Question 1

I only receive part of my mail or none at all. What can I do?

Accepted Answer

The mail delivery may be disrupted due to exceptional circumstances (a strike, illness or extreme weather conditions). In that case, we do all that we can to deliver your mail correctly and as quickly as possible.Do you have a contract with our Moving Department and you don't receive mail at your new address?&nbsp;Perhaps something has gone wrong with forwarding&nbsp;your mail or your contract with the Moving department has expired. Check this in the frequently asked questions about the Moving department.If there is another reason, your can report your incorrect postal delivery online, preferably via our online form.&nbsp;We will ask for your contact details so that we can inform the right employee and can deliver your mail correctly in the future.

Question 2

My mail is being delivered, but not in my letterbox. What can I do?

Accepted Answer

We are sorry that our postman did not place your mail in your letterbox. The best way to report this is via the online form at the bottom of this page.&nbsp;We will ask for your contact details so that we can talk to the right postman about this.

Question 3

I received a letter from two months ago. How is that possible?

Accepted Answer

Such a delay is exceptional. We apologize for the inconvenience. Please call customer service if you wish to make a complaint.

Question 4

How much does it cost to send a postcard from outside Belgium?

Accepted Answer

All cards made in the Mobile Postcard app are printed and sent from Belgium. Cards for a destination in Belgium are sent at domestic rates. For cards that are destined for other countries, you pay international rates. Take a look at all our rates under the menu option 'Cards and envelopes'.

Question 5

How can I contact Mobile Postcard?

Accepted Answer

For problems with the delivery of your card, it's best to contact customer service using the online form at the bottom of this page. For a technical question, you're best calling us by telephone with the following information at hand:The brand of your device: e.g. Samsung, Apple, Huawei, etc.The device type or model: e.g. Galaxy 5, iPhone 11, Huawei P30 Lite, etc.Operating system: e.g. Android 8, iOS 12, etc.The app version. You'll find this in the app under 'Menu'.

Question 6

Why can my letter or card be returned?

Accepted Answer

The most common reasons for returning a letter are:The letter does not have a stamp.The letter does not have enough stamps.The letter contains an incorrect address.The reason why your card or letter was retuned is written on the red sticker.

Question 7

My Mobile Postcard was not delivered. Where is my postcard?

Accepted Answer

If you entered a return address, the card will be sent back to you. If you didn't enter a return address and there was an error in the destination address or the destination address was incomplete, we will not be able to deliver your postcard. It will be destroyed.Tips for sending your postcard with Mobile Postcard:Follow the app suggestions if it reports that the address is incorrect. Enter your return address. If something does go wrong, the card will be sent back to you. What if you've entered a valid address, given your return address and your postcard has still not been delivered or returned? Let us know via the online form at the bottom of this page.

Question 8

What happens to my letter if I write the address incorrectly or the addressee has moved?

Accepted Answer

If you wrote your address on the back of the envelope, the undelivered letter will be sent back to you.

Question 9

I received a letter that was already opened. How is that possible?

Accepted Answer

In principle, bpost does not open letters. There are a number of reasons why we do open letters (read the General Terms and Conditions):We cannot deliver the letter to the addressee and there is no return address on the envelope. We open the letter to identify the sender. That enables us to return the letter.Our sorting machines damage the envelope. That happens occasionally to thick letters. In that case, the sender should choose a reinforced envelope or a parcel.If the sender wants to send an important letter, we advise him/her to use Registered Mail. The addressee must sign for receipt. The sender can also choose a proof of receipt via text message or email. The sender can also insure the contents of the letter. Note: sending money is forbidden.If you still think that your letter was wrongfully damaged, you can report this via the online form at the bottom of this page. Please note: only the sender can receive compensation for damaged mail. Read the General Terms and Conditions.

Question 10

I got my letter back because the address was incorrect. How do I know if I am using the correct address?

Accepted Answer

To be sure of the correct address, you can validate it online on the bpost website. You check if the address is known at bpost and if the person still lives there. If your addressee has moved, you will have to ask him/her for the new address. Note: if you got your letter back because the address was incorrect, use a new envelope and new stamps.

Question 11

I didn't put enough stamps on my letter and got it back. Can I send it again with extra stamps?

Accepted Answer

You can no longer use the envelope and stamps if you got the letter back. You will have to send your letter in a new envelope with new stamps.

Question 12

My letter is damaged. What happened?

Accepted Answer

It's possible that our sorting machines damaged the envelope. That happens occasionally to thick letters or letters with a special size. In that case, the sender should choose a reinforced envelope or a parcel.If the sender wants to send an important letter, we advise him/her to use registered mail. The addressee must sign for receipt. The sender can also choose a proof of receipt via text message or email. The sender can also insure the contents of the letter. Note: sending money is forbidden.If you still think that your letter was wrongly damaged, you can report this via the online form at the bottom of this page. Please note: only the sender can receive compensation for damaged mail.&nbsp;Read the General Terms and Conditions.

Question 13

How do I know if my postcard was sent?

Accepted Answer

&nbsp;When your personalised postcard is sent, you will receive a confirmation email. You'll be able to find updates by looking under Follow-up &gt; Sent.Please note: the confirmation e-mail will be sent to the address that you used to log into the app. You didn't receive an e-mail? Look under Menu &gt; My account to see which e-mail address you used to log in.Tip for sending your Mobile Postcard: enter a return address under Menu &gt; My account &gt; Return address.

Question 14

Will I receive compensation if my priority mail is not delivered the next workday?

Accepted Answer

Unfortunately, we cannot reimburse you for this. This is because your letter does not have a bar code and therefore we cannot trace it. We cannot trace when your letter has arrived at our sorting centre. This is however possible if you send your letter by registered post.Would you like to make a complaint because your prior mail has not been delivered on time? Please contact our customer service via the online form at the bottom of this page.

Question 15

What is the difference between Mobile Postcard and MyCard?

Accepted Answer

Mobile Postcard and MyCard are two separate services from bpost. They both allow you to make your own postcards online. However, Mobile Postcard is run via an app on your smartphone or tablet. MyCard is only available via a computer. You need a separate account for each service.

Question 16

Where can I file a complaint if there is something wrong with my postcard?

Accepted Answer

You are responsible for the quality of the photos, the layout of your postcard, and the correct address:For your photo or video postcard, choose photos of at least 1831 x 1276 pixels.Check the print preview of your postcard carefully. [Follow the app's suggestions if an error message appears on the address.For complaints about the quality of your postcard or non-delivery, contact the Customer Care Centre. They will investigate what went wrong. If there was an error in the printing process, the Customer Care Centre will ask you to send a photo of the postcard via e-mail. This will help us find the cause of the error so it can be avoided in the future.

Question 17

Are the postcards created with Mobile Postcard sent as priority or non-priority mail?

Accepted Answer

This is for you to choose. Send your postcard to us before 3 p.m. on a workday, then:if it is to be delivered to an address in Belgium and you choose 'Priority' mail, it will arrive on the first workday after being made;it will arrive within three workdays after being made if you choose 'Non-priority' mail.If you are sending your card to a country other than Belgium, it will be made the same day and sent. However, the delivery of your card is in the hands of the postal service of the destination country.

Question 18

Do I need credits to send a postcard with Mobile Postcard?

Accepted Answer

You do not need credits to send a postcard. You're also able to pay per order (for one or more postcards).However, purchasing credits in advance does have its advantages:You save time because you don't have to pay on a postcard by postcard basis.You save money because your postcards cost less with credits.

Question 19

How do I download the Mobile Postcard app?

Accepted Answer

On your smartphone or tablet, go to Google Play or the App Store and type ‘bpost Mobile Postcard’ in the search bar. Download the app for free and use it to make real postcards with photos and videos on your smartphone or tablet. Below this answer, you'll also find links to download the app for Android or iOS. For the app to work properly, your smartphone or tablet is best meeting the following system requirements:Download the app:For Android devices: Android 4.4For Apple devices: iOS 12.4Please make sure that you also have an adequate internet connection (via Wi-Fi or 4G).

Question 20

My Mobile Postcard was delivered with a delay. What can I do?

Accepted Answer

Did you send your postcard via the app before 3 p.m.? Because we then print and send your card the same day.If you sent the card to an address in Belgium as 'Priority' mail, it should be delivered the first day after it has been made.If the card is sent as 'Non-priority', it should be delivered within three working days.If you sent the card to an address in a country other than Beglium, the delivery will be the responsibility of the postal service in that country.Was the arrival of your card delayed? Let us know via the online form at the bottom of this page.

Question 21

Can I arrange for my postcard to only be sent a week from now?

Accepted Answer

You can choose the date your postcard will be sent, but not the date it will be delivered. This means you're able to plan the sending of your cards in advance. We print your cards on the planned date and send them the same day.If you send your card to an address in Belgium by 'Priority' mail, it will be delivered the first workday after being made.If you send your card to an address in Belgium by 'Non-priority' mail, it will be delivered in Belgium within three workdays.If you send a card to an address in a country other than Belgium, the delivery is in the hands of the postal service of that country.

Question 22

How much does it cost to send a photo card or video card to an address outside Belgium?

Accepted Answer

Check the Mobile Postcard website for current prices. You pay for your postcard upon shipment, or you purchase credits in advance – your postcard is always cheaper with credits.Prices to send a photo or video postcard to an address outside Belgium:photo card to an address outside Belgium: 1.5 credits.video postcard to an address outside Belgium: 2 credits.

Question 23

What should I do if the Mobile Postcard app freezes or is slow?

Accepted Answer

Download the latest version: we update the app regularly. Make sure that you are using the latest version. Check if there is an update in the App Store or Google Play.Restart the app: if a new version is not available, close the app completely, then reopen it.Reinstall the app: if the app still has problems, delete the app from your smartphone or tablet, then reinstall it once again. Please note: your designs and addresses will be lost if you delete the app.Contact the Customer Care Centre: if the problem isn't solved with all these steps, be sure to contact the customer service. We will work as quickly as we can to solve the technical problem.Have the following information handy when you phone customer service: the brand of your smartphone or tablet, the device type or model, the type of device, version of the operating system on your device, and&nbsp;the version of the app. You can find the version&nbsp;in the app under Menu &gt; Version of the app.

Question 24

I forgot my Mobile Postcard password. What should I do?

Accepted Answer

In the app menu, click on the ‘Log in’ button then on ‘Forgot your password?’ and enter your email address. You will receive an email with a link to set a new password. You'll soon be back up and running.

Question 25

How do I make a postcard using Mobile Postcard?

Accepted Answer

Make a postcard via the Mobile Postcard app on your smartphone or tablet by following these simple steps:Step 1: Download the app from the App Store or Google Play.Step 2: You can buy credits as a result of which you're able to send your postcards at a discounted rate. If you would prefer to pay for them one at a time, you can immediately start making your card.Step 3: Click on ‘Send a postcard’.Step 4: Choose the layout of your postcard and select one or more photos from your smartphone or tablet, or make a photo in the app. You can also add a video at this step.Step 5: Add any stickers or a theme to your personalised postcard - there is a suitable layout for every season.Step 6: Add a personal message and type in the address.Step 7: Choose your sending method: 'Priority' or 'Non-priority' for Belgium.Step 8: Pay and send your postcard.Send your card before 3 p.m. to have it printed and sent on the same day.

Question 26

How many credits do I need to send a Mobile Postcard?

Accepted Answer

This depends on the type of postcard and the destination:'Non-priority' postcard to Belgium: 1 credit'Priority' postcard to Belgium: 1.25 creditsPostcard to a country other than Belgium: 1.5 credits'Non-priority' video card to Belgium: 1.25 credits • 'Priority' video card to Belgium: 1.5 creditsVideo card to a country other than Belgium: 1.75 creditsSee all our rates under the menu option 'Cards and evelopes'.

Question 27

Does the Mobile Postcard app work on computers, tablets and smartphones?

Accepted Answer

Mobile Postcard is an app from bpost that is designed to work on your smartphone and tablet. It allows you to add a theme, stickers and a message to photos. bpost then transforms this into a real postcard. We send it to the addresses you choose, whether they're in Belgium (within three workdays) or abroad. It's a great way for you to surprise family and friends. And they're excellent as birthday cards or other greeting cards.Download the app:&nbsp;For Android devicesFor iPhone or iPadWhat if you're on a computer? We have a different program for you to use. It's called MyCard. It allows you to do everything you're able to do with the Mobile Postcard app - it's just designed for use on a computer. Download it and make your postcard today!Download MyCard for computer.

Question 28

How long are my credits valid?

Accepted Answer

Your credits for making postcards remain valid for three years after the last time you send a postcard or buy credits using the Mobile Postcard app.

Question 29

How soon will my personalised postcard be delivered?

Accepted Answer

This depends on the sending options you've chosen for your Mobile Postcard. In any case, your postcard will be printed and sent the same day if you make your order in the app by 3 p.m.If you send your postcard as 'Priority' mail, it will reach its destination address in Belgium the next workday.If you send your postcard as 'Non-priority mail', it will be delivered within three workdays.For destinations outside Belgium, we treat your postcard as 'Priority' mail while it's in Belgium. But after that, your postcard is in the hands of the postal service of the destination country.

Question 30

Can I change the language of the app?

Accepted Answer

The Mobile Postcard app exists in Dutch, French and English. The app adjusts to the language your device is set to use. You can change this in the 'Settings' of your smartphone or tablet.

Question 31

Can I send the same postcard to several people with Mobile Postcard?

Accepted Answer

You can send the same postcard to several people. There are two ways to do this:Add several addresses to your postcard. This is particularly handy if you're sending Christmas cards or holiday postcards. You send the same postcard to several people in one click.You send a card you've previously sent, but you address it to someone else. Tap on a card, choose 'Resend', edit the card as desired and of course, fill in the new address.

Question 32

I received a promotional code for a Mobile Postcard. Where do I enter the code?

Accepted Answer

You enter the promotional code after creating the postcard, when you are ready to send it – after adding the address of the addressee. Note: you can only use a promotional code and send a card with a Mobile Postcard account.

Question 33

I'm sure my password is correct, but the Mobile Postcard app keeps giving me an error message. What should I do?

Accepted Answer

Check for typing errors in your password and email address.Try different combinations. Perhaps you made a new account with a different email address in the past. Maybe you used the email address of your partner, parents or children.What if there are no typing errors and you have the correct email address? Request a new password in the app under Menu > Log in > Forgot your password. You will receive an email with a link to set a new password.You still can't log in? Call customer service.

Question 34

What is a video postcard?

Accepted Answer

The bpost video postcard is a real postcard with a unique video message. The postcard includes a self-selected photo (or multiple photos) and a QR code that links to your selected video. Your addressee receives the card in their letterbox, and can view the video by scanning the QR code with their smartphone via:the Mobile Postcard app on their smartphone or tabletan app with a code scannerthe camera on a recent smartphoneThe video can be up to one minute long and remains available for one year. Your video postcard is printed as a postcard and delivered to the letterbox at the address you give us.

Question 35

Do I have to enter my bank account details in advance to make a postcard?

Accepted Answer

You do not have to enter your bank account details when you make a postcard with the Mobile Postcard app. We only need those details when you send your personalised postcard or buy credits.

Question 36

Can I get an invoice for my company?

Accepted Answer

An invoice is not possible for postcards you make in the Mobile Postcard app. But you can get an invoice if you purchase promotional codes to give as gifts to your clients. Discover more options for your company on the bpost Mobile Postcard website.

Question 37

Which banking apps does the Mobile Postcard app support?

Accepted Answer

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.

Question 38

Can I ask questions about Mobile Postcard in a Post Office?

Accepted Answer

Unable to find the answer to your question? Or do you have a complaint about the quality or delivery of your postcard? You're best contacting us using the online form at the bottom of this page. As Mobile Postcard is an online service, it's not really one of the areas of expertise of the people who work in the Post Office.

Question 39

Do I need to set a password for the app?

Accepted Answer

If you want to send a postcard or buy credits, you need an account with a password. It's very easy to set this up in the app. The benefits of an account:You can buy multiple credits and receive a discount.You can save the design of your postcards.You can access your credits on both your smartphone and your tablet.Your addresses are saved. There's no need type them in again and again.You have an overview of all the cards you've sent.

Question 40

Can I follow my postcard online with Track & Trace?

Accepted Answer

No, you can't follow your Mobile Postcard via Track & Trace. Your cards are treated as regular letters or cards.

Question 41

Can I change my postcard right after sending it?

Accepted Answer

You can change your postcard only until you press 'Send'. But the moment you press 'Send', your postcard is gone and you'll no longer be able to change it. You can reuse the same card and send it again, to the same person or someone else. You can do this up to two weeks after you send the postcard the first time. You're able to access a copy of the card and edit it in the app. You'll have to pay for this subsequent sending.

Question 42

Can I sign in to Mobile Postcard with the same data as for MyCard?

Accepted Answer

You need separate accounts for Mobile Postcard and MyCard. This is because despite the similarities, Mobile Postcard and MyCard are still two separate bpost services for creating online cards. Mobile Postcard, already linked to the bpost account, works with an app on your smartphone or your tablet. You use MyCard on your computer. Set up your account for each one today!

Question 43

Will bpost refund my Mobile Postcard if it did not arrive?

Accepted Answer

Are you sure your Mobile Postcard didn't arrive and that you filled in a correct address? Use the online form at the bottom of the page to contact our customer service.

Question 44

I paid but I don't see my credits in the app. What should I do?

Accepted Answer

When you buy credits for postcards, they should appear in your app immediately. If you don't see them, close the Mobile Postcard app, then reopen it. If you still don't see your new credits, log out then log back in. Check whether the payment was successful. And check that you are logged in with the same email address as you used to buy the credits. If you check everything and still don't see the credits in the app, contact customer service.

Question 45

I want to send my Mobile Postcard from outside Belgium. Is that possible?

Accepted Answer

You can send your Mobile Postcard from and to any destination in the world.

Question 46

How do I delete saved addresses in the Mobile Postcard app?

Accepted Answer

Swipe from right to left on the address.

Question 47

Can I transfer credits from one account to another?

Accepted Answer

Yes, that's possible. You'll need to have access to both accounts to do it.Log in to the account to which you want to transfer the credits. Go to 'Menu' and then 'My account'.Select ‘Transfer my credits' and enter the email address for the account from which you want to transfer the credits.You'll receive an email requesting your confirmation. This will be sent to the email address for the account from which you want to transfer the credits.Confirm this and the credits will be transferred within two days.

Question 48

I am not able to pay for my postcard. What do I do now?

Accepted Answer

Payment problems are usually related to:Your internet connection: check whether your internet connection is strong enough. Try again when when you have a better Wi-Fi signal or a reliable 3G or 4G signal.The operating system of your device: the Mobile Postcard app works best on the two latest versions of iOS and Android.

Question 49

Can I send my Mobile Postcard again, for example if the postcard did not arrive?

Accepted Answer

You can send the same photo or video card again. It will remain available in the app for up to two weeks after you send the card for the first time. In the app, go to 'Follow-up' and choose 'Resend'. You have to pay for this.Let us know if you're sure that the card did not arrive and that you entered a correct address. Use the online form at the bottom of this page.Tips for sending your postcard via Mobile Postcard:If it says the destination address you have entered is incorrect, follow the suggestions the app gives you.Fill in a return address. If something goes wrong, the card will be returned to you.

Question 50

How many postcards do I need to buy to qualify for a discount?

Accepted Answer

The price per postcard drops if you buy at least five credits in advance. Check all our prices under 'Cards and envelopes'.

Question 51

Can I place text on the photos of my postcard?

Accepted Answer

You're more than welcome to add text to your postcard or video card. After you've chosen your photo or photos, a little decoration in the form of a theme, stickers and/or text is a great way to add a personal touch.

Question 52

Can I upload an address list so that I don't have to input the addresses manually?

Accepted Answer

You don't have to input all addresses manually. You can also import them from the address book on your smartphone or tablet. It is not currently possible to import an Excel file.

Question 53

Can I receive and send a Mobile Postcard anywhere in the world?

Accepted Answer

You can make and send a home-made postcard from anywhere in the world. And you can send it to family and friends all over the world. All you need is the Mobile Postcard app on your smartphone or tablet, and Wi-Fi or mobile internet to send your card. The price of your postcard includes the printing, postage and delivery.

Question 54

Can my Mobile Postcard by blocked by bpost?

Accepted Answer

If your postcard or video card contains shocking, unethical or illegal images or messages, bpost can block your card and pass your file to the appropriate authorities.

Question 55

How do I create an account for the Mobile Postcard app?

Accepted Answer

Use your existing bpost account or if you don't have one yet, simply create one by completing the following steps:Download the Mobile Postcard app via the App Store or Google Play.Open the app and select ‘Menu’ in the bottom right corner.Select ‘Log in’ and then ‘New account’.Fill in the requested details.Your email address is used as your login account. You'll receive an email to confirm your registration.

Question 56

My Mobile Postcard was damaged upon delivery. What can I do?

Accepted Answer

We apologize that your card has been damaged. You can report this to our customer service, preferably via the online form at the bottom of this page.

Question 57

bpost video postcard: how does the addressee watch my video?

Accepted Answer

The addressee watches your video when they scan the QR code on your postcard using the Mobile Postcard app or the camera on a (recent) smartphone, or by using a separately downloaded QR app.

Question 58

I have a Mobile Postcard account but can't log in. What now?

Accepted Answer

First check whether you have entered the correct email address and password for your account.Forgotten your password?If you have forgotten your password, you can request a new one by clicking on the link 'Forgotten your password?' on the login screen. You'll then receive an email at the email address the account is registered with. The email will include a link that allows you to set your password again. If you don't receive an email, you've most likely used a different email address to log in to the app. In that case, you'll need to make a new account. If you're still unable to log in, please contact customer service.A while since you've used your account?If you haven't used your account in the last three years, it will automatically be put on hold. You can once again create an account with the same email address, or a different one if you would prefer. If you still have credit on your old account, contact customer service to have it transferred.

Question 59

I entered an incorrect address. Will I lose a credit?

Accepted Answer

This depends. Did you hit the send button? If so, you will have lost a credit or credits.If you enter a Belgian address, the app will check whether bpost is familiar with the address. And if it suspects you've made an error in the address, a message and a suggestion will appear. We recommend following these suggestions.

Question 60

How can I pay for a postcard with Mobile Postcard?

Accepted Answer

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.

Question 61

Does the addressee need a QR scanner to watch the video?

Accepted Answer

The recipient of your video postcard does not need a QR scanner. They can also access the video with the Mobile Postcard app or the camera of a recent smartphone.

Question 62

How soon after payment do credits appear in the Mobile Postcard app?

Accepted Answer

Credits for personalised postcards appear in your app immediately after your payment. If you don't see them, close the Mobile Postcard app, then reopen it. If you still don't see your new credits, log out then log back in using the same address as you used when you bought the credits.

Question 63

Do I need an account to use the Mobile Postcard app?

Accepted Answer

You do not need an account to create a postcard with the Mobile Postcard app. You need an account, and must be logged in, if you want to send the card. If you buy credits, use credits, or pay for a postcard, you will receive a confirmation email.Advantages of a Mobile Postcard account:You can make and save your postcard to send later.You can access your credits on your smartphone and your tablet.Your addresses are saved in the app. You don't have to retype them each time.You get an overview of all the cards you have sent.

Question 64

How much does a video postcard with Mobile Postcard cost?

Accepted Answer

The price of a video card depends on the following factors:The sending method for your video card: 'Priority' (delivered the next workday) or 'Non-priority' (delivered within three workdays).The destination of your video card: Belgium or abroad.The number of credits that you purchase in advance. (You can also make just one video card and pay for it.)By buying credits in advance, you pay less than you would if you pay for your cards one by one. Take a look at all our rates under 'Cards and envelopes'.

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