SoftKey
HardKey
FAQ
Confirm transactions with your Smartphone!
The SoftKey, a new way to log in and confirm transactions on your computer: you don't need your Keytrade ID anymore, just use your smartphone to provide authentication.
Request the SoftKey
You don't want to use your smartphone to log in via your pc ?
Go for a classic digipass
How does it work?
Watch these short videos to learn how to use the SoftKey for your transactions on www.keytradebank.be.
A lot easier
Say goodbye to all those passwords. With the SoftKey all you need is your username, your smartphone and a PIN to connect to Keytrade Bank.
to connect to Keytrade Bank...
you had to remember...
to connect to Keytrade Bank...
you just need...
Faster and easier than ever...
with the next generation of secured QR codes.
You can log in and confirm transactions by scanning a secured QR-code with your smartphone.
This is not just any code! This technology, developed by the University of Cambridge, has been optimized for online financial transactions. Whether you have an old or new smartphone/tablet doesn't matter, the camera will read the code. After scanning, you'll be able to see and confirm the transaction details on the screen of your smartphone or tablet*.
*The SoftKey is not compatible with devices that are «jailbroken» or «rooted».
The SoftKey is only available for iOS (+8.0) and Android (+4.0) devices.
Available on
any device
We advise you to activate the SoftKey on more than one device, such as your smartphone and your tablet. Thus, if you lose it you will still have a back-up solution. Consider it as a spare key, like the one you have for your house or car.
So you will never be disconnected from your assets, and do not worry: the Keytrade Bank app on your lost device can be de-activated remotely either by our customer service or by yourself.
*The SoftKey is not compatible with devices that are «jailbroken» or «rooted».
The SoftKey is only available for iOS (+8.0) and Android (+4.0) devices.
One device, multiple users
Using the family tablet for banking transactions? No problem! Our app can be used by different users from the same family, each one having his own PIN.
Banking operations and market transactions with the app
In addition to a simplfied authentication from a computer, activating the SoftKey enables you to perform most of your transactions with the Keytrade Bank app, without having to use an extra device in your pocket.
Small amounts
SignEasy, confirm with a click
Medium amounts
Confirm with PIN code
Higher amounts
Confirm on the website
Make your life easier!
Request the SoftKeyYou don't want to use your smartphone to log in via your pc ?
Go for a classic digipass
Confirm your transactions with the HardKey
At Keytrade Bank we think security and ease of use are equally important. That's why we are upgrading our access tools with the SoftKey and the HardKey. The HardKey is a new device, similar to a Digipass, enabling you to log in and confirm transactions safely.
Have you received your HardKey?
Activate your HardKey
You want to use your smartphone to log in via your pc ?
Go for the SoftKey
A unique and personal device
Each HardKey has a unique serial number, once it is activated, it means that only you can use it. Unlike the other banks, you do not need your debit card. All you need is your personal PIN and you are ready!
Simple and intuitive...
The Hardkey offers new functionalities. You will be able to see which transactions you are confirming and it's very easy to use.
More questions about the HardKey?
Check our FAQ
Mobile banking & market transactions with the app
If you order the HardKey, you'll need it each time you log in to the app.
A new way to log in!
Activate your HardKeyYou want to use your smartphone to log in via your pc ?
Go for the SoftKey ❭
What are you searching for ?
Life is about to become easier! Two options are now available for you to log in and confirm your transactions.
The SoftKey: You use an app on your smartphone or tablet to log in to the website and confirm payments by scanning secured QR codes displayed on your screen.
The HardKey: You receive a new device to log in and identify yourself. The HardKey is a brand new, Digipass-type device, which conforms to all current safety regulations.
In both cases, you will no longer need to manage passwords or codes, but just your own PIN.
Others will prefer a more traditional method of authentication, such as the well-known Digipass, for their banking operations. The HardKey is the right choice for them. So everyone can choose the method that suits them best.
If you still have not received anything after this period has elapsed, please contact our customer service on 02 679 90 00 on any working day between 9 am and 10 pm.
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 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.
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.
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.
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: info@keytradebank.be.
You will be asked some details including your username to identify yourself.
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: info@keytradebank.be.
You will be asked to provide some details, including your username to identify yourself.
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: info@keytradebank.be.
You will be asked to provide some details, including your username to identify yourself.
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.
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.
The SoftKey can be activated on any iOS device, iPhone and iPad, and Android devices.
Minimum version requirements :
iOS 9.0
Android 4.4
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.
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.
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 on 0032 2 679 90 00, available on business days between 9am and 10pm.
You can also send us an email at info@keytradebank.be.
You will be asked to identify yourself by giving details including your username.
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 Client Service on 0032 2 679 90 00, available on business days between 9am and 10pm. You can also send us an e-mail at: info@keytradebank.be.
You will be asked to identify yourself by giving details including your username.
Just like a bank card, nobody can use a HardKey without the PIN.
Please call our customer service on 0032 2 679 90 00 on business days between 9am and 10pm. 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: info@keytradebank.be.
You will be asked to identify yourself by giving details including your username.
Please contact the Customer Service on 0032 679 90 00 on weekdays between 9am and 10pm. We will then help you to unblock your HardKey.
You will be asked to identify yourself by giving details, including your username.
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.
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".
Yes. Once you see the code on the screen of your HardKey, press the "Ok" button. The code will be displayed bigger.
If you have not received the PIN or do not remember it, you must reset your HardKey.
Here's how:
A. Lock your 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.
To be able read the code, you must hold the Keytrade ID with the Keytrade Bank logo at the left-hand side.
If the serial number is the same as the one written on the back side of your Keytrade ID, then you have to enter the unique code that you can find on the display of your Keytrade ID.
Then you click on activate.
If the message indicates that the activation did not succeed, you need to retry the activation procedure or contact our Helpdesk on the number +32 (0)2/679 90 00 or via e-mail info@keytradebank.com. You can reach our Helpdesk each working day from 9 a.m. till 10 p.m.
1) You can contact our Helpdesk on the number +32 (0)2/679 90 00. When you ask to block your Keytrade ID, the helpdesk collaborator will take the necessary steps. Please mention the reasons why you want to block your Keytrade ID.
2) On the secured site, after entering your logon (username) and access password, click on Home > preferences > Passwords > Keytrade ID to block your Keytrade ID. You must give the reason why you want to block your Keytrade ID.
1) You can contact our Helpdesk on the number +32 (0)2/679 90 00. When you ask to block your Keytrade ID, the helpdesk collaborator will take the necessary steps. Please mention the reasons why you want to block your Keytrade ID.
2) On the secured site, after entering your logon (username) and access password, click on Home > preferences > Passwords > Keytrade ID to block your Keytrade ID. You need to pay attention that the serial number on the screen corresponds to the serial number at the back side of your Keytrade ID. On this screen, you must give the reason why you want to block your Keytrade ID.
On the following screen, you can request a new authenticate method.
Check first of all that your mobile phone is switched on and that there is enough network coverage to receive a text message.
If you still do not receive a text message, it is possible that your provider blocks this type of message. This is sometimes the case for prepaid cards. Please check with your provider if the option for receiving Premium text messages is activated.
As soon as you have carried out all steps, you can access your account with your e-ID.
