Hardkey

The Hardkey is our new hardware method of authentication. This small device enables you to log in safely, to view your account and make transactions on a laptop, tablet or desktop.

How do I activate my Hardkey and link it to my account?

To activate your Hardkey, follow the instructions on this link.

What are the disadvantages of the Hardkey?

You need to have it on you.

How much time to activate a Hardkey?

We ask you to activate the Hardkey within 30 days after ordering it. If you have not received it two weeks after ordering, please contact us.

Can somebody else use my Hardkey to log in and confirm transactions?

No. A Hardkey is personal. This means that you can not lend it to partners, relatives or friends. Tip: Personalise your Hardkey with a sticker in case there are multiple Hardkey devices at your home.

What to do if a Hardkey hasn't arrived yet?

Delivery is always dependent on postal delivery times. We are sending the initial PIN code and the Hardkey separately at an interval of two to three weekdays. If there's a long delay, please contact us.

What to do if a Hardkey is not working anymore?

There are two possible scenarios:

• If you have a Softkey, please use this to log on to our transaction site. Go to 'Preferences', de-activate this old Hardkey and order a new one.
• If the Hardyey was your only authentication method, please contact us. You will be asked to identify yourself by giving details including your username.

What happens if a Hardkey gets lost or stolen?

Like a bank card this device is useless without the PIN code. Contact us. We will help you to de-activate your Hardkey and order and activate a new one. You will be asked to identify yourself by giving details including your username.

How long does the battery of a Hardkey last?

The average lifetime of a Hardkey is 5 to 7 years. When the battery is nearly empty, a message appears on the screen of your Hardkey.

Your Hardkey generated a code but still you entered several times a wrong code .

Contact us. You will be asked to identify yourself by giving details, including your username.

Can the Hardkey be used for online shopping with 3D Secure?

Yes, it does. With a Hardkey you can easily shop online with 3D Secure. Just follow the instructions on your screen and generate a code with the option 3. eCommerce'.

What to do when you lose the PIN of your Hardkey?

Contact us, as your PIN is personal and not known by Keytrade Bank.

How to change the PIN of a Hardkey?

To change the PIN code of a Hardkey:

• press "OK"
• go to "5.SETTINGS"
• press "OK"
• choose "1.CHANGE PIN"
• enter your actual PIN
• enter your new PIN

How to change the language of a Hardkey?

The standard language of a Hardkey is English. To change this into Dutch or French:

• press "OK" on your Hardkey
• go to "5.Settings"
• press "OK"
• choose the language you want
• press "OK".

How to change the text size of the Hardkey?

Once you see the code on the screen of your Hardkey, press the "Ok" button. The code will be displayed bigger.

I can't remember my HardKey code. / I forgot the PIN that I created when I received the HardKey. / I did not receive a PIN.

The PIN of your HardKey is personal and is not stored at Keytrade Bank. If you have not received the PIN or do not remember it, you must reset your HardKey.

Here's how:

• Lock your HardKey To be able to reset your HardKey and create a new PIN, you must first lock it. How do I lock my 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.
  • At this point your Hardkey is locked and shows you a lock code that you will have to give to Keytrade Bank's Customer Service.
• Unlock code To obtain your unlock code, please have your HardKey at hand and contact us. After confirming your identity, customer service will ask you for the lock code and will tell you the unlock code to be entered into the HardKey. You will then be able to create your new PIN for your HardKey. This is a 4-digit code.

What is the unlock code and why do I need to provide it?

If your HardKey asks you for this code, this means that your Hardkey is locked. In order to reactivate it, contact our customer service. First of all, we will need to identify you asking some security questions. We will then ask you for the lock code shown on your HardKey and send you the unlock code to enter into your Hardkey to unlock it.