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?

Log in to the app and tap ‘Additional services’ at the top to see your active and future 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?

  • In the login screen, tap ‘Park with 4411’ and log in
  • Tap ‘Log in via 4411 website’ to go to their login page
  • Enter your mobile phone number and the password you used to register with 4411, or create a new account
  • Allow KBC Mobile to connect with your 4411 account
  • Start parking

How do I remove my 4411 account from KBC Mobile?

  • In the login screen, tap ‘Park with 4411’ and log in
  • In ‘Settings’, tap ‘Unlink account’

What if I don’t have a 4411 account yet?

Create an account on the 4411 website.

An even easier option using KBC Mobile:

  • In the login screen, tap ‘Park with 4411’ and log in
  • Tap ‘Log in via 4411 website’ to go to their login page
  • Create a new account

Allow KBC 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?

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 add a new number plate?

If you start a parking session, your number plate will already be pre-filled. Tap this field to get a list of all your known number plates. Tap the blue circle with the plus sign at the bottom right to add a new number plate to the list.

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

Contact the 4411 helpdesk. You can find all the contact details under ‘Settings’.

Do I need to switch on the GPS feature in my phone’s settings?

No. Some cities nevertheless provide suggestions based on your location to fill in a number of fields.

What is the maximum amount that I see prior to the start of a parking session?

Each location has a maximum parking duration (like four hours). The maximum amount that is displayed before the start of the parking session is the amount you’ll be charged if you park for the maximum duration in that particular location.

Why did my parking session stop automatically?

Each location has a maximum parking duration (like four hours). The maximum amount that is displayed before the start of the parking session is the amount you’ll be charged if you park for the maximum duration in that particular location

Can I start a parking session if it is payable only on the next day?

If you arrive late in the evening and expect to leave the next day only after the session becomes payable, you can start your parking session the evening before. The session will, however, only become visible in KBC Mobile once it has started. Of course, you won’t be paying for the entire duration that you’ve parked, only for the period that is payable.

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

For any questions and/or problems about parking with 4411, visit www.4411.be or contact the 4411 helpdesk. You can find all the contact details under ‘Settings’ in KBC Mobile.

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’
  • Use the blue button at the bottom to buy your ticket
  • Accept the conditions of carriage (just once) and enter your phone number
  • Hit ‘Buy ticket’

Can you buy multiple tickets all at once?

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

Buying SNCB train tickets

How do I see train timetables?

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

How do I buy a ticket?

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

How do I select the ticket type?

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

We currently offer the following fares:

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

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

Am I able to buy a ticket for someone else?

No, you can only buy tickets for yourself.

Can I pass on a ticket to someone else?

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

Are tickets for pets available through KBC 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 5 minutes, contact Olympus Mobility’s customer service desk (see their website for contact details).

How do I get invoices for my train travel?

KBC 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 are shown in the app’s SNCB service under ‘Tickets’. Tap ‘Additional services’ in the login screen to open the SNCB service and see your tickets. Go to your history to see past tickets.
 
You never need to print off tickets.

How do I use my ticket?

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

What if my phone’s battery is dead?

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

What if I lose my Internet connection en route?

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

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

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

How do I request compensation for train delays?

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

Buying and managing Sodexo service vouchers

What can you do with KBC 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?

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

Do I need to have an account with Sodexo to use KBC 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
  • 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 the Sodexo service vouchers feature
  • Go to the ‘Manage’ tab and tap ‘Unlink account’ (this won’t affect your actual Sodexo account)

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

What if I’ve forgotten my Sodexo account password?

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

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

The main ‘Balance’ view of our Sodexo service vouchers feature in KBC 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.

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?

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

How long is a ticket valid for?

Once activated, tickets are valid and let you use the relevant bike-share service for 24 hours.

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

Who can I contact about the bikes themselves?

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

Blue-bike
Velo Antwerpen
Mobit

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

Where do I find tickets I’ve bought?

KBC 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?

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

How are surcharges charged?

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

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

Why do I see two transactions for buying my ticket?

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

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

Go to your settings and opt to ‘stop using this service’.

You can also call our helpdesk on 078 22 80 22 and ask them to deactivate your account.
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 078 22 80 22.

What if I don’t have an Internet connection?

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

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 a personal current account to get started.

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?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

If you need a code to enter the car park by the pedestrian entrance, you’ll find it in KBC 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.

Creating and sending IPEX registered e-mails

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.

What are the benefits of a registered e-mail?

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

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

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

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

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

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

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

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

STIB

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

This additional service lets you buy STIB 10-journey JUMP 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 JUMP ticket valid for?

STIB 10-journey JUMP 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 JUMP ticket?

STIB 10-journey JUMP 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. If a technical error occurs, we refund the full amount to your account. In that case, 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 078 22 80 22 or e-mail them at olympus-mobility@vab.be. Helpdesk contact details can also be found in the settings section of our Mobile app’s ‘STIB’ feature.

What if I don’t have an Internet connection?

You need an Internet connection to buy a 10-journey JUMP ticket using KBC Mobile. JUMP 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 JUMP 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 cogwheel at the top right of any screen in the STIB feature to open your settings.

Contact our helpdesk on 078 22 80 22 or e-mail them at olympus-mobility@vab.be 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.

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.

Who do I contact with questions or comments?

  • Already got a digital safe? Tap 'Manage' then 'E-mail helpdesk' or 'Call helpdesk
  • Unable to set up or open your digital safe? Call 016 43 25 19
     

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'.
 

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