Question 1

I won’t be home. How do I set my delivery preferences?

Accepted Answer

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&nbsp;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 homea Pick-up point or Parcel Locker in your neighbourhooda safe place (e.g. carport, garden shed, under a lean-to, etc.)a neighbourbpost 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.

Question 2

Why was my parcel not delivered according to my preference?

Accepted Answer

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 MyPreferencesA 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 senderIt 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 preferenceDelivery 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 &amp; Trace to see if the delivery preferences apply to your parcel.The postman could not perform the delivery preferenceYour 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.&nbsp;If you think there is another reason, you can report it via our online form at the bottom of this page.

Question 3

My parcel was not delivered according to my delivery preferences. What should I do?

Accepted Answer

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 MyPreferencesA 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 senderIt 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 preferenceDelivery 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 &amp; Trace to see if the delivery preferences apply to your parcel.The postman could not perform the delivery preferenceYour 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.&nbsp;If you think there is another reason, you can report it via our online form at the bottom of this page.

Question 4

Why can't I choose a certain Pick-up point as my delivery preference?

Accepted Answer

For logistical reasons, you can only choose Pick-up points that are in the same distribution zone as the delivery address. That way our mail distribution is as efficient as possible.

Question 5

Until how long before delivery can I change my delivery preferences?

Accepted Answer

Depending on the delivery preference you set, the following applies:You can change a&nbsp;neighbour or safe place until 5 minutes before the delivery.You can change your Pick-up point or Parcel Locker until the evening (until midnight) before the delivery.You can easily change your delivery preferences via the My bpost app or via Track &amp; Trace, as long as the button 'Change delivery preferences' is available.

Question 6

I cannot find my parcel in my safe place. What do I do now?

Accepted Answer

Ask whether someone else (a neighbour or co-occupant) found your parcel in your safe place. Small parcels can also be delivered in your letterbox. If you still cannot find your parcel, contact the sender for a solution. Only the sender can submit a complaint regarding an untraceable parcel.If you chose a safe place under My Delivery Preferences and this was not respected, you can report this via the online form at the bottom of this page.Please note that in some cases we can't deliver&nbsp;to your safe place. Discover in which cases.

Question 7

Why didn't the postman pass by my home address first?

Accepted Answer

The postman only delivers your parcel directly to a Pick-Up Point if you set this under My Delivery Preferences. If you didn't set this preference, the postma will always pass by your home address first.

Question 8

Can my parcel be delivered to my neighbour or a safe place?

Accepted Answer

If you are not home and you didn't set your delivery preferences, the postman may deliver your parcel to a safe place or a neighbour. If that doesn't work, your parcel goes to a Pick-up point in your neighbourhood.If you prefer to have your parcel delivered to the same place every time, please configure your personal My Delivery Preferences.

Question 9

I downloaded the My bpost app, but the app doesn't work. What do I do now?

Accepted Answer

Make sure that you always use the latest version of the My bpost app. Update the My bpost app with the App Store or Google Play. If the My bpost still doesn't react, delete the app then reinstall it.If you experience problems registering, please contact our customer service. An employee will help you create your account.

Question 10

Which delivery preference can I choose if I am not home?

Accepted Answer

If you are not home, you can use MyPreferences or the My bpost app to choose to have your parcel delivered:In a safe placeThis is an accessible place around your home (e.g. carport, garden shed, under a lean-to). Make sure that the chosen place is safe, dry and easily accessible.Tip: Upload two photos of your safe place in MyPreferences or the My bpost app to give our postman a helping hand.To a neighbourYou can choose a neighbour in your street within a radius of 50 m from your home. It is best to ask your neighbour’s permission first so that they don’t refuse your parcels when we offer them there. You can also let the postman choose which neighbour the parcel will be delivered to. You will be informed by email and Track &amp; Trace where your parcel was delivered.In a Pick-up PointYou can select a Pick-up Point near you from the list provided. If delivery to a neighbour or safe place is not possible, you can also select a Pick-up Point as a second option.In a Parcel LockerYou can select a Parcel Locker near you from the list provided. If delivery to a neighbour or safe place is not possible, you can also select a Parcel Locker as a second option.

Question 11

Do my delivery preferences apply to all parcels or can I set them separately for each parcel?

Accepted Answer

Both options are possible. When you are not at home, your parcels are delivered by default according to the delivery preferences set in MyPreferences.You can also set or change your delivery preferences per parcel. bpost will send you a separate e-mail for each parcel. In this e-mail, you can set or change your delivery preferences for that specific parcel.Tip: You can also change your delivery preferences for all your parcels or for just one parcel in the My bpost app.

Question 12

What does delivery to a safe place mean?

Accepted Answer

Via MyPreferences you can list a safe place where your parcel can be delivered if you are not home. This is a place round your house.Tips:Make sure that the chosen place is safe, dry and easily accessible.Upload 2 photos via MyPreferences to help our postmen.Your safe place can be the garden shed or a spot under a lean-to.Please note that in some cases we can't deliver&nbsp;to your safe place. Discover in which cases.

Question 13

Which parcels can I follow with the My bpost app and how do I add them?

Accepted Answer

You can follow all your parcels with the My bpost app. Also those from other postal services. bpost parcels linked to your email addresses in the My bpost app are added automatically. It is easy to add other parcels in the app:Click on ‘add a shipment’ on the app start screenEnter the parcel's barcode number or scan the barcode with the app.Select the postal service from the list. If your postal service is not in the list, send us a message via the app. We will add it to the current list.Enter the postcode of the delivery address.

Question 14

Can I change the time of delivery?

Accepted Answer

The time of delivery of your parcel cannot be changed at present. You can choose a preference location for delivery of your parcel if you are not home. You can set this under My Delivery Preferences or with the My bpost app.

Question 15

What can I use the My bpost app for?

Accepted Answer

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 &amp; TraceYou 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 parcelsIn the delivery preferences you can choose where a parcel is left if you are not home up to five minutes before delivery:your preferred neighboura safe place in or around your homeyour preferred pick-up point or parcel lockerYou can also have your parcel delivered straight to a pick-up point or parcel locker.Set your delivery preferences for registered mailIn 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 labelYou 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 chargesWhen 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 LockersYou 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.

Question 16

The My bpost app doesn't recognise my parcel. What do I do now?

Accepted Answer

Sometimes we only receive the barcode from the sender at a later moment in time. As a result, you cannot follow your parcel. In that case, try again later.Double check that you entered the correct barcode and postcode. Be sure to select the correct postal service from the list. If you don't know the name of the postal service, select 'I don't know'. If you know the name of the postal service but it's not in our list, send us a message via the app. We will add it to the current list.

Question 17

I don't want my parcel to be delivered to a certain neighbour. How can I set this preference?

Accepted Answer

Via MyPreferences and the My bpost app you determine where your parcel can and cannot be delivered if you are not home. You can choose from three delivery preferences :- to a Pick-up point or Parcel Locker in your neighbourhood- in a safe place (e.g. under a carport or lean-to)- to&nbsp;a neighbourYou can choose which specific neighbour can accept your parcel if you are not home. If this neighbour also isn't home, your parcel will be delivered to a Pick-up point.

Question 18

Do my delivery preferences apply for all occupants at my house number?

Accepted Answer

That is not the case by default. With MyPreferences you can add all co-occupants linked to your address. There are 2 ways to do this:Set your delivery preferences onlinesign in to MyPreferencesgo to My Accountclick on 'edit' under 'My registered addresses and names'enter the names of your co-occupantsbpost will verify these detailsSet My Delivery Preferences with the My bpost appOpen the My bpost app and select the 'More' menu and choose 'My addresses and services'.Select the address for which you want to add a name.Click on 'Add a name' under 'My registered names'Enter the names of your co-occupantsbpost will verify these details

Question 19

Can I download the My bpost app on my tablet?

Accepted Answer

Unfortunately the My bpost app (still) isn't available for tablets. You can download the app on your smartphone via Google Play or the App Store.Download the app:For AndroidFor iPhone

Question 20

Why can't I list my work address as a delivery option under MyPreferences?

Accepted Answer

If the distance between your home and work address is too great, we cannot offer this option under MyPreferences. You can have your parcel delivered directly to your workplace. You do that by listing your work address (instead of your home address) in the webshop checkout.

Question 21

Why wasn't my parcel delivered to a neighbour?

Accepted Answer

There can be several reasons why your parcel was not delivered to a neighbour:The postman could not deliver your parcel to a neighbour because he&nbsp;was not at home or did not accept itYour parcel is a shipment with payment upon deliveryYour parcel is a registered mailYour chosen neighbour (under My Delivery Preferences) lives more than 50 m walking distance from your home.The parcel was ordered with an email address that (still) is not linked to your delivery preferences. That's why we were not able to apply your delivery preference. Take into account that the validation of a new account or new address via MyPreferences takes 10 days.If you do not think that the above mentioned reasons are the cause, you can report this via the online form at the bottom of this page.

Question 22

Can I change or delete my email address in the My bpost app?

Accepted Answer

Your My bpost app account must be linked to at least one email address. If you want to use a different email address, you can:Create a new account for the My bpost app. You do this by signing out of your current account via the 'More' menu and then selecting 'Sign out'. Then you can create a new account in the app using your new email address.If you no longer use your old email address, you can also simply add your new address to your current account. Select the 'More' menu, choose 'My email addresses' then enter the email address you wish to add. Parcels and shipments ordered with this email address will automatically be added to the My bpost app from now on.The email addresses you have added can easily be changed or deleted.

Question 23

I am expecting a 'payment upon delivery' parcel, can I pay for this in advance?

Accepted Answer

No, that is not possible at the moment. You can pay for your parcel as follows:with exact changewith the Payconiq by Bancontact app or your banking app that offers the Payconiq by Bancontact functionalitywith your debit or credit card (only possible in a Post Office, Post Point or Parcel Point)Parcels from outside the European Union with import costs can be paid in advance via the My bpost app as from 7 June&nbsp;2021. You will receive a notification for these parcels in your app.

Question 24

Can I also list friends or family members who live a bit further away as my neighbours?

Accepted Answer

You can only list neighbours who live close by (within a radius of 50 metres) via MyPreferences. Your parcel will be delivered to that address if you are not home.

Question 25

I am not able to register in the My bpost app. What should I do?

Accepted Answer

When creating your account, your e-mail address may produce an error message. This is because a previously created account using your email address was used to manage your delivery preferences. If this account is no longer active or has not been activated, you will not be able to use this email address (for the time being). In this case, please contact customer service. An employee will help you create your account.

Question 26

I’ve forgotten my email address for MyPreferences. What should I do?

Accepted Answer

If you have forgotten your email address for your delivery preferences, please create a new account. Privacy laws do not permit us to look up email addresses or share existing accounts. Our customer service&nbsp;will therefore not be able to help you find your email address.If several accounts have been set up at the same address, we always take into account the delivery preferences of the most recent account when delivering parcels.

Question 27

How can I pay in the My bpost app?

Accepted Answer

You can pay (e.g. your shipping label, import costs for shipments from outside the European Union) via the app with:the Payconiq by Bancontact app or your banking app that offers the Payconiq by Bancontact functionality, or with your card reader.Mastercard, Visa, MaestroPayPal

Question 28

How do I make and print a shipping label via the My bpost app?

Accepted Answer

Een verzendetiket aanmaken en laten afdrukken via de app doe je als volgt:Open the My bpost app and select 'Send' at the bottom of the screen.Choose whether you want to send a parcel to Belgium or abroad.Fill in the details of your parcel (weight, mailing option, recipient's details, etc.)Pay for your shipment using Bancontact (app or card), credit card or PayPalYou immediately receive the created shipping label via email.Download the shipping label and print it (if you can connect to a printer), or send it to someone who can print it for you. You can also have your label printed in a Post Office or Post Point (€0.75). This option must be ticked when you create your shipping label.Attach the shipping label to your parcel and hand it in at a Post Office, Parcel Point or Post Point. Or send it via a bpost Parcel Locker.

Question 29

How do I print a shipping label created in the My bpost app?

Accepted Answer

There are several ways to print a shipping label created in the My bpost app:You can print it from the app if your smartphone is connected to a printer.After creation in the app, you will receive an email containing the shipping label, which you can print using your computer. You can also send the email with the shipping label to someone who can print it for you.You can choose to have your shipping label printed in a Post Office or Post Point (€0.75). This option must be ticked when you create your shipping label (last step in the process). You will receive a unique barcode; show this at a Post Office or Post Point. An employee will print your shipping label and make sure your parcel is delivered.

Question 30

I see parcels in the My bpost app that are not intended for me. Why is this?

Accepted Answer

It is possible that a sender added an incorrect (and coincidentally your) email address to a shipment. Be sure to check that your email address is spelled correctly in the 'My email addresses' menu. (You will find 'My email addresses' in the 'More' menu at the bottom of the app).

Question 31

How can I link an additional email address to my My bpost app account?

Accepted Answer

You can link an additional email address to the My bpost app as follows:Open the My bpost app and select the 'More' menu at the bottom of the screen.Select 'My email addresses' and then 'Add email address'.Enter the email address you wish to add.Enter the verification code that was sent to this email address.Parcels and shipments ordered with this email address will automatically be added to the My bpost app from now on.

Question 32

Can I receive an invoice for a shipping label created in the My bpost app?

Accepted Answer

Yes, you can. In the shopping basket, you can select to receive a receipt/invoice. You will receive your invoice via email. If necessary, you can easily change the invoice address during this step.Please note that it is not possible to request an invoice after the shipping label has been created.

Question 33

Why is 'My Mail' no longer available in the My bpost app?

Accepted Answer

Until early 2023, a test audience could check in the My bpost app which letters, cards, or advertising flyers were on their way. After evaluation, it was decided not to continue this test project. As a result, My Mail is no longer available in the My bpost app.

Question 34

What happens with my personal data in the My bpost app?

Accepted Answer

We protect your personal data in accordance with international standards and guidelines. You can read about how bpost collects and processes your personal data in the special My bpost app privacy policy. It also sets out who we share your personal data with. We always ask for your consent first. At bpost we do not lease or sell your personal data to other companies without your express consent.

Question 35

How and where can I leave a review of the My bpost app?

Accepted Answer

This is how you share your experiences of the My bpost app with others:On Google PlayOpen Google Play on your Android device.Search for the My bpost app.Select the number of stars you want to give in ‘Rate this app’.Under the stars, tap ‘Write a review’.Follow the instructions on screen to write a review and add details.Tap ‘post’.On App StoreOpen App Store on your iOS device.Search for the My bpost app.Tap the stars to give a rating.Under the stars, tap ‘Write a review’.Tap ‘send’.

Question 36

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

Accepted Answer

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.&nbsp;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, MaestroPayPal

Question 37

How much space does the My bpost app take up?

Accepted Answer

You need to have at least 93.5MB of free space to install the My bpost app on an iPhone. On an Android smartphone you will need at least 75MB of free space.

Question 38

Why am I receiving a tracking request in the My bpost app?

Accepted Answer

You receive a tracking request when someone adds the barcode of your parcel in the My bpost app. You can easily accept or decline this request within the app. If you do not respond, the request will be automatically declined after 24 hours.If you receive a request from your own email address, add the address to your profile. Your bpost parcels linked to this address will then be automatically added in the My bpost app.

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