What if your payment card is lost, stolen or retained by an ATM?
If you lose your debit card, credit card or prepaid card, or if it gets stolen or is retained by an ATM, block it as quickly as possible to prevent it from being misused. The different ways to block your card are given below.
Block your card using KBC Mobile
1. Log in to KBC Mobile
2. Tap ‘My KBC’
3. Scroll to ‘Means of payment’ and select your debit card, credit card or prepaid card
For your debit card:
1. Tap ‘Block or replace’
2. Select Card Stop and follow the instructions
For a credit card or prepaid card:
1. Tap the three dots at the top right
2. Tap ‘Block or replace’
3. Select Card Stop and follow the instructions
Contact Card Stop
Don’t have KBC Mobile?
Call Card Stop on 078 170 170 (available 24/7). They will block your card and provide you with a new card.
Kate is also there to help you quickly block your card
If you want to block or unblock your payment card, or are looking to increase the limit for your debit card, feel free to ask Kate, your digital assistant in KBC Mobile.
What to do if your payment card is lost or stolen
- If your card has been stolen, be sure to have the police draw up an official report within 24 hours.
- If you’ve lost both your debit card and your phone, call us right away (24/7) and we’ll block all your KBC apps.
- If your card has been retained by a KBC or CBC ATM, we'll automatically send you a text message to let you know.
What you need to tell Card Stop
The Card Stop operator will ask you about:
- The circumstances, i.e. whether your card was lost, stolen or retained by an ATM.
- Who you are, including your name, where you live and your date of birth.
- The card to be blocked, including what type of card it is, its number and who issued it.
- The account number linked to the card.
- Your phone, i.e. whether you lost it and if it had KBC apps installed on it. If it did, the operator will advise you contact us (on 016 43 20 00) to have us block all your apps right away.
At the end of the call, you’ll be given a file number. Keep it safe as it is proof that you reported the incident.
If your debit card has been blocked, you’ll receive a text message from KBC telling you that you can pick up a KBC Go Card at a KBC branch of your choice. This ensures you have immediate access to a debit card again. If your credit card has been blocked, you’ll receive your new card by post.
What to do if you receive a fraud prevention letter from Wordline
If the Fraud Control department at Worldline suspects that fraudsters have accessed your card details, they will write to tell you. Thanks to its collaboration with Visa and Mastercard, Worldline can quickly trace fraud. The letter will tell you what to do.