Frequently asked questions

How does bonsai pay back the planet?

For every 10 payments you make, bonsai plants a tree. To do this, we work with Eden Reforestation Projects. They plant trees in their partner countries where they think it’s needed most.

How do I know it’s safe to pay using the bonsai app?

bonsai is a payment institution licensed by the National Bank of Belgium. That should be all the assurance you need that the app meets all standards for the security of your account, data and money. But, if you’d like to know more go here.

How are bonsai QR payments made?

Payments are securely made through touch ID, facial recognition or a 6-digit PIN code number.

Why do I need to reconnect my bank account each 3 months?

For security reasons, we ask you to reconnect your bank account every 3 months. This is necessary in order to continue using and paying via the bonsai app. Think of it as logging into a device that does not belong to you. We just want to make sure that you have full control over what happens.

How does the bonsai QR payment process work?

Open the bonsai app.

Scan the salesperson’s QR-code

Confirm your payment using touch ID, face ID or your 6-digit PIN code.

Are there costs?

bonsai is a completely free way to make payment. As in, there are no additional costs involved. Plus, it helps the planet. How’s that for paying it forward?

What does the 'available amount' mean?

bonsai limit

This is the available balance on your bank account (with a maximum of 10 000 EUR). bonsai does not allow your account to go below zero. Would you like to change your limit? Say the word! Contact us at support@paybonsai.com.

Pending amount

This amount is the sum of all recent transactions that haven't yet been fully processed by bonsai. This may take up to 2-3 days. Payments at our cashback partners do not affect this.

Available amount

This is the amount you can still spend with the bonsai app. Once bonsai has processed your payments, your available amount will go up again. Payments at our cashback partners do not affect this.

I forgot my PIN code. What should I do?

Go to your account in the settings of the bonsai app. Under security you will find "Change your PIN". Just follow the steps in the app to change your PIN.

I forgot my password. What should I do?

Click on 'password reset' in the app. You’ll then get an email that allows you to reset your password.

I've entered too many times a wrong password. What should I do?

Your account has been automatically blocked for your own security. Please send an email to support@paybonsai.com to unlock your account.

Once this is done, you can request a new password via the button 'forgot password'.

I've got a new phone number. What should I do?

Let support@paybonsai.com know you want to change your mobile number. Be sure to mention the e-mail address associated with your account, and your new mobile number (of course), and we’ll adjust this for you.

I want to change email addresses. What do I need to do?

Go to the app. Select settings > personal data. You can change your email address in this screen.

I entered an incorrect name. What should I do?

Send an email to support@paybonsai.com with the change of your name. We will do the work.

What happens with my data when I deactivate my account?

As a payment institution licensed by the National Bank of Belgium, we are also obliged to comply with the anti-money laundering legislation. This legislations imposes the obligation to retain data for a period of 10 years after the end of the business relationship. This is a legal exception to the right of data removal provided in the privacy legislation.  

However, your data will only be retained for the purpose of complying with this anti-money laundering legislation; it will not be used for any other purpose.

Does bonsai charge for the SEPA Direct Debit?

No, bonsai will never charge you extra!

Please note, however, that some banks will charge additional costs if a SEPA Direct Debit cannot be executed immediately on the account. bonsai is not responsible for these costs.

Why do I need to accept an SEPA Direct Debit mandate?

A SEPA Direct Debit does not mean that we will be taking monthly charges from your account. It means that when you make a payment through the bonsai app or with the bonsai Mastercard, you give us permission to withdraw the money from your account. At no point will bonsai ever withdraw money from your account without your approval.

I get an error message in my banking app when linking my account. What should I do?

1. In the bonsai app, go back to 'link your bank account'

2. Select the correct bank (e.g. are you a Hello Bank customer, select Hello Bank, and not BNP Paribas Fortis)

3. Click 'via card reader' (not Itsme)

4. Complete the steps

I have issues linking my ING account. What should I do?

Go to the ING app and link your private account, not your business account.

My banking app doesn't open during the registration process. What should I do?

Make sure your banking app is up to date. Go to the App Store or Play Store on your smartphone and download the latest update of your banking app.

I can't link my credit card. What should I do?

The bonsai app links to your bank account directly, not to a credit card separately.

My smartphone's memory is almost full. What should I do?

Don't worry. The bonsai app takes up very little memory space on your smartphone. It is a small file of less than 100MB.

How can I earn a reward with the bonsai app?

First, make sure your bank account is linked in the bonsai app. Then, when you make a payment with your trusted bank card at one of our affiliated merchants, you will automatically earn points in the bonsai app. Once you've accumulated enough points, you can claim your reward in the store.

How can I claim a reward?

When youhave accumulated enough points you can claim your reward in the bonsai app. You can do this in two ways.

1. Go to 'Rewards' (at the bottom of the home screen), click on the gift icon, select the reward you wish to claim and follow the steps on your screen.

OR

2. Go to 'Rewards' (at the bottom of the home screen), click on the case where you want to claim the reward, press 'claim' at the bottom and follow the steps on your screen.

I made a payment with one of the merchants, but I don't see my points?

By default, we retrieve the transaction summary once a day. You may not see your points until the next day. Do you want to see your points right away? Just press the 'Recalculate' button and your points will be recalculated immediately.

Why do some points show as 'under review' in my balance overview?

Sometimes it takes additional checking by us to see if the payment was effectively made to the correct merchant.

Is there an expiration date for saving my points?

Points expire when you have not made a payment with the merchant for more than a year.

I have not been able to show my claimed reward within the time

Unfortunately, it is not possible to claim the reward again. We are also unable to reclaim the reward for you. After claiming the reward in the app, you have five minutes tonshow that screen to the cashier(s) and receive your reward.

What does the verification code mean?

This is a code by which the merchant can verify that the reward is a correct bonsai reward. The merchant may request this code.

How are the points calculated?

The points are calculated per euro you spend. If you have spent 2.50 euro, then you have earned 2 points.

Can I see how many points I have already accumulated?

Definitely. Go to 'Rewards' in the bonsai app (at the bottom of the home screen) and click on the logo of the desired merchant. Here you will find an overview of the number of points saved at that merchant.

When will I receive my cashback reward?

Your cashback reward will be paid within 3 working days to the linked account you used to make the payment.

When will the cashback reward be visible in my bonsai app?

Your claimed cashback reward will appear in your bonsai app immediately.

Why are some rewards green and others yellow?

You can already claim the green rewards, for which you have enough points.

The yellow rewards cannot be claimed yet, as you do not have enough points yet. Keep on saving!

What does a 'one time offer' mean?

This is a reward that you can only claim once. You cannot use this reward more than once.

Can you pay with Google Pay on any Android device?

You can pay with Google Pay on any Android device with version 5.0 or higher and Near Field Communication (NFC). Check if your smartphone has NFC in Settings > Connections.

Where can I download the Google Pay app?

Google Pay is installed on most Android devices by default. If it’s not, download Google Pay in the Google Play Store. The app works on all devices that have version 5.0 or higher.

How can I pay with Google Pay?

Open the bonsai app, click on the “G Pay” button and hold your smartphone close to the payment terminal. You’ll hear a ping sound, your phone will vibrate and your screen will say you’ve won the lottery. Just kidding. This screen will indicate that your payment has gone through. Disappointed? Don’t be: Mother Nature just won the lottery thanks to your purchase.

Where can I pay with Google Pay?

You can pay with Google Pay in all stores that accept contactless payment AND display the Mastercard logo on the payment terminal.

What if I lose my smartphone?

If you lose your smartphone, please contact our customer support at +32 472 85 57 03 or support@paybonsai.com and we’ll help you out.

Can I pay with Google Pay using wearables?

Yes, but only with wearables that support Google Pay. Click here for more info.

⚠️ Garmin Pay, Samsung Pay and Fitbit Pay are not supported.

Is Google Pay safe?

Google ensures payments are both SAFE and CONVENIENT. Being Google, they make use of the most advanced technologies in the world. Buyer beware though, it’s your responsibility to look out for online scams or other forms of fraud such as phishing.

Why do I have to re-authorise Google Pay every 3 months?

For safety reasons we ask you to re-link your bank account every 3 months. This is necessary to keep paying with Google Pay. Think of it like logging in to a device that isn’t your own – we just want to make sure you have complete control over what’s happening.

What is the bonsai spending limit?

To see your spending limit, select your bank account in the bonsai app. Bonsai does not allow your bank account to go below €0, even if your bank does. We like to help you stay debt-free.

What does the 'pause card' button do?

When your card is paused, it can no longer be used to make payments. This includes Google Pay Payments. You can unpause your card at any time to continue paying.

How can I block my account?

You can block your account by contacting us the good old-fashioned way at +32 472 85 57 03 or  support@paybonsai.com.

What happens to my card if I deactivate my account at bonsai?

When you request to deactivate your account, we will automatically block your virtual bonsai Mastercard. This means it can no longer be used, nor reactivated.

What is the difference between a bonsai Mastercard and a classic credit card?

Bonsai offers a credit card with ALL benefits and NO downsides.

  • This card is completely FREE.
  • It works like a REGULAR BANK CARD. The money is withdrawn from your account shortly after you made a payment, not at the end of the month.

Beware. This credit card does not offer insurance.

Can I also request a physical card?

No, sustainability is of major importance to bonsai. This is why we only offer a virtual card.

Why do I need to answer a question and fill in a code when I pay online?

The EU tightened security on online payments in April 2021. This means that payments will require a digipass or other security measures. We have chosen to ask security questions and to enter a unique code that will be sent to you via SMS. This way you can pay safely anytime, anywhere.

How can I change my 3 security questions?

In the bonsai app, go to 'Accounts'. At the bottom under 'Manage account' click on 'Virtual Mastercard'. Then click on 'Change your security questions' and follow the further steps.

Why does it say Credit on my card?

This is because the bonsai card makes use of the Mastercard credit network to process your payments. We don’t offer credit the way Mastercard does, however.
You can only spend as much money as you currently have in the bank account linked to the bonsai app (see “bonsai spending limit” above).

Where can I find my card details?

In the bonsai app, go to 'Accounts'. At the bottom under 'Manage account', click on 'Virtual Mastercard'. Then click on 'Show card number'.

How much will this card cost me?

The bonsai Mastercard is completely free.

When will the funds be withdrawn from my bank account?

It takes anywhere from 1 to 3 business days for your money to be withdrawn from your bank account, depending on your bank.

Why does my bank not yet support Google Pay?

At the moment, not every bank has the PSD2 connection capabilities to offer the open banking services that allow for Google Pay to work. Do you want to know if your bank supports Google Pay? Go to our Google Pay page.

Can I pay with bonsai Mastercard abroad?

Yes, for sure! However, always be aware that a merchant may charge you extra for paying with a foreign currency. bonsai will never charge you extra.

Can I request a bonsai Mastercard when I do not live in Belgium?

Currently you can only request a bonsai Mastercard when you have your residency in Belgium. 

Do you have to pay to use Apple Pay with bonsai?

It is not! Apple Pay is completely free.

With which devices can I use Apple Pay?

You can use Apple Pay with any device (iPhone, iPad, Apple Watch, Mac) listed on the Apple Support page. (https://support.apple.com/en-gb/HT208531)

Why do I have to re-authorise Apple Pay every 3 months?

For safety reasons we ask you to re-link your bank account every 3 months. This is necessary to keep paying with Apple Pay. Think of it like logging in to a device that isn’t your own – we just want to make sure you have complete control over what’s happening.

What is the bonsai spending limit?

To see  your spending limit, select your bank account in the bonsai app. Bonsai does  not allow your bank account to go below €0, even if your bank does. We like  to help you stay debt-free.

What does the 'pause card' button do?

When your card is paused, it can no longer be used to make payments. This includes Apple Pay payments. You can unpause your card at any time to continue paying.

How can I block my account?

You can block your account by contacting us the good old-fashioned way at +32 472 85  57 03 or support@paybonsai.com. Or simply write us a message via the app.

What is the difference between a bonsai Mastercard and a classic credit card?

Bonsai offers a credit card with ALL benefits and NO downsides.

This card is completely FREE.

It works like a REGULAR BANK CARD. The money is withdrawn from your account shortly after you made a payment, not at the end of the month.

Beware. This credit card does not offer insurance.

Why do I need to answer a question and fill in a code when I pay online?

The EU tightened security on online payments in April 2021. This means that payments will require a Digipass or other security measures. We have chosen to ask  security questions and to enter a unique code that will be sent to you via SMS. This way you can pay safely anytime, anywhere.

Why does it say Credit on my card?

This is because the bonsai card makes use of the Mastercard credit network to process your payments. We don’t offer credit the way Mastercard does. You can only spend as much money as you currently have in the bank account linked to the bonsai app (see “bonsai spending limit”).

How much will this card cost me?

The bonsai Mastercard is completely free.

When will the funds be withdrawn from my bank account?

It takes anywhere from 1 to 3 business days for your money to be withdrawn from your bank account, depending on your bank.

Why does my bank not yet support Apple Pay?

At the moment, not every bank has the PSD2 connection capabilities to offer the open  banking services that allow for Apple Pay to work. Do you want to know if your bank supports Apple Pay? Send us a message via the bonsai app.

What happens to my card if I deactivate my account at bonsai?

When you request to deactivate your account, we will automatically block your virtual bonsai Mastercard. This means it can no longer be used, nor reactivated.

Can I also request a physical card?

No, sustainability is of major importance to bonsai. This is why we only offer a virtual card.

Can I request a bonsai Mastercard when I do not live in Belgium?

Currently, you can only request a bonsai Mastercard when you have your residency in Belgium.

What iOS operating system do I need to use Apple Pay?

You need the latest version of iOS or iPadOS (https://support.apple.com/en-gb/HT204204), watchOS (https://support.apple.com/en-gb/HT204641) or macOS (https://support.apple.com/en-gb/HT201541).

What do I need to use Apple Pay?

- You have an account with one of the supported banks connected via bonsai

- You have a bonsai Mastercard

- You have an iPhone, iPad or Mac that is updated to the latest version of iOS

- You have a working iCloud account

- The region on your device is set to Belgium

Does Apple Pay work on Mac?

Yes, go to 'System Preferences', click on 'Wallet & Apple Pay' and follow the instructions. You will have to enter and confirm your bonsai Mastercard details yourself. You can find them under Card info > Show card number.

How many cards can you add to your Wallet and Apple Pay?

The  latest devices will accept up to 16 different cards in the Apple Wallet app. Older types only have room for 8. For more information, visit the Apple Support website: https://support.apple.com/nl-nl/HT204506

How do I remove a card from my Apple Wallet?

Go to the Wallet app on your device and tap the card you want to remove.

   - Tap the blue circle with three white dots in the upper right corner

   - Select 'Delete this card' at the bottom

   - Your card is permanently removed    

Transactions made with the bonsai Mastercard will no longer be visible in the Apple Wallet app.

Can you use Apple Pay on multiple devices?

Yes, you can add your bonsai Mastercard to multiple devices. However, you will need to re-add the bonsai Mastercard to the Apple Wallet app on each device.

Got a new Apple device and want to use Apple Pay?

You just have to add your bonsai Mastercard again to the Apple Wallet app on that device. You can do this from the details screen of your bonsai Mastercard.

Can I pay with Apple Pay abroad?

Yes, this is certainly possible! However, please note that a trader may charge you extra for paying with a different currency. bonsai will never charge you extra.

Where can you pay with Apple Pay?

- In all shops with a contactless payment terminal that accepts Mastercard.

- Via Safari on online shops that work with Apple Pay and Mastercard.

How do you pay with your iPhone in a shop?

With Face ID:

Double tap the button on the side of your iPhone and look at the screen to identify yourself. Hold the top of your phone against the payment terminal.

With Touch ID (fingerprint):

Double-click the button on the side of your iPhone. Hold the iPhone against the payment terminal. Keep your finger on the Home button of your iPhone to identify yourself.

On older iPhone models (with a Home button below the screen):

Double-click the start button at the bottom of the screen. Hold your iPhone a few centimetres away from the payment terminal. Enter your passcode to identify yourself.

How do you pay with your iPhone online or in another app?

Choose Apple Pay as your payment method and confirm the payment with Face ID or Touch ID.

How to pay with your Apple Watch in a shop.

Double click on the side button of your Apple Watch. Hold the screen of your Apple Watch against the payment terminal. Wait until you feel a tap... and done.

Sometimes paying with Apple Pay in shop doesn't work?

It is always best to tell the staff that you want to pay by Apple Pay / Mastercard and not 'by card'. Then they can activate the correct payment option on their register and everything should work fine.

Do I have to be connected to the Internet to pay?

Once your bonsai Mastercard is added to your Apple Wallet, you no longer need an internet connection to make payments. You do need an internet connection to add your bonsai Mastercard to the Apple Wallet app.

How do I pay at a self-service checkout?

Choose the 'Credit card' payment option to pay with Apple Pay at a self-service checkout.

What if my Face ID or Touch ID does not work during payment?

If Touch ID or Face ID is not set up on your iPhone or it does not detect correctly, you can still approve the payment with your iPhone's unlock code.

Where do I find my Apple Pay payments?

In the Apple Wallet you will find the latest transactions. In your bonsai app you will find all payments.

Why is my Apple Pay payment being declined?

Your Apple Pay payment may be declined for several reasons:

- The merchant does not accept MasterCard.
- You do not have enough bonsai available amount to make the payment.
- Your bonsai Mastercard has been paused.
- Your linked account in bonsai has been blocked.
- We have a payment licence from the National Bank of Belgium. Within this license, there are certain categories of merchants (casinos, stocks,  crypto...) for which we are not allowed to do transactions.

What is the limit to pay with Apple Pay?

The limit is the same as the bonsai limit.

Is paying with Apple Pay safe?

Absolutely! You can never pay without Touch ID, Face ID or your iPhone unlock code.

What if your iPhone or Apple Watch is stolen or lost?

Did you have the 'Find My iPhone' feature enabled on your device?
Then sign in to iCloud.com to find your device and put it in "lost mode", temporarily disable Apple Pay or completely erase the data on your iPhone or Apple Watch.

Is 'Find My iPhone' not activated on your lost/stolen device?
Contact bonsai. We will help you immediately.

What if you disconnect your Apple Watch from your iPhone?

If you have added your bonsai Mastercard to your Apple Watch, it will be removed automatically.

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