- Online You can usually find an answer to your question via our frequently asked questions. In some cases, we will ask you to fill in an online form. This way we can serve you faster and have all the necessary information at our disposal at the same time. You can also file a complaint online via our complaint forms. For some services (i.e. bpaid, Service de Déménagement, Track & Trace) we can be reached by chat.
- By phone at 02 278 51 26
- In a Post Office, Post Point or Parcel PointYou’re always welcome in one of our offices. Use our online tool to find one in your neighborhood.
- By postYou can also reach us by post at the address below. The letter doesn’t have to be stamped. bpost Box 5000 1000 Brussels
Frequently asked questions
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There are several ways to get an answer to your questions or to get in touch with bpost.
Customer Care Centre
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If you see the cancelled purchase in “Pending transaction” on the My bpaid portal, it means that the merchant has put a hold on the amount. That gives the merchant peace of mind that it can claim some of the costs in the event of cancellation. Examples are when you book a hotel room or hire a car. The hold is automatically lifted within 30 days. The amount becomes available again as soon as the hold is lifted.You can ask for the hold to be lifted if this is not done within 30 days. To do so, follow the steps below.
- Ask the merchant to send you the following:
- An authorization code (comprising five or six digits or letters) showing that funds have been transferred from an account)
- Confirmation (in an email, for example) that the merchant agrees to release the hold.
- Once you have received the authorization code and confirmation, fill out our online form (you cannot do this without the authorization code, the confirmation and your card number). You can find this form in the bpaid app and on the My bpaid website.
Release reserved amount
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You cannot transfer funds from your bpaid card to your bank account.If you wish to cancel your bpaid card and claim the unused funds on the card, visit a Post Office. You will have to present your ID card and your bpaid card. The unused funds on the card will be transferred to your account along with a proportional part of the annual administration costs.
How does it work?
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You pay with VISA, MasterCard, Bancontact, bpaid or PayPal. You can pay for your order when you send the postcard(s). Or you buy credits in advance. With credits you pay less per card, the whole process is quicker, and you can send several postcards at the same time with the app. If you received a promotional code, you enter it after adding the address of the addressee.
Payment
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It's easy to pay for your postcard, video card or credits with VISA, MasterCard, or Bancontact (an app or the card reader), bpaid or PayPal. You can pay for your order at the time you send your postcards. You may prefer to purchase credits in advance. With credits, you pay less per card, sending goes more quickly and you can send multiple postcards at the same time via the app.
Payment
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Reloading your card usually takes three business days, or five in exceptional circumstances. There are two reasons why you may not see your funds on your card after five business days:
- You did not enter the 12-digit ID code on the back of your card (100/xxxx/xxxxx) in the structured reference field.
- You have reached your reload limit (minimum €10; maximum €2,500 per reload and €8,000 per year)
Adding money failed
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See the steps for activating Mastercard Identity Check on your bpaid card in the bpaid app. Or check out the instructional video below the answer.1.Log in to your bpaid account in the app.If your card is not secure, the app will ask you whether you wish to activate your card for online payments.2.You can also do this yourself in “Manage card” > “Activate online payments”.3.If you have already linked a mobile phone number to your card, you can continue. If not, follow the instructions for registering a mobile phone number at a Post Office.4.You will receive an activation code by text message on that number.Enter this six-digit code when requested in the app.5.The next step is setting your Mastercard Identity Check mPIN. This is a six-digit code you use for online transactions protected with Mastercard Identity Check. Depending on your smartphone, you can also use Face ID of fingerprint recognition.6.In the event of an online transaction you will be asked to authorize your payment in the bpaid app by means of your mPIN, Face ID or fingerprint recognition.7.After confirmation the “Activate online payments” option will no longer be visible in the “Manage card” menu.Instructional video.custom_block{display:grid;grid-template-columns:1fr 1fr 1fr; grid-gap:3rem;margin-top:3rem;margin-bottom:3rem;} .custom_block h4{color:#83BBD2;margin-top:3rem;} .custom_shadow{box-shadow:0px 4px 12px rgba(0,0,0,0.5);border-radius:8px;margin-top:1.5rem;padding:1.5rem;} .custom_shadow img{width:100% !important;} .custom_video{text-align:center;}
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Secure online purchases
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Download My bpost app
