FAQ

How can I set the PIN code for my MAES Mobility Card?

After the MAES Mobility Card has been requested, you will receive an email explaining how to choose a personal PIN code. After you have chosen the PIN code, the MAES Mobility Card will be produced and you should receive it within 8 business days.

You can always retrieve your PIN code via the Milo app.

How long does it take before I receive my MAES Mobility Card?

With the MAES Self-Service Website the administrator of your company can indepently request for the MAES Mobility Card(s). After the card request has been received by MAES, you will receive an email to activate your account and choose a PIN code. After you have chosen the PIN code, the MAES Mobility Card will be produced and you should receive it within 8 business days.

What are the costs of the MAES Mobility Card?

MAES operates with fixed, competitive fees per MAES Mobility Card and per mobility service. Depending on the chosen mobility services, the annual card contribution is determined. Per employee, the mobility services can be adjusted monthly, which means that the fees per MAES Mobility Card can also change monthly.

For more information about the fees of the MAES Mobility Card, please visit: www.maesmobility.be.

I’ve entered an incorrect PIN 3 times. Why can’t I use my MAES Mobility Card anymore?

Your MAES Mobility Card is automatically blocked for security reasons after 3 incorrect PIN codes. A new MAES Mobility Card must be created. Contact your company’s administrator in order to do so.

Where can I find the transactions made with the MAES Mobility Card?

With your login credentials you can go to the secured part of the MAES Self-Service Website. Here you will find all the transactions made with the MAES Mobility Card and you can also see the available credit.

You can also view your transactions and the available credit with the Milo app.

As an employer, how do I get insights into transactions and monthly invoices?

Online, in the secure MAES Self-Service Website, you can view the most recent transactions and download invoices simply by logging in with your username and password.

How can I use my MAES Mobility Card to park in a parking garage?

At many garages you can open the bar with the MAES Mobility Card when entering and leaving the garage. In all other cases you can pay with your MAES Mobility Card at the vending machine, if it has a PIN terminal and shows the Visa logo.

Consult the Milo app for parking garages near you.

Where can I use the MAES Mobility Card?

The MAES Mobility Card can be used anywhere where a Visa card is accepted and for which you are authorized. You can recognize this by the Visa logo with companies that accept Visa cards.

You can use the MAES Mobility Card in the following countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom.

My credit on the MAES Mobility Card is lower than expected, how can this be?

Periodically, the monthly charges of the MAES Mobility Card and mobility services are collected. These amounts, together with one-off costs, will be deducted from the credit card’s credit. In the next monthly charge of your MAES Mobility Card, your credit will be fully repaid.

I do not know my PIN code anymore, what should I do?

If you no longer know your PIN code, you can request it via the free Milo app, available for Apple iPhone and Android.

My MAES Mobility Card has been stolen/lost. What should I do?

Have you lost your MAES Mobility Card or has it been stolen? Immediately contact the ‘Lost and stolen’ department by telephone number +3278353452. This department is available 7 days a week, 24 hours a day.

You must also report the loss of your MAES Mobility Card to the police.

My MAES Mobility Card is damaged. How can I get a new one?

If your MAES Mobility Card is damaged, a new MAES Mobility Card must be created. Please contact the administrator of your company.

How do I adjust my mobility services?

The administrator of your company has the ability to adjust the products, services and card limitations, as desired, in the MAES Self-Service Website

Can I also withdraw money with the MAES Mobility Card?

It is not possible to withdraw money at ATMs with the MAES Mobility Card. Are there certain types of expenses that you can’t do with your MAES Mobility Card? Then ask the administrator of your company to customize the mobility services of your MAES Mobility Card.

Why can’t I login to 'My MAES'?

Your account may be temporarily blocked by entering an incorrect password. Therefore, request a new password by ‘Forgot password’ on the login page of the MAES Self-Service Website. After this you will receive an email with a link that will allow you to create a new password. Is it still not possible to log in? Then contact us directly.

How can I cancel my MAES Mobility Card?

If you wish to terminate the contract, you can inform us by email or by post. You must, however, take into account a notice period of 1 month from the next new calendar month

How can I set the PIN code for my MAES Mobility Card?

After the MAES Mobility Card has been requested you will receive an email in which is explained how to set your personal PIN code.

You can always retrieve your PIN code via the Milo app.

In what ways is the MAES Mobility Card security guaranteed?

The MAES Mobility Card uses the Visa network and meets the highest security requirements of Visa. The card features the latest payment card technology and features an EMV chip with a personal PIN code. If, despite these additional security measures, fraud is still commited with the card, the cardholder or company does not incur any financial risk unless consciously fraudulent or negligent behavior has been conducted or a fraudulent transaction with the MAES Mobiltiy Card has been made using the personal PIN code.

How do I get in touch with the servicedesk?

The information of the servicedesk can be found on the ‘Contact‘ page of the MAES Self-Service Website.

All contact moments with the service desk are registered and periodically analyzed with the aim of implementing quality and process improvements. Telephone calls that we carry out with you can be recorded for training and assessment of our employees and/or the recording of agreements made.

I have a complaint, who do I turn to?

A complaint is no fun to anyone. However, it gives us the opportunity to make changes where necessary to prevent repetition. Of course, we’d rather have any complaints, but we are glad that you let us know if you are dissatisfied. After all, it helps us to further optimize the MAES Mobility Card. In case of a complaint, you can contact the servicedesk, either by telephone or by email.

The information of the servicedesk can be found on the ‘Contact‘ page of the MAES Self-Service Website.