- 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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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.
Use a bpaid card
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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)
Add money, Adding money failed
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The following bpost tools and applications are accessible with the same email address and password:
bpost account
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If you would like to keep one bpost account that allows you to sign in to every tool and app that has the renewed bpost account, follow these steps:Step 1: Choose your email addressDecide which email address you want to use from now on as a bpost account to sign in to the different tools and apps.Step 2: Use this email address for all your tools and appsYou do not need to take any action for the account(s) with which you already use this email address. If you want to use your chosen email address (see step 1) to sign in to other tools (e.g. the online shipping tool, My bpaid app, My bpost app, MyPreferences or Mobile Postcard), follow the steps below:
- I have an online shipping tool accountUse the data from your chosen bpost account (see step 1) to sign in to the online shipping tool via parcel.bpost.be.Please note: in this case, your shipping history, personal address file, order history, etc. do not move to this bpost account.
- I have a bpaid account To sign in to your bpaid account with the details from your bpost account (see step 1), there are two options:
- Change your email address in the My bpaid app. Go to ‘My account’ and select ‘Email address and password’. You can change your email address there. Your bpaid profile will then be linked to your bpost account automatically.
- Phone the bpaid customer service and request that your email address is changed. Your bpaid profile will then be linked to your bpost account automatically.
- I have a My bpost accountGo to the My bpost app and sign in with your bpost account details.Please note: in this case, your history, data, etc. do not move to this bpost account.
- I have a MyPreferences accountGo to MyPreferences or the My bpost app and click on 'I already have a bpost account' then sign in with the details from your bpost account (see step 1). Please note: in this case, you have to reset your delivery preferences.
- I have a Mobile Postcard accountUse the data from your chosen bpost account (see step 1) to sign in to the Mobile Postcard app. Please note: Your purchased credits are not automatically transferred. Find out how to transfer credits.
- I have a Verhuisdienst accountYou cannot transfer your Verhuisdienst contract to another account. As long as your contract is active, it is best to keep a second bpost account. You can conclude new contracts by signing in with the details of your chosen bpost account (step 1).
bpost account
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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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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
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More and more online stores and e-commerce websites use Mastercard Identity Check online shopping security technology. You can recognize it by this logo:
As well as the regular details you need to provide when shopping online, you will also need to choose an additional authentication method:By text message and password. You created a password when you activated your card security. Here you receive an authentication code by text message. You must enter this code along with your password.In the bpaid app. If your bpaid card is protected with an mPIN, you will receive a notification on your smartphone. Tap to open the bpaid app, then enter your mPIN (or use Face ID or fingerprint recognition) to authorize the payment.
Return to the merchant’s site to confirm and complete the transaction.
Is your card not yet protected by Mastercard Identity Check?
3D-Secure, Security, Use a bpaid card
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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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