Messages'. Once Doccle has been activated, a single tap in KBC Brussels Mobile takes you to your Doccle mailbox.

What documents can I get through Doccle?

Doccle lets you get banking and insurance documents from us online, including:

  • Certificates for your tax return 
  • Credit card billing statements
  • Payment requests for insurance premiums
  • Home loan documents
     

Where can I see the billing statement for my credit card?

If you use Doccle, you can get your billing statement there.

What happens to my messages in KBC Brussels Mobile when I activate Doccle?

You'll still be able to view all the messages you received in KBC Brussels Mobile for two years.

What happens to my documents in Doccle if I go back to receiving correspondence from KBC Brussels by post?

If you want to receive all your communications by post, your Doccle mailbox will no longer be linked to KBC Brussels Mobile. You'll no longer be able to retrieve documents in KBC Brussels Mobile, but they'll remain in Doccle.

How do I know when a KBC Brussels document has been sent to my Doccle account?

You'll receive an e-mail from Doccle whenever a new document has been sent to your Doccle inbox.

Is Doccle secure?

To guarantee your privacy and security, Doccle relies on Atos Worldline. What's more, Doccle will never use or forward your data. Doccle’s partners don’t have access to the documents or data of other partners.

Can I still view my documents in Doccle without KBC Brussels Mobile and how do I request a password for Doccle?

Yes. You can also view your documents through Doccle's website or app. If you've forgotten your password, go to www.doccle.be, log in and select ‘Forgot your password?’.

Can I access my partner’s documents in Doccle?

If your partner also has a Doccle mailbox, you can easily share documents using 'Share'.

Using the chat feature

Where can I find the chat feature in KBC Brussels Mobile?

Look for the speech bubble at the top of your screen and tap it. You'll then be able to call us or chat with us.

Note that this feature isn't available yet for all customers.

Who can I chat with?

You'll chat with a KBC Brussels Live adviser from your region. We'll look at where your branch is located to make sure you're put in touch with the right regional specialist.

When can I chat with someone?

Contact KBC Brussels Live weekdays from 8 a.m. to 10 p.m. and Saturdays from 9 a.m. to 5 p.m.

Can I continue to use KBC Brussels Mobile while I chat or when I'm in a queue?

As long as you remain active in KBC Brussels Mobile, so that the app doesn't move to the background, you can minimise your chat session by tapping the 'v' arrow sign. You'll get an alert as soon as the adviser starts chatting with you. You can return to your chat session by tapping the speech bubble at the top of the screen again.

Can I view my chat sessions again later?

You can go through your chat again as long as you haven't closed it or logged out from KBC Brussels Mobile.

Getting notifications

What is a notification?

A notification is a personal alert that is displayed on your smartphone, also known as a push notification.

How can I enable or disable receiving notifications?

You can manage your notifications in KBC Brussels Mobile under 'Profile'. You can also manage this in the settings of your iOS or Android device.

When can I receive notifications?

When you receive conversations sent by your relationship manager and alerts when a bill in Zoomit or from KBC Insurance is due.

How can I see if I've received a notification?

If you’re not logged in to the app, a pop-up will appear on your device’s home screen. If you are logged in to KBC Brussels Mobile, you’re also shown notifications there at the top of your screen.

On iOS and Windows, a badge (a circle containing a number) also appears in the KBC Brussels Mobile app to show that there is a new notification.

What notifications can I receive?

You'll be notified when

  • You need to pay bills from KBC Brussels Insurance or in Zoomit
  • You receive a message from your branch
  • A transaction cannot be carried out
  • An amount is deposited on your account (if you've enabled this)
  • You have direct debit or credit card payments that are due to be debited from your account
  • We suspect that you may have been the victim of fraud committed with your credit card or prepaid card and we
  • inform you of this
  • You have an appointment, or when you enter some or our branches and participating retail outlets
  • You can pay somewhere using your phone (learn more under 'Beacons' below)

What information is provided in the notification?

The information displayed is limited and gives more of an idea of what the notification contains. 

Contacts

Which contacts can I see?

Your relationship manager, KBC Brussels Live and insurance agent contact details (where applicable).

This is our team of advisers who are on hand to answer any urgent questions you may have. If you have a relationship manager, they're your first point of contact. If you don't have one or you can't reach them, our KBC Brussels Live advisers will help you as much as possible when it suits you best.

Making an appointment

How to book an appointment?

Tap Communication at the bottom. Go to Contact and select Your appointments.

  • Tap the ‘+’ icon.
  • Tap Appointment.
  • Select the nature of your visit.
  • Choose how you want to speak with us: at your KBC Brussels Bank branch, by phone or by video chat.
  • Choose a date that suits. Use the arrows to choose another date. 
  • Select a time. Swipe to see more possible times.
  • Enter the details in the next screen and tap Continue at the bottom to see your appointment details. 
  • Hit Confirm and you're done! 

What if I don't know the type of appointment I need?

In that case, we advise you to call your relationship manager, KBC Brussels Live or insurance agency to make the appointment.

How do I change or cancel an appointment?

Tap 'Communication > Contact > Appointments' to view, change or cancel your appointments. You can also contact your adviser to change or cancel an appointment. You'll find their name and phone number in the appointment confirmation sent to you under 'Communication > Contact > Your appointments'.

If you want to contact your KBC Brussels Insurance agent, you can find their number at www.kbc.be/find-us.

Why am I unable to make certain types of appointments at my branch?

For specialist advice or less common money matters, you can phone or set up a video chat with a range of our KBC Brussels Live experts.

We offer a number of products and services available at your bank branch and insurance agency. Based on your specific situation, we'll arrange an appointment for you with the most suitable adviser or insurance agent.

When do I receive a text message reminding me of an appointment?

If you've specified or entered a mobile number, you will receive a reminder by text message in the morning of the day before the appointment.

Can I also enter a foreign mobile number?

Yes, but only mobile numbers with the following country codes: 31 (Netherlands); 32 (Belgium); 33 (France); 49 (Germany); 352 (Luxembourg). We also offer this service free of charge for mobile numbers from those countries.

What's this mobile number used for?

We'll only use the mobile number you enter to send you a text reminder for appointments or to contact you about them. We won't use it for marketing or advertising purposes. See our privacy statement to learn more about how we process your details.

I have an appointment for a video chat. Where do I go to start this?

Log into KBC Brussels Touch and go to the contact page at the top right of your screen to see your appointments and start video chat.

We'll also give you a quick call before your appointment is scheduled to begin.

What if I can't see how to book a video chat appointment?

Contact your relationship manager or KBC Brussels Live.

Beacons

What are beacons?

Beacons are small devices at certain locations (like our branches) that emit a signal using Bluetooth. If you’ve activated Bluetooth on your phone and are near a beacon, you’ll receive a notification with useful information.

When do I receive location-based notifications through beacons?

You receive location-based notifications when your phone is near a beacon if you have:

  • Our Mobile app installed on your phone
  • An Internet connection
  • Location services (your phone's GPS) enabled
  • Notifications enabled
  • Bluetooth enabled

How do I switch off location-based notifications from beacons?

  • Disable location-based services in your app settings ('Profile > Location-based services')
  • Turn off your phone's GPS or Bluetooth feature

Where will I receive notifications from beacons?

We have beacons at some of our branches and a number of participating retail outlets.

The branches where you can try this feature out are: KBC Brussels Antwerpen Centrum, KBC Brussels Brugge-Kristus-Koning, KBC Brussels Deurne Eksterlaar, KBC Brussels Gent Kouter, KBC Brussels Hasselt Stad, KBC Brussels Leuven Ladeuze, KBC Brussels Oostende-Centrum, KBC Brussels St.-Denijs-Westrem and KBC Brussels Wilrijk-Centrum.
 

Home, family and vehicle views

Where can I see more about my home, family and vehicle-related products or services?

Open the 'More' menu to do this.

What can I see in the Home, Family and Vehicle views?

You can view details of any loans and insurance in your name or for which you have power of attorney.

Can I apply for loans and insurance using KBC Brussels Mobile?

You can work out and apply for travel insurance, home assistance insurance and home insurance or an instalment loan.

Working out and applying for a mortgage loan

Where can I calculate the price to take out a mortgage loan?

Go to 'More > Home > Borrow to buy or build your own home'.

For which home-related plans can I work out and apply for a mortgage loan?

You can calculate a mortgage loan for:

  • Buying a home
  • Home improvements
  • Purchasing land
  • Construction plans

You can't calculate a mortgage loan for business premises or a property abroad.
 

Which documents do I need with me when calculating and applying for a new mortgage loan?

Have the following documents to hand when you start a new calculation: salary slips, pre-contract, renovation quotes.

Who can calculate and apply for a mortgage loan?

Any individual aged over 18 with a permanent address in Belgium. Depending on your civil status, you can do this on your own (if you are single or 'de facto'/unofficially cohabiting) or with your partner (if you are married or legally cohabiting).

Who must sign for a mortgage loan?

All borrowers mentioned in the application must sign the contract.

Offer

What can I see under the 'Offer' menu?

'Offer’ shows you a list of products that you can get from us online using our Mobile and Touch apps and/or through our website. The list is divided into categories including ‘Payments’ and ‘Savings and investments’.

When I tap a product under ‘Offer’, I get a warning that I’m about to leave the app. Why is that?

If a product is only available through our website and not through our Touch or Mobile app, you’re redirected to our website and therefore leave the app. We do this so we can help you as quickly as possible.

Help

Who can I contact if I run into problems when installing or using the app?

In the app's login screen, go to 'Menu > Contact > General contacts' to see a list of contacts

My phone or other device has been stolen. What should I do now?

Call us immediately any time on + 32 15 63 22 80 (emergency number).

We'll block access to your KBC Brussels Mobile account right away. If you want to use KBC Brussels Mobile again, you'll need to re-register and re-activate the app.

Why do I keep getting a ‘general error’ message?

If you’ve installed certain mobile apps, they may be preventing your KBC Brussels Mobile app from running properly. These will be apps that cause data sent or received through the 3G network to be compressed beforehand. This distorts encrypted data sent by your KBC Brussels Mobile app which our systems then reject, resulting in an error message.

So, watch out for apps like these and avoid downloading them unnecessarily. And if you already have apps like this installed, uninstall them to avoid problems with KBC Brussels Mobile.
Still have questions or want to learn more? Just call our Helpdesk.

Security

Is KBC Brussels Mobile a secure app?

At KBC Brussels, we do our utmost to ensure that your mobile banking transactions are as secure as possible.

  • You can only use our mobile banking service on devices you’ve already registered yourself.
  • A PIN is required to log in and confirm transactions. Each time you enter your PIN, a unique, single-use electronic signature is generated and sent to the bank.
  • When you register to use KBC Brussels Mobile on your device, you can set for each type of transfer the maximum daily amount (within certain limits) that you can transfer using the app.
    Don’t forget that as a user of KBC Brussels Mobile, you too play a vital role in ensuring its security.

  • Keep your PIN secret. Make sure no-one is looking over your shoulder when you’re entering your PIN.
  • Only use legal software.
  • Always close your mobile banking app when you’ve finished using it.
    Get more tips for secure mobile banking.

What if someone steals my PIN? Can they then use it to log in to KBC Brussels Mobile in my name on any device?

You need to register your mobile device to be able to use our Mobile app on it. You only have to do this once using your card reader and bank card. You can launch KBC Brussels Mobile only on a device you registered in advance.

What should I do if I’ve discovered unauthorised use?

Call us immediately any time on + 32 15 63 2280 (emergency number).

How do I report online fraud?

Call 0800 65 650, e-mail secure4u@kbc.be or contact us using our Assist app under Family > Online safety and security assistance.

Parking with 4411

How do I add my 4411 account to KBC Brussels Mobile?

  • In the login screen, tap ‘Park with 4411’ and log in 
  • Tap ‘Log in via 4411 website’ to go to their login page
  • Enter your mobile phone number and the password you used to register with 4411, or create a new account
  • Allow KBC Brussels Mobile to connect with your 4411 account
  • Start parking

How do I remove my 4411 account from KBC Brussels Mobile?

  • In the login screen, tap ‘Park with 4411’ and log in
  • In 'Settings', tap 'Unlink account’.
     

What if I don't have a 4411 account yet?

Create an account on the 4411 website.
An even easier option using KBC Brussels Mobile:

  • In the login screen, tap ‘Park with 4411’ and log in 
  • Tap ‘Log in via 4411 website’ to go to their login page
  • Create a new account.
  • Allow KBC Brussels Mobile to connect with your 4411 account
  • Start parking
     

What if I forget my 4411 password?

On the 'Log in' page, tap 'Forgot password'.

Are there extra charges per parking session?

The transaction fee per parking session is 0.25 euros. This fee is always charged whenever you start a session, even if you park for such a short period that the session is free.

Can I start more than one parking session at the same time?

In KBC Brussels Mobile, you can only start one session at a time. Another family member can of course start a session for another vehicle with their KBC Brussels Mobile app.

Can I still start a parking session if I have a day ticket?

In KBC Brussels Mobile, you can only start one session at a time. Another family member can of course start a session for another vehicle with their KBC Brussels Mobile app.

Can I add a new number plate?

If you start a parking session, your number plate will already be pre-filled. Tap this field to get a list of all your known number plates. Tap the blue circle with the plus sign at the bottom right to add a new number plate to the list.

What do I do if I get a parking fine even after I've started a parking session?

Contact the 4411 helpdesk. You can find all the contact details under 'Settings'.

Do I need to switch on the GPS feature in my phone's settings?

No. Some cities nevertheless provide suggestions based on your location to fill in a number of fields.

What is the maximum amount that I see prior to the start of a parking session?

Each location has a maximum parking duration (e.g., four hours). The maximum amount that is displayed before the start of the parking session is the amount you'll be charged if you park for the maximum duration in that particular location.

Why did my parking session stop automatically?

Each location has a maximum parking duration (e.g., four hours). The maximum amount that is displayed before the start of the parking session is the amount you'll be charged if you park for the maximum duration in that particular location.

Can I start a parking session if it is payable only on the next day?

If you arrive late in the evening and expect to leave the next day only after the session becomes payable, you can start your parking session the evening before. The session will, however, only become visible in KBC Brussels Mobile once it has started. Of course, you won't be paying for the entire duration that you've parked, only for the period that is payable.

What do I do if I have questions and/or problems?

For any questions and/or problems about parking with 4411, visit www.4411.be or contact the 4411 helpdesk. You can find all the contact details under 'Settings' in KBC Brussels Mobile.

Bank on your phone

View your account balance, transfer money or check your transactions the quick and easy way and do it all for free into the bargain. Get our app now.
Bank on your phone

Delayed flight or missed connection?

Are you a regular flyer? KBC Brussels will pay your additional expenses in the event of delays or overbooking.
Delayed flight or missed connection?

Has your luggage been lost or delayed?

KBC Brussels will reimburse you for any necessary clothing purchases up to a certain amount.
Has your luggage been lost or delayed?

Scan and pay paper transfer orders with KBC Brussels Mobile

With KBC Brussels Mobile you can scan and pay your paper transfer orders. Easy and secure.
Scan and pay paper transfer orders with KBC Brussels Mobile