Frequently asked questions
My bpost app
How does it work?
What can I use the My bpost app for?

What can I use the My bpost app for?

The My bpost app is your gateway to various bpost services. You can track parcels, set your delivery preferences, settle import charges and so much more…

  • See the status of parcels in Track & Trace

    You can track all your parcels in the app. That includes parcels delivered by other companies. Most bpost parcels are shown automatically in the app. You can add other parcels by scanning the barcode or manually entering the barcode number. You receive status updates to ensure you always know where your parcel is. You can choose which parcels you want to receive status updates for.

  • Set your delivery preferences for parcels

    In the delivery preferences you can choose where a parcel is left if you are not home up to five minutes before delivery:

    • your preferred neighbour
    • a safe place in or around your home
    • your preferred pick-up point

    You can also have your parcel delivered straight to a pick-up point or parcel locker.

  • Set your delivery preferences for registered mail

    In the app you can also set as your preference that registered mail is delivered to your letterbox without you having to sign for it. You receive an email as soon as a registered mail item is delivered to your letterbox. You need your ID card to activate this service in the app.

  • Create a shipping label

    You always need to affix a shipping label to parcels before dropping them off for shipment. You can create and pay for shipping labels in the app. You can then print the shipping label at home or at a post office or post point.

  • Settle import charges

    When receiving parcels from outside the EU you will generally have to pay import charges. You can settle these charges securely in the My bpost app.

  • Open screenless Parcel Lockers

    You can use our screenless Parcel Lockers to send, receive or return parcels. To open these Parcel Lockers you need to use the My bpost app.

I won’t be home. How do I set my delivery preferences?
If you are not home at the time of delivery, we can deliver your parcel to your chosen location. For that to work, you need to set your delivery preferences.
  • Go to MyPreferences or download the My bpost app.
  • Enter the details that you use when ordering a parcel.
  • Select your favourite delivery location if you are not home
    • a Pick-up point or Parcel Locker in your neighbourhood
    • a safe place (e.g. carport, garden shed, under a lean-to, etc.)
    • a neighbour
    bpost sends you a separate email for each parcel that you are expecting. You can modify your delivery preference each time for a specific parcel. (For example, you want to choose a different neighbour because your previously chosen neighbour is away on holiday.) Tip: You can follow all your parcels at a glance with the My bpost app and you can change where your bpost parcel will be delivered until 5 minutes before the delivery.
    Why was my parcel not delivered according to my preference?
    There are several reasons why your parcel was not delivered according to your preference.
    • Your profile is not yet complete. Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences. Tip: Check your profile in MyPreferences
      • A green “V” appears next to your address if your account is validated (10 days after creation).
      • Make sure your address is correct.
      • Add the names you use to order parcels.
      • Add all email addresses you use to order parcels.
    • No email address received from sender It is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account.
    • The type of parcel prevented us from delivering according to your delivery preference
      • Delivery to your safe place and your neighbour is not possible for:
        • Parcels with payment upon delivery (e.g. a number plate).
        • Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’.
        • Parcels sent under guarantee or with insurance cannot be delivered to a safe place.
      • Delivery to a Parcel Locker is not possible: If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point.
      • Your parcel fits in your letterbox: The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point. Tip: Check Track & Trace to see if the delivery preferences apply to your parcel.
    • The postman could not perform the delivery preference
      • Your safe place was not safe enough, not accessible and/or not dry enough.
      • The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it.
      • Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.
      Tip: have you noticed this happening on a regular basis? Then modify your delivery preferences. 
    If you think there is another reason, you can report it via our online form.
    My parcel was not delivered according to my delivery preferences. What should I do?
    There are several reasons why your parcel was not delivered according to your preference.
  • Your profile is not yet complete. Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences. Tip: Check your profile in MyPreferences
    • A green “V” appears next to your address if your account is validated (10 days after creation).
    • Make sure your address is correct.
    • Add the names you use to order parcels.
    • Add all email addresses you use to order parcels.
     
  • No email address received from sender It is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account.  
  • The type of parcel prevented us from delivering according to your delivery preference
    • Delivery to your safe place and your neighbour is not possible for:
      • Parcels with payment upon delivery (e.g. a number plate).
      • Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’.
      • Parcels sent under guarantee or with insurance cannot be delivered to a safe place.
    • Delivery to a Parcel Locker is not possible: If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point.
    • Your parcel fits in your letterbox: The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point.
    Tip: Check Track & Trace to see if the delivery preferences apply to your parcel.  
  • The postman could not perform the delivery preference
    • Your safe place was not safe enough, not accessible and/or not dry enough.
    • The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it.
    • Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.
    • Tip: have you noticed this happening on a regular basis? Then modify your delivery preferences.  If you think there is another reason, you can report it via our online form at the bottom of this page.
    If you didn't find an answer to your question?

     

    Please contact us.

    Call

    Monday - Friday :
    08.00 – 12.30
    13.00 – 18.00

    Saturday :
    09.00 – 13.00

    Zonal rate. Waiting time varies.

    Phone Customer Care Centre
    Phone Customer Care Centre
    tel:022785126