Question 1

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 2

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 3

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 4

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 5

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 6

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 7

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 8

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 9

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 10

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 11

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 12

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 13

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 14

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 15

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 16

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 17

I lost credits due to an error in the app. What should I do?

Accepted Answer

Check whether you are logged in under Menu &gt; My account. If it says 'Log in' then you are not logged in. You will not be able to see your credits. Your credits are linked to your email address. Check you're logged in with the correct email address.

Question 18

Will my money be refunded if the quality of my postcard is not good?

Accepted Answer

Do I get my money back for a poor quality postcard? You are responsible for the quality of the photos and the layout of your postcard or video card.Choose photos that are at least 1831 x 1276 pixels.Check the print preview of your postcard carefully.If something goes wrong with the printing of your postcard, contact customer service via the online form at the bottom of this page. Make sure you have a photo of the printed card handy.

Question 19

I lost my smartphone. What happens with my credits?

Accepted Answer

Luckily, your credits are linked to your account. You can simply install the Mobile Postcard app on your new smartphone and log in with your chosen email address and password. You'll find your available credits under the 'Credits' menu at the bottom of the app screen.Your designs, sent cards and addresses are saved on your smartphone. You'll unfortunately not be able to find these on your new device.

Question 20

How do I know if my Mobile Postcard has arrived?

Accepted Answer

You know when your postcard has been sent when you receive a confirmation email. In the app, under 'Follow-up' it will also say 'Sent'. It should arrive the next workday for 'Priority' mail to a Belgian destination, and within three days for 'Non-priority' mail to a Belgian destination. Of course, you can ask the addressee whether your card has arrived.

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20 questions for the keyword « Something has gone wrong »

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20 questions
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