The secure and flexible solution for mobile payment

FAQ

GENERAL
USING PINGPING FOR THE FIRST TIME
USING PINGPING
ADDING OR RECOVERING MONEY
SECURITY AND CONFIDENTIALITY
ADDITIONAL APPLICATIONS
MERCHANTS
GENERAL
What is PingPing?

PingPing is a micro-payment system that makes use of an electronic wallet which is linked to your mobile phone number. PingPing lets you use your mobile to send money to and receive money from anyone with a Belgian mobile number. You can also pay with PingPing at merchants.

PingPing is completely independent from your mobile operator and bank. This means that anyone can use PingPing and you don't even have to replace your SIM card.

There are three ways in which to make PingPing payments:

  • via an NFC tag*: this is a sticker fitted with an electronic chip which you stick onto the back of your mobile phone. To pay, simply scan your tag at the cash desk.
  • via a text message which you send to a four-digit number.
  • via the website of a merchant who accepts PingPing as a payment option.

In all three cases your purchase is completed quickly, securely & easily: PingPing... and it's paid!

* Near Field Communication or NFC is a contactless communication method which uses a high frequency over a short distance. Therefore, if you hold your NFC tag up to 10 cm away from the scanner it will be recognized and you can pay for your purchase.

What are the advantages of paying with PingPing?

There are many advantages of paying with PingPing:

  1. PingPing is easy: simply scan your tag or send a text message and you have paid for your purchase.
  2. PingPing is fast: you no longer have to count coins or bank notes, wait for your change, etc. PingPing carries out the transaction in a matter of seconds.
  3. PingPing is interactive: via your personal Internet account on www.pingping.be, you can keep track of and check your expenses whenever you want.
  4. PingPing is secure: all PingPing payments are subject to a whole series of security measures before they are executed.
  5. And finally... PingPing is innovative & unique in Belgium!
Will PingPing work with my mobile?

PingPing works with any type of mobile phone. You therefore don't have to activate any special option or insert a new SIM card in your mobile. You can use PingPing as soon as you have activated your PingPing tag, created an account or an account has been created for you.

How much does it cost to use PingPing?

In principle PingPing is free of charge, since no registration, transaction or termination fees are charged for using it.

You only pay a minimal sum for sending and receiving certain text messages: a text message to and from the numbers 4315 and 4400 costs €0.15 (incl. VAT) and a text message to and from the number 4340 costs €0.40 (incl. VAT).

If you choose to top up your PingPing account via Online Banking, Visa, MasterCard or American Express, you will be billed the standard costs linked to these payment methods.

Who can I pay with PingPing?

You can pay anyone who has a Belgian mobile number (+32 4...) via SMS if you know his or her mobile number. It is not necessary for the recipient of the payment to have opened a PingPing wallet in advance: if the person concerned does not have a PingPing wallet we will create one automatically and notify him/her that he/she has received a payment from you.

You can also pay with PingPing on a merchant's website provided that the site has a PingPing pay button. After you click this button, simply follow the instructions to pay for your purchase.

You can also pay with PingPing at cash desks in shops, provided the cash desks have a reader to scan the tag. To pay, simply place your PingPing tag on the reader.

Make sure that you never exceed the €25 limit, otherwise you will not be able to pay for your purchase.

If you are looking for merchants that accept PingPing as a payment method, please refer to our website www.pingping.be [LINKTOMAP ]

At which merchants can I pay with PingPing?

The map on the homepage of our website www.pingping.be provides you with an up-to-date list of all the places where you can pay with PingPing.

What is the maximum amount I can pay per PingPing transaction?

PingPing is a micro-payment system. The maximum amount you can pay per transaction is currently €25. If you want to pay more than €25 with PingPing your payment will not be accepted for security reasons.

What is the maximum amount I can have in my wallet?

In accordance with the CBFA* provisions, the maximum amount you can have in your PingPing wallet is currently €2,500.

* Companies wishing to exercise banking activities require a license from the supervisory entity of the country of establishment. In most countries this is the central bank. In Belgium this is the Banking, Finance and Insurance Commission (CBFA).
I haven't found an answer to my PingPing question in the FAQ list...

If you have a PingPing question that is not included in the FAQ list you may contact us by:

  • sending an e-mail to info@pingping.be
  • by calling the PingPing helpdesk at 078 054 315 (national rate applies), Monday to Friday, from 8 a.m. to 8 p.m. and on Saturdays from 9 a.m. to 6 p.m.
USING PINGPING FOR THE FIRST TIME
What should I do if I want to use PingPing for the first time?
  • If you use a PingPing tag you must first activate it. To activate your tag, text "RT your tag id NL/FR/EN" (for example, RT AA095142 EN) to the abbreviated number 4315 (€0.15 per text message). In other words, you must always indicate your personal tag ID and language choice in this text message.
  • After that you can create a personal PingPing account on www.pingping.be via the heading "Create a PingPing account".
  • The next step consists of paying money into your PingPing account. There are several ways of doing this. (Insert link to the question 'How do I pay money into my PingPing wallet?").
Must I stick my PingPing tag on my mobile phone?

You are not obliged to stick your PingPing tag onto your mobile. Your tag is not linked to your mobile phone but to your mobile number. So you can equally well keep your tag in your wallet, on a card, etc. From a practical point of view we recommend that you stick your PingPing tag on your mobile phone since you always have your mobile on you. We advise against sticking your tag on the inside of your mobile phone, because for PingPing to work as effectively as possible, your tag must come into direct contact with the PingPing reader at the cash desk or drinks vending machine.

I cannot send text messages to abbreviated numbers...

To activate your tag or to make use of various other PingPing services you must send a text message to the abbreviated numbers 4315 or 4340. In some cases, however, your mobile operator or employer does not allow this. In that case feel free to contact us via info@pingping.be or 078/054315. We will then process your request manually.

I want to set up a PingPing account but have not received any confirmation e-mail.

You should receive a tunz confirmation e-mail in the mailbox you specified no later than one hour after sending your request. This e-mail enables you to complete your registration.

If you do not receive this e-mail it may have been blocked by a security filter. In that case, we advise you to go through the registration procedure again or contact us via info@pingping.be.

USING PINGPING
How do I pay money into my PingPing wallet?

A PingPing wallet is a prepaid account which you must top up before you can use it. You can pay into your wallet by means of:

  • A credit card (VISA, MasterCard, American Express)
  • A bank transfer
  • Your Keytrade bank account

The exact procedure for loading up your PingPing account with money is explained in the "Payment" section of your personal Internet account on www.pingping.be.

Aside from the payment methods cited above, you can also pay for your PingPing purchases by having them charged to your Proximus bill. To use this service, simply text "MPay" to the number 4315 (€0.15 per text message).

It is of course also possible to load money into your PingPing account via various types of payment. That way you can be sure that you can always execute PingPing payments.

Can I link my meal vouchers to my PingPing wallet?

At present we don't have yet a solution to link your meal vouchers to your Pingping wallet.

In 2011 we made a trial with the Accor e-Ticket Restaurant meal vouchers but this is now stopped.

I would like to use MPay but my mobile phone bill is paid entirely by my employer.

Technically speaking it is perfectly possible to pay for your PingPing purchases via your mobile phone bill which is paid entirely by your employer. However, initially the activation of your MPay function will not be accepted. Before we can create a link between your Proximus bill and your PingPing account, we need to obtain authorization from your employer.

For more information about this, please call our PingPing helpdesk at 078 054 315.

How much can I pay with PingPing?

PingPing is a micro-payment system and is therefore mainly intended for making small payments.

The following rules of thumb apply:

  • The maximum payment you can make per transaction is €25.
  • If you use digitized meal vouchers, the maximum payment you can make per transaction is €150.
  • You can have no more than €2,500 in your PingPing wallet at any time.

If you use Mpay via Proximus:

  • The maximum amount you can pay via Mpay with PingPing is €25.
  • The maximum amount you can pay per month via Mpay with PingPing is €100.
How do I use PingPing to make a payment to another person?

To make a PingPing payment to another mobile phone user you only need that user's mobile phone number. Then, send a text message to the abbreviated number 4340 (€0.40 per text message) with the following data:

P [ amount ] [payee mobile No.] [ message (optional) ] [ PIN ]

For example:

P 5.12 0475123456 Reimbursement 1234

As soon as the payment is accepted, both you and the payee receive a confirmation text message. If for some reason a payment cannot be executed you will receive a text message to notify you.

You can also make a similar payment free of charge via your personal Internet account on www.pingping.be under the heading "Dashboard – send money".

Can I send money to someone who does not have a PingPing wallet?

Of course, you just need to know the mobile phone number of the person you are sending the payment to. PingPing is a viral system: the mere fact of indicating the payee's mobile number is enough to automatically create a PingPing wallet. PingPing adds the amount of your payment to this new wallet and immediately notifies the payee of your payment by sending him/her a text message.

Is it possible to cancel a PingPing payment by text message?

Like other payment methods, a payment made via PingPing cannot be cancelled. Therefore, before you send your text message, make sure that the payee's mobile number is correct.

How do I pay for a beverage from a drinks vending machine?

To pay with PingPing for a beverage from a drinks vending machine simply place your tag against the machine's PingPing reader to have it scanned.

An amount of €2 will appear on the display but your account will of course not be debited for the full amount. The amount displayed is a maximum amount which, for security reasons, is temporarily placed on a reserve account. You choose a beverage which costs, say, €0.50: this amount is deducted from your PingPing account after you receive the beverage. The remaining €1.50 will stay on your PingPing account. If you use Keytrade or Mpay, the extra cost of €1.50 will also be listed on your PingPing account but will not be debited because every day PingPing transfers this money back to your Keytrade bank account or Proximus bill.

How do I make an online payment with PingPing?

To pay with PingPing online you must first check that the website accepts the PingPing payment method. If the website displays the PingPing icon you can click it and then follow the steps proposed by the merchant.

Make sure that you never exceed the €25 limit, otherwise you will not be able to pay for your purchase.

Do I receive a confirmation of the payments I make?

When you make a PingPing payment by text message we will always send you a confirmation text message. This generally also applies to payments you make with your PingPing tag (depending on the merchant).

Moreover, you can check your balance and your transactions at any time via the "History" section on your personal Internet account. (Also insert link to account log-in page.)

Where can I view the history of my transactions?

All transactions which you have carried out via your mobile phone, tag or the Internet are filed in your wallet. You can monitor your balance and your transactions at any time via the "History" section on your personal Internet account. Also insert link to account log-in page.

What should I do if I start using a new mobile phone?

In principle you can just peel off your PingPing tag from your old mobile phone and stick it on the new one. However, this may damage your PingPing tag. In case of damage, for a small fee, you can request a new PingPing tag via info@pingping.be.

ADDING OR RECOVERING MONEY
How do I pay money into my PingPing wallet?

A PingPing wallet is a prepaid account which you must top up before you can use it. You can pay into your wallet by means of:

  • A credit card (VISA, MasterCard, American Express)
  • A bank transfer
  • Your Keytrade bank account

The exact procedure for loading up your PingPing account with money is explained in the "Payment" section of your personal Internet account on www.pingping.be.

Aside from the payment methods cited above, you can also pay for your PingPing purchases by having them charged to your Proximus bill. To use this service, simply text "MPay" to the number 4315 (€0.15 per text message).

How much does it cost to pay money into my PingPing wallet?

PingPing is in principle free of charge because no transaction fee is charged for using or paying in money.

If you choose to top up your PingPing account via Online Banking, Visa, MasterCard or American Express, you will be billed the standard costs linked to these payment methods.

What should I do to recover money from my PingPing wallet?

Withdrawing money is only possible via a bank transfer to a Belgian bank account. To do so, you execute a transfer order on your personal Internet account on www.pingping.be under the heading "withdraw money". PingPing performs daily transfers. You will therefore receive the sum you requested by no later than two working days on the bank account you specified.

If you have a Keytrade bank account and you have linked it to your PingPing account the money you requested can be automatically and daily transferred to your Keytrade bank account.

Recovering money from your PingPing wallet is completely free of charge.

What happens if I don't have enough money in my wallet to cover a transaction?

If you pay money into your PingPing account via a bank transfer you cannot carry out any transactions if you don't have any money in your PingPing wallet.

If you work with Mpay, Keytrade, Visa, MasterCard or American Express, you can make payments at any time. PingPing payments are settled immediately via your Keytrade bank account or later on via your Visa, MasterCard, American Express or Proximus accounts.

How much does it cost to recover my money?

Recovering money from your PingPing wallet is completely free of charge.

SECURITY AND CONFIDENTIALITY
How secure is the PingPing payment system?

PingPing is a very secure system:

  • The chip in the PingPing tag is encrypted in a unique way.
  • The communication between the reader and PingPing is fully encrypted.
  • PingPing uses sophisticated monitoring tools to process all its transactions.
  • PingPing uses the GSM network and therefore also the encryption algorithms specific to that network.
  • PingPing uses security and decoding technologies which are a technical tour de force.
  • PingPing works exclusively with establishments (banks, suppliers, etc.) which are known and recognized on the market.
What can I do myself to protect my PingPing wallet?

Your pin code is personal. Therefore, never give it to someone else. Use a pin code that is specific to PingPing which differs from the pin codes of your other payment instruments. Make it a habit to delete your PingPing payment orders in your mobile phone's outbox.

I have received money. How can I be sure that the message comes from PingPing?

PingPing always sends its messages from the following abbreviated numbers:

  • 4300
  • 4315
  • 4340
  • PingPing

We also always mention your new balance in the text messages we send you.

If the number from which the text message originates is included in the list of authorized numbers and your balance matches the balance on your personal Internet account you can be sure that the text message is authentic.

If you have any doubts you can always check the last transaction that has been performed in your PingPing wallet by texting "sol" to the number 4340 (€0.40 per text message).

Tip: take the time to enter and store the authorized PingPing numbers in your phone. This will enable you to check the origin of a PingPing text message quickly and easily.

What should I do if I lose my mobile phone or PingPing tag?

If you have lost your mobile phone or PingPing tag it is best that you block your PingPing wallet as quickly as possible. To do so you have several options:

  • Go to your personal Internet account on www.pingping.be and block your PingPing wallet via the heading "Preferences – Card Stop".
  • Send an e-mail with the request to block your PingPing wallet to info@pingping.be.
  • Call our helpdesk at 078 054 315. Our helpdesk is available Monday to Friday, from 8 a.m. to 8 p.m. and Saturdays from 9 a.m. to 6 p.m.

One of the main advantages of PingPing is that you don't lose your money in case your mobile phone is lost or stolen, provided that you block your PingPing account: your money is managed on a central server and will therefore become available again once your PingPing account is reactivated after having been deactivated.

What is my PIN code for?

You can use your personal PingPing PIN code to securely sign your payment orders via text message or via a website.

What should I do if I have forgotten my PIN code?

If you have forgotten your PingPing PIN code, you can create a new one on www.pingping.be. To do so, go to your personal Internet account on the website and the heading "Preferences - Change PIN". This procedure is completely free of charge.

Moreover, you can also request a new PIN code by text message. For this you need to text "NP" to the number (€0.40 per text message). After we have carried out the requisite security checks you will receive a new PIN code from us within four hours.

When making a payment, what if I enter the wrong mobile number and payee by mistake?

Like other payment methods, a payment made via PingPing cannot be cancelled. Therefore, before you send your text message, make sure that the payee's mobile number is correct.

You can use a system with aliases to make your payments easier and ensure that you don't send your payments to the wrong mobile number by mistake. You can send this type of payment order with your alias:

P 5 jean reimbursement 1234

instead of a text with the message

P [ amount ] [payee mobile No.] [message(optional)] [PIN]

For example:

P 5 0475123456 Reimbursement 1234

In the first example "Jean" is the alias you created for the mobile number 0475123456.

To find out how to create an alias, click here.

Do you pass on personal data about me to third parties?

Personal data that we receive from you is never used for commercial purposes. The privacy of our PingPing users is respected at all times.

What should I do if I change my mobile phone number?

It is absolutely essential that you notify us if you change your mobile number. After all, it is quite possible that your old mobile number is allocated to a new holder and your PingPing account can then continue to be used by this new holder.

We recommend that you recover all your money from your PingPing wallet as soon as you stop using your old mobile phone number. (link with the question 'What should I do to recover money from my PingPing wallet?") After that you can create a new PingPing account, linked to your new mobile phone number, via www.pingping.be under the heading "Create a PingPing-account". Once you have informed us that you have a new number (by sending an e-mail to info@pingping.be or calling 078 054 315), we can link your new account to your PingPing tag.

ADDITIONAL APPLICATIONS
For what applications can the java applet be used which I can download from your website?

By downloading the free applet you can use a number of very useful applications such as:

  • Checking the balance on your account
  • Making payments via your mobile phone to any payee you want
How is the applet installed and is the installation free of charge?

The installation procedure is very simple: You must be registered with PingPing. If you do not yet have a PingPing wallet, surf to www.pingping.be and register there now.

  • If you are already registered, go to your personal Internet account on www.pingping.be. Click the link at the top right to install the PingPing applet, select the type of mobile phone and enter your password.
  • A few seconds later you will receive a free text message containing a link with which you can install the PingPing applet on your mobile phone.
  • Depending on your type of mobile phone, choose either "install" or "yes". The application will then download to your phone. This can take a few minutes. The application is installed in a folder on your mobile. Consult your mobile phone user manual to find out where the application is stored. The name of the application is "PayPerTunz" and you can usually find it in the "Games" folder (Samsung) or "Apps" folder (Nokia).

The PingPing applet and the installation text message are completely free of charge. To install the application you must establish a data connection, however, for which you will be billed by your mobile operator.

Is the PingPing applet available for all mobile phones?

At present, the PingPing applet is unfortunately not available for all mobile phones. Mobile phones with a touch screen such as the various HTC and BlackBerry models & the Nokia 5800 are not yet supported. We are trying to resolve this as quickly as possible.

What purpose do aliases serve?

An alias makes it easy to personalize your PingPing account. Your number will no longer be displayed in your transactions, only the name you have chosen. You can also create aliases for frequently used numbers. This way you reduce the risk of sending a payment order to the wrong number.

How do I create an alias?

To create an alias, simply go to your personal Internet account and change your mobile number to a name of your choice under the heading "Preferences - Alias management".

MERCHANTS
At which merchants is PingPing targeted?

PingPing is a payment service which is accessible to all types of merchants, whether Internet-based or based in the physical world. PingPing has developed particularly advantageous rates which are considerably cheaper than those of other payment methods. Thanks to its low rates, PingPing is the ideal solution for small-value transactions (up to €25). However, merchants that provide higher-value products and services, can also use the PingPing system.

From a technical viewpoint, how do I integrate the PingPing services into my website?

As soon as your account has been created, you obtain access to the professional part of our website. There you will find technical documentation with instructions on the steps you need to follow to be able to accept payments from PingPing users. The technical process of integrating PingPing into a website is relatively simple but it nevertheless requires certain IT skills. For example, knowledge of HTML is essential.

For more information about this, please send an e-mail to info@pingping.be.

I don't have an Internet site but would still like to use the PingPing payment services. What should I do?

It's quite simple: as a merchant who has joined PingPing, you can reserve one or more aliases through which you can receive payments on your PingPing account by text message. You will not receive the payment notifications via the Internet but through the channel you choose: text message, e-mail, etc.

For more information about aliases, click here.

I would like to offer the PingPing option to my customers. What should I do?

You can contact us via the info@pingping.be e-mail address or call the PingPing helpdesk at 078 054 315.

I haven't found an answer to my PingPing question in the FAQ list...

If you have a PingPing question that is not included in the FAQ list you may contact us by:

  • sending an e-mail to info@pingping.be
  • calling the PingPing helpdesk at 078 054 315 (national rate applies), Monday to Friday, from 8 a.m. to 8 p.m. and on Saturdays from 9 a.m. to 6 p.m.