KBC Mobile’s Communication, Contact and Actions features

Frequently asked questions (FAQ)

KBC Mobile’s Communication, Contact and Actions features

Frequently asked questions (FAQ)

Communication menu

Where can I contact KBC in KBC Mobile?

All your KBC products and services are conveniently listed under ‘My KBC’, where you’ll also find your contacts, messages and documents. If you want to make an appointment with your agent, you can do that in this section.

I don't want to receive digital communication, can I still receive correspondence by post?

Digital customers can no longer receive paper correspondence.


What is a ‘Message’?

Messages are personal communications between you and your KBC contacts, i.e. your branch, KBC Live, your insurance agent, relationship manager or dedicated contact. 

  • You can receive and reply to messages from your branch or KBC Live 
  • You can receive and reply to messages from, and send messages to, your insurance agent, relationship manager or dedicated contact
How long are messages kept?

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

How is KBC ensuring I don’t miss any important documents or invoices?

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. Allow notifications and keep up to date!

To receive an e-mail, your e-mail address must have already been entered in KBC Mobile. You can do that as follows:

  1. On your home screen, tap your profile icon in the top left corner
  2. Go to ‘Personal details’
  3. Tap the pencil to add your e-mail address
  4. Sign using your PIN
How do I add my e-mail address in KBC Mobile or KBC Touch?

KBC Mobile

  1. Tap 'More' at the bottom right then 'Profile' and 'Client details' 
  2. Tap the pencil to add your e-mail address 
  3. Sign using your PIN

KBC Touch

  1. Tap or click 'Profile' at the top right of your screen then 'Client details'
  2. Enter your e-mail address
  3. Sign using your PIN
Where do I find messages and documents?

KBC Mobile

You will find your messages and documents under ‘My KBC’. Just scroll down to see an overview of them. When you’ve received a new message, you'll get a notification on your start screen.

KBC Touch

  1. Log in to KBC Touch
  2. In the blue bar at the top, click 'Messages'
  3. Here are all your messages and documents
  4. Choose a message or document you want to view


What is a 'Document'?

These could be notifications required by law, invoices, certificates like the ones we send you for your tax return and other important documents that you retain for your records. Tap 'More > Communication > Documents' to see them.

Can I have my documents posted to me?

KBC Mobile users don't receive documents by post as standard.

How do you know when an important document has been sent to you through KBC Mobile?

We notify you by e-mail or alert you on your phone when you've received an important document in KBC Mobile. To receive an e-mail, your e-mail address must have already been entered in KBC Mobile.

For how long are documents stored?

We use Doccle to store documents. It retains your documents for at least seven years.

You don't have to create a Doccle account and you can view all your documents right from our Mobile and Touch apps.

Where can I view my documents?

You can view your documents using KBC Mobile, KBC Touch or 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 view your documents using KBC Mobile or KBC Touch without needing a Doccle account. 

Creating an account may be useful though, as it lets you share and keep documents from all your suppliers in one place. If you have a Doccle account, you can jump to it in a single tap right from KBC Mobile.

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.


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 ‘My KBC’
  • Scroll down to 'Your Contacts'
  • Tap one of your contacts to call them. We’ll be happy to help you with your question immediately. If necessary, we'll make an appointment for you based on your specific situation.
  • Make an appointment with your insurance agent directly in KBC Mobile.
What if I don't know the type of appointment I need?

In that case, we advise you to call your insurance agency to make the appointment.

How do I change or cancel an appointment?
  • Go to ‘My KBC’
  • Scroll down to the ‘Contacts’ section. Tap ‘All contacts’
    You can view all your appointments here. 

To cancel your appointment, tap the three dots icon.

To change your appointment, it's best to call your branch, KBC Live or
your insurance agent.

Can I add appointments to my calendar?

Yes, you can.

  • Go to ‘My KBC’
  • Scroll down to the ‘Contacts’ section. Tap ‘All contacts’
  • Tap your appointment
  • Tap the three dots icon and select ‘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.


Where can I find the chat feature in KBC Mobile?

Look for the speech bubble or Kate icon at the top of your screen and tap it to call us or chat with us.

Who can I chat with?

You chat with one of our advisers or a chatbot. If the chatbot can’t help you, it calls in an adviser.

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. If an adviser is available, you can start your chat. If not, your message will be queued.

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

You can put your chat in the background while active in KBC Mobile. You’re alerted once an adviser is available and you can return to your chat by tapping the speech bubble at the top of the screen again.

Even if you close KBC Mobile completely, your chat stays active so you can continue it next time you log in.

The adviser or chatbot will only end your chat when you indicate that you don’t have any more questions. We automatically end the chat after three days of inactivity.

Can I view my chat sessions again later?

You can review your currently active and previous chat at any time.

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 do I enable or disable notifications?

Your phone's settings let you switch notifications on or off for each app you have installed. We recommend switching on notifications for KBC Mobile so you don't miss any important messages.

Our app also lets you manage certain notifications and whether you want to receive them. You can manage your notifications under ‘Settings’. On your home screen, tap your profile icon in the top left corner, scroll to ‘App settings’ and tap ‘Notifications’.

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?

We notify you about important messages you shouldn’t miss, like alerts regarding suspected fraud or bills you need to pay.
You can also choose to be notified when:

  • An amount is credited to your KBC Plus Account or KBC Business Account
  • An invoice from KBC Insurance or Zoomit falls due for payment
  • A direct debit payment is due to come out of your account
  • A credit card payment is due to be debited from your account
  • You receive a message from your branch
  • A transaction cannot be carried out (e.g., a loan repayment)
  • We suspect that you may have been the victim of fraud committed with your credit card or prepaid card
  • You have missed an important message in your overview, such as a message containing important information (e.g., an investment nearing maturity) or a request for you to do something (e.g., sign a document)
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

Where can I view ‘Actions’ alerts for things I need to do?

Tap the bell-shaped icon at the top right. If you don’t see this icon displayed, you have no outstanding actions.

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).