Frequently asked questions about wearables

Frequently asked questions about wearables

If you have any questions about your wearable, check out our frequently asked questions. If you were unable to find the answer you were looking for, call one of our experts on 02 303 31 73.

Quick links

Linking, purchasing and activating

Which payment cards can be linked to a wearable?

You can only pair your wearable with a KBC Brussels Debit Card linked to a personal or business account.

KBC Brussels Go Cards, blocked or expired KBC Brussels Debit Cards, credit cards and prepaid cards cannot be linked.

How do I link my KBC Brussels Debit Card to my wearable?

You do this when you buy your wearable. Depending on the retailer, you’ll need to enter your KBC Brussels Debit Card details then pay – or vice versa.

  1. Have your KBC Brussels Debit Card ready and enter the card number and expiry date to order your wearable from the retailer’s online store (your card number has 17 digits and starts with 6703)
  2. Wait a moment while we check that your KBC Brussels Debit Card is valid
  3. Accept our terms and conditions to proceed
  4. Get confirmation that your KBC Brussels Debit Card has been linked to your wearable

What if I’m not shown an option to link my KBC Brussels Debit Card?

Some browsers or security plug-ins may prevent the screens for linking your card from being displayed. Disable those plug-ins or use another browser like Google Chrome to fix the problem.

What if I forgot to link my KBC Brussels Debit Card to my wearable while ordering it?

The retailer won’t send you your wearable until you’ve paired it with your KBC Brussels Debit Card. You’ll receive an e-mail asking you to do so. That contains a link to your order, where you can pair your wearable with your card.

Important:

  • Check your spam folder if you can’t find the e-mail right away
  • Verify that the e-mail was sent by the retailer where you recently ordered your wearable and only open it if that is the case
  • Note that some retailers may contact you in another language
     

Do I get confirmation of my purchase?

You’ll receive confirmation at the e-mail address you specified in the online store run by the retailer where you bought the wearable.

Important:

  • Check your spam folder if you can’t find the e-mail right away
  • Note that some retailers may contact you in another language

When will my wearable be delivered?

Suppliers aim to deliver your wearable to you as soon as possible. They’re unable to send it to you immediately, as it’s made especially for you. That includes personalising the payment chip in your wearable using your KBC Brussels Debit Card details.

Unforeseen circumstances like measures to tackle the coronavirus pandemic may seriously affect delivery times, especially if your wearable is being shipped from abroad.

If you order a wearable from a retailer outside the European Union, remember that the Belgian government imposes import duties. Those taxes are included at the end of your order and added to the total amount you have to pay. 

How do I activate my wearable device for contactless payments?

Once you’ve linked your debit card to your wearable, you’ll see it appear in KBC Brussels Mobile under ‘Means of payment’. It’ll also be shown in your ‘Cards’ view as a ‘linked means of payment’ for your KBC Brussels Debit Card. You’ll see ‘Activation required’ as the status of your wearable.

You need to activate your wearable before you can use it to make payments. You can activate it in KBC Brussels Mobile by following the instructions you received with the device. There are two ways to activate it:

  • Scan the QR code with a QR code scanning app or, if your phone supports it, with your phone's camera. You will be redirected to KBC Brussels Mobile and prompted to log in. Note that you cannot use MobilePay to scan the QR code.
  • Enter the activation code by logging in to KBC Brussels Mobile and going to 'Means of payment' under 'Payments'. Tap the wearable and enter the activation code.

    In both cases, tap the button at the bottom of your screen to confirm activation. You can only activate your wearable in KBC Brussels Mobile, and not in KBC Brussels Touch or K'Ching.

Management

Can I turn off the payment feature on my wearable when I’m not wearing it or won’t be using it for a while?

Yes, you can.

  1. Log in to KBC Brussels Mobile and go to 'Means of payment' under 'Payments'.
  2. Tap the wearable.
  3. You can temporarily turn off the payment feature on your wearable and turn it back on again when you need it to make a payment.

What should I do if my wearable device is lost or stolen?

Remove it from KBC Brussels Mobile to permanently disable it for contactless payments. When you go to remove your wearable, you’ll get a message in KBC Brussels Mobile informing you of the consequences of doing so.

You should only remove your wearable if it has been lost or stolen. This action cannot be undone.
 

Can I link a different KBC Brussels Debit Card to my wearable afterwards?

When purchasing your wearable, you registered a debit card. Linking a different debit card to your wearable is not possible after that. If your debit card has been blocked, call one of our experts on 02 303 31 73.

Payments

How do I pay with my wearable?

Paying with a wearable works in the same way as contactless payments with a card. All you have to do is hold your wearable device near the contactless-enabled payment terminal. Your wearable can be used to pay contactless at any Bancontact or Maestro terminal. Payments are debited instantly from the account you linked to your device.

When do I have to enter the PIN for my wearable?

Payments of up to 50 euros don’t require your PIN but you’ll have to enter it to confirm higher amounts (the same one you use for your debit card).

If you tried paying with your wearable but payment was refused, it's probably because you've already used it to make several PIN-less, contactless payments of less than 50 euros.

To make sure it’s still you making the payments, we temporarily block contactless payments of less than 50 euros.

How can you remove this temporary block?

All you have to do is make one payment of over 50 euros with your wearable. When paying, you will be asked automatically to enter your PIN. After entering it, the block will be removed and you can start making contactless payments of less than 50 euros again.

When do I have to enter the PIN for my wearable?

Payments of up to 50 euros don’t require your PIN but you’ll have to enter it to confirm higher amounts (the same one you use for your debit card).

If you tried paying with your wearable but payment was refused, it's probably because you've already used it to make several PIN-less, contactless payments of less than 50 euros.

To make sure it’s still you making the payments, we temporarily block contactless payments of less than 50 euros.

How can you remove this temporary block?

All you have to do is make one payment of over 50 euros with your wearable. When paying, you will be asked automatically to enter your PIN. After entering it, the block will be removed and you can start making contactless payments of less than 50 euros again.

Can I use my wearable to make payments abroad?

Yes, you can pay anywhere in the world that accepts Bancontact or Maestro contactless payments.

Can I withdraw cash using my wearable?

No, you can’t.

What is contactless payment?

You can find everything you need to know about contactless payments here.

Is there a limit on how much I can spend using my wearable?

Yes, the spending limit for your wearable is the same as the weekly limit on your linked KBC Brussels Debit Card.

Security

My wearable will be posted to me after I’ve entered my card details on the retailer’s website. Is that safe?

Yes, it is completely safe and secure. Once your KBC Brussels Debit Card has been linked, your wearable is prepared for dispatch. The wearable will not yet have been activated at that point and, therefore, cannot be used to make payments. It will be sent to your delivery address, together with the instructions for activating it.

Is it safe to pay with a wearable?

Paying with your wearable is just as safe and secure as paying with your KBC Brussels Debit Card. In addition, you can easily disable your wearable’s payment feature in KBC Brussels Mobile, which is handy when you don’t have the device on you or won’t be using it for a while.

Wearables use the same NFC (Near Field Communication) technology as contactless payment cards, except that, instead of being embedded in plastic, the chip is incorporated into a ring, watch, bracelet, key ring or other accessory. Wearables are subject to the same security measures as a KBC Brussels Debit Card.

For extra security you may occasionally be asked to enter your PIN, even if you’re spending under 50 euros. This is a fraud-prevention measure to check that it’s still you making the payments.
 

What should I do if the KBC Brussels Debit Card linked to my wearable gets lost or stolen?

Act without delay. Block your KBC Brussels Debit Card in KBC Brussels Mobile or have it blocked by calling Card Stop on + 32 70 344 344. As soon as it’s been blocked, you’ll no longer be able to pay using your card or the wearable linked to it.

KBC Brussels Mobile will also no longer show your wearable as being linked to a card. If you’ve received a new debit card and already used it for the first time, you can link it to a wearable using KBC Brussels Mobile. Just open the ‘Details’ view for your wearable and tap ‘Link card’ to pair your wearable with one of your other debit cards.

If you have more than one debit card and are waiting on a new one, you can link your wearable to one of your existing debit cards.

What to do if you experience any problems

I’m having trouble activating my wearable. What should I do now?

This may be due to one of the following causes:

  • Only the holder of the linked KBC Brussels Debit Card can activate the wearable. If the card holder is under 18, their legal representative can activate it too.
  • You may have entered an incorrect activation code. Check your activation letter to see whether you've used the correct code.
  • You may have scanned the QR code with the MobilePay scanner.That app doesn't work with these codes, which means you'll have to use a QR code scanning app instead.
  • If you entered an incorrect activation code more than 10 times, call one of our experts on 02 303 31 73.
  • If you’re experiencing other problems activating the device,call one of our experts on 02 303 31 73.
     

I've received a new KBC Brussels Debit Card. What should I do now?

If your debit card was renewed (e.g., because it had expired of you needed a replacement card), you don’t need to do anything. You can continue to make payments with your wearable.

However, if you blocked your debit card in KBC Brussels Mobile or had Card Stop block it for you, you will have to link your wearable to the new card. Feel free to call one of our experts on 02 303 31 73 – they’ll be happy to help.
 

What should I do if payment fails?

There may be several reasons why your payment didn’t go through. Try to pay again, pay for something at another retailer or use your card to check whether there’s a problem with the payment terminal.

Make sure the payment chip in your wearable is close enough to the payment terminal. If your wearable is a ring, you need to hold it to the payment terminal in a specific way, so be sure to read the instructions on the retailer’s website or in the guide provided.

If you’re still having problems, call one of our experts on + 32 16 43 25 19.

What should I do if my wearable is defective?

If your wearable is no longer working, contact the retailer where you bought it. Important: make sure you remove your wearable from KBC Brussels Mobile before you send it to the retailer. If you receive a new or repaired wearable, you’ll also receive new instructions on how to activate it.

What should I do if my wearable is defective?

Contact the retailer where you bought it for any technical defects (like a watch that’s stopped working, a damaged ring or a broken bracelet). They may suggest returning your wearable to them. If they do, they’ll ask you to temporarily disable your wearable for contactless payments or remove it from KBC Brussels Mobile. Only send it to them once you’ve done as instructed.

What should I do if I’m unhappy with my purchase?

If you’re dissatisfied with your purchase (like when you discover that your wearable is too small for you), check the conditions for returning your wearable. If you can return it, make sure you activate it for contactless in KBC Brussels Mobile and then remove it from the app before returning it to the retailer as instructed.

While making a payment with my wearable, I entered an incorrect PIN three times in a row. What should I do now?

If you enter an incorrect PIN three times in a row, the linked KBC Brussels Debit Card will be blocked, and you will no longer be able to use your card and wearable. Fortunately, you can easily unblock your KBC Brussels Debit Card yourself in KBC Brussels Mobile. After doing so, you can start using your card and wearable again to make payments.

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