Your frequently asked questions about payments

To activate your card, you must make an in-store purchase or withdraw cash from an ATM. 

You cannot use the contactless function for your first transaction, as the PIN is required.

You can change your PIN at any BGL BNP Paribas ATM. If you want to change your credit card PIN, it’s possible to do so using other ATM networks in Luxembourg.

Have you forgotten your payment card PIN? You can now find it back in your Web Banking app.
To view your credit card PIN in the Web Banking app:

1. In the menu on the left hand side, select accounts and then in the dark green menu bar, select cards
   
2. Select the relevant card and then tap on the management tab
   
3. Choose the “Display PIN” feature
4. LuxTrust authentication will be required
5. Your PIN will be visible for 5 seconds.
    

This operation can be repeated as many times as necessary.
If you want to change your card PIN, you can do so at our ATMs.

Credit cards are used in conjunction with debit cards. If you prefer payments to be debited directly from your account, use your Visa Debit card. However, if you want to defer your expenses and pay them off in one go, opt for our credit card range.

For withdrawals via the ATM network in Luxembourg and Europe, we recommend that you use your Visa Debit card in order to limit any withdrawal fees.

If a payment is refused, you may have reached your card limit. You can change your card limit online via the Web Banking site or app, or by calling Client Service on (+352) 42 42 2000.

Contact our Client Service on (+352) 42 42 2000.

On Web Banking, you can access your E-documents under “PDF statements, notices and contracts” on the right-hand side.

In your Web Banking, go to “Accounts” and click on your credit card to find out your card limit and view other important information including:

• A list of your payments
  
• Your statement periods
  
• The next debit date
  
• Your card information (card limit, expiry date, etc.)

You can increase your credit card limit yourself on the Web Banking site or on the app.

This increase is instant and secure, and lasts for 30 days.

If you need to increase your limit permanently, please contact your advisor in order to define the limits that best suit your personal situation.

Call this number immediately to block your card: (+352) 49 10 10. You must also report your cards as stolen to the police within 24 hours.

If you notice a suspicious transaction on your card, first let Worldline Financial Services (Europe) S.A. know by calling (+352) 49 10 10, available 7 days a week, so that they can block your bank card and prevent further fraudulent use.

You should then contact your bank to let it know which transactions weren’t made by you.

Generally, you won’t need to do anything at all. You should receive your new card three weeks before your current one is due to expire. If you don’t receive it, please contact our Client Service on (+352) 42 42 2000.

Submit a claim and activate your cover with our partner, Europ Assistance:  

• in an emergency, simply call the phone number on the back of your card
• go to assur-lux.spb.eu to make a claim, obtain information or ask a question
• send an email to gestionsinistres@europ-assistance.be (+352) 27 30 21 30
• write a letter to SPB Assurances
  
  Cartes BGL BNP Paribas World Mastercard
   CS 90 000
   F-76095 Le Havre Cedex – France
   

To benefit from the insurance linked to your card, the goods or services must have been paid for with the credit card itself.

To benefit from the assistance solutions offered with your card, simply being a card owner is enough to cover you and your family.

It is entirely possible to take cash out abroad using your bank card. Some 52,000 ATMs in over 50 countries offer this exclusive service for BGL BNP Paribas cards.

When travelling abroad, be sure to take cash out at one of the Global Alliance or BNP Paribas Global Network partner bank ATMs. This way, you’ll benefit from the same withdrawal terms as in Luxembourg.

For ATM withdrawals in Luxembourg and Europe, we suggest you use your debit card to limit any fees.
 

Fees for payments in foreign currencies are based on a daily exchange rate applied by Visa/Mastercard and a bank fee applied to non-euro transactions (between 0.4% and 1.25%).

Apple Pay lets you make easy and secure payments on your iPhone, iPad, Apple Watch or Mac, in-store, in apps and online.
Apple Pay is easier to use than your bank card – and safer.

To use Apple Pay, you’ll need:

• A compatible Apple device and your iCloud login details.
• The latest version of iOS, watchOS or macOS.
• Your active BGL BNP Paribas card.A mobile number, as it appears in your bank details.

The bank card you wish to register must be activated.
To activate your new BGL BNP Paribas bank card, simply make a withdrawal or in-store purchase.

Yes, Apple Pay is a free service.

Apple Pay is easy to use and works with your everyday Apple devices. You can make secure in-store, app and online purchases.

1. Open the Web Banking app.

2. Select “Apple Pay” in the Menu. Select the card you want to add.

3. Choose your preferred Apple device.

4. Read the General Terms and Conditions and tap “Accept”.

5. Log in to confirm that you are the legitimate cardholder.
You can then choose from three options:
use an SMS code, e-mail1 or call our Client Service on (+352) 4242-2000, Monday to Friday from  8.00am to 6.00pm.

You can now use this card to pay with Apple[1} {2]Pay on your iPhone.

Note¹: your phone number and e-mail address must already be added to your bank details.

1. Open the Wallet app on your iPhone.

2. Tap the + symbol, found in the top right-hand corner.

3. Scan your card, check the details and add the expiry date and security code.

4. Read the General Terms and Conditions and click “Accept”.

5. Log in to confirm that you are the legitimate cardholder. You can then choose from three options: use an SMS code, e-mail¹ or call (+352) 4242-2000, Monday to Friday from 8.00am to 6.00pm

Note¹: your phone number and e-mail address must already be added to your bank details

1. Open the Apple Watch app on your iPhone.
2. Tap “My Watch” > “Wallet and Apple Pay” > “Add Card”.
3. Next, unlock your Apple Watch and tap “Continue” on your iPhone.
4. Follow the Apple Pay activation procedure for iPhone (previous question).

1. Head to Settings > Wallet and Apple Pay.
2. Tap “Add Card” (only credit cards will be available).
3. Follow the Apple Pay activation procedure.

On MacBook Pro with Touch ID:

1. Open “System preferences” > “Wallet and Apple Pay”.
2. Tap “Add Card” (only credit cards will be available).
3. Follow the Apple Pay activation procedure.

On other Mac models:

To use Apple Pay with other Mac models, your iPhone or Apple Watch must be compatible with Apple Pay.

1. Check that you’re logged in with the same Apple ID on both devices, and that Bluetooth is activated on your Mac.
2. On your iPhone, go to “Settings” > “Wallet and Apple Pay” and tap “Authorise payments on Mac”.

Yes, you can register a payment card on multiple devices in your Web Banking app or in Apple Wallet.

The BGL BNP Paribas cards compatible with Apple Pay include:

• V PAY
  
• Visa Classic
  
• Visa Business
  
• Mastercard Gold
  
• Mastercard Platinum
  
• Mastercard Elite
  
• Mastercard Silver Business
  

The first card you add to Apple Pay will be your default card.

The first card you add to Apple Pay will be your default card.

To change it:

• On iPhone:
  Open the Wallet app.
  Select the card you want to make the new default card and slide it to the top of the list.
  
  
• On iPad:
  Open “Settings” > “Wallet and Apple Pay”.
  Tap “Default card”. Select a new card.
  
  
• On Apple Watch:
  Tap on the “My Watch” tab > “Wallet and Apple Pay” > “Default card”. Select a new card.
  
  
• On MacBook Pro with Touch ID:
  Open “System preferences” > “Wallet and Apple Pay”. Select a new card in the “Default card” menu.
  
  

Yes, activating the Apple Pay service has no impact on the use of your physical card. You can therefore pay using your physical bank card as well as Apple Pay.

No, your device must be switched on in order to make purchases. You must be able to interact with your Apple device to be able to identify yourself.

Yes. Whenever you make purchases with Apple Pay, you’ll continue to benefit from all of your card’s offers and services, including insurance and assistance.

• On iPhone:
  

1. Open the Wallet app.
2. Select the card you want to delete, then tap the blue icon in the bottom right-hand corner.
3. On the next page, scroll to the bottom and select “Delete card”.

• On iPad :
  

1. Open “Settings” > “Wallet and Apple Pay”.
2. Select the card you want to delete, then tap “Delete card”.

• On Apple Watch :
  

1. Open the Apple Watch app on your iPhone.
2. Tap on the “My Watch” tab, scroll down and select “Wallet and Apple Pay”.
3. Next, select the card you want to delete, then tap “Delete card”.

1. Open the Wallet app.
2. Select a card.
3. Tap the button (bottom right).
4.  Select Transactions.

Only the last 10 Apple Pay payments can be viewed in the iPhone Wallet.

The full history of your Apple Pay payments can be found on Web Banking or in your account statements (without any specific mention of Apple Pay).

No, you’ll never be required to enter your PIN at an in-store payment terminal, whatever the amount. Payment identification is secure thanks to Touch ID (fingerprint recognition), Face ID (facial recognition) or your access code.

You can use Apple Pay in stores displaying the Apple Pay icon or the contactless payment symbol. You can view them on the dedicated Apple Pay section of our website.

On Apps and online using Safari, look for the “Pay with Apple Pay” button or “Apple Pay” under payment methods.

Yes, Apple Pay lets you make mobile payments in all stores that display the Apple Pay icon or contactless payment symbol.

• On your iPhone with Face ID:

To make a purchase using your default card, press the side button on your device twice.

To use another card, press the side button twice, tap your default card and select another card. Next, use your iPhone to identify yourself using Face ID or enter your access code. Place your iPhone near the payment terminal until the message “Approved” is displayed and a tick appears on your iPhone.

Or even easier, watch this video for guidance.

• On your iPhone with Touch ID:

To make a purchase with your default card, place your iPhone near the payment terminal and place your finger on the Home button to identify yourself using Touch ID.
Wait for the “Approved” message, and a tick will appear on your iPhone

To use a different card, place your iPhone near the payment terminal without touching the Home button.
When your default card appears, tap it and select another.
Place your finger on the Home button to pay.

Or even easier, watch this video for guidance.

• On your Apple Watch:
  

To make a purchase using your default card, press the side button twice and position your Apple Watch screen near the payment terminal. Wait until you feel a slight vibration. To use another card, press the side button twice. Then swipe the screen left or right to select another card.

Using your iPhone, iPad or Mac, you can use Apple Pay with your credit card to make app purchases. Tap the Apple Pay button or select Apple Pay as the payment method. The first time, you’ll be asked to enter your billing and contact details.

Confirm payment using Touch ID or Face ID. For future payments, Apple Pay will automatically fill in your billing and contact details so that you no longer have to confirm payment.

Using your iPhone, iPad or Mac, you can use Apple Pay with your credit card to make online purchases in Safari.
Tap the Apple Pay button or select Apple Pay as the payment method. The first time, you’ll be asked to enter your billing and contact details.

Confirm payment using Touch ID or Face ID. For future payments, Apple Pay will automatically fill in your billing and contact details so that you no longer have to confirm payment.

The maximum Apple Pay amount depends on your bank card limit. You can check or change this amount at any time from your Web Banking client area.

By default, you’ll automatically receive notifications from your Wallet app for each payment, cancellation or refund made using Apple Pay.

You can turn notifications off by heading to Settings > Wallet and Apple Pay > Select a card > Card Notifications, or by clicking on “Information” in the Wallet app.

If you disable notifications, you’ll no longer be able to see your transaction history in the Wallet app.

If a payment was initiated but not completed (problem with the payment terminal, payment refused by bank, etc.), it will be crossed out in the Wallet app transaction history on your device.

An Apple Pay payment is just as secure as a payment made using a traditional debit or credit card. For all transactions completed with your iPhone, iPad or Mac, you must identify yourself with Face ID, Touch ID or your access code. Your Apple Watch is protected by an access code that only you know, and is required every time you use Apple Pay.

Your card number and personal details are not disclosed to the seller. They aren’t stored on your device or Apple servers, either.

When making payments in an app or on a website opened in Safari, the only information the seller receives is the name, e-mail address and billing/delivery address provided during the purchase. Apple Pay stores anonymous information about the transaction, such as approximate purchase amounts. This information cannot be linked to your identity and never includes the contents of your purchases. Apps that include Apple Pay must have a privacy policy explaining how they use data. This policy must be freely available.

Yes, contactless payments cannot be made with Apple Pay if your device is locked. You can only pay once the device has identified you via your fingerprint, a scan of your face, skin contact or your secret code.
 

If you replace your device, you’ll need to register your payment card again. Remember to delete your cards on Apple Pay if you are getting a new iPhone or iPad. You can use iCloud to delete all of your registered cards, even if you no longer have your device.

No, it’s impossible to make an Apple Pay payment without your approval. You have to place your iPhone at least 4 cm from the store’s payment terminal to be able to use Apple Pay. Then, place your finger on Touch ID to validate it.

On iPhone X with Face ID, to authorise a contactless payment (in-store), you must confirm your wish to pay by pressing the side button of your device twice. Next, identify yourself using Face ID before hovering your phone in front of the store’s payment terminal.

To authorise an in-app or online payment, you must confirm your intention to pay by pressing the side button on your phone twice. Next, identify yourself using FaceID.
If the Apple Pay transaction isn’t complete 60 seconds after pressing the side button, you’ll need to reconfirm your intention to pay by pressing the button twice, for a second time.

On Apple Watch, press the side button of your watch twice and place the watch screen within 4 cm of the payment terminal.

All Apple Pay data will be deleted from your Apple Watch.  

You’ve been redirected to an answering machine during activation as the bank does not have your mobile phone number on file, which is required in order to register your card with Apple Pay.

You can provide your current mobile number to the BGL BNP Paribas Client Service by sending a message from Web Banking secure messaging, or by calling +352 4242-2000 Monday to Friday, from 8.00am to 6.00pm.

If you don’t receive the authentication SMS when adding your card to Apple Pay, it’s possible your phone number is no longer valid.

You can provide your current mobile number to the BGL BNP Paribas Client Service by sending a message from Web Banking secure messaging, or by calling +352 4242-2000 Monday to Friday, from  8.00am to 6.00pm.

With Apple Pay, you confirm every single purchase using Face ID, Touch ID or your access code. This stops others from using Apple Pay on your devices. You can go to your Apple login page or use the “Find my iPhone” app to temporarily or permanently disable Apple Pay payments on this device. Your cards will be blocked or deleted from Apple Pay, even if the device is offline and not connected to a Wi-Fi or mobile data network.

You can also contact Worldline Financial Services (Europe) S.A. directly on (+352) 49 10 10 (open 24/7) to block or delete cards registered with Apple Pay.

Payconiq is a mobile payment solution. You can download it for free from the App Store or Google Play. It is available for use by anyone with an Android or iPhone smartphone. The major advantage of this solution is that it is directly linked to your bank account, meaning that you don’t need to top it up. Payments are made by transfer and are free.

With Payconiq you can make free, easy and secure payments (both invoices and purchases) directly from your bank account using your smartphone, online or at partner sales outlets.

Payconiq can be used for payments in Luxembourg, Belgium and the Netherlands.

• peer to peer ;
  
• at the point of sale (e.g. Cora, Batiself) ;
  
• online, using a computer or smartphone (e.g. www.luxcaddy.lu, www.foostix.lu) ;
  
• with invoices that include the Payconiq QR code (e.g. Foyer, Lalux, Leo, Ville de Luxembourg, etc.).

The Payconiq payment solution enables your smartphone to retrieve the necessary payment data and make a credit transfer from your bank account to the store’s.
 

Download the Payconiq app on your smartphone, then activate it in Web Banking under "Payment"

Anyone with a euro bank account who has internet access or mobile banking set up for this account.

You can use Payconiq at all stores and outlets that accept it as a payment method. The logo will usually be displayed next to the cash register and/or at the entrance. You can also pay invoices with the Payconiq QR code and shop online with participating e-commerce sites.

Transactions are free for users who pay, transfer or receive money with Payconiq.

Once your Payconiq transaction has been approved, a payment confirmation message appears on your smartphone screen and a corresponding confirmation is sent to the store.

If there is a problem, an error message will appear on your screen and the transaction will be cancelled.

You can view your Payconiq payment history at any time within the app itself or in Web Banking.

The infrastructure meets stringent security and encryption standards relating to mobile payments. You confirm every payment using your Payconiq PIN or your digital fingerprint.

Payconiq QR codes and data issued by the Payconiq Beacon terminals contain the information required for each payment, however this freely-accessible information is not confidential.

Bank transfers allow you to send amounts directly from one account to another, without having to use a payment method (bank card, cheque, etc).

A direct debit is an arrangement under which a third party is authorised to instruct a bank to transfer a cash sum out of a bank account, or pay money into it. The bank will execute the transaction on the date agreed between the client and the third party. The direct debit amount can vary.

When salary payments are made by direct debit, employers are instructed to transfer the employee’s salary to their bank account. Direct debits can also be used to authorise automatic payment of water or electricity bills.

A one-off transfer is a transfer that only happens once, for a specific transaction. Standing orders are automatic and repeated transfers in the same amount, on the same date and to the same beneficiary each week, month or year.

The transaction date is the date on which a debit or credit transaction is carried out on the bank account.

The International Bank Account Number (IBAN) is an international standard ensuring the uniform structure of account numbers. Its goal is to make transfers in Europe faster and more secure.

This bank account number structure has been set up for cross-border transfers between several European countries. Every bank account number in Europe has an IBAN equivalent.

The BIC or Bank Identifier Code is an international identification code for your bank (also called a SWIFT code) to be stated during your cross-border transfers. For example, the BIC for BGL BNP Paribas is BGLLLULL.

To find a slip containing all of your bank account details (known as a “RIB” in French), log on to Web Banking.

Head to “Accounts” and click on the menu of the account you need the details of.

To make a transfer, log on to Web Banking. Under “Payment”, simply click on the icon of the same name.

You can view your list of beneficiaries on Web Banking under “Payment”. It’s also possible to add new ones. To do this, you’ll need your Token.

You can set up, change and cancel a standing order on the Web Banking platform. You’ll find a list of your standing orders under “Payment”.

Click on “Permanent” in the “List of transfers” section.

Since the replacement of domestic direct debits with European direct debits under the SEPA directive, mandate management is no longer carried out at the bank, but rather by the creditor.

To permanently cancel a direct debit, you must therefore contact the creditor.

However, it is possible to block a direct debit. Open the list of direct debits on Web Banking, under “Payment”. Then, click on the direct debit you want to block. Click on “Block direct debit”.

A credit card is a payment method tied to your bank account. You can use it to make transactions during a given period, after which the total amount spent on the card will be fully or partially debited from your account.

If you choose to pay in full, no interest will be applied to the amount spent, i.e. the payment is simply deferred.

If you choose to make a partial payment, the minimum amount debited will be 10% of the total amount spent. Interest will be applied, and the total amount is paid in instalments over a longer period.

Credit cards are a widely accepted means of payment, and are extremely handy for making purchases online and abroad.
 

A debit card is a bank card directly tied to your current account. In-store purchases and withdrawals are debited from your account straight away. What’s more, your debit card lets you make free cash withdrawals in euro via the ATM networks of:

• BGL BNP Paribas;
  
• the BNP Paribas Group;
  
• its partners.
  

An automatic teller machine (ATM) allows you to withdraw or deposit cash and make credit transfers.

Contactless payment technology is used for making purchases without having to insert your bank card into a terminal.

It speeds up the payment process, thanks to terminal sensors that detect the chip in your card from a few centimetres away.

For payments of less than EUR 25, contactless cardholders don’t need to enter their PIN. For payments over EUR 25, you’ll have to enter your PIN code as usual. The daily limit for contactless payments is EUR 100.
 

The reporting date marks the end of the accounting period for your credit card expenses.

The debit date is the date on which we deduct the expenses incurred before the reporting date from the cardholder’s account.

You can find the reporting calendar for your credit cards on their dedicated page in the “Documents” section:

• Mastercard Gold
  
• Mastercard Platinum
  
• Mastercard Elite
  
• Visa Classic
  
  

A card statement lists all of the credit card transactions made during a given period. It is generated on a monthly basis.

A BGL BNP Paribas account is considered inactive after 18 months if no account transactions have been carried out by the client, if the account holder has not contacted the bank, or if they have not carried out any operations on an account opened in their name with the same institution.