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

What can I use the My bpost app for and how do I pay?

The My bpost app is free to install. You can pay for the following bpost products and services in the app:

  • A shipping label for a parcel. You create the shipping label in the app and pay for it at the checkout.
  • Import charges for mail shipped from outside the European Union. You may have to pay import charges when you receive a parcel shipped from outside the European Union. You will be notified of this in the app. 

You can pay for a shipping label or settle import charges in one of the following ways:

  • With Payconiq by Bancontact or your banking app with Payconiq by Bancontact functionality or using your card reader.
  • Mastercard, Visa, Maestro
  • PayPal
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