Online banking service BILnet General Information - FAQ

BILnet access

• How to access BILnet?

  You can request access to BILnet for free by:

  • completing the BILnet connection request form ;
  • calling in to a BIL branch

• Is BILnet accessible using computers, tablets, and smartphones?

  The BILnet transaction site has been designed to be responsive: its content adapts to the size of the screen on your device. This means you can use all the features offered by our internet banking with the same level of comfort and security, either on a computer, a smartphone or an Apple or Android tablet.
  
  All you have to do is download the BILnet Mobile app on your smartphone from your Apple or Android device’s store. The BILnet Mobile app offers smooth navigation perfectly suited to your mobile device. It also includes exclusive fast access to QuickBanking™.

• Which functions can you access?

  BILnet is the most comprehensive internet banking service on the market.
  For example:
  
  Payments

  • National and international transfers and standing orders
  • Setting up recurring transfers between your BIL accounts, to beneficiaries previously saved in BILnet, and to new beneficiaries, etc.

  
  Cards

  • Checking credit card balances and transactions
  • Personalising your debit card
  • Changing credit and debit card limits

  
  Electronic documents

  • All your banking documents and card statements in PDF format
  • Debit advice at any time
  • Portfolio valuation
  • Sending attachments by secure messaging

  
  Investments and loans

  • Shares, bonds, funds, structured products
  • Trade stocks in real time on more than 12 stock exchanges worldwide
  • Live quotations, SMS alerts and email
  • Loan simulations and online applications

  
  Feel free to navigate through the menu to discover all the features on offer.

• Are you experiencing access problems?

  There may be several reasons for connection problems:
  
  

  • The website has been closed for an update or due to a technical problem. The service has been interrupted (for a few minutes between 23:30 and 01:00) to allow us to save and update data or the web pages in order to constantly improve the service.
  • Response time is slow. Do not hesitate to try again.
  • You are experiencing temporary disruptions to your internet connection; please contact your internet service provider.
  • You are receiving a message stating that Java is not installed on your computer or you do not have the latest version. Please click on the link provided to install or update Java.
  • You are receiving a message indicating that there is a problem with your LuxTrust certificate. Please visit www.luxtrust.lu to test your certificate.

• When you first connect as a client to BILnet, you are asked to accept the certificate issued by BIL.

  BILnet is a certified website: when you first connect, BIL sends a certificate to your browser. You must always accept this certificate when you log on to our site. Otherwise, it is impossible to log on.

• You have been logged off from BILnet without requesting it.

  For security reasons, after several minutes of inactivity on the BIL site you will automatically be logged off. In this case, you will receive a message to this effect and you must authenticate yourself again via the Login button.

• After attempting to log on you receive a “DTC” error message.

  The DTC error message (Double tentative de connexion or second login attempt) may be received for two reasons:
  
  1. A connection was established to the same account or on the same computer in the half-hour preceding the attempt and this connection was not terminated via the Logout button on our website.
  
  2. The computer is not accepting cookies. To resolve this, simply enable BIL cookies on your computer. You must specify that www.bil.lu is authorised to use cookies.

• You would like to block your BILnet access.

  Please contact our technical hotline (+352 4590 4590) on any business day between 08:30 and 18:00. You can also block your access to BILnet directly via the personal area menu once you have logged on to internet banking.
  
  If you use a LuxTrust product to connect, contact Luxtrust (+352 24 550 550) to block your product.

Operating problems

• Some images are not displayed.

  These images require a Java plug-in. Some browsers are unable to display these images. Consult the table under the Technical Prerequisites tab.

• How to view PDF files?

  Acrobat Reader is required. You can download this for free. Consult the table under the Technical Prerequisites tab. Then, click again on the attached PDF document and it will open automatically.

• Are data saved to the computer?

  In order to ensure optimum performance, BILnet uses cookies to save and customise the website according to specific parameters for each client, such as the language used. These cookies do not contain sensitive data. Nevertheless, due to browser functions, web pages may be saved and archived on your computer. For confidentiality purposes, we recommend deleting any temporary files that may have been created after each BILnet session using your browser’s specific functions. Please also log out via the “Exit” button and close all of your browser’s windows. This will rule out any possibility that a third party with access to your computer might access your accounts.

Invest

• What financial information is available via BILnet?

  As a BILnet client, you benefit from:

  • up-to-the-minute professional financial news in real time from Dow Jones with more than a thousand reports per day on European and US markets, indices and the securities you are monitoring;
  • other publications and functions such as those for creating virtual portfolios, securities lists and news and securities alerts and for consulting stock market charts.

• Which stock markets do you have access to via BILnet?

  You can trade online on the Paris, Brussels, Copenhagen, Stockholm, Frankfurt, Nyse, Nasdaq, Amsterdam, London and Zurich stock exchanges.

• You would like to purchase shares, but you are unable to.

  First scenario:
  You do not have a securities account yet and you are not considered a MiFID client. Please contact your relationship manager either by telephone or via the secure message facility so that your personal data may be amended. Once your data has been updated, you may open your securities account via BILnet and purchase securities immediately.
  To do so, please access the Transactions menu and select the Open a securities account link.
  
  Second scenario:
  If you do not have a securities account yet but you are considered a MiFID client, you can open one online via BILnet. To do so, please access the Transactions menu and select the Open a securities account link.
  
  Third scenario:
  You have a securities account and you are considered a MiFID client. Contact our Technical Hotline (+352 4590 4590) on any business day between 08:30 and 18:00 to check whether or not you can carry out a transaction on this security.