I can't find my account opening contract or my registration form. What should I do?

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These documents were attached to the 2nd confirmation email that you received. Check whether you still have it. If you can't find it, call the Hello Team on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm).

I haven't received the Hello box. What should I do?

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That's easy! Call the Hello Team on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm). One of the team members will send you the documents to fill in to subscribe to the free Hello bank! offer.

My card reader has stopped working. What should I do?

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Call the Hello Team on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm). If it's not immediately clear why the card reader isn't working, the Hello Team adviser will offer you a replacement.

How do I register for the app Hello bank!?

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Once your subscription to the free Hello bank! offer has been validated, the app Hello bank! will ask you to sign the app contract during your first login.

The app Hello bank! gives you access to Hello bank! products and allows you to manage your accounts.

How do I log in to the app Hello bank!?

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You have two possibilities:

Where can I find my customer number?

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Your customer number consists of 10 digits and you can find it on the back of your Hello Bank card.

How can I change my app Hello bank! password or add another mobile device number to my app contract?

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The Hello Team advisers can answer your questions! Call us on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm).

How do I log in? Do I need a password?

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The first time you use the app Hello bank!, you will log in using an activation code that you will receive via text message, or using your card reader. Once you are logged in, you get the info screens with the new features and the characteristics of your device will be registered. Afterwards, you can sign up with your password in combination with automatic device recognition; or either with your Hello Bank card in combination with an electronic signature using your card reader.

Which password should I use?

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The password that you need to log in, is the password that you created when you activated the app Hello bank!.

How can I change the password?

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You can either:

What happens if I type in an incorrect password?

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When you type in an incorrect password, you have two attempts remaining to enter it correctly. After three incorrect attempts, your access to the app Hello bank! is automatically locked for security reasons. Your agreement is then suspended.

You can reactivate your access to the app Hello bank! by calling the Hello Team advisers on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm).

Have you forgotten your password? No problem, just contact the Hello Team to create a new one.

I haven't received the text activation code to log into the app Hello bank! What should I do?

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Send a blank text to 2211. A few minutes later you can request a new text code.

If that doesn't work there are a few possible causes:

If you have any questions, contact our Hello Team on 02 433 41 45.
Of course, you can always log in using your card reader and bank card as an alternative.

How do I log into the app Hello bank! via text the first time?

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Here's what to do:



 

 

What happens if I enter an incorrect password when I log in via text?

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When you type in an incorrect password, you still have two attempts remaining to enter your password correctly. After three incorrect attempts, access to the app Hello bank! automatically locked for security reasons. Your agreement is then suspended.

You can reactivate access to the app Hello bank! by calling the Hello Team on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm).

Have you forgotten your password? No problem! Contact the Hello Team.

Can I reuse an existing text code to log into the app Hello bank!?

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No. A text code is only valid for 10 minutes. After this time, you will have to request a new text code.
Every text code is unique. Once you have logged in with this code, you can't use it again.

How do I log into the app Hello bank! using the card reader?

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Here's what to do:

For security reasons, you have to go through these steps each time you use the application.

Note: you should never use an M2 signature (via the blue button on your card reader) to log in. The M2 signature is only used to confirm a transaction that you have requested. You log in using the M1 signature (red button) or a text code only.

Which card should I use with the card reader?

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To log in or sign transactions with a card reader, you must always have a valid Hello Bank card.

Note: you cannot log in using a credit card.

I have typed in three incorrect PIN numbers and the card reader screen is displaying a ‘PIN blocked' message. What should I do?

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If you have made three incorrect attempts to type in a PIN number, your Hello Bank card will be locked.

To unlock your Hello Bank card, call the Hello Team on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm).

If you have forgotten the PIN number of your Hello Bank card, you will need to ask the Hello Team for a new PIN number. You will receive a new PIN code at home a few days later.

When do I have to sign a transfer?

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When you set up a transfer to a new beneficiary in the app Hello bank!, you have to sign this transfer. You can do this using the M2 signature which you can obtain using the blue button on your card reader.

Note: you should never use an M2 signature to log in. The M2 signature is only used to confirm a transaction that you have requested.

Can I cancel a transfer that I have set up using the app Hello bank!?

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To cancel a transfer that has not yet been made, call the Hello Team on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm).

How can I be sure that the transfer that I have set up using the app Hello bank! will be made correctly?

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When you have finalised and confirmed a transfer using the app Hello bank!, you will immediately receive a message confirming whether your request has been accepted or not (except if the transaction is disrupted by a technical problem, for example if your smartphone or tablet switches off).
You can check the transactions on your account via the app Hello bank! Transfers which have just been set up using the app Hello bank! can also be reviewed.

What happens if my device switches off when I am making a transfer in the app Hello bank!?

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When your device fails in the middle of a transaction and you have not yet received confirmation of this transaction, this means that the transaction has not been made. In this case, you should re-enter the transaction again.

What is Easy transfer?

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With Easy transfer, you can make a transfer using any Belgian mobile device number linked to an account number. You don't need to know the beneficiary's bank account number.
Once a Belgian mobile device number is associated with a Belgian account number, you can send or receive Easy transfer payments using this number.

Who can I use Easy transfer?

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How do I enable Easy transfer?

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You have to enable Easy transfer when you first use the app Hello bank!.
You have to enter a Belgian mobile device number and an account number. By default, the mobile device number selected is the one you entered when you the app Hello bank!, but you can change it at any time.
Use an M2 signature (which you can obtain using the blue button on your card reader) to finish enabling the Easy transfer feature.

How much can I transfer using Easy transfer?

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With Easy transfer, you can make payments of up to EUR 250 a day.

Can I send an Easy transfer to a friend who doesn't use Easy transfer yet?

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Yes, the beneficiary will receive a text message inviting them to register for Easy transfer at www.easytransfer.be.

Will the beneficiary receive notification?

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If the beneficiary isn‘t yet an Easy transfer user, they will receive a text message inviting them to register as a beneficiary on Easy transfer at www.easytransfer.be.

If the beneficiary has already enabled Easy transfer, they will receive no further text notifications. But if you have sent them a payment, you can still generate a notification message yourself.

Which account numbers can I link to my mobile device number?

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You can only link a number for a Hello Current account of which you are the sole or joint account holder.

What happens if the beneficiary of an Easy transfer doesn't register?

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If the beneficiary has not registered after 5 days, the payment order is automatically cancelled.
As long as the beneficiary is not registered, the principal can always cancel his transfer in the app Hello bank!.

Can I cancel an Easy transfer?

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Until the transfer is mad, the principal can still cancel their Easy transfer.

How secure is the app Hello bank!?

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The bank takes every possible measure to ensure optimum security of the app Hello bank!.
We make sure that the connection between your device and the app Hello bank! is secure. We avoid transactions involving large amounts by restricting the total for transfers to EUR 2,500 per week. In addition, only those devices that you have registered beforehand are authorised to log in to the app Hello bank!. For more details, please contact the Hello Team.
You can also contribute to guaranteeing this security by following a few instructions:

What should I do if I lose my smartphone or tablet?

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What should I do if I lose my smartphone or tablet?

You can lock your app contract agreement immediately via the Hello Team.

Call the Hello Team if you can no longer log in with your password and device recognition. You will have to tell them your user number or your customer number, and the number of your mobile device (which you selected when you configured your device). You can contact the Hello Team on 02 433 41 45, from Monday to Friday (7 am to 10 pm) and on Saturday (9 am to 5 pm).

How much does the app Hello bank! cost?

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The app Hello bank! is included in the free Hello bank! offer. Access is free of charge, whichever method you use: a card reader, a password with a text code or a password with device recognition. If you use the app Hello bank! via a WiFi connection or via your mobile operator's network, the operator may make an additional charge. Ask your operator to tell you about charges for ‘mobile data' connections, particularly abroad.