Problems with your online order?

Having trouble with your online order? You'll find all the solutions here. 

Problems with online payment

Please check the following...

  • Are you paying with VISA or Mastercard? Make sure the first and last name you enter for your delivery address match those on your card.
  • Check the expiration date on your card. Is the card still valid?
  • Is there sufficient available credit on your card?
  • Order from Belgium and use a domestic bank card.
  • Double check the numbers on your credit or debit card. You may have entered an incorrect digit.

Still no luck? Please contact your bank.

I get an error message

Please contact us, describe what went wrong and the exact error message you see. We'll help you as soon as possible.

Note: Do you get an error message when paying, when you click on your bank’s logo? Then please contact your bank.

The payment was successful, but I did not receive a confirmation email

You didn't receive a confirmation email after paying your order? Contact us and provide us with your proof of payment. We will process your order as soon as possible.

My order was not delivered

Good to know: You don't know where your package is? Thanks to PostNL's Track & Trace link you can follow the delivery of your order and track your package.

Has the package been delivered according to the Track & Trace, but you didn't receive anything? Contact us and be sure to include your order number. You will find it in the emails you received after placing your order. We'll help you as soon as possible.

My handset is broken/defective

Did you buy your handset new?

Note: You have a 2-year warranty on all devices you buy from BASE.

Register your device on this site and we'll take care of it. 

Take your handset to a BASE Shop in your neighbourhood. Don't forget to take your proof of purchase too. No longer have your proof of purchase? Contact us so we can find a solution together.

Identification unseccessful

For some online orders we are legally required to identify you. 

Are you a new customer who is unable to proceed because the address data you have entered manually is not recognized? Or are you an existing customer who is having problems because, during the identification procedure, you are trying to register and our systems indicate that you are already registered as a customer? 

You can solve this by logging in with your BASE login details.

SIM card received but unable to activate

To activate your SIM card, you need the email in which we informed you that your SIM card had been sent. It contains a link to activate your SIM card immediately and automatically.

Did you not receive the email or you cannot find it? No problem. Enter your personal information manually via the My BASE app or at base.be/activate. Your SIM card will be activated in the blink of an eye.