Online & Mobile banking

Hello bank! App

  • Which card should I use with the card reader?
    You need your debit card to create a new profile or to confirm transactions with a card reader. Do you have more than one debit card? You must always use the one you created your profile with when you first logged in to the Hello bank! app. Note: you cannot log in using a credit card.
  • How do I create a new profile in the Hello bank! app?
    1. Download the app from the App Store or Google Play.
    2. Open the Hello bank! app and press "Log in".
    3. Enter your customer number and your card number.
    4. Confirm using an M1 signature with your card and a card reader.
    5. Enter your phone number and tap on "Send an SMS". You will then receive an activation code by SMS, which you will have to enter on the next screen.
    6. Next, choose your five-digit Easy Banking code and enter it a second time to confirm it.
    7. You will then be able to choose whether or not to enable fingerprint or face recognition login.
    8. Finally, confirm this choice using your five-digit Easy Banking code.
  • How do I log in to the Hello bank! app?
    There are two ways to log in:
    • either by entering your five-digit Easy Banking code;
    • or by using your fingerprint or by face recognition if you have these features on your smartphone.

Easy Cashback

  • Can I combine my Easy Cashback offers with other in-store promotions?
    Easy Cashback promotions are different from partner-specific offers and promotions. You can therefore combine them, unless otherwise stated in the cashback conditions.
  • How do I track the validation status of my cashbacks?
    You can track the status of your cashbacks in your Easy Cashback History in the Hello bank! app. A cashback can have several statuses: pending, validated (amount displayed in green) or cancelled.

    Pending means that the merchant still needs to validate the cashback. They must ensure that all the conditions for eligibility for the refund have been met and that the withdrawal period that you have for your purchase has expired. A cashback can thus be pending for up to 45 days before being validated.
  • What are the conditions for activating Easy Cashback?
    • You can only activate Easy Cashback after having given your consent to sharing your data with PayLead (our external partner for Easy Cashback). You can also give your consent for a payment account for which you have a mandate.
    • Easy Cashback is only available for purchases made with your debit card Bancontact-Visa Debit. You can also pay with Apple Pay, Google Pay, Fitbit Pay and Garmin Pay, as long as they are linked to your debit card, or pay by European direct debit (e.g., for a public service or telecoms contract).
    • The service is available to all our private customers. Business payment accounts are not eligible for the Easy Cashback service.

    After you have subscribed to Easy Cashback, all your eligible accounts (all Hello bank! payment accounts or BNP Paribas Fortis packs for private customers that are in your name or joint payment accounts of which you are the holder) will be added automatically.

Budget analysis

  • Is the data in my budget analysis processed securely?
    Absolutely. Keeping your personal data safe is our top priority. Our procedures ensure the security of your personal and banking data. The bank solely uses your personal data to analyse your budget, which only you have access to in the Hello bank! app. We do not use it for any other purposes.
  • Which information does the report for my budget analysis for the previous month include?

    Currently, the previous month’s report tells you:

    1. where you spent your money (most frequent payments),
    2. what was your biggest expense? (highest amount)
    This data is based on your transactions during the previous month. In April 2022, you will be shown the data for March 2022, for example.
  • Some of the bars in my budget analysis chart are empty. Is this normal?

    If you see empty bars, this can mean one of three things:

    1. Either you did not spend anything during the selected period.
    2. Or the date that you have indicated is in the future. Expenses with an execution date in the future are not included in the overview.
    3. Or the date for which you want to check your spending precedes the start date of your budget analysis.

Add an account from another bank

  • What does aggregating accounts mean?
    Account aggregation is the option of adding one or more other current or savings accounts held with another bank (KBC, Belfius and ING) and of which you are the sole account holder to your accounts that are visible in the Hello bank! app.

    This allows you to easily check the balance, the latest transactions and other information linked to these accounts. This gives you an overview of all the expenditure and income on all your accounts available in the Hello bank! app.

    Each time you add an account from another bank to the Hello bank! app, you will use the signature methods of the bank where the accounts are held (card reader and card of this bank and associated PIN).

    The data we collect in this way will not be used for any purpose other than these services.

    You may add or delete these accounts from your Hello bank! app at any time.
  • Can I add all my accounts to the Hello bank! app?
    Yes, you can add as many accounts as you want to the Hello bank! app, as long as they are held with the other banks referred to in the question "What is account aggregation?"

    However, this service is only available for private accounts (and therefore not for a business account) of which you are the sole account holder.
  • How do I remove one of my accounts at another bank from the Hello bank! app?
    This feature is currently no longer available, but will be available again soon. When this is the case, here are the steps to follow:
    1. Go to "More";
    2. Press "Settings";
    3. Press "Accounts in other banks";
    4. Tap the account to be deleted;
    5. Tap "Delete account";
    6. The account is removed from the Hello bank! app.

Hello bank! web

  • Why can’t I find the Hello bank! Web anymore?
    Easy Banking Web has replaced Hello bank! Web, the secure banking platform of the BNP Paribas Fortis website. When you log into Hello bank! web, you will be automatically redirected to Easy Banking Web. What will change for you? Almost nothing. In fact, you will even have access to more features! You log in, make transfers, set up standing orders, and check your accounts in the usual way.

Easy Banking Web

  • What are the limits for my transfer amounts made on Easy Banking Web?

    By default, the amount of transfers is set at 25,000 euros per day and per (joint) holder or authorised user of the account(s), regardless of the number of accounts. This limit does not apply to transfers between your own accounts, as there is no limit on the amount for these inter-account transfers.

    You can set your temporary or permanent limits yourself between 0 euros and the maximum limit of 300,000 euros per day.

    If you decide to decrease the limit of the transfer amount, your new limit will apply immediately.

    If you decide to increase the limit of the transfer amount, you must confirm your request with itsme® or your card reader. For security reasons, the bank reserves the right to make this new limit applicable only after a certain period of time.

    Advice: a lower daily limit can also be an additional security measure in the event of phishing.

    Note: never change your limit at the request of another person. Hello bank! will never ask you to change your limit.
  • How do I cancel or reinstate a direct debit on Easy Banking Web?
    1. Log in using your card reader or the itsme app.
    2. Click on the "Payments" tab and choose "My direct debits".
    3. In the "List of my mandates", click on the menu to the right of the name of the company in question.
    4. Choose "Cancel/Reinstate" and confirm your choice by entering an M2 signature.
  • The battery of my card reader is empty and/or I need a new card reader. How can I order this?

    If you need a new card reader, you can order this via one of these options:

    • Connect yourself on this page of Easy Banking Web with your client number and your debit card of Hello bank! or you can also click on “Je suis client : je fais ma demande sans me connecter”.
    • Contact the Hello Team on 02 433 41 45 (from Monday to Friday between 7h and 22h and on Saturday between 9h and 17h).
  • I can't use itsme. How can this restriction be lifted?
    Have you joined Hello bank! by completing your application online? For security reasons, prior in-person contact with our team is required to activate itsme. We therefore invite you to call 02 433 41 42 to make an appointment at a BNP Paribas Fortis branch.

    You can also take advantage of this visit to your branch to activate other services, such as :
    • making cash deposits into your current account via ATMs available in BNP Paribas Fortis branches or via a CASH point;
    • the option to make transfers to a bank account located outside the euro zone;
    • changing the limit of your debit or credit card.
  • How do I log in to Easy Banking Web for the first time with itsme?
    1. Go to Easy Banking Web, enter your details and select “Log in with itsme”.
    2. Enter your mobile number.
    3. Sign with your card reader.
    4. Accept the General Terms and Conditions and confirm with an M2 signature using your card reader.
    You can now log in to your Hello bank! Accounts on Easy Banking Web through the itsme app. Does this functionality not work? Here's how to activate it.
  • Can everyone use itsme?
    In order to create an itsme digital identity and use its services, you must:
    • be over the age of 18;
    • have a valid Belgian eID (electronic identity card);
    • have a Belgian SIM card and a mobile phone.