Archives: FAQs

To view your card PIN, go to the “Cards” tab in the MeDirect app or on the Online Banking site. Then click on “Settings” followed by “Show PIN”.

You chose your PIN code when you ordered the card. If you would like to change your PIN code later, you can go to any Bancontact cashpoint and choose “Change PIN code”. You can find the nearest cashpoint here: network of cash-neutral outlets in Belgium | Bancontact. Afterwards, the PIN code will be automatically updated in your app.

We are currently working on enabling the function that connects your debit card to digital wallets like Google Pay or Apple Pay. While this feature is not yet available, it will be made possible in the future.

We are currently working on enabling the function that connects your debit card to digital wallets like Google Pay or Apple Pay. While this feature is not yet available, it will be made possible in the future

If you have identified a transaction that you did not carry out, freeze your card immediately by going to the “Cards” tab in the MeDirect app or on the Online Banking site and clicking on the “Freeze” button located just under the image of your card. You also must contact us immediately by secure message or call us on (+32) 2 887 20 05 (during office hours) or (+32) 2 887 20 04 (out of office hours).

Please note that MeDirect will never contact you via SMS, e-mail or phone for any issue related to your card. Never click on a linked received via such channel and never provide your secret code or card number. MeDirect will always contact you via secure message.

MeDirect business hours: Mon – Fri: 09:00 to 20:00 Sat: 09:00 to 14:00.

To get a replacement for a damaged card, go to the “Cards” tab in the MeDirect app or on the Online Banking site, click on “Settings” and then “Replace card” to replace your card. Make sure you invalidate your damaged physical card by cutting it into pieces.

If your card has been swallowed by an ATM, go to the “Cards” tab in the MeDirect app or on the Online Banking site and click on “Settings”. Next, tap “Replace card” to get a new card and keep your subscriptions active. Once you tap, your current card will be cancelled. Complete the flow to order the replacement card.

You may temporarily block your card by freezing it. To freeze your card, go to the “Cards” tab in the MeDirect app or on the Online Banking site and click on the “Freeze” button located just under the image of your card.

Need extra help? Feel free to contact our customer service team at (+32) 2 887 20 05 (during office hours) or (+32) 2 887 20 04 (out of office hours). To unfreeze your card, click on the “Unfreeze” button and authenticate to be able to make payments with your card again.

MeDirect business hours: Mon – Fri: 09:00 to 20:00, Sat: 09:00 to 14:00.

To terminate your card, go to the “Cards” tab in the MeDirect app or on the Online Banking site and click on the “Settings” button. The “Terminate” button can be found at the bottom of the list. This will cancel your card upon confirmation.

You will be asked to terminate your card before being given the option to order a replacement.