Got queries on our additional services?

Frequently asked questions

Got queries on our additional services?

Frequently asked questions

General questions

Where do I find tickets I’ve bought?

After logging in to KBC Mobile, tap ‘Additional services’ at the top to see your tickets.
If you don’t log in, you’re only shown your active tickets on the login screen.

Parking with 4411

How do I add my 4411 account to KBC Mobile?

  • Open KBC Mobile and tap ‘Additional services’
  • Select 4411
  • 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 Mobile to connect with your 4411 account
  • Start parking

How do I remove my 4411 account from KBC Mobile?

  • Open KBC Mobile and tap ‘Additional services’
  • Select 4411
  • 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 Mobile:

  • Open KBC Mobile and tap ‘Additional services’
  • Select 4411
  • Tap ‘Log in via 4411 website’ to go to their login page
  • Create a new account
  • Allow KBC 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 Mobile app.

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

If you've already started parking using a day ticket, you can't begin another parking session until the one started with the day ticket has ended, so not until the next day.

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 ‘Add number plate’ at the bottom to add a new number plate to the list.

Can I remove a number plate?

If you start parking, your number plate will already be pre-filled. Tap this field to get a list of all your known number plates. Tap ‘Remove number plate’ at the bottom to remove a number plate.

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

Contact our helpdesk on 016 43 25 30. 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. The maximum amount isn't available for certain parking facilities, so you won't see one for them.

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 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.

Can I view past parking sessions?

Open the ‘Previous parking' tab to see your parking history for the past three months, including location, date, number plate and time details for your previous parking sessions.

Who do I contact with questions or comments?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.

Tap the 'Manage' tab in this additional service to see contact details for more assistance.

Buying De Lijn public transport tickets

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

  • Open KBC Mobile
  • Tap ‘Additional services’ and log in
  • Select ‘De Lijn’
  • Accept Olympus Mobility’s Privacy Statement and User Terms and Conditions
  • Choose an m-ticket (single fare) or m-card10 (multi-journey) ticket

Can you buy multiple tickets all at once?

No, but you can use several single tickets or multiple journeys on your m-card10 ticket at the same time. Simply buy several tickets in a row or use multiple journeys on your m-card10 ticket one after the other.

Note that you will be unable to buy single tickets if you have an m-card10 ticket.
Single tickets or m-card10 ticket journeys that you buy are activated right away, so you can’t buy them for future use.

Can I buy De Lijn tickets using KBC Mobile% even if I’m not a KBC customer?

Yes.

  • Get KBC Mobile% from your app store
  • Register
  • Tap the De Lijn icon
  • Check your details
  • Buy a ticket

You need an app that lets you pay by Bancontact on your phone to pay for tickets.

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our service to see contact details for more assistance.

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?

Select the:

  • Departure or arrival station
  • Travel date (up to a month ahead)
  • Type of ticket (single or return)
  • Class you want to travel in
  • Ticket for yourself or a fellow traveller

If you have a Gezinsbond large family discount card, opt for that type of ticket.

We always show you the cheapest ticket or let you choose if several options are available. You can specify whether you want a single or return ticket in first or second class either for yourself or for a fellow traveller.

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

KBC 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 take your age into account when you buy a ticket. 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. If multiple tickets are available, the choice is up to you.

Am I able to buy a ticket for someone else?

You can buy tickets for yourself and for fellow travellers. Note that you can’t send tickets to someone else, so anyone you buy a ticket for has to travel with you.

Are tickets for pets available through KBC Mobile?

KBC Mobile doesn’t currently offer tickets for pets.

Are tickets for bikes available through KBC Mobile?

KBC 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 five minutes, contact the helpdesk (see under ‘Manage’ for contact details).

How do I get invoices for my train travel?

KBC 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 Mobile’s login screen on the day they’re valid. All your valid tickets and your Standard Multi are also shown at the top of the ‘Additional services’ screen.

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 your phone has died on you, you’ll need to buy another ticket from a ticket machine or counter. If you don’t, the guard will issue you with a C170 statement of irregularity and you’ll have to buy a ticket at the on-board fare (price of the ticket plus a supplement of 7 euros). You then have 14 calendar days from the date of inspection to request a refund at an SNCB ticket office, provided you can show that you had bought a valid ticket using our app. Make sure you have the other ticket or the C170 statement with you as proof.

See the SNCB website for more details.

Tip: Did you know that some trains nowadays have special power point sockets that let you charge your phone? You can also use a laptop to charge your phone.

What if I lose my Internet connection en route?

Your Internet connection may not be stable while travelling on the train. Active tickets already in your app are always accessible from KBC Mobile’s login screen, 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.

If I’m not a KBC customer, can I still buy SNCB train tickets using KBC Mobile?

Yes.

  • Get KBC Mobile% from your app store
  • Register
  • Tap the SNCB icon
  • Check your details
  • Buy a ticket

You need an app that lets you pay by Bancontact on your phone to pay for tickets.

What should I do if I want to stop using the service?

Call our helpdesk on 016 43 25 30 to deactivate your account.
If you want to buy train tickets with KBC Mobile again later, you’ll need to re-share your details with Olympus.
 

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our service to see contact details for more assistance.

Buying and managing Sodexo service vouchers

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

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

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

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

  • Tap ‘Additional services’ in our Mobile app’s login screen, then open the Sodexo service vouchers feature
  • Connect to Sodexo to manage your service vouchers right from your dashboard

Do I need to have an account with Sodexo to use KBC 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 Mobile.

How do I add my Sodexo account to KBC Mobile?

  • Go to ‘Additional services’ and open the Sodexo service vouchers feature Open ‘Dashboard’ and tap ‘Sodexo’ or ‘Show all’
  • Tap ‘Log in to Sodexo’ and enter your Sodexo credentials
  • Start using your Sodexo account through KBC Mobile

Your account remains connected to KBC Mobile for 90 days. If you don’t use KBC 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 Mobile by 90 days.

How do I remove my Sodexo account from KBC Mobile?

  • Go to ‘Additional services’ and open ‘Sodexo’ or go to ‘Dashboard’ and tap ‘Sodexo’ at the top
  • Go to the ‘Manage’ tab and tap ‘Unlink account’ (this won’t affect your actual Sodexo account)

If you want to use KBC Mobile’s Sodexo service vouchers feature again later, just tap ‘Additional services’ and log in again.

What if I forgot the password or username for my Sodexo account?

Request a new password or username on the website of the region in which you live:

Forgot username and password:

Forgot password:

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 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 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 Mobile?

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

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

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

Who do I contact with questions or comments?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.

Tap the 'Manage' tab in this additional service to see contact details for more assistance.

Renting a shared bike with KBC Mobile

Which bike-share services are available through KBC 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
Mobit

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

  1. Open our Mobile app’s login screen and tap ‘Additional services’ followed by ‘Rent a shared bike’
  2. Verify your details and accept our partner Olympus’s terms of use (the first time you log in) 
  3. Select a provider on the map or from the list at the bottom of the screen
  4. Tap a pick-up point on the map to check the number of available bikes there
  5. See what a ticket will cost you
  6. Buy your ticket and pay using KBC Mobile

Your ticket is saved in KBC Mobile and shown in its 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.

Each service works a different way:

Blue-bike:
You don’t need to activate a ticket right after buying it. You have 10 days after purchasing a ticket to activate it.

With Blue-bike, you rent the same bike for 24 hours.

Velo Antwerpen:
You don’t need to activate a ticket right after buying it. You have 10 days after purchasing a ticket to activate it.

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.

Mobit:
Day passes are activated once you buy them and can then be used for 24 hours. They’re also only shown in the app for 24 hours and not for 10 days like the other services. You can change bikes as much as you like while using a valid day pass. You have to close an active bike first and release it in the app before opening a new one.

How do I activate a ticket?

Mobit day passes are activated once you buy them.

Blue-bike and Velo Antwerpen tickets require you to 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
Mobit

Blue-bike recently launched 'smart' shared bikes that you simply unlock with your smartphone, meaning you don't need to use a key and key distributor. You can recognise these bikes from the QR code on their handlebar panel.

How does it work?

  1. Buy your ticket in KBC Mobile
  2. Install the Blue-bike app
  3. Enter the code on your ticket where you see 'Use a voucher'
  4. Tap the saddle to activate the lock
  5. Follow the instructions in the app

You'll also be able to unlock smart shared bikes soon with KBC Mobile, so be sure to check back here regularly.

Who do I contact with questions or comments?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be. 

Tap the 'Manage' tab in this additional service to see contact details for more assistance.

Where do I find tickets I’ve bought?

KBC Mobile’s login screen shows you your tickets at a glance.

Mobit day passes are shown for 24 hours after you buy them. Blue-bike and Velo Antwerpen tickets are displayed for 10 days after purchase.

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. 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?

That depends on the service. You can only buy one Mobit day pass at a time.

Blue-bike and Velo Antwerpen let you 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
Mobit

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

In KBC 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 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
Mobit

How do I dispute surcharges or transactions?

Contact our helpdesk on 016 43 25 19 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?

Go to your settings and opt to ‘Stop using shared bikes’.

If you want to start using the service again afterwards, you’ll need to re-share your details with Olympus.
Blue-Bike and Velo Antwerpen tickets you previously bought, but haven’t used yet, stay visible in the app and can also be activated.

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 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 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 016 43 25 30.

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.

Mobit also requires you to be connected to the Internet to open or release their bikes.

You don’t need to be online to view Blue-bike and Velo Antwerpen tickets you’ve bought. 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 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 your current account to get started (it can't be a business account).

Check that you've given us the right number plate and not someone else's by mistake (letting them potentially park at your expense).

How do I stop using the service?

Open KBC 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 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?

Yes. If you have a Q-Park season ticket for a particular car park, your payments for it will continue to be made through Q-Park, even if you've signed up to use our 'Park at Q-Park' service. If you park at a car park for which you don't have a season ticket, you pay through us.

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 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 our helpdesk on 016 43 25 30.

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 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 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 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.

Who do I contact with questions or comments?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.

Tap the 'Manage' tab in this additional service to see contact details for more assistance.

Creating and sending IPEX registered e-mails

What are the differences between the registered e-mail from Ipex and the paper registered letter?

The Ipex registered e-mail is not automatically equated with the paper registered letter. This means that, in case of dispute, you will have to prove that the registered e-mail was indeed received by the identified addressee. That's why you have to be sure that the e-mail address used is correct (e.g., based on info on the website, previous communications, business card, bill).

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

KBC 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 Mobile’s registered e-mails feature?

Log in to KBC 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?

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

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

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

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

What do I do if I have questions or problems?

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

Who do I contact with questions or comments?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.

Tap the 'Manage' tab in this additional service to see contact details for more assistance.

STIB

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

This additional service lets you buy STIB 10-journey BRUPASS tickets, which are put onto your MoBIB card once you buy them.

All you need to do to get started is to link your MoBIB card to KBC Mobile (just the once). Open KBC Mobile, then tap ‘Additional services’ and ‘STIB’ to do this.

What is a MoBIB card and why do I need one?

A MoBIB card lets you put season and other tickets from the four public transport operators in Belgium (STIB, SNCB, TEC and De Lijn) onto a single card. Learn more about MoBIB.

You need a MoBIB card that’s enabled for the STIB network to be able to upload a STIB 10-journey ticket.
 

Can I load a MoBIB card using KBC Mobile?

No, you can’t.
MoBIB cards that weren’t issued by STIB (like De Lijn, TEC and SNCB MoBIB cards) need to be enabled for the STIB network in order to link them to our app. You can do so at a GO machine or STIB ticket office.
 

Do MoBIB cards expire and what should I do when mine does?

MoBIB cards expire after five years, when you’ll need to get a new one from the card issuer. The card number stays the same, so you don’t have to make any changes in KBC Mobile.

If you do get a different card number (like when your card is lost or stolen), remove the old card and add the new one using ‘Manage MoBIB cards’ in your settings. Tap the cogwheel at the top right to open your settings.
 

What if my MoBIB card goes missing?

Contact the issuer as soon as possible to have it blocked. You should also remove the card from KBC Mobile. You do this using the link under ‘Additional services > STIB > Settings (cogwheel at the top right)’.

Can I see how many journeys I have left?

You’re not shown how many journeys you still have in KBC Mobile, but you are on the validator machines used to scan your MoBIB card.

How long is a STIB 10-journey BRUPASS ticket valid for?

STIB 10-journey BRUPASS tickets are valid for three years.

Once you’ve started a journey and validated it, you have up to 60 minutes to use it on and switch between applicable public transport services.
 

Can I add and load multiple MoBIB cards?

Yes, you can. The card you most recently loaded is shown at the top of the list. If you want to load more than one card, you’ll need to go through the sales process each time.

Where can I use a 10-journey BRUPASS ticket?

STIB 10-journey BRUPASS tickets can be used in the MTB zone, consisting of:

  • STIB’s entire network of connecting services
  • TEC and De Lijn’s urban services in the Brussels-Capital Region
  • SNCB’s train services in the Brussels-Capital Region

Learn more about the MTB zone.
 

Where do I find 10-journey tickets I’ve bought?

They should be available on your chosen MoBIB card no more than:

  • A day later on GO ticket vending machines and metro validator machines
  • Four days later on bus and tram validator machines
     

Who can use this additional service?

You have to be at least 12 years to use this additional service in our Mobile app. You also need an active current account that lets you make transfers.

Can I buy more than one 10-journey ticket at the same time?

You can put multiple 10-journey tickets on your MoBIB card, but you have to do so separately for each one.

How do I stop using the service?

Open KBC Mobile, then go to ‘Additional services > STIB > Settings (cogwheel at the top right)’. Under ‘Manage’, opt to stop using the service You can still use any journeys you have left on your MoBIB card.

Can I get billed for tickets I buy?

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 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 Mobile or in another bank’s app. If a technical error occurs, we refund the full amount to your account. Payments made using another bank’s app may take several days to clear.

In such cases, you haven’t bought a ticket and you’ll have to go through the steps to buy one again.

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 016 43 25 30.

What if I don’t have an Internet connection?

You need an Internet connection to buy a 10-journey BRUPASS ticket using KBC Mobile. BRUPASS tickets bought using our app are put onto your MoBIB card. That means your MoBIB card is all you need to use a journey, without requiring an Internet connection.

Am I told when my 10-journey BRUPASS ticket is available or almost used up?

No. We don’t know how many journeys you have left. You can always check how many journeys you still have left using the machines or validators on the metro, tram or bus.

Can I only use a personal account or also a business account?

You can use a business account as well, provided you have power of attorney over the account so you can make payments from it. Invoices for tickets are not available.

Can I use tickets I’ve bought right away?

No, it may take up to a day for metro tickets and up to four days for SNCB, De Lijn and TEC tickets to be available to you.

Who can I contact if I have questions or problems?

Go to your settings to see who to contact for help with questions or problems.
Tap the settings cogwheel at the top right of this additional service to see contact details for more assistance.

Who do I contact with questions or comments?

ontact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our service to see contact details for more assistance.

PayPal

What can I do with my PayPal account using KBC Mobile?

You can link your PayPal account to KBC Mobile so you can use our app to check your PayPal balance and transactions. You can’t use KBC Mobile to make payments from your PayPal account.

How do I use this service?

There are two ways to link your PayPal account to our app:

  • Open KBC Mobile, log in and go to ‘Additional services’. Tap ‘PayPal’, accept the terms of use and log in using your PayPal account. This will take you to your accounts view, where you’ll see your PayPal account under ‘Other accounts’.
  • Open KBC Mobile and log in to go to ‘Payments’. Tap the plus sign (+) next to ‘Current accounts’ and opt to ‘Add an account at another bank’. Select ‘PayPal’ from the list that appears in the next screen, accept the terms of use and log in using your PayPal account. This will take you to your accounts view, where you’ll see your PayPal account under ‘Other accounts’.

What transactions can I see using KBC Mobile?

Our Mobile app shows you your PayPal transactions for the last 90 days. You can see the amount, counterparty, date, reference and description for each transaction.

How long does the link between KBC Mobile and PayPal last?

The link between KBC Mobile and PayPal expires after 90 days for legal reasons. You then need to log in again with your PayPal account to renew the connection to KBC Mobile.

Can I search my PayPal transactions?

No, not for the time being.

How many PayPal accounts can I link to KBC Mobile?

You can only link one PayPal account to KBC Mobile.

How do I disconnect my PayPal account from KBC Mobile?

If you no longer wish to use KBC Mobile to check your PayPal account, you can disconnect it by opening your PayPal account transactions view and tapping ‘Manage’ at the top. Select ‘Unlink account’ to disconnect your PayPal account and stop seeing your PayPal balance and transactions in our Mobile app.

Will my PayPal account details also be shown in KBC Touch?

No. If you link your PayPal account to KBC Mobile, you won’t be able to see it in KBC Touch as well. You can’t add your PayPal account to KBC Touch either.

Who do I contact with questions or comments?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.

Tap the 'Manage' tab in this additional service to see contact details for more assistance.

Helena – Covid-19

What is Helena?

Helena gives you quick and easy access to your medical data, such as Covid-19 vaccination certificates and test results, which you can see right from KBC Mobile.

How does Helena work?

  • Open KBC Mobile
  • Go to 'Additional services' and tap the 'COVID-19' tile
  • Tap 'Go to Helena' and then 'Log in for free'
  • Register on the Helena Care website using itsme® or your e-ID, or use an activation code from your GP

Is there a user guide for Helena?

Frequently asked questions can be found on Helena's website.

When I log in with itsme® I get the error message 'Authentication via itsme® has been stopped'. What should I do?

You may receive this error message when trying to log in to a government website using a mobile web browser. Make sure your browser is not in private browsing mode and, if it is, turn it off (check your device's user guide to see how).

Does KBC have access to my medical data?

Only you can access your medical file and no data is shared with KBC. You can also log in securely using itsme®.

Who can use Helena via KBC Mobile?

You need to be at least 18. If the service is not available to you, you will be informed as soon as you tap the 'COVID-19' tile in KBC Mobile.

Who do I contact with questions or problems?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our service to see contact details for more assistance.

Digital safe

What is a digital safe?

Your digital safe is where you store valuable and confidential details like passwords, credit card numbers, warranties and diploma. Only you have access to it and you decide what you want to share with others.

How do I set up a digital safe?

  1. Launch KBC Mobile
  2. Go to 'Additional services' and log in
  3. Select 'Digital safe'
  4. Tap 'Open your digital safe'

Are the contents of my digital safe secure?

The contents of your digital safe are encrypted. Only you have access.

How do I go to my digital safe on another phone?

  1. Launch KBC Mobile
  2. Open 'Additional services' and log in
  3. Select 'Digital safe'
  4. Enter your password to open your digital safe
     

Why do I have to enter my e-mail address to open a digital safe?

We’ll only use your e-mail address to send you a link to change your password.

Why do I need to enter a password to open a digital safe?

You need to set a password when setting up your digital safe for the first time. You’ll only need it afterwards if you want to install KBC Mobile and your digital safe on another phone.
 

What if I’ve forgotten the password to my digital safe?

Tap 'Forgot password' to get an e-mail with a link to change your password.

Does KBC or Meeco have access to the contents of my digital safe?

KBC and Meeco don’t have access to the contents of your digital safe, which are also encrypted.

How do I delete my digital safe?

  1. Go to 'Manage' in your digital safe
  2. Tap 'Unlink account'

How do I share contents of my digital safe with others?

  1. Go to the information you want to share and tap 'Share details'
  2. Opt to 'Share all details' or 'Share selected details' to only share checked items
  3. Choose the app you want to use to share your details (like e-mail, Messenger or WhatsApp)

Beware of sharing sensitive personal details with unsecure apps.

Can I give someone access to the entire contents of my digital safe?

No, you can’t do this for now.

Can I set up a joint digital safe that both my partner and I can use?

No, you can’t do this for now.

Who can open a digital safe?

KBC Plus Account holders who are over 18. If the service isn’t available to you, our Mobile app will tell you so once you tap 'Digital safe'.
 

Who can I contact if I have questions or problems?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our service to see contact details for more assistance.

eBox

What is eBox?

eBox is the digital mailbox that every citizen can use for accessing their government documents. It is where all pension, social security and other official documents are centralised. Further down the line, documents from private organisations will be included too.

What can you do using the eBox app in KBC Mobile?

KBC Mobile lets you:

  • link your eBox to it after registering just once
  • quickly access and download eBox documents without having to repeatedly log in to the government's portal

How do I access KBC Mobile’s eBox feature?

Log in to KBC Mobile, open the ‘More’ menu, then go to ‘Additional services’ and select ‘eBox’.

Do I need to create an account with the government to be able to view my eBox documents?

No, you don't. When you use KBC Mobile's eBox app for the first time, you need to log in just once at the government's portal. You can do so in the same way that you log in to online government services (using the itsme app or your tokens).

After doing this, your eBox documents will appear in KBC Mobile.
We’ll regularly ask you to renew the link to keep it safe and secure.

Can I save my eBox documents?

Yes, you can. As soon as you open an eBox document, you can save it by tapping the icon at the top right of the screen.

Will my eBox documents be deleted in KBC Mobile after a certain period of time?

No, they remain accessible in KBC Mobile.

How do I know when a new eBox document is available?

If you have enabled receiving notifications in KBC Mobile, you'll be alerted as soon as a new eBox document is available.

Does KBC have access to the content of my eBox documents?

No, KBC can at no time access the contents of your eBox.

Can I access eBox any other way?

You can indeed view your eBox documents using certain other channels. Find out how at www.doemaardigitaal.be (Dutch) or www.passezaudigital.be (French).

What do I do if I have questions or problems?

ontact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our service to see contact details for more assistance.

Brussels Airport

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

This service lets you buy Brussels Airport Lounge and Fastlane passes.

  • A Lounge Pass gives you one-off access to Brussels Airport’s Diamond Lounges for up to a year after purchase. It includes meals, drinks, magazines, showers and more while you wait for your flight. 
  • A Fastlane Pass lets you beat the security queues at Brussels Airport. You buy your pass for a specific day and time and in your own name.

Learn more on the Brussels Airport website:

How does it work?

  1. Open KBC Mobile and go to ‘Additional services’
  2. Tap ‘Brussels Airport’
  3. Opt for a Fastlane Pass or Lounge Pass and follow the steps

If you’re a KBC customer, you pay from your KBC Current Account. If you’re not with us, you can pay using the Bancontact app or another app that supports Bancontact payments.
Once you’ve bought a Lounge Pass or Fastlane Pass, it appears in your ticket wallet and you also receive it by e-mail.

Can I forward Lounge or Fastlane passes I’ve bought to others?

When you buy a Lounge Pass or Fastlane Pass, we also send it to the e-mail address you gave to Brussels Airport. That lets you share your Lounge Pass or Fastlane Pass with fellow travellers or someone else.

Lounge Passes are not named, so anyone can use them. Fastlane Passes are in the name of the person who bought them, so only they can use them.

If I remove KBC Mobile from my phone, where do I find my Brussels Airport passes?

If you remove KBC Mobile and don't reinstall it, you'll lose all the Fastlane and Lounge passes you've bought. You can still use the passes by requesting them from the e-mail you received from Brussels Airport. Your passes are also available on the Brussels Airport website. Just log in to your account there to access them.

Who can I contact if I have questions or problems?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our service to see contact details for more assistance.

Joyn

What is Joyn?

Joyn is a digital loyalty card that lets you save points for free rewards from over 7,500 local businesses.

How does Joyn work?

  • Log in to KBC Mobile
  • Tap 'Additional services > Joyn'
  • Log in with an existing Joyn account or register

Simply pay for your purchase and scan the Joyn QR code on the retailer's tablet, then: 

  • Scan the code with KBC Mobile to automatically save points
  • Save enough Joyn points to claim rewards

What's the difference between the 'Loyalty cards' feature and 'Joyn'?

Joyn is a digital savings card which you can use in more than 7 500 local outlets that are affiliated to the Joyn loyalty programme. Once you've saved up enough points, you get a reward.

The 'Loyalty cards' feature enables you to digitise all your loyalty cards, provided they have a bar code or QR code. We've developed this additional service in partnership with Joyn.

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our service to see contact details for more assistance.

Loyalty cards

What is the 'Loyalty cards' feature?

This feature enables you to store all your loyalty cards in digital form in your app. After making a purchase, just get the shop to scan the card's bar code or QR code in your smartphone.

How does the 'Loyalty cards' feature work?

Uploading your loyalty cards to the app

  • Open KBC Mobile
  • Go to 'Additional services'
  • Select 'Payment services' and then tap 'Loyalty cards'
  • Select the shop whose loyalty card you want to add. If the shop's not on the list, select 'Add another card'
  • Allow Mobile to access your camera so you can scan your card

Having your loyalty card scanned in-store

a) I'm a customer at KBC

  • Open KBC Mobile (there's no need to log in)
  • Tap the 'Loyalty cards' icon on the right of the screen
  • Swipe to the left to see the two most recently used cards
  • Tap one of the cards or tap 'Show all' to see all your cards
  • Let the shop scan the bar code or QR code

You can also find a list of your loyalty cards by tapping 'Additional services' and then 'Loyalty cards'.

b) I'm not a customer at KBC

  • Open KBC Mobile
  • Tap 'Additional services'
  • Tap 'Loyalty cards'
  • When a list of your loyalty cards appears, tap the relevant card and let the store scan the bar code or QR code

What's the difference between the 'Loyalty cards' feature and 'Joyn'?

Joyn is a digital savings card which you can use in more than 7 500 local outlets that are affiliated to the Joyn loyalty programme. Once you've saved up enough points, you get a reward.

The 'Loyalty cards' feature enables you to digitise all your different loyalty cards, provided they have a bar code or QR code. We've developed this additional service in partnership with Joyn.

Can I also add cards that don't have a bar code or QR code?

That's not possible at present.

I'm unable to upload my loyalty card. What should I do?

You can report it to our helpdesk by sending an e-mail to extraservicessupport@kbc.be. Make sure you mention:

  • What happened exactly (for instance, the scanner didn't respond or you received an error message)
  • The loyalty card involved (add a screenshot if you can)
  • The type of smartphone you are using

The bar code or QR code in Mobile doesn't match the bar code or QR code on my card. Can that be the case?

Loyalty cards with a bar code

It may well be that your digital loyalty card has more digits on it. These additional check digits won't give rise to any problems in the shop. Make sure to compare the bar code of your card with the digital version. If you see that they don't match, remove the card from Mobile and try scanning it again.

Tip: rotate your loyalty card 90 degrees to get the best scan.
If the problem persists, report it to our helpdesk by sending an e-mail to extraservicessupport@kbc.be. Tell them which loyalty card it is (add a screenshot if you can) and which type of smartphone you're using.

Loyalty cards with a QR code

The QR code may look slightly different. In principle, it contains exactly the same information as the code on your plastic card, so try it out in a shop first before reporting it.

My card was not accepted in the shop. What should I do?

Check to see whether the bar code on your card matches your card in Mobile. If it doesn't, try scanning it again (tip: rotate your loyalty card 90 degrees before scanning it).

It is more difficult to check QR codes, because they can look slightly different but still contain the same information. If it isn't accepted, you should scan it another time and try it out again in the shop.

If the problem persists, report it to our helpdesk by sending an e-mail to extraservicessupport@kbc.be. Tell them which loyalty card it is (add a screenshot if you can) and which type of smartphone you're using.

I receive an error message when I try to add a loyalty card. Is there another way to add it?

At present, you cannot add a card manually (for instance, by keying in a series of numbers), though we are working on making this possible in the future.

I'm already using another app to store my loyalty cards. Is it easy to transfer those cards to KBC Mobile?

You can't import cards from a different loyalty card app, which means you'll need to upload your cards again one by one.

No longer have the cards?
If not, you should take photos of the cards in your app using another device and then scan those photos using KBC Mobile.
Or, as a stopgap, you could install your loyalty card app on a tablet and then upload the cards to Mobile by scanning them from your tablet.

What should I do if I want to stop using the service?

Call our helpdesk on 016 43 25 30 and we'll delete all your loyalty cards. If you'd like to start using the service again later, you'll need to upload all your cards again.

Who do I contact with questions or problems?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.
Tap the 'Manage' tab in this additional service to see contact details for more assistance.

Cambio carsharing

How do I use cambio carsharing?

  • Open KBC Mobile
  • Go to ‘Additional services’
  • Tap ‘Cambio’
  • Sign up to use cambio
  • Start using the service to book cars (once your account has been activated within no more than two days)

Who can book a shared cambio car?

Over 25-year-olds with a valid full driving licence

OR

Under 25-year-olds with a full driving licence for at least two years

If a service isn’t available to you, you’ll be notified once you tap ‘Cambio’ to try and open it.

Why do I need to provide my identity card number?

Cambio asks for your identity card number when you sign up so they know who’s driving their car. We don’t store this number in KBC Mobile and cambio only uses it to activate the service.

Why do I need to provide my driving licence details?

You must have a valid full driving licence (at least type B) to rent a cambio car. Cambio does not accept provisional driving licences or drivers whose driving licence has been revoked. Cambio asks for a photo of your driver’s licence to verify it and only uses your driving licence details to activate the service.

Are driving licences issued outside Belgium eligible?

Yes, but cambio only accepts non-Belgian driving licences that are equivalent to a Belgian B driving licence or higher.

Do I have to pay a registration fee?

Yes. Cambio charges a one-time fee of 10 euros to activate the service, then you just pay as you go for the kilometres you drive.

Do I need to subscribe to cambio?

No. You only pay for the trips you drive. There’s no recurring fee or monthly subscription to pay.

Do I have to pay a deposit?

No. You just pay a registration fee to activate your account. A deposit isn’t required.

Why do I have to watch a video?

Cambio’s video explains in a simple way how everything works. That includes guiding you from booking through to opening a car, telling you the rules for using the service and informing you about cambio stations. Cambio will only activate your account once you’ve watched their video.

How do I book a car?

  • Go to ‘Additional services’
  • Tap ‘Cambio’ followed by ‘New booking’
  • Enter where you want to pick up the car, the vehicle class, a start and end time and any options you want

Cambio will instantly check if your car is available and shows you your booking once you’ve made it.

How far in advance can I book a car?

You can book a car up to a month in advance.

Can I change a booking?

You can change your booking before your trip starts.

  • Go to ‘Additional services’ and open ‘Cambio’
  • Tap the booking you want to change

Once you’ve made your changes, cambio will check your car’s availability again.
Remember to confirm your changes. If you don’t, your original booking will be kept.

Once you start driving, you can only change the time you plan to end your trip.

Can I cancel a booking?

You can only cancel before starting your trip. Go to your bookings, then tap the relevant booking and hit ‘Cancel booking’ to do so. You’ll need to confirm this to effectively cancel your booking.

Is there a cancellation fee?

If you cancel over 24 hours before your trip starts, it costs you nothing. If you do so within 24 hours of starting your booking, Cambio will charge a cancellation fee (30% of the standard hourly rate).

How much does a trip cost?

The price of a trip depends on its duration, the type of car and the number of kilometres driven. See what Cambio costs.
Tap ‘Calculate price’ to get a price estimate for your booking before confirming it.

How does payment work?

When you sign up, you pick a bank account from which to pay for your trips. Cambio automatically charges you for your previous month’s trips. You receive a message the day before the payment is debited from your account.

Can I change my account number?

Yes. Tap the cogwheel at the top right of your screen, then ‘Settings’ to change your account number.

Does Cambio charge extra for anything?

Yes. Cambio will surcharge you for things like returning your car late or dirty. See the terms of use for a full list of potential surcharges. You can access them easily using the link in your Cambio settings (tap the cogwheel icon to open them).

Can I only use a personal account or also a business account?

You must be the holder or joint holder of the account and have power of attorney over it to use it. Simply having power of attorney over an account is not enough. The account must also be in the name of an individual, so you can only use a business account if it’s in your name and not that of the business.

How do I dispute transactions or surcharges?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Can I get an invoice?

No. Cambio doesn’t provide invoices. If you need proof of your expenses, simply export details of the relevant transaction as a PDF file.

Can I book a car for someone else?

No. You book cars in your own name and cambio charges you for using them. Your spouse or legally cohabiting partner may drive the car, provided that you’re in the car with them and they meet the requirements to drive a cambio car (at least 25 years of age with a valid, full driver’s licence). If cambio detects any violations in this regard, your account will be blocked and you’ll be fined 250 euros.

Do I have to share my location details?

That’s not necessary to book a car, but you’ll need to share your location details if you want to get suggestions for nearby cambio stations.

If I’m already a Cambio customer, can I link the account I already have with them?

No. They use a different system to the one used by KBC Mobile. They also charge a subscription fee and deposit, which is not the case using KBC Mobile.

If you’d like to book a car using KBC Mobile, simply register to use our app and sign up to use its cambio service. Trips booked using KBC Mobile are paid for through us and not using your existing account with cambio.
 

How do I open the car?

If you have an active booking, you can open the car using KBC Mobile. Just tap your active reservation, then ‘Open your car’ to unlock it. Once you’ve opened your car, you’ll find the key in the onboard computer.

If you linked your MoBIB card to your account when you signed up, you can also use your MoBIB card to open the car.

How do I lock the car?

If you want to park somewhere during your trip, use the key. If you want to end your trip and return the car to its cambio station, put the key back in the onboard computer and use KBC Mobile to lock the car. Just open your booking and tap ‘End booking’ to lock the car and end your booking.

If you linked your MoBIB card to your account when you signed up, you can also use your MoBIB card to lock the car.

Why do I need a PIN?

You need a cambio PIN to use the onboard computer. You receive your PIN by e-mail once your account is activated.
Our app also shows you your PIN when you’ve opened the car.  

Do I need to link a MoBIB card to my account?

No. If you have a MoBIB card, you can link it to your Cambio account, but you don’t have to. You can use your MoBIB card to open and lock the car or do so using our app.

Am I insured?

Compulsory third-party liability insurance, legal assistance insurance and driver personal accident insurance are included in the price. That means you yourself are insured if you have an accident in your cambio car, but loss or damage to the car is not. If you damage the car, Cambio may charge you a deductible of up to 1,000 euros.

We offer optional insurance to reduce this to 200 euros, which you can take out when you book a cambio car. It costs 5 euros a day (per 24-hour period started).

What should I do if I have an accident in my car or it’s damaged?

Do what’s legally required first: contact the emergency services if necessary and complete a European accident statement. You should also let cambio know what has happened using the onboard computer. If you can’t do so because the car is no longer driveable, contact cambio’s helpdesk or the emergency services (see your vehicle’s documents for contact details).

Cambio will handle any claims you make and contact you if necessary.

What should I do if I want to stop using the service?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Remember that you’ll have to pay a registration fee if you want to use the service again.

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our cambio service to see contact details for more assistance.

Refuel at Q8

At which Q8 filling stations can I use KBC Mobile?

Why do I have to share my location?

This is to prevent you from unlocking a pump at another filling station. You can only refuel at a filling station where you’re sharing your location.

Can I refuel without creating a Smiles account?

No. You have to create a Smiles account or connect to an existing one to refuel at Q8 using KBC Mobile.

Where can I see the Smiles I’ve saved in KBC Mobile?

You first need to register using KBC Mobile. Once you’ve done so, tap ‘Refuel at Q8’ to see a welcome screen showing you how many Smiles you’ve saved. You’re only shown this screen at filling stations. Your current Smiles balance is also given in the transaction reference for a fill-up.

How do I activate my Smiles account after creating a Smiles profile using KBC Mobile?

After registering in KBC Mobile, Q8 e-mails you a link to activate your account. Visit q8smiles.be/help for more details (in Dutch or French).

Are there limits to how much I can spend on refuelling using KBC Mobile?

Fill-ups must be for at least 5 euros and no more than 175 euros.

If I buy a new smartphone, can I still save Q8 smiles using KBC Mobile?

Absolutely! Just reinstall KBC Mobile and open ‘Refuel at Q8’ to reconnect your Smiles account and continue saving Smiles.

Why haven’t I received a confirmation e-mail to activate my account?

Check your spam folder to see if our e-mail has ended up there. If not, go to the Q8 website and request a new activation link. Learn more at q8smiles.be/help.

When registering, why does it say that my e-mail address is already in use?

Check whether your partner or another family member may have registered using your e-mail address. E-mail addresses can only be used once to register for the Q8smiles loyalty program. If you think that your e-mail address has been used unlawfully to create an account, please send an email to that effect to: privacy@Q8smiles.be.

Got more questions about Smiles?

Check out q8smiles.be/help to find out more.

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.
Tap the settings cogwheel at the top right of our Q8 service to see contact details for more assistance.
 

Practising your driving theory

Who do I contact with questions or comments?

Got specific questions in Dutch? Address them to proefexamen@vabrijschool.be

If you have any technical or other specific questions in French, just contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

This service is not available in German or English.

MoveSmart

What does MoveSmart do for you?

MoveSmart lets you track orders for a new lease car or lease bike. It also gives you access to all your contract details and information on your lease car or lease bike.

When it's time for a service or tyre change, MoveSmart makes it easy to book an appointment with your dealer or tyre service.

You also have roadside assistance from the VAB breakdown service at your fingertips. Just tap to contact them and your phone's GPS will show them where you are.  

Who can use the MoveSmart service?

Anyone already using a lease car or lease bike from KBC Autolease or who has ordered one can use this service.

How do you use MoveSmart?

  • Log in using your MoveSmart account
  • Ask for an account if you don't have one by contacting your company's fleet or mobility manager

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our MoveSmart service to see contact details for more assistance.

Kinepolis

What can you do using this additional service?

It lets you buy Kinepolis cinema tickets and use them right from our Mobile app.

How does it work?

  • Tap ‘Additional services’ then ‘Kinepolis’
  • Pick a day, film, ticket type and number of tickets

Once you’ve paid for your tickets, they appear in your ticket wallet.
If you’re not a customer with us, you can pay for your tickets using the Bancontact app or another app that supports Bancontact payments.
 

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our Kinepolis service to see contact details for more assistance.
 

Cera

What can I do with KBC Mobile’s Cera service?

This additional service lets you use Cera’s services, even if you’re not a Cera member. You need to be a customer with us to use it.

Already a Cera member?
You can check how many cooperative shares you have, buy more Cera shares, register for the Annual General Meeting and view the Cera website.
If you have shares worth over 600 euros, you can also order member benefits.

Not a Cera member?
You can buy Cera shares and view the Cera website.  

How do I use this service?

  • Open KBC Mobile
  • Tap ‘Additional services’ and log in
  • Tap ‘Cera’ and agree to the terms and conditions

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our Cera service to see contact details for more assistance.

Proximus

What can you do using this additional service?

It lets you quickly top up your or somebody else's Pay&Go card.

You don't need to be a customer with us to use this service. If you're not, you just pay for your Pay&Go top-up using the Bancontact app.

How do I top up my Pay&Go card?

  • Log in to KBC Mobile
  • Tap 'Additional services > Proximus'
  • Pick the card you want to top up 
  • Choose the amount

Who do I contact with questions or comments?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our Proximus service to see contact details for more assistance.

Orange Tempo prepaid card

What can you do using this additional service?

This service lets you quickly and easily top up your or someone else's Orange Tempo prepaid card without having to sign in with Orange every time.

Where do I find this service?

  1. Log in to KBC Mobile
  2. Go to ‘More > Additional services > Orange'
     

What is required to top up an Orange Tempo prepaid card?

You must have an active Orange Tempo prepaid card.

If you've received a new SIM card from Orange, you'll need to activate it first.
Learn more on Orange's website.

How do I top up my Orange Tempo prepaid card?

  1. Open KBC Mobile
  2. Tap ‘Additional services' and log in
  3. Open ‘Orange'
  4. Enter the phone number you want to top up and for how much
  5. Pay for the top-up using KBC Mobile
  6. Get a text message confirming the top-up (if you topped up someone else's card, they'll also get texted)

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

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of this additional service to see contact details for more assistance.

BASE prepaid card

What can you do using this additional service?

It lets you quickly and easily top up your or someone else’s BASE prepaid card without having to log in to your BASE account.

How do I access KBC Mobile’s Base feature?

Open KBC Mobile and tap ‘Additional Services’ followed by ‘BASE’.

What is required to top up a BASE prepaid card?

You need an active BASE prepaid card.

If you’ve received a new SIM card from BASE, you’ll need to activate it first. Learn more about using your prepaid card on the BASE website.

How does topping up a BASE prepaid card work?

  1. Open KBC Mobile
  2. Tap ‘Additional services’ and log in
  3. Select ‘BASE’
  4. View two screens with details of the service (the first time you use it)
  5. Choose the amount you want to put on your card or enter another BASE mobile number to top up someone else’s card
  6. Pay for the top-up using KBC Mobile
  7. Get a text message confirming the top-up (if you topped up someone else’s card, they’ll get the text message)

In very exceptional cases, it may take BASE 24 hours to carry out the top-up.
 

What do I do if I have questions or problems?

Contact our helpdesk on 016 43 25 30 or e-mail them at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of our cambio service to see contact details for more assistance.

iChoosr

Which solution suits me best – iChoosr or June?

June and iChoosr are two initiatives that are designed to secure cheaper energy contracts for retail customers. Each initiative has a different underlying model:

  • With iChoosr, although you sign up to a group buying scheme without knowing whether you'll be offered a suitable contract (in terms of price and provider), you do have the power of the crowd behind you. You have the freedom to decide each year whether or not to participate again in any new scheme that's organised.
  • With June, you sign up to a scheme that guarantees efficiency (a better contract = money back). June regularly checks to see whether any better contracts are available on the market and, if there are, either makes the switch for you or suggests you switch.

June

What's June?

June automatically tracks energy prices and promotions on the Belgian market. Powered by artificial intelligence, it uses your address and a few extra details to accurately estimate your usage and find the best energy rates for you. You can switch to a cheaper energy deal several times a year and June does all the paperwork with your new energy provider.

How does June work?

  1. Open Mobile
  2. Tap ‘Additional services > June'
  3. Answer a few questions about your energy use
  4. Check June's estimate of your potential savings
  5. Sign up for June and pay by direct debit
  6. Give June your EAN number

June will now regularly update you on, and switch you to, the cheapest energy deal for you.

How much does a June subscription cost?

If you sign up for June using KBC Mobile, it'll cost you 2.99 euros a month.

How does June's price guarantee work?

If switching to what June says is the cheapest energy deal for you ends up saving you less than what subscribing to June costs you, they'll refund you the difference.

Is June limited in switching me to another energy provider?

Yes. June must have the consent of the person who signed the contract with the previous provider. If that turns out not to be you, June will contact you.

Does June switch me automatically to a new energy provider?

That's up to you. You can opt to get switched automatically once you're a June customer. KBC Mobile alerts you when June has switched you to another energy provider.

Is there anything else I need to do once I've signed up and paid for June?

Once you've paid for your June subscription, you just need to give them your EAN number.
If you want, you can also set preferences like only wanting green energy or paying for your energy by bank transfer or direct debit.

Can I easily cancel my subscription?

You can cancel your subscription at any time with at least a month's notice.
Just tap ‘Manage' to do this.

Can I take up the offer in KBC Mobile if I've already signed up to June?

No, you can't. June offers several different formulas, each with their own content.
The offer from KBC only applies for a subscription you have taken out with KBC Mobile. If you have another subscription and would like to take up KBC's offer, you'll first need to cancel your old subscription with June.

Solar panels and June

KBC and June are also working full out to provide a comparison of injection rates at the various electricity companies.

Who do I contact with questions or comments?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.
Tap the settings cogwheel at the top right of this additional service to see contact details for more assistance.

Goal Alert

What is Goal Alert?

Goal Alert gives you instant access to all the goals and highlights of matches involving your favourite team(s) in the Jupiler Pro League. During the match, you'll receive alerts about the teams you follow and be able to watch instant replays of all key moments. And you also have the opportunity to watch the highlights of all the games at the end of each match weekend. You can also check matches already and still to be played by each team.

How many teams can I follow in Goal Alert?

You can select those teams you want to be alerted about when something important happens during their match. You can easily select all the teams if you want and just as easily change that selection later on.

How long does the Goal Alert video action remain available in KBC Mobile?

All clips become available in the match page on average three minutes after the action takes place. You can watch them during the match or up to 30 minutes after the final whistle.
Highlights of each game also appear in individual match pages at the end of each weekend. The highlights of matches played on Friday, Saturday and Sunday are available at 11.59 p.m. on the Sunday. The highlights of matches played on weekdays (from Monday to Thursday evening) appear at 11.59 p.m. on the match day in question.
Our partner, Eleven, has the broadcasting rights and tries to send the clips to KBC Mobile as quickly as possible.

What are the conditions for using the Goal Alert service?

Goal Alert is available to anyone using the KBC Mobile app. Not just KBC customers, but also those who don't have an account at KBC.

Do I have to pay to use Goal Alert?

If you have a KBC Plus Account, Goal Alert is included in the price of your account.

If you do not have a KBC Plus Account, you will have to pay 0.99 euro per month for a Goal Alert Video Pass (2 months free included). With this Video Pass you can watch video clips of all goals and highlights of your favourite team(s) from the Jupiler Pro League.

Are you younger than 18? Then Goal Alert will remain free of charge for you.

How do I access Goal Alert in the KBC Mobile app?

Simply tap ‘More’ in the app to gain quick access to Goal Alert. This access point is also in the same screen under ‘Additional services’.

Who provides the action clips of the matches and sends the alerts?

KBC works with Eleven Sports, which sends the match action and alerts to KBC Mobile.

What do I do if I have questions or problems?

Tap the settings cogwheel in the Goal Alert service to see contact details for more assistance.

My app shuts down when I try to watch a video. Why is that?

You only have to tap a video once to watch it. KBC Mobile shuts down on some phones when you double-tap a video to play it. We are working on a solution to this problem.

I don't have any sound when I play the video clip. What can I do about it?

Your phone may be on 'silent mode' or 'mute'. You'll need to change that mode if you want to play the video with sound. The key(s) for adjusting the volume can often be found on the side of your phone.

The video clip only becomes available a few minutes after the first notification. Is that meant to happen?

Yes, it is. It takes a few minutes to process the video clip. As soon as it's available we'll send you a new notification.

What is the video quality when it's played?

That depends on the speed of your Internet connection. The lowest quality is 720p, the highest 1080p.

It sometimes takes a while for the video to start up. Is that meant to happen?

When you have a slow Internet connection (for instance, via a 3G network or Wi-Fi connection in a busy public place), it may take a bit longer to load the video.

Can I change my favourite team and/or the notifications for the teams I follow?

Yes, you can. Tap the three dots (...) at the top right of the Goal Alert screen to customise your notifications and favourite team(s).

Can I also watch the video action in KBC Touch or on the KBC website?

No, you can't. Goal Alert is only available in KBC Mobile.

What can I receive notifications for?

You only get them for teams you follow. We'll send you one as soon as the line-ups are available, at the start of the match, at the end of the first half, at the start and end of the second half, when a goal is scored and when a red card is shown.

Who decides which video clips are shown?

KBC works with Eleven to provide Goal Alert. Eleven holds the rights to broadcast Belgian football and also decides which highlights are to be shown. In principle, all goals will be shown, as will the main highlights of the match.

How do I access Goal Alert in the KBC Mobile app?

Open KBC Mobile and tap the ‘Goal Alert’ button to activate the service. You can also find Goal Alert under ‘Additional services’ or by logging into the KBC Mobile app and tapping ‘More’ at the bottom right of the screen.

Buying tickets

What tickets can I buy using KBC Mobile?

We currently offer tickets to the Plopsa amusement parks (Plopsaland, Plopsaqua, Plopsa Indoor and Plopsa Coo), Bobbejaanland theme park and Technopolis.

How do I buy a ticket?

Plopsa

  1. Open KBC Mobile and tap ‘Additional services’ to log in
  2. Tap 'Plopsa'
  3. Pick a park and choose tickets
  4. Pay for your tickets using KBC Mobile
  5. Go to your ticket wallet to view and use your tickets

Bobbejaanland

  1. Open KBC Mobile and tap ‘Additional services’ to log in
  2. Tap 'Bobbejaanland'
  3. Choose tickets
  4. Pay for your tickets using KBC Mobile
  5. Go to your ticket wallet to view and use your tickets

Technopolis

  1. Open KBC Mobile and tap ‘Additional services’ to log in
  2. Select a date
  3. Choose tickets
  4. Pay for your tickets using KBC Mobile
  5.  Go to your ticket wallet to view and use your tickets

If you’re not a customer with us, you can pay for your tickets using the Bancontact app or another app that supports Bancontact payments.  

How long is a ticket valid for?

Tickets are only valid on the date you choose and can’t be moved to another date using KBC Mobile.

Who can I contact about the various partners?

Just get in touch with the relevant park for answers to any practical questions you may have. See their website for contact details:

Where do I find tickets I've bought?

Tickets you buy are added to your ticket wallet. Open 'Additional services' to see your tickets at the top of your screen. They're also displayed in KBC Mobile's login screen.

Who can buy tickets with KBC Mobile?

You need to be at least 12 years of age. If a service isn't available to you, you'll be notified once you tap it to try and open it.

Can I buy multiple tickets all at once?

Yes. Each partner offers a variety of tickets. You can buy them all together at the same time,
though you're limited to 25 of each type (like 25 children's tickets) and 100 tickets in total per purchase.

Is it more expensive or cheaper to buy an amusement park ticket through KBC than at the park itself?

Prices vary per partner.

Plopsa
You get 5 euros off a standard ticket throughout the season.
There are also sometimes special offers for bigger savings (tickets are valid on the day of the offer only).

Bobbejaanland
You get 4.50 euros off all tickets throughout the season.

Technopolis
You pay the same as at Technopolis or on their website.  

What should I do if something goes wrong with my payment?

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.
If you paid from a KBC account, it will show the amount right away. If you paid by Bancontact, it may take a few business days to appear on your account.
 

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 Mobile.

If 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 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 016 43 25 30 or e-mail them at extraservicessupport@kbc.be for assistance.

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.
You don't need an Internet connection to view your ticket as it's always shown in and accessible from KBC Mobile's login screen.

How do I share tickets?

Open a ticket and tap the share icon at the top right of the screen to share the ticket using one of your usual sharing apps on your phone. That will be any app that supports sharing images, such as WhatsApp, Messenger, Messages or your e-mail app.

You can only share one ticket at a time. That means if you want to share several tickets, you'll need to do so individually for each one.

Do I need to print my tickets?

No, you don't. Simply open your ticket in KBC Mobile and have it scanned at the entrance without any need for an Internet connection.

What should I do if my ticket doesn't scan?

Your barcoded ticket also contains your order number, which the cashier can use to find your purchase.

Who do I contact with questions or comments?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of this additional service to see contact details for more assistance.

Dinner Experience

What is Dinner Experience?

Dinner Experience lets you dine out in culinary style (two- or three-course meal) for a knock-down price at over 100 restaurants in Belgium. We offer this service in association with Tablebooker, the most widely used online reservation system for restaurants in Belgium.

Dinner Experience is only available at certain times of the year and the number of tables is limited, so booking fast is recommended.

How does Dinner Experience work?

  • Open KBC Mobile
  • Tap ‘Additional services’, go to ‘Leisure’ and open ‘Dinner Experience’
  • Pick a restaurant and the desired date, time and number of diners
  • Confirm your reservation

Tablebooker will then send you an e-mail containing the details of your reservation.

What if I want to change or cancel my reservation?

Open the ‘View your reservation’ link in the confirmation e-mail you received from Tablebooker. Changing or cancelling a reservation is free of charge.

How much does my lunch or dinner cost?

Open KBC Mobile, go to ‘Additional services’ and open ‘Dinner Experience’ to see prices.

Who do I pay and when?

You pay at the restaurant after your lunch or dinner.

Who do I contact with questions or problems?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of this additional service to see contact details for more assistance.

Go Solid

What is Go Solid?

Go Solid makes it easy to quickly recover unpaid and undisputed B2B invoices without the hassle of going to court. Our KBC Touch and KBC Mobile apps tell you when your invoice has been paid.

How much does Go Solid cost?

Go Solid is free of charge for you. No advance or deposit applies either. Go Solid will charge your customer up to an additional 10% of the amount to be recovered, plus a handling fee of 40 euros.

Can I also recover unpaid invoices from individuals?

Go Solid only provides its services for the recovery of undisputed debts between companies. Go Solid in KBC Mobile can only be used for the recovery of undisputed invoices between companies registered with the Belgian Crossroads Bank for Enterprises. If you want to recover money owed to your business by an individual, contact Go Solid.

The relationship with my customer is very important to me. How is communication with the customer conducted?

Go Solid collaborates exclusively with experienced partners. The lawyer and bailiff concerned handle your file in a professional manner and treat your customer with integrity. Go Solid ensures a personal approach with a focus on solving, and preferably avoiding, payment problems. Go Solid engages with your customer in a respectful manner, whether they are communicating by e-mail, by phone or in person. They do their utmost to safeguard your long-term relationship with your customer.

What should I do if my customer contacts me?

Contact Go Solid as soon as possible. They can inform you of any arrangements made or whether the invoice has been paid. That’s good news. Once the payment has been received in full, Go Solid closes the file.

What happens if my customer doesn't respond to a payment reminder?

Once a bailiff has issued a payment reminder notice to your customer, they have one month to pay or dispute the debt. If the customer fails to respond, the bailiff draws up a report of non-dispute at least eight days after that month has passed, then obtains and serves a court order demanding payment.

What if my customer disputes the payment reminder?

Go Solid only provides its services for the recovery of undisputed debts. If your customer disputes the debt during the procedure (this rarely happens), the procedure is terminated and the insurance will not cover any legal costs incurred. Depending on the reason given for disputing the debt, you can try to recover it by ordinary summons. Note that if you submit a disputed invoice to Go Solid, you pay their associated expenses.

What if my customer requests a payment plan?

Go Solid aims to recover debts in full as quickly as possible. However, if a specific case warrants the use of a payment plan, this is granted according to a fixed procedure. You receive the amount recovered each time the customer makes a payment.

What happens if my customer fails to pay the invoice in the end?

If your customer fails to pay the invoice, you won’t have to pay Go Solid anything either. That’s because they estimate the feasibility of your claim before they accept the file, after which time any legal costs associated with undisputed debts are insured. Note that if you submit a disputed invoice to Go Solid, you pay their associated expenses.

How are undisputed debts recovered?

A special administrative procedure lets you recover undisputed business-to-business debts without going to court, so you get paid faster and for less than you would by ordinary summons.

How does Go Solid recover debts owed to my business?

Go Solid gets back to you within four working hours of submitting an undisputed invoice to them to let you know whether it has been accepted. Go Solid first checks whether your claim meets the applicable legal criteria and they also check how solvent your customer is. A bailiff then issues your customer a payment reminder notice. The debt recovery process takes around a month on average. If your customer fails to pay, the bailiff draws up a report of non-dispute, then obtains and serves a court order demanding payment.

Who do I contact with questions or problems?

Call our helpdesk on 016 43 25 30 or e-mail us at extraservicessupport@kbc.be.

Tap the settings cogwheel at the top right of this additional service to see contact details for more assistance.

Submitting expenses

What is the ‘Submitting expenses’ service?

The 'Submitting expenses' service allows you to easily send an overview of your smaller business expenses in digital form to your accountant. These are expenses for which you typically don't get an invoice, such as when you pay for parking, when you go out for a meal in a restaurant or when you take a taxi. The expenses are enriched automatically and you can also add your own attachments or extra information. This helps your accountant to more easily and efficiently take care of the bookkeeping for your business.

How much does the 'Submitting expenses' service cost?

The service is free of charge, but you do need to have a business account. If you don't have a business account, you can open one now.

Is the 'Submitting expenses service also available in KBC Touch?

At present, this service can only be found in KBC Mobile under ‘Offer’. We're currently examining whether we can also include it in KBC Touch at a later date.

I get the message 'You do not have access to this service' when I want to open the 'Submitting expenses' service. Why is that?

To use the 'Submitting expenses' service, you need to meet several conditions:

  • We need to know your company number and, legally speaking, you must be able to act on behalf of the business.
  • You need to have at least one business current account for the company and have access to it and any other business accounts used by the company.

Who do I contact with questions or problems?

Call our helpdesk on 016 43 25 19 or e-mail us at kbc.helpdesk@kbc.be.

Tap the settings cogwheel at the top right of this additional service to see contact details for more assistance.

If I activate the 'Submitting expenses' service, which business(es) can I manage expenses for? Can anybody else manage expenses?

After activating the service, you can manage the expenses for any business(es) for which you satisfy the relevant conditions.
If there are other legal representatives besides yourself who are also legally permitted to act on behalf of the business, the 'Submitting expenses' service will be activated for them as well. They too will receive access to the expenses overview for the business.
If a business appoints an additional legal representative after the 'Submitting expenses' service has been activated, they will automatically get access to the expenses overview the next day.

How does KBC determine the difference between 'expenses' and 'other expenses'?

‘Submitting expenses’ is intended for petty expenses for which your business typically does not receive an invoice (restaurant bills, parking vouchers, etc.) If you would like to manage your purchase invoices, you can use our invoicing solution in KBC Touch.
Our smart selection feature categorises a transaction as a petty expense if the payment fulfils all of the following criteria:

  • Payment was made with a debit card, prepaid card or credit card linked to the business account, or using Payconiq
  • The amount paid was less than 150 euros
  • The payment falls in a category for which you usually do not receive an invoice (e.g., a restaurant bill)

Of course, this approach is not foolproof, and you will need to do a manual check and make any additions of your own afterwards.

Why are 'expenses' categorised as 'other expenses' if the amount is greater than 150 euros?

The 'Submitting expenses' service is intended for managing smaller expenses for which you have received a receipt or bill, such as when paying for parking, going out for a meal in a restaurant or taking a taxi. As a business owner, you will usually receive an invoice for larger expenses. Payments with an invoice are not covered by the 'Submitting expenses' service.
According to our research and feedback from small business owners and accountants, an invoice is typically provided for payments of 150 euros or more.

Is there an overlap with Billit?

No, the 'Submitting invoices' service is intended for smaller expenses for which you don't receive an invoice. The integration between KBC Touch and Billit focuses on purchase and sales invoices.

I always ask a specific merchant to provide an invoice. Can I indicate this somewhere, so that these payments are no longer categorised as 'expenses'?

Unfortunately that is not possible at this time. You must manually remove the 'incorrect' expenses from the expenses overview by using the rubbish bin icon.

How can I check an expenses overview that I have sent previously?

After sending the expenses to your accountant, the app automatically updates the period shown in the expenses overview. The next time you check the overview, only the expenses added since the last time you sent them will be shown. You can go to 'Settings' and change the start date of the period shown to display up to 13 months earlier if you would like to view your expenses again.
You can also add yourself in CC when sending your expenses by e-mail, which will allow you to easily find the list again afterwards.

What happens if I open a new business account after activating the 'Submitting expenses' service?

If you want to add a business account for a company after having activated the 'Submitting expenses' service for it, you do not need to do anything in the app. The day after opening the new business account, that account's transactions will automatically be included in the expenses overview for the business.

As an accountant, how do I work with the output file provided by the 'Submitting expenses' service?

The 'Submitting expenses' service will send you a ZIP file which includes a table in CSV format and any scans of expense receipts.
The table gives you an overview of petty expenses incurred by the business owner without an invoice being provided (e.g., restaurant bills or parking vouchers), along with the corresponding amount and category.
This information should allow you to record the transactions. We ask the business owner to keep the receipts as proof, so they will still be available should you need them.
You can also arrange with the business owner to scan and upload the receipts if you prefer. In that case, the scans will also be included in the ZIP file.

Who do I contact with questions or problems?

You can always call our helpdesk on 016 43 25 30.

Tap the settings cogwheel at the top right of this additional service to see contact details for more assistance.

Help! My question isn’t listed here

If you have a specific question about Deals or want to know more about how cashbacks are paid, call the helpdesk on 016 43 25 30 or send an e-mail to extraservicessupport@kbc.be. Or look at 'Additional services - businesses'.

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