Faq Detail - Hello bank!

Is my money safe at Hello bank!?

Yes, no worries. Your deposits are guaranteed in accordance with Belgian law. The Protection Fund for Deposits and Financial Instruments protects the money that you save in a Belgian bank (check the information sheet on the protection of deposits, which is available here). Banks are legally obliged to subscribe to this Fund. In case that the bank goes bankrupt, the Fund will reimburse deposits up to €100.000 per person.
What is the effective interest rate?

Check the effective interest rates applicable in the list of rates.
Can I send money in euro to a foreign bank account?

Yes, using your IBAN bank account number (which you will find on the front of your debit card) and BIC code of the bank (which you can find on the back). Find more details on the applicable fees in the list of rates.
Can I spend money in foreign currency using my Hello current account?

No, the Hello current account is a Euro account. You cannot pay foreign currencies onto it.
Can I put in some cash on a Hello or Hello4You current account using the Cash Deposit of a BNP Paribas Fortis ATM?

All Hello bank! members can deposit money via a BNP Paribas Fortis ATM. However, this depends on the way you opened your current account. If this was done completely online, you first have to go to a BNP Paribas Fortis branch to complete your details so that you can make these deposits. This procedure is fast and a legal requirement in the fight against money laundering.
A tip: make an appointment in the branch where you want to deposit first, then it goes even faster.
Where can I find my account’s IBAN number?

On the front of your bankcard (it matches the format of your account number, starting with BE).
Where can I find my bank’s BIC code?

The 8-digit number is on the back of your debit card. Ours is GEBABEBB.
How can I close my bank account?

Contact the Hello team from Monday to Friday (from 7 to 22) and Saturday (9 to 17) on +32 (0)2 433 41 45. The team will take you through the process.
Does Hello bank! offer the possibility to open co-holder accounts?

Yes, you can open up to two accounts as co-holders.
My PIN is blocked following 3 erroneous PIN codes and the message “PIN blocked” appears on the card reader screen. What can I do?

If you have tried to enter an erroneous PIN code three times, your debit card will be blocked. To unblock your card, contact the Hello team on +32 (0)2 433 41 45, from Monday to Friday, from 7 to 22 and Saturday from 9 to 17.
What happens when I enter an erroneous electronic signature (M2)?

You have four attempts left. If you enter an erroneous PIN code five times, we will automatically block access to the Hello bank! app for safety reasons. To reactivate access to the Hello bank! app, contact the Hello team from Monday to Friday (from 7 to 22) and Saturday (9 to 17) on +32 (0)2 433 41 45.

How do I activate my debit card?

Simply use the debit card to withdraw money from an ATM or make a payment using your PIN code in a shop.
How do I change my PIN code?

Go to an ATM and follow the instructions on the screen.
How much does it cost me to use my bankcard in ATM machines, at a payment terminal or abroad?

Check the list of rates to find out about all costs.
How can I use my card outside Europe?

To limit fraudulent use, the use of your debit card is limited to Europe. To use your card outside Europe, go to the app and activate this option. You can also contact the Hello team on +32 (0)2 433 41 45, from Monday to Friday, from 7 to 22 and Saturday from 9 to 17.
My card is damaged. What can I do?

Contact the Hello team from Monday to Friday (from 7 to 22) and Saturday (9 to 17) on +32 (0)2 433 41 45.

My card is damaged. What can I do?

Contact the Hello team from Monday to Friday (from 7 to 22) and Saturday (9 to 17) on +32 (0)2 433 41 45.
Who is eligible for a Hello credit card?

Any person aged 18+ and who is a holder or co-holder of a Hello/Hello4You current account can obtain a Hello credit card (subject to acceptance of the request).
How many Hello credit cards can I order?

You can order one Credit card per holder and per current account.
How long will it take for my Hello credit card to arrive once I’ve ordered it?

You will receive your Hello credit card and PIN code via the post within 7 working days (subject to the acceptance of the request). You’ll then have to activate your card. Contact the Hello team from Monday to Friday (from 7 to 22) and Saturday (9 to 17) on +32 (0)2 433 41 45.
Can I increase or decrease the limits of my Hello credit card?

It’s not possible to increase the overall limit. However, if you want to decrease your credit card limit, simply contact the Hello team from Monday to Friday (from 7 to 22) and Saturday (9 to 17) on +32 (0)2 433 41 45.
What do I do if I forget the PIN code of my Hello credit card?

If you forget your PIN code, contact the Hello team from Monday to Friday (from 7 to 22) and Saturday (9 to 17) on +32 (0)2 433 41 45.
What do I do if I lose my Hello credit card or if it gets stolen?

Immediately call CARD STOP (€0.30/min) on +32 (0)70 344 344 (24/7). They will block your credit card to prevent any fraudulent use. You will then have to call the Hello team to order your new card.
Can I use my Hello credit card abroad?

Yes, you can use your credit card both in Belgium and abroad.
What costs are linked to the use of my credit card?

Check the list of rates to find out about all rates and costs.
When is my Hello current account debited for the payment of my Hello credit card spending?

The closing of transactions of your Hello credit card is always done at a set date at the end of the month. Your Hello/Hello4You bank account will always be debited after this date. The limit of use will be available once again once the payment has been recorded.
Can I terminate my Hello credit card?

Yes, at any time and free of charge, after a one-month notice period, by contacting the Hello team using the secure telephone number. If you want to use your right of withdrawal, you have 14 days after the signature of your contract to send your cancellation request via registered mail.

Why doesn't my card work anymore?

The prepaid card has been removed from our range of products on 17 November 2020, and therefore your card has been deactivated.
Your balance was refunded at the end of November: the money on your prepaid card was transferred to the account that was linked to the card.
If you were entitled to a reimbursement of the cost of the card, you received this amount in December 2020.
For more information, you can contact the Hello Team.

What does contactless mean?

All newly issued bankcards are equipped with the NFC technology (Near Field Communication). This means that your card and the payment terminal can communicate remotely. You no longer need to insert your card into the payment terminal. You will recognise NFC cards and terminals with this logo:
How can I be sure that the amount won't be deducted twice from my account?

Once your payment is done, a sound signal and flashing light confirm that everything is OK and the payment terminal is deactivated. Even if your bankcard is near the payment terminal, the amount can no longer be debited a second time.
Is contactless payment really secure?

Thanks to a secure NFC chip, contactless payments use the same secure network used by traditional bankcards. Every payment generates a unique code that cannot be reused. To make contactless payments, your debit card must be a few centimetres away from the payment terminal.

For more guarantees, the payment without PIN code is limited to €25. Once you have added up small purchases up to a total amount of €50, you have to insert your debit card into the payment terminal and must enter your PIN code. You can then resume your contactless purchases.
What if I don't want to make contactless payments?

The Hello team will gladly disable your "contactless payment" option.

Accounts & Cards

Hello/Hello4You current account

Debit card

Hello credit card

Hello prepaid card

Contactless payments with a card

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