Question 1

Why do banks ask a copy of my identity card?

Accepted Answer

Well, basically because it is a legal requirement. According to European and Belgian laws, and in particular the law to prevent money-laundering and terrorism financing, all financial service providers in the large sense (i.e.: banks, insurance companies, accountants and so forth) are indeed under the obligation of ‘knowing their customers'. One of the consequences of these regulations is that service providers are required to establish the identity of their clients.
KYC is a very strict regulation. If a financial institution is not in possession of accurate data, it is obliged to take appropriate measures, which means: blocking the account and even ending the relationship with the customer if necessary. It is therefore of the upmost importance that the necessary data are provided as quickly as possible. Fortunately, new technology can streamline the process: by means of the web banking application, you can upload the data stored on the microchip of your electronic ID yourself. However, if you prefer to send us a printed copy of your microchip data, you are welcome do so as well.

Question 2

Which portfolios can I consult?

Accepted Answer

You can consult all portfolios for which you are mandated.  If some portfolios nevertheless are not displayed on your screen, please contact our Digital Care Service:
By phone: +352 45 35 45 27 27
By email: digitalcare@degroofpetercam.lu
From Monday to Friday: 9am – 5.30pm

Question 3

After five false attempts, my digipass has been blocked. What should I do?

Accepted Answer

If your pin code has been blocked, please contact our Digital Care Service: 
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

For safety reasons, we block your My Degroof Petercam profile. This means that you will no longer have access to the My Degroof Petercam app via your smartphone or PC.

Question 4

My digipass (box) is broken or the battery is dead. How do I order a new one?

Accepted Answer

Effective immediately, Degroof Petercam is working with the ‘Itsme’ app to replace our ‘digipass’. You now have to log into your My Degroof Petercam account with ‘Itsme’.

If you don’t have ‘Itsme’ on your smartphone yet, you need to install the app first. You can find out how here. Then, as soon as you have created your ‘Itsme’ account, register at My Degroof Petercam. You can also contact our Digital Care Team directly:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 5

How do I change my correspondence address?

Accepted Answer

If you wish to change your address, you must submit recent (no more than 1 year old) documentation of your new address to your relationship manager. An example of a proof of legal address is a copy of your identity card or the header of your tax return.

Question 6

How do I change my e-mail address?

Accepted Answer

You can view your email address in the settings of your account in My Degroof Petercam.  If you want to change your e-mail address, please contact our Digital Care Team or your relationship manager:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 7

I have a question about a death

Accepted Answer

Please contact your account manager directly if you have any questions concerning deaths.

Question 8

How can I request access, register for and create an account on My Degroof Petercam?

Accepted Answer

If you do not yet have access to My Degroof Petercam, you can request it on our login page via ‘Itsme’ by clicking on ‘request access’ in the top right corner. After 24 hours your access will be active and you will be able to log in with ‘Itsme’ on My Degroof Petercam.  If you have any questions about requesting access to My Degroof Petercam, please contact our Digital Care Team at: By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com 
From Monday to Friday: 8am – 6pm

Question 9

I can no longer log into my My Degroof Petercam account with the Digipass. What do I need to do?

Accepted Answer

If you encounter problems with your Digipass, please do not hesitate to contact our Digital Care Team at: By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 10

What is "Itsme"?

Accepted Answer

‘Itsme’ is a secure, easy-to-use, environmentally friendly app that is used by the government and many other (financial) institutions to identify themselves. Signing up and logging in to My Degroof Petercam is now managed via ‘Itsme’ and no longer with the digipass.

‘Itsme’ is a secure, easy-to-use, environmentally friendly app on your smartphone that acts as your digital ID. ‘Itsme’ is used by the government and many other financial institutions, among other entities, to sign documents and identify themselves.

Question 11

I created a My Degroof Petercam account through the ‘Itsme’ app. When can I log in or register?

Accepted Answer

When you have requested access to My Degroof Petercam via ‘Itsme’, it takes 24 hours before you have access or can log in with ‘Itsme’ to My Degroof Petercam. If you have problems logging on, please contact our Digital Care Team:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 12

How do I log in via ‘Itsme’?

Accepted Answer

If you have not yet started using ‘Itsme’, you first need to download and set up the app. More information can be found here. Do you already use My Degroof Petercam? Then you can log in directly with
your ‘Itsme’. Are you not yet a user of My Degroof Petercam? The first step is to request
access at the top right of the login page. After 24 hours your access will be active and you will be able to log in with ‘Itsme’ on My Degroof Petercam. 
If you encounter any problems, please do not hesitate to contact our Digital Care Team at:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 13

I have a technical problem with ‘Itsme’. Who can I contact?

Accepted Answer

Please contact ‘Itsme’ customer service if you have a problem with the app.

If you have a problem logging on to My Degroof Petercam via our website or app,
you can contact our Digital Care Team at:

By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 14

Will I receive a confirmation e-mail after I create my My Degroof Petercam account via the ‘Itsme’ app?

Accepted Answer

If you are a new customer or have just opened a new account, you will receive an email once your account has been opened. From that moment on, you can log in with your ‘Itsme’ app. If you are already a client and have requested access to My Degroof Petercam on our website, you will not receive a confirmation e-mail. If you have questions or problems, please contact our Digital Care Team:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 15

Do I get immediate access to My Degroof Petercam when I create an account via the ‘Itsme’ app?

Accepted Answer

When you have requested access to My Degroof Petercam via ‘Itsme’, it takes 24 hours before you have access or can log in with ‘Itsme’ to My Degroof Petercam. If you have problems accessing the site or logging in, please contact our Digital Care Team:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 16

Do I see the performances of my portfolios in real-time?

Accepted Answer

No. What you see are the performances from the day before.

Question 17

What is discrete mode?

Accepted Answer

Discrete mode allows you to hide confidential information, such as the current value of your portfolios. As long as you keep your finger on the ‘eye’, you will be able to see this confidential information. Once you let go, the app automatically turns into discrete mode.

Question 18

How to generate a digicode?

Accepted Answer

Your digipass is black: Activate the digipass by pressing ◀  Select the IDENTIFICATION mode by pressing on "I" Enter your pin code and validate it by pressing on ◀ An 8-digit number will appear on your screen. You successfully generated a digicode Your digipass is white: Activate your digipass by pressing OK during a couple of seconds. The screen of your digipass will light up and the message WELCOME will appear, followed by 1. LOGIN. Select the LOGIN mode by pressing OK. Enter your pin code and validate it by pressing OK. An 8-digit number will appear on your screen. You successfully generated a digicode.

Question 19

How can I transfer money to my My Degroof Petercam?

Accepted Answer

Please contact your account manager directly if you have any questions concerning transfers.

Question 20

Why do banks ask a copy of my identity card?

Accepted Answer

Well, basically because it is a legal requirement. According to European and Belgian laws, and in particular the law to prevent money-laundering and terrorism financing, all financial service providers in the large sense (i.e.: banks, insurance companies, accountants and so forth) are indeed under the obligation of ‘knowing their customers'. One of the consequences of these regulations is that service providers are required to establish the identity of their clients.
KYC is a very strict regulation. If a financial institution is not in possession of accurate data, it is obliged to take appropriate measures, which means: blocking the account and even ending the relationship with the customer if necessary. It is therefore of the upmost importance that the necessary data are provided as quickly as possible. Fortunately, new technology can streamline the process: by means of the web banking application, you can upload the data stored on the microchip of your electronic ID yourself. However, if you prefer to send us a printed copy of your microchip data, you are welcome do so as well.

Question 21

Which portfolios can I consult?

Accepted Answer

You can consult all portfolios for which you are mandated.  If some portfolios nevertheless are not displayed on your screen, please contact our Digital Care Service:
By phone: +352 45 35 45 27 27
By email: digitalcare@degroofpetercam.lu
From Monday to Friday: 9am – 5.30pm

Question 22

After five false attempts, my digipass has been blocked. What should I do?

Accepted Answer

If your pin code has been blocked, please contact our Digital Care Service: 
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

For safety reasons, we block your My Degroof Petercam profile. This means that you will no longer have access to the My Degroof Petercam app via your smartphone or PC.

Question 23

My digipass (box) is broken or the battery is dead. How do I order a new one?

Accepted Answer

Effective immediately, Degroof Petercam is working with the ‘Itsme’ app to replace our ‘digipass’. You now have to log into your My Degroof Petercam account with ‘Itsme’.

If you don’t have ‘Itsme’ on your smartphone yet, you need to install the app first. You can find out how here. Then, as soon as you have created your ‘Itsme’ account, register at My Degroof Petercam. You can also contact our Digital Care Team directly:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 24

How do I change my correspondence address?

Accepted Answer

If you wish to change your address, you must submit recent (no more than 1 year old) documentation of your new address to your relationship manager. An example of a proof of legal address is a copy of your identity card or the header of your tax return.

Question 25

How do I change my e-mail address?

Accepted Answer

You can view your email address in the settings of your account in My Degroof Petercam.  If you want to change your e-mail address, please contact our Digital Care Team or your relationship manager:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 26

I have a question about a death

Accepted Answer

Please contact your account manager directly if you have any questions concerning deaths.

Question 27

How can I request access, register for and create an account on My Degroof Petercam?

Accepted Answer

If you do not yet have access to My Degroof Petercam, you can request it on our login page via ‘Itsme’ by clicking on ‘request access’ in the top right corner. After 24 hours your access will be active and you will be able to log in with ‘Itsme’ on My Degroof Petercam.  If you have any questions about requesting access to My Degroof Petercam, please contact our Digital Care Team at: By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com 
From Monday to Friday: 8am – 6pm

Question 28

I can no longer log into my My Degroof Petercam account with the Digipass. What do I need to do?

Accepted Answer

If you encounter problems with your Digipass, please do not hesitate to contact our Digital Care Team at: By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 29

What is "Itsme"?

Accepted Answer

‘Itsme’ is a secure, easy-to-use, environmentally friendly app that is used by the government and many other (financial) institutions to identify themselves. Signing up and logging in to My Degroof Petercam is now managed via ‘Itsme’ and no longer with the digipass.

‘Itsme’ is a secure, easy-to-use, environmentally friendly app on your smartphone that acts as your digital ID. ‘Itsme’ is used by the government and many other financial institutions, among other entities, to sign documents and identify themselves.

Question 30

I created a My Degroof Petercam account through the ‘Itsme’ app. When can I log in or register?

Accepted Answer

When you have requested access to My Degroof Petercam via ‘Itsme’, it takes 24 hours before you have access or can log in with ‘Itsme’ to My Degroof Petercam. If you have problems logging on, please contact our Digital Care Team:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 31

How do I log in via ‘Itsme’?

Accepted Answer

If you have not yet started using ‘Itsme’, you first need to download and set up the app. More information can be found here. Do you already use My Degroof Petercam? Then you can log in directly with
your ‘Itsme’. Are you not yet a user of My Degroof Petercam? The first step is to request
access at the top right of the login page. After 24 hours your access will be active and you will be able to log in with ‘Itsme’ on My Degroof Petercam. 
If you encounter any problems, please do not hesitate to contact our Digital Care Team at:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 32

I have a technical problem with ‘Itsme’. Who can I contact?

Accepted Answer

Please contact ‘Itsme’ customer service if you have a problem with the app.

If you have a problem logging on to My Degroof Petercam via our website or app,
you can contact our Digital Care Team at:

By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 33

Will I receive a confirmation e-mail after I create my My Degroof Petercam account via the ‘Itsme’ app?

Accepted Answer

If you are a new customer or have just opened a new account, you will receive an email once your account has been opened. From that moment on, you can log in with your ‘Itsme’ app. If you are already a client and have requested access to My Degroof Petercam on our website, you will not receive a confirmation e-mail. If you have questions or problems, please contact our Digital Care Team:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 34

Do I get immediate access to My Degroof Petercam when I create an account via the ‘Itsme’ app?

Accepted Answer

When you have requested access to My Degroof Petercam via ‘Itsme’, it takes 24 hours before you have access or can log in with ‘Itsme’ to My Degroof Petercam. If you have problems accessing the site or logging in, please contact our Digital Care Team:
By phone: 0800 20 216 (or +32 2 662 85 55 if you are outside Belgium)
By email: digitalcare@degroofpetercam.com
From Monday to Friday: 8am – 6pm

Question 35

Do I see the performances of my portfolios in real-time?

Accepted Answer

No. What you see are the performances from the day before.

Question 36

What is discrete mode?

Accepted Answer

Discrete mode allows you to hide confidential information, such as the current value of your portfolios. As long as you keep your finger on the ‘eye’, you will be able to see this confidential information. Once you let go, the app automatically turns into discrete mode.

Question 37

How to generate a digicode?

Accepted Answer

Your digipass is black: Activate the digipass by pressing ◀  Select the IDENTIFICATION mode by pressing on "I" Enter your pin code and validate it by pressing on ◀ An 8-digit number will appear on your screen. You successfully generated a digicode Your digipass is white: Activate your digipass by pressing OK during a couple of seconds. The screen of your digipass will light up and the message WELCOME will appear, followed by 1. LOGIN. Select the LOGIN mode by pressing OK. Enter your pin code and validate it by pressing OK. An 8-digit number will appear on your screen. You successfully generated a digicode.

Question 38

How can I transfer money to my My Degroof Petercam?

Accepted Answer

Please contact your account manager directly if you have any questions concerning transfers.

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