General queries

Frequently asked questions

General queries

Frequently asked questions

General queries on KBC Mobile

What do I need to be able to use KBC Mobile?

  1. A smartphone
  2. A KBC Debit Card and one of our new-generation card readers or the itsme app
  3. An account with us (you can open an account with us online or the first time you use the app)

Can I use KBC Mobile on any phone?

Special requirements for specific features

  • App that can open PDF files for viewing certain types of documents
  • Smartphone with an autofocus camera for some MobilePay and scanning features
  • Device running iOS 9.3.5 or higher that supports Touch ID/Fingerprint authentication (iPhone 5S or later) for Touch ID features
  • Device that supports Face ID authentication (iPhone X) for Face ID features
  • Android phone equipped with a fingerprint sensor and running Android 6 or higher if you want to use the Fingerprint feature
  • Devices that let you scan transfer forms:
    * iPhone 5S or later
    * Android device with a high-end autofocus camera and running Android 5 or higher

How do I connect to KBC Mobile?

You can do so using a Wi-Fi connection or via your mobile phone network.

Is KBC Mobile free?

We don’t currently charge for the app or use of our mobile banking service and don't plan to either. We may charge for new additional features in the future, but we’ll always ask first whether you wish to use and pay for them. That way, you’ll never be faced with extra charges all of a sudden. If you use KBC Mobile over a Wi-Fi connection or mobile phone network, additional charges may apply.

Do I need to take out a special data plan with my provider?

If you don’t use Wi-Fi, you’ll need a data plan. You will not need ‘Unlimited use’, as large amounts of data are never sent.

Beacons

What are beacons?

Beacons are small devices at certain locations (like our branches) that emit a signal using Bluetooth. If you’ve enabled Bluetooth on your phone and are near a beacon, you’ll receive a notification with useful information.

When do I receive a notification from a beacon?

You receive location-based notifications when your phone is near a beacon if you have:

  • Our KBC Mobile app installed on your phone
  • An Internet connection
  • Location services (your phone's GPS) enabled
  • Notifications enabled
  • Bluetooth enabled

How do I switch off notifications from beacons?

  • Disable location-based services in your app settings ('Profile > Location-based services')
  • Turn off your phone's GPS or Bluetooth feature

Where will I receive notifications from beacons?

We have beacons at some of our branches and a number of participating retail outlets.

The branches where you can try this feature out are: KBC Antwerpen Centrum, KBC Brugge-Kristus-Koning, KBC Deurne Eksterlaar, KBC Gent Kouter, KBC Hasselt Stad, KBC Leuven Ladeuze, KBC Oostende-Centrum, KBC St.-Denijs-Westrem and KBC Wilrijk-Centrum.

Offer

What can I see under the ‘Offer’ menu?

'Offer’ shows you a list of products that you can get from us online using our Mobile and Touch apps, and through our website. The list is divided into categories including ‘Payments’ and ‘Savings and investments’.

When I tap a product under ‘Offer’, I get a warning that I’m about to leave the app. Why is this?

If a product is only available through our website and not through our KBC Touch or KBC Mobile app, you’re redirected to our website and therefore leave the app. We do this so we can help you as quickly as possible.

Help

Who can I contact if I run into problems when installing or using the app?

In the app's login screen, go to 'Menu > Contact > General contacts' to see a list of contacts.

My device has been stolen. What should you do now?

Call us immediately any time on 0800 65 650 or 015 63 22 80 (emergency numbers).

We'll block access to your KBC Mobile account right away. If you want to use KBC Mobile again, you'll need to re-register and re-activate the app.

Why do I keep getting a ‘general error’ message?

Apps that compress data on the 3G network to reduce data traffic may prevent KBC Mobile from working properly. Our systems are unable to use compressed data, so you’ll be shown an error message.

So, watch out for apps like these and avoid downloading them unnecessarily. And if you already have apps like this installed, uninstall them to avoid problems with KBC Mobile.

Still have questions or want to learn more? Just call our KBC-Helpdesk.

Home, family and vehicle views

Where can I opt to see more about my home, family and vehicle-related products or services?

Open the ‘More’ menu to do this.

Insurance claims

Claim under virtually any personal insurance with us the easy way using our KBC Mobile app. It lets you do things like tell us that you’ve been admitted to hospital and find out right away whether you’re insured for that and how to get the related costs reimbursed.

Home damage and family-related insurance claims can also be made using our Mobile app. We contact you once you’ve done so.

If you want to make and track vehicle damage claims with us online, we’ll still send you to our KBC Assist app for the time being.

What can I see in the home, family and vehicle views?

You can view details of any loans and insurance in your name or for which you have power of attorney.

Can I apply for loans and insurance using KBC Mobile?

You can calculate and take out:

  • Travel insurance
  • Home assistance insurance
  • Home insurance
  • Bicycle insurance
  • Accident insurance

You can also calculate and take out instalment loans.

Signing documents digitally

What can I sign for digitally?

Currently, you can sign for:

  • Business credit facilities without new guarantees
  • Tax-prepayment plans
  • Home loans
  • Home insurance
  • Loan balance insurance

How do I know when I need to sign a document?

You’re sent an alert which will appear under ‘Actions’ (tap the bell icon in the top righthand corner of the screen after logging in). Tap the alert to go to where you can sign.

How do I sign a document?

You do this the same way as you sign transfer orders.

Can more than one customer digitally sign the same document?

Yes, as long as they all have KBC Touch or KBC Mobile.

Can one person sign using KBC Touch and the other using the KBC Mobile app?

Everyone signs on their own device with their own user account.

Where can I see signed documents or contracts?

Each signatory can access such documents by going to ‘Communication’ then ‘Messages’ in KBC Mobile or to ‘messages’ in KBC Touch, or they can also use Doccle to see them (if they have a Doccle account).

How long are signed documents available for?

Messages can be accessed for two years and documents for at least seven years.

How do I get a paper copy of my contract?

There are two ways to get and/or print off your documents:

  • Download them while going through the steps
  • Download the signed documents from your messages and/or Doccle

Activating itsme using KBC Mobile

What is itsme?

It’s an app that allows you to place your identity card on your smartphone with total security.

The app is a collaborative venture between Belfius, BNP, ING, KBC, Orange, Telenet, Proximus and the Belgian government.

Learn more about itsme.

How do I sign up for itsme?

If you already use our Mobile app, you can use it to sign up for itsme.

When signing up, select us as your bank. We’ve already scanned your ID card when you decided to bank with us, so we can forward these details securely to itsme.

If you’re not yet with us, then you’ll need to register on itsme through another bank or using an electronic identity card.

What can itsme do for me with KBC?

If you’ve installed the itsme app, you can use it to register in KBC Mobile without a debit card and card reader, even if you’re not a customer with us.

You can also use itsme to open an account with us through our website. Accounts you open with us online can be used right away.

How do I use itsme?

The itsme app lets you log in and sign for things in various applications. In due course, card readers (eID readers, card readers, etc.) will all become redundant.

Who should I contact if there are problems or if I spot that my details are incorrect?

Just call our Helpdesk. Open the ‘Communication’ menu, then hit ‘Contact’ followed by ‘General contacts’ to get in touch with them or other useful contacts at a tap.

Limits

See our various daily limits and the minimum and maximum amounts we use in KBC Mobile.

Learn more about limits and the applicable amounts.

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