How can we help you?
The SoftKey is our new authentication method software. It is an extra feature of the Keytrade Bank app that enables you to log in and carry out your transactions on the Keytrade Bank platform. You will also be able to view your accounts and make transactions from your computer, laptop or mobile device (smartphone or tablet). To use it, you need to activate the SoftKey by scanning a secured QR-code.
The main feature of the SoftKey is that you only need your smartphone to make transactions, and you certainly have it with you all the time. Thanks to the SoftKey, banking online will become even easier. Another advantage is that you can activate the SoftKey on as many devices as you want, which means you will have one or more spare Softkey. So even if one of your devices is stolen, lost or broken you will never lose access to your accounts.
Using the SoftKey is as safe as using any other authentication device. We have implemented every security regulation to enable you to make your transactions safely.
This new authentication method is free. If you use the SoftKey, you can activate it as many times you want.
How do I activate the SoftKey?
The SoftKey is an element of the Keytrade Bank app. If you haven't installed it on the smart device you want to use, you must first download it. If you have an iOS device, go to the App Store and search for: Keytrade - Download the Keytrade Bank app the SoftKey is built-in. If you have an Android device, go to the Google Playstore and search for Keytrade - Download the Keytrade Bank app the SoftKey is built-in. Then log in to our secured website www.keytradebank.be and go to "Your preferences". There you will be able to manage your authentication methods.
Why do I have to activate the SoftKey on several devices?
In case you lose the only device on which you have activated the SoftKey, you will be happy to have a spare SoftKey installed on a different device, in order to maintain continuous access to your accounts. No extra SoftKey activated? Thus, to access your accounts again, you will have to activate the SoftKey on a new device. To do that, you need a secured QR-code that will be sent to you via mail, which might take a few days. So to make sure you always have access to your accounts, we strongly advise you to install the SoftKey on several devices. If you only have one smart device (smartphone/tablet), we advise you to use the HardKey.
Why do I have to create a profile on the Keytrade Bank app?
Creating a profile enables you to personalise our app with a name and a picture. Since you can create more than one profile, one device can be used by multiple users, e.g. family tablet, to bank with the Keytrade Bank app.
Do I need to use a mobile data packet subscription to use the SoftKey?
No. You can use the SoftKey via wifi.
What if I buy a new smartphone or tablet?
No problem! You can activate the SoftKey on as many devices as you want. So if you have a new smart device, just log in to www.keytradebank.be, using your old smartphone, and activate it on your new device.
What happens if my smartphone/tablet is lost/broken or gets stolen?
Don't worry. Nobody can use the SoftKey without your PIN. IMPORTANT: To make sure you can access your accounts continuously; we advise you to activate the SoftKey on several devices. You can always de-activate it from the menu 'Your Preferences' on our secured website. If you have activated the SoftKey on only one device smartphone or device and one is stolen, lost or does not work anymore, please immediately contact our Customer Service so we can de-activate your SoftKey and help you activate a new one. Please call our Customer Serivce on 0032 2 679 90 00, available on business days from 9am to 10pm. You can also send us an e-mail at: firstname.lastname@example.org. You will be asked some details including your username to identify yourself.
What do I do if I forgot the PIN for my SoftKey?
Your PIN is personal so Keytrade cannot recover it. If you forgot your PIN we advise you to delete your SoftKey profile and call our Customer Service who will help you install the SoftKey. Our Customer Serivce is available at 0032 679 90 00 on business days between 9am and 10pm. You can also send us an email: email@example.com. You will be asked to provide some details, including your username to identify yourself.
Where can I change my PIN?
You can always change your PIN in the stettings of your SoftKey on your smartphone or tablet. Make sure you create a secured PIN, which is not easy to crack. Do not choose date of birth, a set of identical digits or a sequence.
I entered an incorrect PIN on my SoftKey more than once and my SoftKey is deleted. If you enter an incorrect PIN too many times, your SoftKey profile will be deleted from the app. We advise you to call our Customer Service who will help you activate a new SoftKey. Our Customer Service is available at 0032 2 679 90 00 on business days between 9am and 10pm. You can also send us an email at: firstname.lastname@example.org. You will be asked to provide some details, including your username to identify yourself.
How many PINs do I have to remember?
Each SoftKey has a 6-digits PIN, which is personal. This means that if you activate the SoftKey on several devices, you may select a different PIN for each one. If more than one person uses the SoftKey on the same device, e.g. the family Ipad, each user will of course have their own PIN. Make sure you create a secured PIN, which is not easy to crack. Do not choose dates of birth, a set of identical digits or a sequence.
My tablet is also used by other people in my family. Is this a problem?
No. The SoftKey is protected by a personal 6-digit PIN. For iPads and smartphones, Android and iOS, our app, containing the SoftKey, is designed to be used by multiple users. On a shared device, each user can use their SoftKey to view their accounts, but can neither view the other's accounts, nor carry out transactions.
Can somebody else use my SoftKey to log in and confirm transactions?
No. The SoftKey is personal. So a partner, relatives or friends cannot use it to scan a secured QR code.
What if the lense on my mobile device is broken?
Then you will no longer be able to scan the secured QR-code. Therefore, we advise that you install the SoftKey on multiple devices. Don't have an extra SoftKey activated? Then you'll need to activate the SoftKey to access your account again. To do so, you need a secured QR-code that will be sent to you in a letter, which will take a few days. So, to be sure that you have continuous access to your accounts, we advise that you activate the Softkey on several devices. If you only have one smart device (smartphone or tablet), we advise that you choose the HardKey.
What is the difference between a colored QR and a black and white QR?
Keytrade has chosen to work exclusively with colored QR codes "crontosign". This is a technology developed especially for the financial sector which ensures very high levels of readability and speed, even if you are using an older smart device.
Can I use the SoftKey for online shopping with 3D Secure?
Yes, you can shop online with the SoftKey with 3D Secure, following the instructions on your screen and scanning the secured QR code when it is displayed.
Can I confirm all transactions with my smartphone or tablet?
Most payments and market transactions can be confirmed with your smartphone or tablet. Only for confirming transactions with larger amounts and orders on OTC BB markets we ask you to log in on the desktop website.
Can I download the SoftKey from abroad?
You can download the SoftKey from the relevant iOS app stores and Google Play stores in the following countries: Australia, Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Lithuania, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Republic of Korea, Romania, Slovakia, South Africa, Spain, Sweden, Switzerland, United Kingdom. If your iOS or Google account is located in another country, we advise that you use the HardKey.
What should I do if I have a SoftKey and I'm switching to a new device?
Once you have the SoftKey, you can install it on multiple devices. If you are switching to a new device we ask that you log in to our secure website with your initial device, and activate a new instance of the SoftKey on your new device via "Your preferences". Afterwards you can delete your profile with the SoftKey on your initial device.