Frequently asked questions
Do you have any questions? Have a look at the FAQ, maybe the answer is already there.
How to order an Alfapass ID/ Smartcard?
You must first register your company as a customer. You do this online via our application. Once registered as a client, you can order your Alfapass via the Alfapass application.
Orders are processed immediately. After we have received and processed your payment, the Alfapass can be collected
The invoice will follow at the end of the week.
This invoice includes both the creation cost and the annual subscription.
What should I do if I forget my password?
Go to https://online.alfapass.be . On the home screen, under the blue button ‘log in’, you select ‘Help with logging in’. click on ‘forgot password’. Once you have done this, you will receive a link via email, to reset your password.
Can I order and pay for my Alfapass at the counter?
No, this is not possible. Both the order and payment are done online at: https://online.alfapass.be
You can pick up an Alfapass at the counter after ordering and payment.
Where can I collect my Alfapass
You can pick up an Alfapass at one of our offices.
Attention: If you want to pick up your Alfapass in Zeebrugge, please make an appointment via +32 (0)303 28 29.
How do I make an appointment at the office in Zeebrugge?
To make an appointment please call: +32 (0)3 303 28 29 between 9-12 am en 2-5 pm. Our colleagues will schedule a visit with you.
What documents are accepted to identify me?
The Alfapass Smartcard is only issued upon presentation of a valid eID for Belgian citizens, or a national ID card or international passport for other nationalities.
Driving licenses, residence permits, and foreigner cards are not accepted.
I have a new ID document or passport. Do I need to provide this information?
No, when you replace your old Alfapass, the new details will be automatically updated.
I have ordered an Alfapass, when can I collect it?
Once an Alfapass has been ordered and the payment has been received and processed, it can be picked up. You will receive a confirmation email.
What to do in case of loss or theft of an Alfapass?
Immediately report the loss to your employer. Request them to temporarily block the lost or stolen Alfapass via the online Alfapass account, indicating it as ‘lost’ or ‘stolen.’
File a report with the local police. It is advisable to file a report in the event of loss or theft of an Alfapass.
Visit an Alfapass office with your eID or passport. A new Alfapass will be issued for you there. The invoice for this replacement will be sent to your employer afterward via email.
Can I use my Alfapass for several companies?
Your Alfapass is linked to the company you work for (your employer). If you work for multiple employers, you will need an Alfapass for each company.
Your Alfapass can be used at multiple companies. To view a list of these companies please click on the following link.
Is my Alfapass activated immediately, or do I need to activate it?
Your Alfapass subscription is activated upon receipt. As a truck driver, you will find a list of affiliated facilities in our offices where your Alfapass can be used automatically. Other types need to obtain access rights from the affiliated facilities first.
Important: Alfapass does not grant access rights. These remain under the management of the terminals.
How long is my Alfapass valid?
The Alfapass is valid for 3 years.
The person in question can visit in person with a valid ID and the old Alfapass to have it replaced. This can be done starting 3 months before the expiration date, which is indicated on the Alfapass itself.
In this case, you do not need to request a new Alfapass.
Before visiting, please check the locations and current opening hours at https://www.alfapass.be/en/offices/
Can I order a day pass at Alfapass?
No, Alfapass does not issue day passes.
Can I come and collect someone else’s Alfapass with his valid document?
No, this is not possible. The Alfapass must be picked up by the person for whom it was ordered.
What should I do if my personal details (First name, Last name) have changed?
You need to provide us with the correct details by email so we can adjust them. As soon as they have been changed, you can have a new Alfapass made at one of our locations.
The invoice for this replacement will be sent afterwards.
What should I do if my company name has changed?
You need to let us know as soon as possible. You can do this by sending an e-mail to info@alfapass.be .
What to do when you get a new VAT number?
A new VAT number must be registered.
Log in to your account. On the left side of the screen choose “register company”.
Enter all necessary information. You will now see the new registration with a new customer number on the left.
Please note that you cannot order new Alfapasses or renew current subscriptions if the old VAT number is no longer active.
More questions mail to info@alfapass.be .
What to do when our company stops its activities?
When you stop your company activities, you need to stop and block all your Alfapasses. You do this by clicking on ‘Active’ in the dashboard. This will give you an overview of all active Alfapasses. Select the person one by one for whom you need to stop the card. Choose the option ‘block and stop’ and then enter the reason for the status change and a possible description.
Do the same for your inactive cards that you have temporarily blocked. This is to avoid unnecessary costs.
You can find all your invoices 24/7 in our online application. Log in via https://online.alfapass.be.
In which language is MyAlfapass available?
MyAlfapass is available in English only.
Did you not find what you were looking for? Please send your question to info@alfapass.be , we will be happy to help you.