A new secure website: all details

What do I do when I’ve lost my mobile?

I am a MeDirect client but I don’t have a mobile number. How can I access my account?

I don’t have a mobile number. Can I become a MeDirect client?

Where can I update my personal details?

Can I open a joint or several wealth management portfolio(s)?

If I already have a wealth management portfolio, what will happen when I fill out the questionnaire again?

How can I send a secure message?

When setting my new password for the new MeDirect website, can I keep my current password?

Why do I need a mobile for the new improved website?

I did not receive an SMS code when I log in to the new website. What should I do?

When do I receive an SMS?

How do I open a joint MeDirect account as an existing or new client?

How can I switch my sole account to a joint account?

How can I log in to the renewed secure site?

How is the basic interest rate and fidelity premium calculated and paid?

I am already a client but how can I find out my current user name and security data if I’ve forgotten them?

Accounts

How can I deposit funds in my account?

How do I delete or a beneficiary?

Why is the bank blocking bank accounts of her clients after their death?

How can I close an account?

Can I open more than one regulated savings account?

Will MeDirect send me any statements?

How is the currency exchange rate determined?

Can I transfer from my ME savings account to my regulated savings account?

What if I need the money from my ME Savings Account now?

Where can I find the due date of the withdrawal notice of my ME savings account?

Can I withdraw money from my MeDirect Fidelity Savings account?

What is the maximum daily amount that I can transfer to an external account?

What is a regulated savings account?

Which transfers can I make with my MeDirect Cash account?

Once I open a Fixed Term Deposit, can I later change the amount, rate or term?

How can I withdraw money from my ME savings account?

Can I move money between different currencies?

What is the monthly deposit limit for the two types of regulated savings accounts held at MeDirect?

Why did you open a Cash Account for me even if I did not apply for it?

What is a non-regulated savings account?

Can I transfer between the two types of regulated savings account held at MeDirect?

Can I instruct recurrent future dated payments between my MeDirect accounts?

Common Reporting Standard (CRS)

What is CRS?

Who is reportable?

How is my tax residence defined?

How often will I need to provide this information?

What information will be reported to tax authorities?

Complaints

Who shall I contact if I have a complaint?

Corporate actions

I have heard that a company is planning a corporate action, when will MeDirect contact me about it?

What should I do if I have not received information on a corporate action I was expecting to have received by now?

How can I find out why a company has decided to undertake a corporate action?

How do I attend and/or vote at a company meeting?

How do I receive new shares or rights arising from a corporate action?

How is cash arising from a corporate action paid to me?

Are there certain corporate actions not offered by MeDirect?

How do I provide MeDirect with my instruction?

Why is the MeDirect deadline for corporate actions earlier than the company registrar deadline?

Can MeDirect advise me on which option I should take?

What happens if I miss the deadline for returning my choice of option?

Will MeDirect always have the same default election as the company registrar?

What is the difference between a mandatory and a voluntary corporate action?

What do I need to do if I hold a securities investment which is undergoing a corporate action?

Does MeDirect charge for administering corporate actions?

Debit card

What should I do if my card is lost or stolen?

How will I be contacted should there be an issue with my card?

How do I order a card?

Which account is my money debited from when I make a payment with my card?

Can I use my card internationally?

Can I make a payment with my card online?

What is my card limit?

Is the physical card contactless?

What should I do if my physical card does not work at a point-of-sale (POS) terminal or ATM?

Can I view my card details from my account?

Where can I view my card PIN?

Can I change my PIN code?

I have exceeded my attempts to enter my card’s PIN number. How do I reset it?

Can I connect my MeDirect debit card to a digital wallet?

What should I do if I do not recognise a payment made from my card account?

How do I get a replacement for a damaged card?

What should I do if my card has been swallowed by an ATM?

Can I block my card temporarily?

How do I terminate my card?

Will my old card automatically be blocked once a replacement card is ordered?

What happens if there are insufficient funds in a euro account to make a transaction in euros?

If the transaction is for GBP 100, but only GBP 90 is available, is it possible to make a partial debit in GBP?

What happens if the first authorisation with the PIN code is declined? Will the contactless feature still be activated?

GDPR: All you need to know

What does GDPR mean with regard to my rights?

Protection of your personal data

What is included in our privacy policy?

Permission to send information about promotions and/or offers

What are the conditions an organisation needs to meet to use your data?

What measures did MeDirect take to be in line with this legislation?

What does GDPR imply?

How to become a client

How do I open an account ?

Why do I have to tell you during the application process whether I am a US citizen, US resident alien or US tax resident?

Why do I have to mention during the application process if I or any of my relatives hold any public office?

I used itsme®, why am I being requested to upload my ID card?

If I opt for a Joint Account Application, do both applicants have to use the same form of verification?

Do I have to use itsme®?

How do I use itsme® to become a customer at MeDirect?

What is itsme®?

Can I open a joint account?

Can I open a individual account?

How can I switch my personal account to a joint account?

Can I open a professional account?

Can I open an account on behalf of my children or grandchildren?

Can I follow up my application to open an account?

Is a minimum amount required to open an account?

I can’t take a selfie in real time. Can I become a MeDirect client?

What is a selfie?

I did not receive an SMS code when I log in to the new website. What should I do?

What are the requirements to open an account?

What is my user name?

Are there any fees for opening an account?

Mobile App

What is the maximum daily amount that I can transfer to another bank through the Mobile App?

What is MeCode used for?

Can I edit or cancel my future-dated payments?

Why can’t I enter my BIC when making a payment?

How do I view my up-coming Me Account transactions?

Can I set up future dated payments on the app?

Why is the Payment Narrative mandatory?

What does the date represent under each transaction?

How do I change my preferred account?

Why are no accounts appearing in the “Accounts” tab?

I am trying to make a transfer, but I cannot select my account in the “To” or “From” account field?

How do I create a new beneficiary?

Why is the ‘Accept’ button greyed out on the End-User License Agreement and on the Terms & Conditions?

What is the gold star displayed near my account icon?

Why is the “Make a Payment” button greyed out?

Do the balances displayed in each of my accounts represent my Actual Balance or my Available Balance?

What is the preferred account?

My fingerprint scanner or facial recognition are not working. What should I do?

Is the MeDirect Mobile App secure?

How can I switch off my fingerprint or facial recognition?

Can I use my fingerprint or facial recognition to log in to the MeDirect Mobile App?

How many devices can I pair the app with?

Will my app session time out?

What shall I do if I change or lose my mobile device?

What shall I do if my mobile is stolen?

What does the ‘Unpair device’ option mean?

What shall I do if I forget my passcode or if I lock my MeDirect Mobile App?

How do I change my passcode?

How many accounts can I register on one mobile device?

What does the ‘pair device’ option mean and ow can I pair my MeDirect Mobile App to my MeDirect Internet Banking?

What will my passcode upon registration be used for?

Why do all numbers highlight when pressing a digit?

After how many incorrect login attempts will be access to MeDirect Mobile App be locked?

What is MeDirect Mobile Banking?

Can I use MeDirect’s internet banking without the app?

How do I download the MeDirect Mobile App?

Is the MeDirect Mobile App compatible with all mobile devices?

Who can use the MeDirect Mobile App?

What services are available via the MeDirect Mobile App?

Model Portfolios

Can I withdraw an amount from my Model Portfolio?

Can I sell my Model Portfolio in one go?

How are these transactions carried out for my Model Portfolio?

Can I add an additional amount to my Model Portfolio?

What order types are available?

When will the monthly contributions be executed?

Do the Model Portfolios have a specific risk profile?

How and when is the dividend payment of the Regular Income Model Portfolio?

Do I also get advice with the Model Portfolios?

Can I invest in multiple Investment Portfolios?

What costs are there for my Model Portfolio?

How will the monthly contributions be executed exactly?

Can I change the amount and frequency of monthly contribution?

How to buy and sell funds in your Model Portfolio ?

Am I obliged to keep my Model Portfolio in its original state?

What is the minimum amount to invest in a Model portfolio?

How can I invest in a model portfolio?

What are the criteria for the selection of funds?

What is a model portfolio?

Can I deposit a monthly amount in my Model Portfolio?

Morningstar

What are the selection criteria of funds for the Model Portfolio and the Best of Ideas Funds?

What is the Morningstar Rating for stocks?

What is the quantitative Fair Value Estimate for stocks?

What is the Quantitative Economic Moat for stocks?

Who is Morningstar?

What is the Morningstar Star Rating?

What is the Morningstar Medialist Rating?

What is the SRRI rating?

Mutual Funds

What is the Ongoing Charge?

When will my fund order be executed?

My fund order remains ‘pending’. Why does it take so long?

What is the minimum amount to invest in funds?

What are the costs?

Can I invest in funds with a foreign currency?

Can I cancel a fund order?

How does MeDirect make any money if it does not charge an entry fee?

Can I transfer my existing portfolio of assets to MeDirect?

Which mutual funds can be traded on the MeDirect trading platform?

Can I request to add a fund to the universe of tradable securities of MeDirect?

PSDII – Application Programming Interfaces (APIs)

Where can third party developers find more information about MeDirect PSD 2 APIs?

Safety

How are my savings protected?

How are my securities protected?

Is it possible to change my security and contact details?

How can I request my login data again?

How can I register for online banking?

What does MeDirect do to guarantee the security of online banking?

What can I do to guarantee the security of online banking?

How can I be sure that my investments are protected no matter what happens to MeDirect?

Tax matters & legislation

Which data does MeDirect need to communicate to the Central Point of Contact (CPC) of the National Bank of Belgium?

Tax declaration of the income from contractual investment funds

Why does MeDirect have non-regulated savings accounts and why must I pay withholding tax on my interest?

What is the stock exchange tax?

What is a W-8BEN Form?

Does MeDirect offer foreign tax relief or foreign tax refund services?

Is the income I earn from savings and investment products subject to foreign taxes?

What is the current applicable withholding tax rate in Belgium?

What type of income or capital gain is subject to withholding tax in Belgium?

What is the annual securities accounts tax ?

Where can I find my annual securities accounts tax statement?

Investment tax: Will I automatically be charged when the average total value with MeDirect is more than one million EUR ?

Will I receive an annual securities accounts tax statement when I close a securities account?

Trading platform

Can I cancel an order that I have submitted?

Can I settle a trade with a different currency than the currency of denomination of the security?

How do I place a limit order, by taking the tick size in consideration?

Are the prices quoted real time?

How can I track the performance of the securities in my portfolio?

Can I trade or transfer securities that are not currently offered on MeDirect trading platform?

Which ETFs can be traded on MeDirect trading platform?

Which bonds can be traded on the MeDirect trading platform?

Which stock markets can I invest on using the MeDirect trading platform?

How do I place an order?

Can I request to add an equity or a tracker to the universe of tradable securities of MeDirect?

Transfer of assets to MeDirect

Which securities I cannot transfer to MeDirect?

What are the steps for transferring my portfolio?

What are the fees for transferring a portfolio to MeDirect?

Wealth management

Do I need specialist knowledge in order to use MeDirect wealth management tools?

How can I benefit from wealth management?

What is a risk profile?

My portfolio has fallen in value; why don’t you take any action?

My portfolio is not performing very well while I have a portfolio at another bank which has been performing a lot better over exact same period. Why is that?

What is the minimum amount I have to invest in my portfolio?

Can I change the amount of the monthly contribution?

Can I add an additional amount to my Wealth Management Portfolio?

How are these transactions executed for my Wealth Management Portfolio?

How can I put my financial plan into action?

Does MeDirect offer investment advice?

Can I withdraw an amount from my Wealth Management Portfolio?

Why do I have to answer certain questions in order to get a financial plan?

Can I sell my Wealth Management Portfolio in one go?

How much do you charge for providing wealth management services?

Who is MeDirect?

Is MeDirect a Belgian bank?