FAQ

You can apply for a Hello Prepaid card once you are eighteen.
To be able to apply for a Hello Prepaid card you need to be the account holder or joint account holder of a Hello or Hello4You current account.
It's very simple, using the app Hello bank!, or by calling +32 2 433 41 45 (Mondays to Fridays from 7am till 10pm and Saturdays from 9am to 5pm).

Not yet a Hello bank! member? It takes just four minutes to register your application to enjoy all the benefits of Hello bank.
In your User account you can
  • Choose your PIN number
  • Manage your card
    • Top up your card
    • Track your transactions
    • Block your card and request a replacement card
    • Ask for your PIN number to be reissued

Tip: for faster access to your account, save the link in your Favourites.
You can find your customer number on your Hello or Hello4You Bank card.
To set up your User account:
Go to https://www.hellobank.be/our-offer/the-hello-prepaid-card
  • Click on "Manage your card"
  • Then click on the "Choose your PIN number" button
  • Fill out the various fields and choose your PIN.

Important information

Your PIN is unique and can no longer be changed.

You have 7 calendar days to choose your own PIN. After that a number will be assigned to you automatically and sent to you in a separate letter.
You can check the status of your card on your User account under the heading "My Hello Prepaid card". For an even easier way to do this, open the Prepaid app and check the status of your card in the drop-down menu. If you have any problems the first time you use the card, just call the Hello Team on +32 2 433 41 45 (Mondays to Fridays from 7am to 10pm and Saturdays from 9am to 5pm).
Topping up your card is free of charge. You can top up your card in your User account, but it's even easier to do so via our Prepaid app.

You have three options for topping up your card:
  • 1. Top up via your bank card and card reader (3D Secure). You can do this both in your User account on the site and via the Prepaid app. The amount of your top-up will then be available immediately.
  • 2. Top up via the Bancontact mobile app. This is only possible in the Prepaid app. The advantage here is that once you have installed the Bancontact mobile app and connected a bank card of any type to it, you just need a four-digit code in order to top up your card. The amount of your top-up will then be available immediately.
  • 3. Top up via a transfer. Please note: It will take 2 working days for the amount of your top-up to reach your card. The advantage here is that anyone can top up your card, provided they make a transfer to the correct account number with the correct details. That makes it perfect for receiving gifts from friends and family.
Tip: for faster access to your account via the website, save the link in your Favourites.
The minimum top-up is €1. But you can put up to a maximum of €5,000 onto your card.
You can find out the available balance on your Hello Prepaid card at any time, using the "My Hello Prepaid card" button on the home page of your User account. Alternatively, just open your Prepaid app.

Tip: for faster access to your account, save the link in your Favourites.
You can view all your transactions for the last six months in your User account under "History". Alternatively, just open your Prepaid app.
You can use your Hello Prepaid card worldwide on the MasterCard network:
  • at all the merchants (over 28 million terminals);
  • at ATM's (more than 1.5 million cash machines);
  • for all your online purchases.

Exceptions: at some motorway toll booths, for vending machines for drinks or food, and in some car parks it is not possible to pay with your Hello Prepaid card.

The value of your purchases is restricted to the available balance on your card. If you purchase from a retailer in a currency other than euro then the amount includes a charge for the exchange.

If you withdraw cash in a currency other than euro, you pay a fee per transaction plus an exchange charge on the amount.

These costs are deducted from the available balance on your card. You can look up these costs in the List of fees.

Please note: the virtual Hello Prepaid card can only be used on-line.
Yes, you can use your Hello Prepaid card to withdraw cash at any cash dispenser displaying the MasterCard logo (more than 1.5 million machines worldwide).

Each day you may withdraw a maximum of €625, provided this amount is available on your card and the ATM operator does not apply a lower limit. A withdrawal within the euro zone attracts a fee (free to Hello4You members). If you withdraw money in a currency other than euro then the amount includes a charge for commission on each transaction, on top of the existing cost. For Hello4You members, only the exchange costs will be charged. These costs are deducted from the available balance. You can look up the costs in the List of fees.
No, that can only be done when you are issued a new card after blocking and replacing the previous Hello Prepaid card. For example, if it is lost or stolen. The money will then be transferred automatically from the blocked card to your new card.
The month and year of the expiry date are shown on your Hello Prepaid card. The Hello Prepaid card is valid for two years. For Hello4You members, the Hello Prepaid card is valid for five years.
If the retailer enters a higher amount on the payment terminal than the available balance on your card, you will see the message 'Insufficient funds'. You can just pay the difference using another method of payment, such as cash. The merchant must of course agree to split the amount into two part payments.
If you decide to cancel your card, the remaining balance of your card will automatically be transferred to your Hello or Hello4You current account. This is a free service from Hello bank!.
No, once you have chosen your PIN or have automatically received a PIN in the post you can no longer change it.
If you enter the wrong PIN three times, your card will be blocked for security reasons. You can ask for it to be unblocked by calling the Hello Team on +32 (0)2 433 41 45 (Mondays to Fridays from 7am to 10pm and Saturdays from 9am to 5pm).
Go to your User account and click on 'Request a reissue of your secret code'. You will then receive a new PIN by post, free of charge.
The request is protected by using the security question.
Call the Hello Team on + 32 2 433 41 45 (Mondays to Fridays from 7am to 10pm and Saturdays from 9am to 5pm). They will remind you of your answer after checking your identity.
You have two options:
  • You can either log into your User account immediately. Using the option 'My Hello Prepaid card', you can block your card and order a new one immediately.
  • Or you can call prepaid Stop as quickly as possible on +32 2 250 16 01 (available 24/7) to ask for your card to be blocked. You can then call the Hello Team on +32 2 433 41 45 (Mondays to Fridays from 7am to 10pm and Saturdays from 9am to 5pm) to ask for a new card.
To avoid any difficulties at a later date, we would advise you to inform the police of the theft or loss of your card.

You will receive a new card in the post within seven working days. The balance of your blocked card will be transferred automatically to your new card.

The cost of replacing your card is € 8 and this will be deducted from your available balance.
First try to get your Hello Prepaid card back by asking inside the relevant branch.

If that does not work you have three options:
  • Go straight to your User account. Using 'Manage my card' you can block your card and immediately order a new one.
  • Or you can call the Hello Team directly on +32 (0)2 433 41 41 (Mondays to Fridays from 7am to 10pm and Saturdays from 9am to 5pm) and ask for it to be blocked. Your Hello Team will record the block and will order a new card for you.
  • Or call the prepaid STOP line immediately on +32 (0)2 250 16 01 (open 24/7) to ask for your card to be blocked. Then call your Hello Team (+32 (0)2 433 41 41). One of our staff will order a new card for you.
To avoid any difficulties at a later date, we would advise you to inform the police of the theft or loss of your card.

You will receive a new card in the post within 7 working days. The balance of your blocked card will be transferred automatically to your new card.

The cost of replacing your card is € 8 and will be deducted from your available balance.
Replace your card by going to the heading 'Manage your card' under your User account and clicking on the 'Replace card' button. The cost of replacing your card is € 8 and this will be deducted from your available balance.
You can cancel your card at any time. All you need to do is call the Hello Team on + 32 2 433 41 45 (Mondays to Fridays from 7am to 10pm and Saturdays from 9am to 5pm). By cancelling the card you also automatically terminate your contract. We advise you to use up the balance on your card before cancelling it.
If you see this icon ( ) you can pay contactless with your card. From 16/11/2015, all Hello Prepaid cards will have this new function.
It means that you can pay for low value items without entering a PIN. Just swipe your card across the card reader and you have paid. It works for all card readers that also display the contactless logo.
  • The first time you pay normally, using your PIN.
  • After that you can make payments up to € 25 by just swiping your card across the card reader.
  • You can keep on swiping until you reach the € 50 limit.
  • Then, for the sake of security, we ask you to enter your PIN for the next payment.
  • After that you can carry on swiping with contactless to your heart's content.
There are several security measures built into contactless payments. For example, you can only pay a maximum of €25 each time. And when you reach your spending limit of € 50, you need to use your PIN number for the next payment.

The payment will also only go through if the distance between the payment terminal and the card is just a few centimetres. Obviously, it is important that you take good care of your cards and don't leave them lying around. And if your Hello Prepaid card is lost or stolen, you have three ways to block your card.
  • Call the Hello Team directly on +32 (0)2 433 41 41 (Mondays to Fridays from 7am to 10pm and Saturdays from 9am to 5pm) and ask for your card to be blocked. Your Hello Team will record the block and will order a new card for you.
  • Or call the prepaid STOP line immediately on +32 (0)2 250 16 01 (open 24/7) to ask for your card to be blocked. Then call your Hello Team (+32 (0)2 433 41 41). One of our staff will order a new card for you.
  • Or go straight to your User account. Using 'Manage my card' you can block your card and immediately order a new one.
To avoid any difficulties at a later date, we would advise you to inform the police of the theft or loss of your card.
You can use this app on your smartphone or tablet to manage your prepaid cards, to check the balance and transactions on your card(s), and to quickly top up your prepaid card.
You need a smartphone or tablet with a suitable operating system:
  • Apple: iOS 7 onwards
  • Android: Android 4.1 onwards
  • Windows Phone: (app available from February 2016): Windows 8 onwards
You can find the app by searching for "Hello bank Prepaid".
In order to log into the app, you need:
  • your customer number (which can be found on your bank card and on all new Prepaid cards)
  • your password. This is the same as the password you use to log in to your Prepaid User account
If your card is not yet active, a message will appear on the home screen asking you to activate your card. If you have multiple cards then you can also view the status of your card in the card list (under the "Select your card" button on the home screen).
You can activate a new Prepaid card in the app by topping it up for the first time.

You need to activate replacement cards in the Prepaid User account. This will result in the leftover balance on your old card being automatically transferred to your new card.
Once you have logged in for the first time using your customer number and prepaid password, your most recent Prepaid card balance will automatically be displayed without you having to log in again each time.
Your transactions constitute personal and sensitive information, so they require extra security. You can access your transactions by entering your password or via fingerprint security (if this is available on your smartphone).
You can use the app to manage up to four Prepaid cards in your name. You can select the card you want to check in the card list. You can also use the drop-down menu to set which card should be displayed by default.
You can directly top up your Prepaid card via the app, free of charge. The amount of the top-up is then immediately visible in your Prepaid card balance. You have two options for topping up:
  • via the Bancontact Mobile app
  • via a card reader
If you use this option to top up, you can simply confirm the top-up using the PIN for your Bancontact Mobile app. Your Prepaid app will automatically open the Bancontact Mobile app, and once it does you just need to enter your Bancontact Mobile PIN.

Important information: you first need to install the Bancontact Mobile app on your smartphone or tablet and connect a bank card to the app.

Once you have done so, you can top up your Prepaid card at any time, without need for a card or card reader (up to a maximum of € 250 per top-up).
If you want to use this method to top up, then you need your bank card and your card reader.

Your Prepaid app will give you the payment instructions for your top-up.
Yes, it is free to top up your card (whether you do so via the Bancontact Mobile app in your Prepaid app, or via a card reader).
Your Prepaid card can be topped up to a maximum of € 5.000.

The maximum amount for top-ups via Bancontact Mobile is € 250 per top-up.
You do not need to do anything about your Prepaid app, as no payments can be made, and your transactions are password-protected.

If you have installed the Bancontact Mobile app on your smartphone or tablet then you should think about blocking the bank card that you linked to the app by calling Card stop on +32 (0)70 344 344.
Yes; for security reasons you will receive a message asking you to update the app whenever a new version is released. Every time there is a new version, the old version is blocked.

Do you have any other questions?

Send an e-mail to the address info.be@hellobank.com or contact the Hello Team on + 32 2 433 41 45, Monday to Friday from 7am to 10pm and Saturdays from 9am to 5pm.