KBC Mobile frequently asked questions (FAQ)

Frequently asked questions (FAQ)

KBC Mobile frequently asked questions (FAQ)

Frequently asked questions (FAQ)

General questions on the KBC Mobile app

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

  1. A smartphone
  2. A KBC Bank Card and a new generation KBC Card Reader (if you don’t already have one, it’s easy to order our latest card reader online)
  3. A KBC account (you can open an account with us online or the first time you use the app)

Can I use KBC Mobile on any smartphone?

No. We currently offer a mobile banking app for iPhones, Android smartphones and Windows phones.

Is KBC 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 functions 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 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.

How do I connect to KBC Mobile?

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

What operating system does my smartphone need to be running (iOS, Android or Windows)?

See our system requirements for supported operating systems.

Signing up for KBC Mobile if you already bank with us

How do I sign up for KBC 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 Mobile straightaway?

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

What is Touch ID (iOS only)?

Touch ID is the official name for the fingerprint reader built into the home button on the latest iPhones and iPads. It lets you log in and sign transactions without having to use your PIN.

Where do I set up Touch ID?

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

Can I use KBC 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, a smartphone is treated as a personal device and therefore cannot be used by more than one mobile banking user.

Note 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 Mobile app?

This can only be done using your PIN.

Note that anyone who adds their fingerprint to your device (iPhone/iOS only) can log in to your KBC Mobile app and sign transactions using Touch ID.

Why do I need to set up a new PIN or Touch ID 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 Mobile and security is guaranteed.

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

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

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

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

Install our official app from your app store. Open the app and tap 'I want to open an account'.

You're then taken through a very easy and secure activation process to open a free account. Once you've received your bank card, you can start using KBC Mobile.

Installing the app and logging in

Where do I get KBC Mobile?

We’ve developed a mobile banking app for iPhones, Android smartphones and Windows smartphones.

These apps can be installed 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 completed the registration and activation procedures using your bank card and card reader and set up your five-digit PIN (or Touch ID on an iPhone). If you wish, you can also already set 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 Bank Card. You need it when going through the registration and activation procedures 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 ‘Forgotten PIN’ in the main menu. This involves going through the registration procedure again using your bank card and card reader.

Can I change my KBC Mobile PIN?

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

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

Yes.

App features: viewing account information

What accounts will I see in my account information?

All the current and savings accounts shown in KBC 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.

How far back can I check my account balance?

You can check your transactions going back for up to a year.

Can I search my account details?

Yes. Smartphone users of the app can search by amount, originator or beneficiary name and reference by selecting the desired account, then tapping 'Actions' followed by 'Search'.

Why am I getting a message under 'Planned' transactions, saying that one or more transactions could not be carried out?

This means that the account in question doesn't have enough money on it to carry out the transaction(s) in one go.

Select 'Clear' at the top right of the screen with details of the uncompleted transactions to solve this.

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 one 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.

App features: credit transfers

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.

Can I change a limit?

You can do this in the app itself the first time you register or under your settings. Changes you make to your limits apply to all devices on which you've installed the KBC Mobile app.

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

If your remaining daily limit is exceeded, you can send the transaction in question to the remittance folder in KBC Touch or sign it immediately using your bank card and card reader.

Can I save new beneficiaries in KBC Mobile?

Yes. Go to 'Credit transfers' in the main menu and tap 'Manage beneficiaries' then 'New' to save a new beneficiary. 

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 determine the sequence of my accounts myself?

Yes. KBC Touch lets you set the order in which your accounts appear. Changes you make to the order of your accounts in KBC Touch are synchronised to your KBC Mobile app.

Your accounts will also appear in the same order there when making transfers to your own or other accounts.

If you have your own business, you can also select 'Account sequence' under 'Settings'. Depending on the choice made, either business products or personal products will be shown first for each type of product.

App features: Opening a KBC Savings Account or KBC Start2Save Account

Where in KBC Mobile can I open a KBC Savings Account or KBC Start2Save Account?

To open a savings account, tap the '+' at the top right-hand side of the Accounts screen, which shows you all the products available to you using KBC Mobile.

Who can I open a KBC Savings Account or KBC Start2Save Account for in KBC Mobile?

KBC Mobile lets open a KBC  Savings Account or KBC Start2Save Account for yourself, 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 Mobile?

For each account holder, you can open no more than one KBC Savings Account or KBC Start2Save Account online. To open an additional account, just pop into your branch.

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

We send confirmation to your inbox as soon as possible once your account's been opened. You can check your inbox using KBC Mobile or KBC Touch.

App features: Setting up a Pricos pension plan

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

To open a Pricos pension savings plan, tap the '+' at the top right-hand side of the Accounts screen. which shows you all the products available to you using KBC Mobile.

Who can I open a Pricos for in KBC Mobile?

You can only open a Pricos for yourself.

Can I open a Pricos in KBC Mobile without a standing order?

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

How many Pricos pension savings accounts can I open using KBC Mobile?

You cannot open more than one Pricos. If you've already taken out a Pricos pension savings plan, you won't see the option to open one in the selection list. 

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

We send confirmation to your inbox as soon as possible once you've set it up. You can check your inbox using KBC Mobile or KBC Touch.

App features: Pricos pension savings

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 savings plan, your Pricos account will be marked with a 'Fully paid' label in your accounts overview. If you click or tap this label, a screen will appear showing what you've already 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 making you eligible for the full tax break.

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

Yes. Just select your Pricos account to view its details and tap 'Pricos transfer' to top up your plan. This opens a credit transfer form with the amount you still need to pay in to top up your plan and be eligible for the full tax break already filled in. You can change this amount if you prefer, as long as you don't exceed the maximum tax-deductible amount.

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

Pricos pension savings plan deposits take a while to process, so you won't be able to make another deposit in quick succession. Once your previous deposit has been processed, you can make another one.

Paying into a Life Pension Plan, Life Pension Plan Plus or Life Home Plan

How do I know when I'm eligible for the full tax break under my Life Pension Plan or Life Home 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 click or 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 Mobile to pay into my Life Pension Plan or Life Home Plan?

Yes. Just select your account to view its details and tap 'Pricos transfer' to top up your plan. This opens a credit transfer form already completed with the amount you still need to pay in to top up your plan and qualify for the full tax break. You can change this amount if you prefer, as long as you don't exceed the maximum tax-deductible amount.

Why do I get a message saying that a deposit is still being processed and I can't make additional deposits.

Deposits take a while to process, so you won't be able to make a second deposit quickly after making a first one. Once your previous deposit has been processed, you can make another one.

App features: 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, we’ve two types of automatic order:
  • 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 to predefine how you want to save. You can opt to save a fixed or a variable amount. You set the minimum amount 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?

No. Amounts deducted from your account by direct debit aren’t shown.

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 and 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’. Just select the planned credit transfer you set up and use the action button to delete the order.

Can I change a planned credit transfer?

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

Can I manage automatic orders?

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

Minors 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 a specific transaction or all subsequent ones.

Note that once you’ve made a one-off change, you cannot make any further changes in KBC Mobile. However, you can still do so if you need to using KBC Touch.

When saving automatically, you can opt to keep a minimum amount on the account to be debited and save what’s left after that.

App features: cash withdrawals from KBC or CBC ATMs using MobileCash

How do I withdraw cash using my smartphone?

  1. Select 'Withdraw money by MobileCash' in the KBC Mobile app's login screen and then log in.
  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 smartphone's camera.
  5. Sign using your PIN or Touch ID.
  6. Take your money from the ATM cash dispenser.

Do I need my bank card to withdraw cash using my smartphone?

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

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

You can withdraw cash from any of your current accounts (not just the one linked to your bank 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 under your settings. Your mobile limits are separate to those you set in KBC 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?

No. You can only use this feature to withdraw cash from KBC or CBC ATMs.

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

Nee, je kunt alleen aan KBC- en CBC-geldautomaten geld opnemen.

Could someone else use my QR code after I have?

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

App features: 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 KBC Mobile PIN to sign transactions.

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 Mobile does not support other QR codes.

Using MobilePay

  • Online shopping

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

  • Paying 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

  • Pay 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/CBC Payment Button or a card payment (Bancontact/Mister Cash, Maestro, Visa or MasterCard). If you decide to confirm payment by mobile, the KBC 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 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 has already paid the purchase amount to the retailer.

A 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 is only when you opt for the Bancontact mobile solution that you can select the card you want to use to make payment in KBC Mobile. You can only choose cards that are enabled for online payments, and not blocked. If only one such bank card meets these criteria, you won't be able to select another card.

If you've already selected or filled in the details of the card for confirming payment on the merchant's website, you will no longer be able to change this card in KBC Mobile. 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.

App features: payments between friends

How do I receive payments?

If you want to receive a payment on your smartphone, open your KBC Mobile app and select MobilePay in the login screen. Then select ‘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 made. A QR code will then be generated. Show this code to the person paying you and get them to open their KBC 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 your KBC Mobile app, select MobilePay in the login screen and then 'Make payments'. Scan the QR code generated by the recipient on their 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 beneficiary accounts linked to an active card with a Bancontact facility in your name. These must also be personal, not business accounts. E-mail us at epay@kbc.be to find out what options are open to you for receiving business payments.

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 Mobile and Bancontact apps, plus some other banks' apps can all accept payments by Bancontact.

Who can I pay?

You can pay retailers or friends who can show you a KBC or Bancontact QR code that you can scan. This can be done using the KBC 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?

When you get paid by MobilePay, the payer uses the Bancontact mobile solution. 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 the KBC Helpdesk.

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.

Smartwatch

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

Only Android and iOS smartwatches are supported.

What can I display 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 the smartwatch to KBC Mobile?

When you connect your smartwatch to your smartphone, a connection is also made automatically to the KBC Mobile app. When it happens, your notifications (see below) will appear on your smartwatch. If you want to see your balance on the smartwatch, you will first have to set the accounts.

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

Go to 'Settings' in the menu and select 'Smartwatch' where you can select up to two current accounts to show their balances 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 if you haven't logged in.

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

Go to 'Settings' and select 'Smartwatch'. You will then see a 'Use smartwatch' slider, which you should switch off if you no longer want to see balances on your watch. However, notifications will continue to be displayed.

App features: viewing debit and credit card settings

For which cards do I get a summary of transactions?

  • KBC credit cards without a credit facility

You can view details of any KBC credit cards you hold that don’t have a credit facility, together with the details of credit cards linked to accounts you hold solely or jointly. These include KBC Visa, KBC Gold MasterCard, KBC MasterCard Business, KBC Silver, KBC Gold and KBC Platinum 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 credit cards with a credit facility

You can view details of any KBC 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 Pinto Visa, KBC MasterCard Globe, KBC Visa Vision, KBC Silver Flex, KBC Gold Flex and KBC Platinum Flex credit cards. You can continue to view the details of cancelled credit facilities for up to ten years after the cancellation date.

  • KBC Prepaid Cards (only on smartphones)

You can view details of any KBC 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’.

For security reasons, part of the number of your credit card(s) and/or prepaid card(s) will be replaced by X’s (1234 56XX XXXX 7890).

  • KBC debit cards

You can view details of any KBC 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).

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

No. The ‘current balance available’ is purely indicative and doesn’t include already authorised transactions that have yet to be deducted from your available balance.

Are transactions using my KBC 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 transactions that have not yet been deducted from your KBC Prepaid Card. You can also use your KBC Prepaid Card as a security payment, for instance, when 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 reserved amount will be restored to your balance available.

What transaction details can I view?

You can display more details of your KBC 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 details of the credit facility?

Yes. Just select ‘Credit facility 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 load my KBC Prepaid Card using the KBC Mobile app?

In the screen where you view details of your KBC Prepaid Card, just tap ‘Load’ to select the amount and the account from which you want it to be transferred. Learn more now 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.

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 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 load transaction have to be signed?

Yes. You can't load your card from your account without entering your PIN (i.e. the same PIN you use to launch the KBC Mobile app).

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 depends on the order you selected for your accounts under 'Settings'.

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

Yes. Go to 'Cards' and tap your credit card, followed by 'Settings' and 'International card use' to set 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?

Go to 'Cards' and tap your credit card to see a list of transactions on the card. That is in the 'Transactions' view that opens automatically. Next to that is the 'Settings' view. You'll see various options there if the card can be managed by you, including settings for international card use and paying online.

How do I manage my debit card?

Go to 'Cards' and tap your debit card to open a screen where you can configure settings for your card. You'll see various options here if the card can be managed by you, including settings for paying without a PIN (contactless payments), changing limits, paying online and international card use.

What is the 'Pay without a PIN or contactless payments' facility?

Switching this on lets you make smaller purchases of up to 25 euros without having to enter your debit card PIN. It also enables contactless payments on your card.

App features: Using the 'Actions' feature

What is this 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?

Tap 'Actions' in the main menu on the left to see things you need to do. Simply tap an action to do what it asks.

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

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

App features: inbox, conversations, 'for info' messages and 'to do' messages

What is my inbox?

Your inbox is where you can find ‘conversations’, as well as ‘for info’ and ‘to do' messages.

What is a conversation?

A conversation is the personal communication between you and your KBC contacts like our branch advisers, insurance agents or relationship managers.

You can receive, answer and send conversations.

The only attachments you can send are photos.

However, KBC staff can send both documents and photos in attachment.

What is a 'for info' message?

'For info' messages are automatically generated notifications relating to products and services (such as certificates for your tax return and billing statements). You can only receive these messages; you can't send any.Onder Ter info verstaan we automatisch gecreëerde berichten die te maken hebben met je producten (zoals fiscale attesten, een uitgavenstaat, enz.). Je kunt die alleen ontvangen.

For how long do messages remain in my inbox?

If you don't do anything with them, they are automatically deleted one year after being sent.

App features: notifications

What is a notification?

A notification is a personal alert that is displayed on your smartphone.

How can I enable or disable receiving notifications?

If you have a Windows smartphone, this can be done under 'Settings' in the app. On iOS and Android smartphones, you have to do this in the settings for notifications on the phone itself and, therefore, not via the settings in the KBC Mobile app.

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?

A pop-up will appear either on your device's start screen when the app is not being used or at the top of the screen when you're logged into KBC Mobile.

On iOS and Windows phones, a badge (a circle containing a number) also appears in the KBC 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 Insurance or in Zoomit, receive a message from your branch or insurance agency or credit your account if there's not enough money on it to do a transaction.

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, if you have one, and/or your KBC Team and/or your insurance agent.

What exactly is 'Your KBC Team'?

This is a team of advisers who are on hand to answer any urgent questions you may have. If you have a relationship manager, this person is your first point of contact. If you don't have one or you can't reach him/her, the advisers on the KBC Team will help you as much as possible when it suits you best.

Making an appointment

What if I don't know which theme my specific question falls under?

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

How do I change or cancel an appointment?

The appointments overview tells you what appointments are pending and lets you cancel them. 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 the 'My appointments' section of 'Contact'

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

Why am I unable to make certain types of appointments in my own KBC Bank branch?

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

Some products and services are offered both at your bank branch and at your insurance agency. You choose based on your specific situation, and an appointment is arranged with the most suitable adviser or insurance agent.

When do I receive a text message reminding me of the 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 this appointment or to contact you about it. We won't use it for marketing or advertising purposes. For more detailed information on data processing, see our privacy statement.

Where do I go to start a video chat appointment?

Log into 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 Team.

Help

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

See under ‘Contact’ at the bottom of the page for the contact details of our support services.

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 ensure that your KBC Mobile agreement is blocked straightaway. You’ll then have to go through the registration and activation procedures again to be able to use KBC Mobile again. 

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

If you’ve installed certain mobile apps, they may be preventing your KBC 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 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 Mobile.

Still have questions or want to learn more? Just call our Helpdesk.

Security

Is KBC Mobile a secure app?

At KBC, 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.
  • You need to enter a PIN 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 Mobile on your device, you can set for each type of credit transfer the maximum daily amount (within certain limits) that you can transfer using the app.

Don’t forget that as a user of KBC 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 into an ATM or device.
  • Only use legal software.
  • Always close your mobile banking app when you’ve finished using it.

Get more tips for secure mobile banking.

If someone steals my PIN, can they then use it to log into KBC 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. KBC Mobile can only be launched on devices you’ve already registered yourself.

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

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