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Frequently Asked Questions about the Wallet

General

  • Which smartphones are compatible with the Wallet?

    The Wallet is only available for Android smartphones. The device must meet the following requirements:
    • Android version 5.0 or above
    • An NFC antenna
    • Internet connection. 
    Note: you can make as many as 10 Wallet payments while offline. For your next payment, however, you will need to be connected to the internet. The app will issue a notification when you have used up your 10 offline payments. 

    The app is not available for the following devices: ASUS ZenFone 2, ASUS ZenFone C, ASUS ZenFone Zoom, Elephone P9000, HTC One M7, HTC One M8 and Huawei Ascend P7.

  • How can I tell whether or not my phone has an NFC antenna?

    • Go to 'Settings' on your phone.
    • Is there an 'NFC settings' menu option? (The name of this menu option may differ depending on your phone).
      - If so, your telephone has an NFC antenna. This means you can use the Wallet.
      - If not, your telephone doesn’t have an NFC antenna. Unfortunately, this means that you cannot use the Wallet. 

  • How can I tell which Android version I have on my phone?

    • Go to 'Settings' on your phone.
    • Select 'About the phone'. The name of this menu option may differ depending on your phone.
    • The version number is specified under ‘Android version’. You can use the Wallet if your telephone runs Android version 5.0 or above.

  • Can I use the Wallet on my iPhone?

    The Wallet is currently only available for Android phones. Apple has not yet granted third parties (such as ABN AMRO) access to use the NFC antennas on iPhones.

  • What should I do if my device is lost or stolen?

    • Contact us immediately on 0900 - 81 70 (explanation of the rates).
    • We will then proceed to delete the mobile debit card from your phone remotely.
    • Also contact your provider immediately to have them block your phone.
    • Recovered your phone? Repeat the steps for configuration of the Wallet and creation of your mobile debit card.

  • What should I do if I get a new phone?

    You can use the Wallet app on a maximum of 2 devices. Do you want to keep the app on your old phone?

    If you don't want to keep using the Wallet on your old phone: 
  • Can I temporarily disable the Wallet?

    Unfortunately, it is currently not yet possible to temporarily disable the Wallet. If you do want to disable mobile contactless payments, there are two ways in which you can do so:

    • Disable the NFC antenna. To do this, open your phone's 'Settings' and select 'NFC settings'. Please note: with the NFC antenna disabled, other apps will not be able to use the NFC antenna either. 
    • Delete the app. Open the Wallet and first delete your mobile debit card. You will then be able to delete the app.
  • What do I do when I accidentally deleted my Wallet?

Configuring your Wallet and creating a mobile debit card

  • How many mobile debit cards (Mobiele Betaalpassen) can I create in the Wallet?

    You can use the Wallet on a maximum of 2 devices. For each Wallet, you can create one mobile debit card (Mobiele Betaalpas). You could, for example, use your joint account on your private phone and your other account on your work phone.

  • What should I do if my telephone cannot read my debit card?

    If your telephone is unable to read your debit card (Betaalpas), proceed as follows:
    • Open the Wallet.
    • Tap 'Log in manually'.
    • You can now enter your account number and card number manually.

Payments

  • How can I make payments?

    Watch the video (in Dutch) to see how to pay using the Wallet.
    • Keep the back of your telephone as close as possible to the contactless payment logo on the payment terminal.
    • If you keep your phone in a flip cover case, make sure you flip the cover open when paying. Otherwise, the payment terminal will not be able to establish a connection with your phone's screen.
    • Keep your phone steady when making the payment.

  • Can I make contactless payments when my phone battery is dead?

    No, that's not possible. You can only use the Wallet when your phone's screen is on.

  • Can I get more time to pay after keying in my Wallet code?

    As soon as you have entered your Wallet code, a timer will appear and start to count down. The timer marks the time you have to hold your telephone up to the payment terminal. If you need more time, you can simply tap the screen. The timer will then restart the countdown.

  • I also use a Wallet app from another bank. How do I set one of my Wallets as the default?

    • Go to 'Settings' on your phone
    • Select 'NFC settings'.
    • For the 'Tap and pay' option, select the Wallet to set as the default wallet for payments.

  • Why are my payments unsuccessful?

    • Try holding your phone up to the payment terminal in different ways.
    • If you have a case or cover around your phone, try removing the case or cover. Sometimes, a case or cover may disrupt the signal from the NFC antenna.
    • If you keep your phone in a flip cover case, make sure you flip the cover open when paying. Sometimes, the phone screen goes off when you close the flip cover. To be able to pay using your Wallet, the phone screen has to be on.
    Still not working?
    • Check whether your NFC antenna is on. Go to the 'Settings' on your phone and select 'NFC settings'.
    • Hold another card with an NFC antenna against the telephone, such as your plastic debit card or your public transport chip card. Check to see if your phone detects the card. If not, your NFC antenna is probably faulty.

    Still not working?
    • If you recently received a new plastic debit card, you may need to activate it first.
    • Then try again to see whether you can make payments.
    If you still cannot get it to work, please call one of our staff on 0900 - 00 24 (usual call charges apply).

  • Why do I get the ‘NFC read error’ message?

    Do you keep any other cards in your phone case? Such as your plastic debit card, your public transport chip card or an access badge? This message means that the payment terminal doesn't know which card to read.

  • How can I tell whether I've paid using my plastic debit card or using the Wallet?

    Your transactions will show the number of the card used for a payment. Check the bottom right corner of your plastic debit card for the card number. The mobile debit card used for Wallet payments also has a unique card number. There are two ways to find the number of your mobile debit card:

    • In the Wallet.
      Open the Wallet. This will display an image of your mobile debit card. You can find the card number in the bottom right corner. 
    • In Internet Banking.
      Go to 'Manage' and select 'All your products'. Next, click the magnifying glass for 'Cards' in the 'Payment services' menu. 
    If you are unable to find the card number in the Wallet, go to 'Settings' > 'Manage cards' in the Wallet and first delete your mobile debit card. This will take you back to the start screen. Follow the steps and create a new mobile debit card. The card number will now be shown.

Wallet code

  • Can I change my Wallet code?

    It is currently not yet possible for you to change your Wallet code. If you really want to use a different Wallet code: 

    Please note: for security reasons, you can only create a new mobile debit card for the same account number on a maximum of 2 occasions within a 24-hour period.

  • What should I do if I have forgotten my Wallet code?

    If you enter an incorrect Wallet code 3 times, your Wallet will be blocked. Unblocking your Wallet is not yet possible.

    Please note: for security reasons, you can only create a new mobile debit card for the same account number on a maximum of 2 occasions within a 24-hour period.

  • How do I configure my Wallet to require the Wallet code for all payments?

    If you also want to use your Wallet code when paying for purchases of under € 25,-, you can proceed as follows:

    • Open the Wallet.
    • Go to 'Settings'.
    • Select 'Request Wallet code'.
    • Tick the box for the option to use the Wallet code for all payments.

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