You do not need to take any action yourself. Isabel Group itself will invite you to replace the Isabel card with IsaKey in the course of 2023 or 2024. The invitation is visualised by a form when you log into Isabel 6 and you are asked to enter your delivery address.

All users in your subscription will be invited to order their IsaKey during 2023 or 2024. Most of you will be invited in 2024.

However, a new user will still receive an Isabel card. After card activation and upon logging on to Isabel, the user will be invited to fill in the IsaKey order form.

When you are already an Isabel 6 user, we will provide you with an IsaKey for free.

It is currently not possible to have more than one active IsaKey per user. However, in the future, this will be foreseen. These devices will be billed on your next invoice.

When you are a new user, the IsaKey will be billed as well.

Automatically, every user receives one IsaKey.

It is currently not possible to order more than one Isakey per user or even have more than one IsaKey active. Use the Isabel card instead.

However, in the future, this will be foreseen. Per active Isabel Card, you will receive an IsaKey for free. All extra devices will be billed on your next invoice.

Always use your IsaKey when logging in and signing payments in Isabel 6. Eventually, your card will no longer be usable on Isabel 6, but we will notify you in advance.
Please keep your Isabel card as it will still be required for other bank proprietary applications and optional modules like Isabel Go and Isabel Offline Reporting.

No, if you continue using your Isabel card for your specific bank proprietary applications, the optional Isabel 6 modules Isabel Go or Isabel Offline Reporting, do not remove the Security Components.

All applications that use an Isabel Card, need the Security Components.

Yes, you can continue to use itsme after you have activated IsaKey.

Activating other security tokens like an IsaKey or a card, does not affect the itsme usage.

You mostlikely have a working Isabel card at hand. With this card, you can activate an IsaKey. As you are using the card, you will need to have the Security Components installed.

However, if you do not have an active card, you could request a one time activation code (billable service). With this flow, you do not need the Security Components.

We are working on an IsaKey activation tool that uses a Belgian eID card. Eid software of the governement is needed in this case.

If you do not have an active card anymore, you could request a one time activation code (billable service).

Send an email to customercare@isabel.eu, provide:

• Your User id.
• A copy of your eID.
• Your delivery address.

1. Press and hold the Power button until you see the settings menu.
2. Navigate to “Language” with the left button containing arrows and select OK.
3. Follow the steps on the IsaKey.

1. Press and hold the Power button until you see the settings menu.
2. Navigate to “Change PIN” with the left button containing arrows and select OK.
3. Follow the steps on the IsaKey.

Check if your username / User id that you provided is correct. It is displayed in the upper left corner of the message.

If it is not correct, click on the link "Not this user" and provide the correct User id.
If it is correct and you have multiple users and IsaKey's, make sure that you use the IsaKey that is linked to this User id.

1. Check if the batteries are properly inserted and not empty.
2. Remove the batteries for 2 minutes and then reinsert them.
3. Press the power button firmly.

Click here to order a new IsaKey, if all of the above does not solve the problem.