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for the key word « track and trace »
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 the version of the app. You can find the version in the app under Menu > Version of the app.
If your parcel gets lost or is damaged, then the compensation depends on the chosen option: Light parcels (up to 2 kg) without option 'declared value': no compensation Light parcels (up to 2 kg) with option 'declared value': you are compensated in accordance with the amount of the declared value. Parcels up to 30 kg: you receive compensation for the actual damage. That compensation is maximum 40 SDR per parcel. SDR stands for special drawing rights, a unit for international exchanges. 1 SDR = 1.2454 eur. Added to that amount are postage fees and 4.5 SDR per kg. If you would like to apply for a compensation, it is best to contact our customer service via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.
Which items cannot be sent with registered mail?
FAQResidential
You can discover which items cannot be sent with standard registered mail (e.g. weapons or illegal items) in our General Terms and Conditions. You can send money, securities and jewellery using registered mail with customised insurance. To General Terms and Conditions
Can I place text on the photos of my postcard?
FAQResidential
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.
How much does it cost to send a parcel?
FAQResidential
The price to send a parcel depends on the weight, size, destination and the shipping option (with a guarantee, delivered to a Pick-up Point, etc.). You can easily calculate the price of your parcel online using our price calculator. Enter the destination and weight and discover our prices instantly.
Why can I only activate Mail Ahead with itsme®?
FAQResidential
To ensure a smooth and secure launch of the Mail Ahead service (beta), we’ve chosen the well-known and trusted itsme® solution. We understand that some users, including you, may prefer alternative methods for verifying their identity and address. Therefore, we are actively exploring other technical options for this service.
Landing page for Pickup platform-EN
I am not able to pay for my postcard. What do I do now?
FAQResidential
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.
Our employees will gladly help you send your parcel abroad. In bpost Post Offices and Post Points you'll find a suitable box and filler material to protect your contents, and you can purchase the shipping label. Our employees will make sure that your parcel is not too big or too heavy.
I lost my smartphone. What happens with my credits?
FAQResidential
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.
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