Do you have a question about communication, contact or actions?

Frequently asked questions (FAQ)

Do you have a question about communication, contact or actions?

Frequently asked questions (FAQ)

Communication menu

What does the ‘Communication’ menu do?

This shows you messages, contact details and a summary of your appointments.

What is a ‘Message’?

Messages are personal communication between you and your KBC contacts like our branch advisers, insurance agents or relationship managers.

You can receive, answer and send such messages. The only attachments you can send are photos. However, our staff can send both documents and photos in attachment.

You can also receive automatically generated notifications relating to your products and services.

How long are messages kept?

You can delete your messages manually, but they will also be deleted automatically after two years.

How do you know you have an important message in KBC Mobile?

Whenever you get an important message in KBC Mobile, we’ll notify you by e-mail. You’ll also receive an alert when a new message appears in your inbox.

Contacts

Which contacts can I see?

Your relationship manager, branch, KBC Live and insurance agent contact details (where applicable).

What is KBC Live?

This is our team of experts who are on hand to answer any urgent questions you may have. If you have a relationship manager, they’re your first point of contact. If you don't have one or you can't reach them, our KBC Live experts will help you as much as possible when it suits you best.

Making an appointment

How do I make an appointment?

Go to ‘Communication > Appointments’ and tap the blue circle with a plus sign (+) on it to see contacts with whom you can book time.

Tap the calendar icon to choose a time that suits you best and confirm your appointment.

What if I don't know the type of appointment I need?

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

How do I change or cancel an appointment?

Go to ‘Communication > Contact > Appointments’ to view, change or cancel your appointments.

Tap an appointment then the blue circle with three dots on it to confirm your choice.

You can also contact your adviser to change or cancel an appointment. You'll find their name and phone number in the appointment confirmation sent to you under 'Communication > Contact > Your appointments'.

If you want to contact your insurance agent, you can find their number at kbc.be/find-us.

Can I add appointments to my calendar?

Yes, you can. Go to ‘Communication > Appointments’ and select the appointment you want to add. Tap the blue circle with three dots on it, then ‘Add to calendar’.

Why am I unable to make certain types of appointments at my KBC branch?

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

We offer a number of products and services available at your branch and insurance agency. Based on your specific situation, we'll arrange an appointment for you with the most suitable expert or insurance agent.

When do I receive a text message reminding me of the appointment?

If you've specified or entered a mobile number, you will receive a reminder by text message in the morning of the day before the appointment.

Can I also enter a foreign mobile number?

Yes, but only mobile numbers with the following country codes: 31 (Netherlands); 32 (Belgium); 33 (France); 49 (Germany); 352 (Luxembourg). We also offer this service free of charge for mobile numbers from those countries.

What's this mobile number used for?

We'll only use the mobile number you enter to send you a text reminder for appointments or to contact you about them. We won't use it for marketing or advertising purposes. For more detailed information on data processing, see our data protection statement.

I have an appointment for a video chat. Where do I go to start this?

Log in to KBC Touch and go to the contact page at the top right of your screen to see your appointments and start video chat.

We'll also give you a quick call before your appointment is scheduled to begin.

What if I can't see how to book a video chat appointment?

Contact your relationship manager or KBC Live.

Doccle

What is Doccle?

Doccle is a digital mailbox that lets you receive, organise and store documents from a growing list of organisations. You can also receive your banking and insurance documents from us in Doccle. To connect to Doccle in KBC Mobile, go to ‘Communication > Messages’. Once Doccle has been activated, a single tap in KBC Mobile takes you to your Doccle mailbox.

What documents can I get through Doccle?

Doccle lets you get banking and insurance documents from us online, including:

  • Certificates for your tax return
  • Credit card billing statements
  • Payment requests for insurance premiums
  • Home loan documents

Where can I see the billing statement for my credit card?

If you use Doccle, you can get your billing statement there.

What happens to my messages in KBC Mobile when I activate Doccle?

You’ll still be able to view all the messages you received in KBC Mobile for two years.

What happens to my documents in Doccle if I go back to receiving correspondence from KBC by post?

Opting to get correspondence from us by post again means you’ll no longer be able to see past documents using KBC Mobile. Download and save them somewhere first before opting to get correspondence by post.

How do you know when a KBC document has been sent to Doccle?

You’ll receive an e-mail from Doccle whenever a new document has been sent to your Doccle inbox.

Is Doccle secure?

To guarantee your privacy and security, Doccle relies on Atos Worldline. What’s more, Doccle will never use or forward your data. Doccle’s partners don’t have access to the documents or data of other partners.

Can I still view my documents in Doccle without KBC Mobile and how do I request a password for Doccle?

Yes, you can if you have a Doccle account. You can also view your documents through Doccle’s website or app. If you’ve forgotten your password, go to www.doccle.be, log in and select ‘Forgot your password?’.

Can I access my partner’s documents in Doccle?

If your partner also has a Doccle mailbox, you can easily share documents using ‘Share’.

Chatting

Where can I find the chat feature in KBC Mobile?

Look for the speech bubble at the top of your screen and tap it. You’ll then be able to call us or chat with us.

Note that this feature isn’t available yet for all customers and our chatbot is limited in availability.

Who can I chat with?

You can either chat with one of our advisers or a chatbot. If our chatbot can’t help you, it’ll will transfer the chat to an adviser.

When you chat with a KBC Live adviser you get a specialist from your own area. We’ll look at where your branch is located to make sure you’re put in touch with the right regional specialist.

When can I chat with someone?

Contact KBC Live weekdays from 8 a.m. to 10 p.m. and Saturdays from 9 a.m. to 5 p.m.

Can I continue to use KBC Mobile while I chat or when I’m in a queue?

As long as you remain active in KBC Mobile, so that the app doesn’t move to the background, you can minimise your chat session by tapping the ‘v’ arrow sign. You’ll get an alert as soon as the adviser starts chatting with you. You can return to your chat session by tapping the speech bubble at the top of the screen again.

Can I view my chat sessions again later?

You can go through your chat again as long as you haven’t closed it or logged out from KBC Mobile.

Getting notifications

What is a notification?

A notification is a personal alert that is displayed on your phone, also known as a push notification.

How can I enable or disable receiving notifications?

You can manage your notifications in KBC Mobile under ‘Profile’. You can also manage this in the settings of your iOS or Android device.

How can I see if I’ve received a notification?

If you’re not logged in to the app, a pop-up will appear on your phone’s home screen. If you are logged in, you’re also shown notifications there at the top of your screen.

On iOS phones, a badge (a circle containing a number) also appears in KBC Mobile to show that there is a new notification.

What notifications can I receive?

You’ll be notified when:

  • Receive money on a KBC Plus or KBC Business Account (if you’ve enabled these alerts)
  • Need to pay bills from KBC Insurance or in Zoomit
  • Have a direct debit payment due to come off your account
  • Have a credit card payment due to be debited from your account
  • You receive a message from your branch
  • A transaction cannot be carried out (like a loan repayment)
  • We suspect that you may have been the victim of fraud committed with your credit card or prepaid card and we inform you of this
  • You have an appointment, or when you enter some or our branches and participating retail outlets
  • You can pay somewhere using your phone (learn more under ‘Beacons’ below)

What information is provided in notifications?

The information displayed is limited and gives more of an idea of what the notification contains.

Why am I no longer getting notifications of payments into my account with another bank?

When you add an account with another bank, you allow us to access its details for a limited time. Once that has passed, you need to renew your consent so we can access your account details again. If you don’t, you won’t get notified of incoming payments any more.

Using the ‘Actions’ feature

How do I see ‘Actions’ alerts for things I need to do?

Tap the bell-shaped icon at the top right to do this.

What is this feature?

This is where we alert you to things you need to do, like pay bills, clear your account or sign documents.

How do I carry out an action?

Simply tap an action to do what it asks. You’ll be guided through the various steps to do this.

Can I do all the actions using KBC Mobile?

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

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