How can we help you?
The HardKey is our new hardware method of authentication. This small Digipass-type device enables you to log in safely, to view your account and make transactions on a laptop, tablet or smartphone.
If you don't have any device or have just one smartphone or tablet available to activate the SoftKey on, or if you prefer not to use your smart devices for banking, the HardKey is the perfect choice for you.
How do I activate my HardKey and link it to my account?
To activate your HardKey, follow the instructions on this link.
What are the disadvantages of the HardKey?
You always need to have it with you to carry out transactions, even if it's on a mobile device.
How much time do I have to activate the HardKey?
We ask you to activate the HardKey within 30 days after ordering it. If you have not received it two weeks after ordering, please contact us.
Can somebody else use my HardKey to log in and confirm transactions?
No. The HardKey is personal, meaning that you can not lend it to partners, relatives or friends. If other housemates also have a HardKey, then each one can personalise his own HardKey, for example with a sticker to recognise it more easily.
What do I do if I ordered a HardKey and it hasn't arrived yet?
Delivery is always dependent on postal delivery times. We send the initial PIN code and the HardKey in two separate letters at an interval of two to three weekdays. If there has been a long delay, please contact our customer service. You can also send us an email at email@example.com. You will be asked to identify yourself by giving details including your username.
What do I do if my HardKey is not working anymore?
If you have another authentication method, such as the SoftKey, you can use it to log in to our website. In the menu 'Preferences' you can de-activate your old HardKey and order a new one. If the HardKey was your only authentication method, please contact our customer service or send us an e-mail at: firstname.lastname@example.org. You will be asked to identify yourself by giving details including your username.
What happens if I lose my HardKey or if it gets stolen?
Just like a bank card, nobody can use a HardKey without the PIN. Please call our customer service. We will help you to de-activate your HardKey and order and activate a new one. You can also send us an e-mail at: email@example.com. You will be asked to identify yourself by giving details including your username.
How long does the battery of a HardKey last?
The average lifetime of a HardKey is 5 to 7 years. When the battery is nearly empty, a message appears on the screen of your HardKey.
I used my HardKey to generate a code but I entered a wrong code several times.
Please contact customer service . You will be asked to identify yourself by giving details, including your username.
Can I use the HardKey for online shopping with 3D Secure?
Yes. The HardKey enables you to shop online with 3D Secure. Follow the instructions on your screen and generate a code with the option '3. eCommerce'.
What in case I lose the PIN of my HardKey?
Your PIN is personal and not known by Keytrade. If you lost your PIN code we ask you to contact us .
How can I change the PIN of my HardKey?
To change you PIN code, press "OK". Go to "5.SETTINGS", press "OK", choose "1.CHANGE PIN" and encode your actual PIN then your new PIN.
How can I change the language of my HardKey?
The standard language of the HardKey is English, even if you use the website or the app in another language. To change the language, press "OK" on your HardKey. Go to "5.Settings" and press "OK". Choose the language you want and press "OK".
Can I change the size of the text on the screen of my HardKey?
Yes. Once you see the code on the screen of your HardKey, press the "Ok" button. The code will be displayed bigger.
I can't remember my HardKey code. / I forgot the PIN that I created when I received the HardKey. / I did not receive a PIN.
The PIN of your HardKey is personal and is not stored at Keytrade Bank. If you have not received the PIN or do not remember it, you must reset your HardKey.
- Lock your HardKey
To be able to reset your HardKey and create a new PIN, you must first lock it.
How do I lock my HardKey?
- Turn on your HardKey via the "OK" button and choose option 1 "Login".
- Enter an incorrect PIN.
- Your HardKey tells you that there is a "PIN error". Press OK.
- It will then show how may incorrect attempts have been made with "Wrong PIN: 1". Press OK.
- Re-enter an incorrect PIN and repeat step 2 until the message "Time lock" appears. "Time lock" is a 5-minute period during which you cannot use your HardKey.
- After 5 minutes, turn on your HardKey via the "OK" button and enter an incorrect PIN again.
- Your HardKey displays "Incorrect PIN: 4". Press "OK" and wait another 5 minutes for "Time lock"
- After these 5 minutes, turn on your HardKey via the "OK" button and enter an incorrect PIN one last time.
- At this point your HardKey is locked and shows you a lock code that you will have to give to Keytrade Bank's Customer Service.
- Unlock code To obtain your unlock code, please have your HardKey at hand and contact us. After confirming your identity, customer service will ask you for the lock code and will tell you the unlock code to be entered into the HardKey. You will then be able to create your new PIN for your HardKey. This is a 4-digit code.
What is the unlock code and why do I need to provide it?
If your HardKey asks you for this code, this means that your HardKey is locked. In order to reactivate it, contact our customer service. First of all, we will need to identify you asking some security questions. We will then ask you for the lock code shown on your HardKey and send you the unlock code to enter into your HardKey to unlock it.