Got queries on our additional services?

Frequently asked questions

Got queries on our additional services?

Frequently asked questions

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?

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?

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 (like 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 (like 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.

Buying De Lijn public transport tickets

How do I buy De Lijn public transport tickets using KBC Brussels Mobile?

  • Open KBC Brussels Mobile
  • Tap ‘Additional services’ and log in
  • Select ‘De Lijn’
  • Use the blue button at the bottom to buy your ticket
  • Accept the conditions of carriage (just once) and enter your phone number
  • Hit ‘Buy ticket’

Can you buy multiple tickets all at once?

No, but you can buy several tickets in a row. You can’t buy tickets for future use.

Buying SNCB train tickets

How do I see train timetables?

Choose your departure or arrival station, the date (up to 6 months before or after the current date) and the time of departure or arrival to see available train services. Tap a service for more details or buy your ticket right away.

How do I buy a ticket?

Choose your departure or arrival station, the class you want to travel in, your travel date (up to a month ahead) and your type of ticket (single or return). If you have a Gezinsbond large family discount card, opt for that type of ticket. Finally, check your ticket details and confirm your purchase.

How do I select the ticket type?

There’s no need to do this. We guarantee the best price for the tickets we offer, based on your profile. You choose the class you want to travel in and whether you want a return ticket.

We currently offer the following fares:

  • Go Pass 1
  • Standard
  • Senior (discount only for return tickets)
  • Weekend
  • Large Families

I’m a low-income passenger or entitled to higher-rate health benefits. Does KBC Brussels Mobile take this into account?

KBC Brussels Mobile can’t currently offer preferential reimbursement discounts, so that type of reduction isn’t deducted from ticket prices.

How does the app calculate the price of my ticket?

We ask you for your date of birth the first time you buy a train ticket, so we take your age into account when you buy a ticket thereafter. If you tell us that you’re entitled to a Gezinsbond large family discount, we deduct that from the price of your ticket as well. The app automatically calculates the best price for a one-way ticket, based on your age, discount entitlement and the distance involved.
 
Example
If you’re under 26, you automatically get a GoPass 1 fare, unless you’re only making a short trip and a standard fare is cheaper.

Am I able to buy a ticket for someone else?

No, you can only buy tickets for yourself.

Can I pass on a ticket to someone else?

No, the ticket you buy is in your name and can’t be passed on to anyone else.

Are tickets for pets available through KBC Brussels Mobile?

KBC Brussels Mobile doesn’t currently offer tickets for pets.

Are tickets for bikes available through KBC Brussels Mobile?

KBC Brussels Mobile doesn’t currently offer tickets for bikes.

Can I buy my ticket on the train?

No, you must have a valid ticket before boarding the train.

My ticket purchase was interrupted. Will I still get charged for it?

You confirm your purchase only after signing for it in the app. If a technical error occurs, we refund the full amount to your account.
 
If you lose your Internet connection after confirming your purchase, you’ll get your ticket as soon as you’re connected again.

What if I don’t have an Internet connection when I go to order my ticket?

You won’t be able to buy a ticket. Sometimes it helps to wait a little while or move elsewhere. If you still can’t get connected, buy your ticket from a machine or the ticket office.

How do I know I’ve bought a ticket?

Olympus Mobility sends purchase confirmation to the e-mail address you specify for this purpose, so make sure we have the right address for you. If you don’t receive anything within 5 minutes, contact Olympus Mobility’s customer service desk (see their website for contact details).

How do I get invoices for my train travel?

KBC Brussels Mobile can’t give you an invoice for buying SNCB train tickets. If you need an invoice, we recommend buying your tickets through Olympus Mobility, who provide invoices as part of their service for businesses.

Where do I find my tickets?

Tickets are available in KBC Brussels Mobile’s login screen on the day they’re valid. All your valid tickets are shown in the app’s SNCB service under ‘Tickets’. Tap ‘Additional services’ in the login screen to open the SNCB service and see your tickets. Go to your history to see past tickets.
 
You never need to print off tickets.

How do I use my ticket?

Simply show it to the guard on your phone, without needing to print it off. The guard scans a QR code on your ticket shown in the app. If travelling on a discounted fare, be sure to have your valid discount card to hand.

What if my phone’s battery is dead?

Try to avoid this, as you must be able to show a valid ticket at all times.
If you're out of luck and have a flat battery, you'll have to buy a new ticket at an SNCB ticket vending machine, at the ticket office or from the guard (price of your ticket plus surcharge).
 

What if I lose my Internet connection en route?

Your Internet connection may not be stable while travelling on the train. Tickets already in your app stay available, so you can show them to the guard at any time without having to log in.

Can I use the confirmation e-mail as a ticket?

No, it’s only a confirmation of your purchase. Your ticket is the one in the app.

How do I request compensation for train delays?

See the SNCB website for full details of how to claim a refund for train delays.

Buying and managing Sodexo service vouchers

What can you do with KBC Brussels Mobile’s Sodexo service vouchers feature?

If you link your Sodexo account to KBC Brussels Mobile, you can:

  • Buy new service vouchers and pay for them instantly from KBC Brussels Mobile
  • Check your ordered and available service vouchers
  • See tax-related information about service vouchers

How do I access KBC Brussels Mobile’s Sodexo service vouchers feature?

In our Mobile app’s login screen, go to ‘Additional services’ and open the Sodexo service vouchers feature.

Do I need to have an account with Sodexo to use KBC Brussels Mobile’s Sodexo service vouchers feature?

Yes. If you don’t have a Sodexo account yet, you can create one using one of the links below, depending on the region you live in:

Once you’ve created a Sodexo account, you can add it to KBC Brussels Mobile.

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

  • Go to ‘Additional services’ and open the Sodexo service vouchers feature
  • Tap ‘Log in to Sodexo’ and enter your Sodexo credentials
  • Start using your Sodexo account through KBC Brussels Mobile

Your account remains connected to KBC Brussels Mobile for 90 days. If you don’t use KBC Brussels Mobile’s Sodexo service vouchers feature during this time, you’ll be asked to re-register using your Sodexo credentials. This will extend your access through KBC Brussels Mobile by 90 days.

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

  • Go to ‘Additional services’ and open the Sodexo service vouchers feature
  • Go to the ‘Manage’ tab and tap ‘Unlink account’ (this won’t affect your actual Sodexo account)

If you’d like to go back to using KBC Brussels Mobile’s Sodexo service vouchers feature, just log in again under ‘Additional services’.

What if I’ve forgotten my Sodexo account password?

If you’ve forgotten your Sodexo account password, you can request a new one on the website of the region where you live:

How many service vouchers can I order and what is the tax benefit?

The main ‘Balance’ view of our Sodexo service vouchers feature in KBC Brussels Mobile shows you how many service vouchers you can still order and how many you can get at a reduced rate with tax relief. See the FPS Finance website for more details.

How do I pay for my service vouchers?

Simply enter how many service vouchers you want to order, then pay Sodexo right from KBC Brussels Mobile. Your service vouchers are available once payment has been made.

Can I choose how my service vouchers are delivered?

Yes. Go to the Sodexo service vouchers feature’s ‘Manage’ tab to choose whether to receive electronic or paper service cheques. Paper service cheques are delivered to the address Sodexo has for you.

Who can I contact if I have questions or problems?

Go to the Sodexo service vouchers feature’s ‘Manage’ tab to call the Sodexo helpdesk for more assistance in a tap.

Why am I shown a different Sodexo account number when I buy service vouchers with KBC Brussels Mobile?

Sodexo uses a separate account number for service vouchers you buy using KBC Brussels Mobile.

  • BE41-0017-7251-1110 for Flanders
  • BE15-0017-7252-2830 for Wallonia
  • BE28-0017-7251-2120 for Brussels

KBC Brussels Mobile automatically uses the correct account number. You can’t change this.

Renting a shared bike with KBC Brussels Mobile

Which bike-share services are available through KBC Brussels Mobile?

Our Mobile app currently lets you rent a bike from Blue-bike and Velo Antwerpen. Learn more about these bike-share services on their websites:

Blue-bike
Velo Antwerpen

How do I buy a ticket to rent a shared bike using KBC Brussels Mobile?

In our Mobile app’s login screen, tap ‘Additional services’ then ‘Rent a shared bike’. The first time you use the service, you need to verify your details and accept our partner Olympus’s terms of use. You can then select a provider on the map or from the list at the bottom of the screen. Tap a pick-up point on the map to check the number of available bikes there and see what a ticket will cost you. You buy a ticket by signing to authorise payment in our Mobile app, where your ticket is saved and shown in the login screen.

How long is a ticket valid for?

Once activated, tickets are valid and let you use the relevant bike-share service for 24 hours.
You don’t need to activate a ticket right after buying it. You have 10 days after purchasing a ticket to activate it.
Note that tickets work differently for Blue-bike than they do for Velo Antwerpen.

  • With Blue-bike, you rent the same bike for 24 hours. 
  • Velo Antwerpen lets you use several bikes within 24 hours (up to 30 minutes per bike). If you use a bike for over 30 minutes, you pay surcharges. This information is also shown on your ticket.

How do I activate a ticket?

Enter the code on your ticket at your chosen bike rental point. Each of our bike-share partners have different ways of doing things. Learn more on their websites:

Blue-bike
Velo Antwerpen

Who can I contact about the bikes themselves?

Just get in touch with the bike-share service you’re using for answers to any practical questions you may have. See their website for contact details: 

Blue-bike
Velo Antwerpen

If you have questions about ticket payment transactions or tickets themselves, call 078 22 80 22.

Where do I find tickets I’ve bought?

KBC Brussels Mobile’s login screen shows you your tickets at a glance for up to 10 days after you’ve bought them.

I’ve already used my ticket. Why is it still shown in the app?

We always display tickets for 10 days, as you don’t need to use them right away. Tickets are activated by the bike-share service, not by us at KBC Brussels. That’s why you may still see a used ticket in our app. Codes can only be activated once. Tickets disappear from our app after 10 days, without you having to remove them yourself.

Who can use this service?

You need to be at least 18 years of age. We also check to see whether bikes have been lost, damaged or returned late (in which case, surcharges may apply). If a service isn’t available to you, you’ll be notified once you tap ‘Rent a shared bike’.

Can I buy multiple tickets at the same time?

You can buy more than one ticket, but you have to do so separately for each one. So, you can’t buy a number of tickets all in one go.
Tickets can also be used by others (like family members), provided they fulfil the relevant shared bike provider’s age conditions for using their service. The person who bought the ticket is liable for any surcharges, which are debited from the account used to buy the ticket. See the shared bike providers’ websites for their specific terms and conditions of service:

Blue-bike
Velo Antwerpen

Are tickets bought through KBC Brussels more expensive or cheaper than tickets bought from the bike-share services themselves?

In KBC Brussels Mobile we offer tickets at fixed prices, so you pay the same in every city. We only offer day passes and don’t charge based on usage.

Note that the provider itself often charges subscriptions or a fixed (annual) fee. With KBC Brussels you avoid these costs.

What surcharges may apply?

The bike-share services we work with may charge you a surcharge if you damage the bike, return it too late, lose it or bring it back to the wrong location. These surcharges vary from provider to provider. See their websites for more details:

Blue-bike
Velo Antwerpen

How do I dispute surcharges or transactions?

Call our helpdesk on 078 22 80 22 for more assistance with this. Make sure you have all the relevant details at hand, such as the date of the transaction, the transaction code and your account number.

How are surcharges charged?

Surcharges are automatically debited from the account used to buy the original ticket. If there isn’t enough money on the account, the surcharges will still be charged. This may cause you to go overdrawn on your account, in which case you should clear the overdraft as soon as possible to avoid additional charges.

If you think you’ve been wrongly surcharged, contact our helpdesk (see ‘How do I dispute surcharges or transactions?’).

Why do I see two transactions for buying my ticket?

If you have a problem buying your ticket, we automatically refund you. That’s why your account may show two transactions, one for the payment and one for the refund. We give the purchase code as a reference so you know which ticket it was.

How do I indicate that I no longer wish to use this service?

Call our helpdesk on 078 22 80 22 to deactivate your account.

If you want to start using the service again afterwards, you’ll need to re-share your details with Olympus.

Unused tickets you previously bought will still be shown (up to 10 days after the purchase).

Can I get billed for tickets I buy?

Your ticket is proof of purchase. Invoices for tickets are not available.

If you still need proof of payment, you can download a PDF file showing the relevant payments from your accounts view in KBC Brussels Mobile.

My ticket purchase was interrupted. Will I still get charged for it?

You confirm your purchase by signing to authorise payment for it in KBC Brussels Mobile. If a technical error occurs, we refund the full amount to your account.

If you lose your Internet connection after confirming your purchase, you’ll get your ticket as soon as you’re connected again. If you don’t, call our helpdesk on 078 22 80 22.

What if I don’t have an Internet connection?

You need an Internet connection to buy a ticket. Try connecting to your mobile data network or a Wi-Fi network.

Tickets you’ve already bought can be accessed without an Internet connection. Just tap the notification in our app’s login screen to activate the ticket at a bike rental point, even if you’re offline.

What is my location used for and how do I stop sharing it?

We use your location to show you the nearest bike rental points, so you don’t have to search for them yourself.

If you’d rather not share your location, you can switch this off at any time in your phone’s settings.

Sharing your location is not necessary to use the service.

Parking at Q-Park using number plate recognition

How do I use KBC Brussels Mobile’s ‘Park at Q-Park’ service?

Activate our ‘Park at Q-Park’ service by accepting the terms of use, then link your vehicle’s number plate to a personal current account to get started.

How do I stop using the service?

Open KBC Brussels Mobile, then tap ‘Additional services’ and ‘Park at Q-Park’. Under ‘Manage’, opt to stop using the service and confirm your choice. You’ll need to take a ticket to park your vehicle from then on.

How do I remove a number plate I’ve added?

Open KBC Brussels Mobile, then tap ‘Additional services’ and ‘Park at Q-Park’. Under ‘Manage’, go to where you manage number plates. Select the number plate you want to remove and confirm your choice. You’ll need to take a ticket to park your vehicle from then on.

How do I change the account number for an already added number plate?

Remove the number plate first, then add it again with the new account number.

Why am I getting an error message saying that my number plate has already been added?

Check that you’ve entered your number plate correctly. If you have, contact our helpdesk.

Which accounts can be used to pay for parking?

Number plates can only be linked to personal current accounts.

Each number plate can only be linked to one account, but an account can have several number plates linked to it. 

When registering, I get an error message saying: ‘No access. Sorry, you can’t use Park at Q-Park.’ Why is this?

Unfortunately, not all customers are currently able to use this additional service. We’re working on fixing this as soon as possible. If you have any suggestions for or would like to complain about this service, please contact our Complaints Management team.

I have a Q-Park season ticket for a specific car park. Can I use this service if I park at another Q-Park facility?

No, if you add your number plate to our ‘Park at Q-Park’ service, you’ll always pay for parking at participating Q-Park car parks using your current account, not with your season ticket for a particular car park. If you have a Q-Park season ticket, it’s better not to use our ‘Park at Q-Park’ service.

What do I do if the barrier at the entrance to a Q-Park car park doesn’t open?

It may take up to 10 seconds for the barrier to open. If it doesn’t, press the black intercom button at the barrier and say that you’re using our ‘Park at Q-Park’ service to get let in by a Q-Park staff member. If you don’t get an answer in time and traffic starts to build up behind you, take a ticket at the barrier and pay for your parking at the machine.

What do I do if the barrier doesn’t open when trying to exit a Q-Park car park (after successfully entering it)?

Press the black intercom button at the barrier and say that you’re using our ‘Park at Q-Park’ service to get let out by a Q-Park staff member.

What do I do if my number plate isn’t recognised to enter a Q-Park car park?

Just take a ticket and pay for your parking at the ticket machine.

What do I do if my number plate isn’t recognised to exit a Q-Park car park?

The cabinet part of the barrier should have a black ‘INFO’ button on it. Press it for assistance exiting the car park.

What should I do if I’m offered a ticket even though my number plate was recognised?

Don’t take the ticket and just drive into the car park when the barrier opens.

While parking at a Q-Park car park, I’ve decided to deactivate KBC Brussels Mobile’s ‘Park at Q-Park’ service. How do I pay for my parking?

Your parking session starts once your number plate is recognised. If you decide to stop using this service, you’ll still be able to exit the car park without taking a ticket. When you leave the car park, you automatically pay for your parking. Next time you want to use a Q-Park car park, simply take a ticket to park there.

While parking at a Q-Park car park, I’ve decided to remove the number plate I added. How do I pay for my parking?

Your parking session starts once your number plate is recognised. If you decide to remove your number plate while parked at a Q-Park car park, you’ll still be able to exit the car park without taking a ticket. When you leave the car park, you automatically pay for your parking. Next time you want to use a Q-Park car park, simply take a ticket to park there.

How do I know if I’ve paid for my parking?

Once you exit the car park, you’re charged right away for your parking. This is immediately shown in your transactions view. You can also switch on notifications that tell you that you’ve paid for your parking and how much it cost you.

What can I use as proof of paying for parking to claim back the expenses?

Find the payment in your transactions and tap it to export a PDF file containing full details of your parking session. Many employers will accept this as proof of the expenses you want to claim.

What should I do if I want to dispute the cost of a parking session?

Contact the Q-Park Helpdesk. If the cause of the problem is on our end, Q-Park will contact us.

Where do I find the code to enter the car park by the pedestrian entrance?

If you need a code to enter the car park by the pedestrian entrance, you’ll find it in KBC Brussels Mobile. Tap ‘Additional services’, then open ‘Park at Q-Park’ and look under ‘Details’ to see the code you need to enter on the keypad at the door.

How do I find Q-Park car parks where I can park using number plate recognition?

Open KBC Brussels Mobile, then tap ‘Additional services’ and ‘Park at Q-Park’. Go to ‘Details’ and tap ‘Find a Q-Park car park’. This will bring you to the Q-Park website, where you can search for where you want to park. Tap the desired car park to see its details. If KBC Brussels Mobile is shown as a payment method, you can park there using number plate recognition.

Do I get a discount when parking at Q-Park by using this service?

No, you pay the normal price.

Creating and sending IPEX registered e-mails

What can you do using this additional service in KBC Brussels Mobile?

KBC Brussels Mobile lets you:

  • Create and send registered e-mails
  • Add attachments to your registered e-mails
    • Photos taken using your phone’s camera
    • Various other types of files (DOC, XLS, PNG, JPG, PDF, etc.)
  • See recently sent registered e-mails and track their status
     

How do I access KBC Brussels Mobile’s registered e-mails feature?

Log in to KBC Brussels Mobile, open the ‘More’ menu, then go to ‘Additional services’ and open the ‘Registered e-mails’ feature.

Do I need to create an IPEX account to be able to send registered e-mails?

No.

Are my registered e-mails delivered by KBC Brussels?

No, they’re delivered by our partner, IPEX, a firm whose specialities include registered e-mail delivery.

We forward your registered e-mails to IPEX, who in turn transmit them to the addressee. You also receive a copy by e-mail.

How does creating and sending registered e-mails using KBC Brussels Mobile work?

  • Step 1:
    • Enter the recipient’s name and e-mail address
    • Check that you’ve provided the correct e-mail address
  • Step 2:
    • Enter the subject
  • Step 3:
    • Write the message you want to send to the recipient (optional) and/or add attachments (including pictures taken with your phone)
  • Step 4:
    • Pay for your registered e-mail using KBC Brussels Mobile to have IPEX deliver your e-mail (and automatically get a copy of it)

Where can I check the status of my registered e-mail?

The main view of our registered e-mail service in KBC Brussels Mobile always shows you the latest status of your registered e-mail. There’s also a link to a full history of your IPEX registered e-mails.

When the status of a registered e-mail changes, IPEX informs you by e-mail.

Do recipients of my registered e-mails also have to be KBC Brussels Mobile users?

No, you can send registered e-mails to anyone who has an e-mail address.

How does a recipient know that I’ve sent them a registered e-mail?

Recipients get an e-mail telling them that a registered e-mail has been sent to them. As with registered postal mail, recipients of registered e-mails can choose whether or not to accept them.

If they do, they receive a second e-mail with a link to download the actual registered e-mail.

What information does the recipient of a registered e-mail see?

They see the registered e-mail (and any attachments) and the sender’s name and e-mail address.

What information does the recipient of a registered e-mail see?

They see the registered e-mail (and any attachments) and the sender’s name and e-mail address.

What if a recipient doesn’t download a registered e-mail?

Recipients have 15 days to download or refuse registered e-mails, after which they expire.

Does KBC Brussels or IPEX have access to the content of my registered e-mail?

No. Registered e-mails are also sent in encrypted form.

What are the benefits of a registered e-mail?

You can use a registered e-mail to provide greater reliability to your correspondence. It will give you certainty about the content, the sender, when it was written, the delivery to and receipt by the recipient of the registered e-mail.

In addition, the burden of proof cannot be refused on the sole ground that it was sent digitally.

For each registered e-mail, a time-stamp is kept, containing the following details:

  • Sent by sender
  • Offered to recipient
  • Refused by recipient
  • Asked for by recipient
  • Delivered to recipient

The application within KBC Brussels Mobile relates to creating and sending regular registered e-mails. It doesn't relate to qualified registered e-mails that are automatically equated to the paper registered letter.

For a regular registered e-mail, you have to prove that the identified addressee has received the e-mail. You have to be sure that the e-mail address used is correct (e.g., based on info on the website, previous communication, business card, bill).

The content of the registered e-mail is not stored by KBC Brussels or by IPEX. Personal data, sensitive content or details of your sending are only visible to you and the receiving party.

How much does it cost to send a registered e-mail using KBC Brussels Mobile?

You’re charged 4.85 euros for each registered e-mail you send using KBC Brussels Mobile.

What do I do if I have questions or problems?

Open KBC Brussels Mobile’s ‘Registered e-mails’ feature then the ‘Manage’ tab to see full details of who you can contact for more help.

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