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. 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.

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.

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
  • 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?

Open the 'More' menu at the bottom right, then scroll down to the 'Business' section and tap 'Loans' or 'Insurance'.

What do my business loans and business insurance views show me?

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

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?

Documents like this can be accessed from the ‘Details’ tab of the relevant product, under ‘Communication > Documents’ in KBC Mobile and KBC Touch and 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?

If you've received a new ID card since activating itsme, you need to go to a non-cash ATM at a KBC branch and insert your new ID card so its details can be read in.

If you require more information, don't hesitate to 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.

Dashboard

How do I make the KBC Mobile app’s dashboard view the first thing I always see?

  • Set your dashboard as your main view at the end of the guided tour
  • Tap the notification that appears when you open your dashboard for the first time to set it as your main view
  • Tap ‘More > Profile > Dashboard > Use dashboard as main view’

How do I rearrange the order of products shown at the top of my dashboard?

  • Go to the top of your dashboard and swipe left all the way to the end
  • Tap ‘Edit favourites’
  • Hold down the 3-lined icon next to a product and drag it to where you want it

How do I remove products at the top of my dashboard?

  • Go to the top of your dashboard and swipe left all the way to the end
  • Tap ‘Edit favourites’
  • Uncheck a product to remove it from your dashboard

What messages does my dashboard show me?

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

How do I specify which messages my dashboard should show me?

We show you messages based on your settings.

You can check your settings in a number of ways, such as under:

  • ‘Personalised information’ (More > Profile > My privacy) or
  • ‫‫ֹ‬‬‘Insights’ (More > Profile > Notifications)

What additional services does my dashboard show me?

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