All you need to know about our Softkey

The SoftKey is Keytrade's software authentication method. The main feature of the SoftKey is that you only need your smartphone to access your accounts and to execute transactions. Thanks to the SoftKey, banking online will become easy, convenient and secure.

To use it, you need to activate the SoftKey within the Keytrade Bank app, by scanning a secured QR-code or confirm your identity with Itsme®.

Once a Softkey is created, you will be able to view your accounts and make transactions from your computer, laptop or mobile device (smartphone or tablet).

You can activate the SoftKey on as many devices as you want. So even if one of your devices is lost, broken or stolen, you will be able to easily create a new access to your accounts on an additional device.

How do I activate a SoftKey?

The SoftKey is an element of the Keytrade Bank app. If you have not installed the app on your smartphone or tablet, you must first download it.

• If you have an iOS device, go to the App Store and search for: 'Keytrade Bank' - 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 Bank' - Download the Keytrade Bank app. The SoftKey is built-in.

Once the download is completed, open the Keytrade Bank app and click on option 'Log in'. Follow the steps indicated in the next screens to activate your softkey.

You will be required to fill in your username (KEYTXXXXXX) and to scan the QR-code provided to you or alternatively confirm your identity with Itsme®. The scanning of this QR-code is done by using the camera of your smartphone or tablet.

How do I get a Softkey QR-code?

After a successful finalization of the onboarding process, you will be provided a Softkey QR-code via different channels:

• a letter with the Softkey QR-code, will be sent to your legal address. This letter is sent after a succesful finalization of the onboarding process and the delivery of this letter can take between 3 to 5 working days.
• in certain cases, directly after onboarding process, you will be invited via e-mail to generate a QR-code with the usage of Itsme®. By clicking on the link in the e-mail you will be redirected to a page where you will need to fill your username (KEYTXXXXXX) and confirm your identity with Itsme®. Once succesfully identified with Itsme®, a Softkey QR-code will be shown on the screen. This method requires the usage of a different device, such as a laptop/computer, from which the QR-code need to be scanned by the camera of your smatphone or tablet.
• in all cases, at any moment, by using the 'no more access'-link available on Keytrade's homepage, a Softkey QR-code can be generated with the usage of Itsme®. By clicking on the link you will be redirected to a page where you will need to fill your username (KEYTXXXXXX) and confirm your identity with Itsme®. Once succesfully identified with Itsme®, a Softkey QR-code will be shown on the screen. This method requires the usage of a different device, such as a laptop/computer, from which the QR-code need to be scanned by the camera of your smatphone or tablet.

In the case you have access to the Keytrade Bank platform via a valid Softkey. You can activate additional Softkeys on additional devices by

• loggin in on the Keytrade Bank Platform by using your valid Softkey.
• clicking on the preference icon on the top right corner and selecting 'Authentication method'.
• Click the option to add a new Softkey.
• You will be needed to sign the request with the current active Softkey which was used to log in on the Keytrade Bank platform.
• the new Softkey QR-code will be shown on the screen. This method requires the usage of a different device, such as a laptop/computer, from which the QR-code need to be scanned by the camera of your smatphone or tablet.

How to easily create a Softkey with Itsme®?

Why should I activate a SoftKey on several devices?

In case you lose the only device on which you have an activated SoftKey, you will be happy to have a spare SoftKey installed on a different device, in order to maintain continuous access to your accounts. This is the reason why we strongly advise you to install a SoftKey on several devices. You can activate additional Softkeys on additional devices by

• loggin in on the Keytrade Bank Platform by using your valid Softkey.
• clicking on the preference icon on the top right corner and selecting 'Authentication method'.
• Click the option to add a new Softkey.
• You will be needed to sign the request with the current active Softkey which was used to log in on the Keytrade Bank platform.
• the new Softkey QR-code will be shown on the screen. This method requires the usage of a different device, such as a laptop/computer, from which the QR-code need to be scanned by the camera of your smatphone or tablet.

No additional SoftKey activated and lost you unique Softkey? in all cases, at any moment, by using the 'no more access'-link available on Keytrade's homepage, a Softkey QR-code can be generated with the usage of Itsme®. By clicking on the link you will be redirected to a page where you will need to fill your username (KEYTXXXXXX) and confirm your identity with Itsme®. Once succesfully identified with Itsme®, a Softkey QR-code will be shown on the screen. This method requires the usage of a different device, such as a laptop/computer, from which the QR-code need to be scanned by the camera of your smatphone or tablet.

Why do I have to create a profile on the Keytrade Bank app?

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.

Do I need to use a mobile data packet subscription to use the SoftKey?

No. You can use the SoftKey via wifi.

What if I buy a new smartphone or tablet?

No problem! You can activate the SoftKey on as many devices as you want. So if you have a new smart device, just log in to www.keytradebank.be, using your old smartphone, and activate it on your new device.

What happens if my smartphone/tablet is lost/broken or gets stolen?

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 'Preferences' on our secured website. If you have activated the SoftKey on only one 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 Service. You can also send us an e-mail at: info@keytradebank.com. You will be asked some details including your username to identify yourself.

What do I do if I forgot the PIN for my SoftKey?

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 Service is available . You can also send us an email: info@keytradebank.com. You will be asked to provide some details, including your username to identify yourself.

Where can I change my PIN?

You can always change your PIN in the settings of your SoftKey on your smartphone or tablet. Make sure you create a secured PIN, which is not easy to crack. Do not choose your date of birth, a set of identical digits or a sequence.

I entered an incorrect PIN on my SoftKey more than once and my SoftKey is deleted.

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. You can reach our Customer Service by calling +32 2 679 90 00. You can also send us an email at: info@keytradebank.com. You will be asked to provide some details, including your username to identify yourself.

How many PINs do I have to remember?

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.

My tablet is also used by other people in my family. Is this a problem?

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.

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

No. The SoftKey is personal. So a partner, relatives or friends cannot use it to scan a secured QR code.

What if the lens on my mobile device is broken?

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.

What is the difference between a colored QR and a black and white QR?

Keytrade has chosen to work exclusively with colored QR codes "crontosign". This is a technology developed especially for the financial sector which ensures very high levels of readability and speed, even if you are using an older smart device.

Can I use the SoftKey for online shopping with 3D Secure?

Yes, you can shop online with the SoftKey with 3D Secure, following the instructions on your screen and scanning the secured QR code when it is displayed.

Can I confirm all transactions with my smartphone or tablet?

Most payments and market transactions can be confirmed with your smartphone or tablet. Only for confirming transactions with larger amounts and orders on OTC BB markets we ask you to log in on the desktop website.

Can I download the SoftKey from abroad?

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, South 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.

What should I do if I have a SoftKey and I'm switching to a new device?

Once you have the SoftKey, you can install it on multiple devices. If you are switching to a new device we ask that you log in to our secure website with your initial device, and activate a new instance of the SoftKey on your new device via your "Preferences". Afterwards you can delete your profile with the SoftKey on your initial device.

Then log in to our secured website www.keytradebank.be and go to "Preferences". There you will be able to manage your authentication methods.