General queries

Frequently asked questions

General queries

Frequently asked questions

General queries on KBC Mobile

I'm a KBC customer. What do I need to be able to use KBC Mobile?

  1. A smartphone
  2. A KBC Debit Card and card reader, the itsme app or your personal QR code (at your branch or insurance agency).
  3. An account with us (you can open an account with us online or the first time you use the app)

You don’t need to be with us to use our app’s additional services. All you need is a smartphone with a mobile number.

I'm not a KBC customer. What do I need to be able to use KBC Mobile?

Not with us yet? You can still benefit from some of the advantages of KBC Mobile, like our additional services and KBC Deals. All you need is a smartphone with a mobile number.

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.

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.

  • KBC's banking and insurance products
  • Deals
  • Additional services

If you’ve purchased tickets for additional services, you can also find them under ‘Offer’.

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.

My KBC

What is My KBC?

All your KBC products and services are conveniently listed under ‘My KBC’, including your accounts, means of payment, investments, loans and insurance.

You will also find your contacts, appointments, messages and documents (including tax certificates, expense statements and invoices) under ‘My KBC’.

Any products that used to be categorised under ‘Home’, ‘Family’ or ‘Vehicle’ can now be found under ‘My KBC’ in the ‘Loans and insurance’ category. You can view details of any loans and insurance in your name or for which you have power of attorney.

How do I make insurance claims?

Claim under virtually any personal insurance with us the easy way using our KBC Mobile app, including claims relating to:

  • Hospitalisation
  • Home damage
  • Vehicle damage
  • Family

Submit and easily track claims using KBC Mobile.

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
  • Family insurance

You can also calculate and take out loans, including:

  • Instalment loans
  • Mortgage loans (home loans)

Business loans and insurance

How do I view my business loans and insurance?

Under ‘My KBC’.

You can check details of business finance where you're the borrower, legal representative or agent.

You can also check details of business insurance where you're the insured or policyholder.

Can I apply for business finance and insurance using KBC Mobile?

You can work out and apply for:

  • Business budget facilities (letting you overdraw your business account)
  • Tax pre-payment plans
  • Car, van or light goods vehicle finance through investment credit, leasing or renting

You can't work or take out insurance yet.

Where can I learn more about business finance or insurance?

Open the details of your finance or insurance for a link to more information.
If you still have questions, just contact KBC Live for more help.

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
  • Travel insurance, assistance insurance for your home, bicycle insurance, accident insurance, family insurance, car insurance, motorcycle insurance, cyber insurance
  • Business insurance for employees, third-party liability, equipment and ten-year liability
  • Voluntary Supplementary Pension Scheme for the Self-employed (VSPSS) and Social VSPSS, National Institute for Health and Disability Insurance (NIHDI), Pension Agreement for the Self-employed (PAS), Individual Pension Scheme (IPS), Group 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?

Signed documents or contracts can be found

  • on the product details screen in Mobile and under ‘Documents’ under ‘My KBC’
  • in your documents in Touch
  • in Doccle (if you 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 ‘Documents’ 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. Tap 'My KBC', followed by 'All contacts' under the 'Your contacts' section to see a list of your contacts.

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.

Questions about 'Start'

How do I change the order of the products listed at the top of my home screen?

  • Swipe the tiles at the top of your home screen all the way to the left
  • Tap ‘Edit favourites’
  • Tap and hold the three-bar icon next to your product and drag it to your preferred position

How do I delete products listed at the top of my home screen?

  • Swipe the tiles at the top of your home screen all the way to the left
  • Tap ‘Edit favourites’
  • Uncheck the product you want to remove from your home screen

What messages will be displayed?

It shows you relevant messages you’ve opted to receive.

How can I change the types of messages displayed?

You can change your settings here:

  • ‘Personalised information’ (Start > Profile icon at top left > Security and privacy > Privacy > Personalised commercial messages)
  • Insights (Start > Profile icon at top left > App settings > Notifications)

What additional services does my home screen show me?

You’re always shown your favourite additional services. We adapt this as you start to use other services.

What’s new in KBC Mobile?

Where can I view the new features?

After every update, you will receive a message informing you about the new features available on your home screen. You will also find details on these new features in the tips and tricks section in KBC Mobile.

Can I see all the new features?

No, you will only see the new features available to you.

If you use KBC Mobile but don't have an account with KBC, you'll find the services you can use at the top of the list. Services for which you need an account with KBC are listed at the bottom.

How can I use all the new features?

If you open an account with KBC, you can access all services. Do this with ease using KBC Mobile.

When will the new features become available?

They will become available as soon as you have updated the app.

Useful tips & tricks in Mobile

Where can I view the useful tips & tricks in Mobile?

For KBC customers

  • Tap ‘Offer’
  • At the bottom of your screen, tap ‘Get started’ under ‘Getting the most out of our app? See how with our top tips and tricks’

You have linked Mobile to an account held with another financial institution

  • Tap the ‘Payments’ tab at the bottom of your screen
  • Tap the banner at the top of your screen

You use Mobile but do not currently hold an account with KBC

  • Tap the ‘Payments’ tab at the bottom of your screen
  • Tap the banner at the top of your screen
    Or
  • Go to ‘Settings’ and tap ‘What can you do with KBC Mobile?’