What do you do if someone dies?

The phone of the deceased may contain lots of personal memories. You may want to keep these before you cancel the number or subscription.

• You can obtain the personal voicemail greeting of the deceased. For this, callOpens a new window us (select option 4 and then 4 again) before you cancel the contract. Make sure you have the mobile number of the deceased at hand. You will receive the greeting as an audio file by e-mail, after about 7 business days.
• You can also take over the mobile number of the deceased, or keep it for some time (with a subscription or as a Pay&Go number). This way, you can answer any incoming calls or texts, and keep any messages which are in the phone.
• You can keep the e-mail address of the deceased. If the e-mails arrived on a Proximus Mail address, this mailbox will remain active for 18 months after it has been canceled, with the existing user name and passwordOpens a new window .
• You can keep the photos taken by the deceased. If these photos were stored in Proximus Cloud, you can either view them with the existing user name and passwordOpens a new window , or downloadOpens a new window them. If the photos were saved to the mobile phone, consult the manual of the device.
• Did the deceased use their mobile phone to log in to certain websites? Don't forget to adapt their mobile number and/or e-mail for MyProximusOpens a new window , WhatsAppOpens a new window , FacebookOpens a new window , GoogleOpens a new window , etc. so that their personal data remain private.

Make sure you have the name, date of birth, address, mobile number, and customer numberOpens a new window of the deceased at hand. Decide what you want to do:

• Canceling a subscription (landline, mobile phone, Internet and/or TV)

You can cancel the subscriptionOpens a new window of the deceased. If it includes a device (mobile phone, TV, etc.) with a discount when the contract was concluded, then, in the event of death, the residual value will not be due and you can simply keep the device. For other devices (modem, decoder, etc.) you will receive instructions on how to returnOpens a new window them free of charge. Cancellation is free of charge.

• Taking over a subscription (landline, mobile phone, Internet and/or TV)

You can take overOpens a new window the landline, Internet, TV and/or mobile phone of the deceased free of charge. You can also switchOpens a new window the mobile number into Pay&Go. With a take over, you will receive a new customer number and the bill will be issued in your name. You can add this customer number to your MyProximus accountOpens a new window or you can use it to register for MyProximusOpens a new window . After that, you can make changes: view TV recordingsOpens a new window , change TV optionsOpens a new window , forward calls to your mobile phoneOpens a new window , etc.

• Canceling Pay&Go

You can cancel the number of the deceased by contactingOpens a new window us by phone or chat. Cancellation is free of charge.

• Taking over Pay&Go

You can take over the number of the deceased free of charge, but you must identifyOpens a new window the SIM card again. NB: if you don't use or add any credit for 12 months, the number will be cut off.

• Taking over Proximus Mail

If the deceased used Proximus Mail, you can continue reading their e-mails (provided you know the passwordOpens a new window of the deceased) via the mail_appOpens a new window , the webmailOpens a new window , or your own e-mail program (Outlook, Windows Mail, etc.) on your mobile phone, tablet, or computerOpens a new window . We recommend that you keep the e-mail address so that you can read important incoming communications (concerning bills, password resets, etc.).
Later on, you can close the e-mail addressOpens a new window if you like.

• Taking over Proximus Cloud

If the deceased used Proximus Cloud, you can continue using this access and downloadOpens a new window documents there, provided you know the user name and passwordOpens a new window of the deceased and/or you have access to their e-mail account.

You must continue paying the subscription of the deceased for up to 7 days after you request to cancel the products. We always issue a final statement of account. If you have any problems, consult our tips below.

• A direct debit payment could not be carried out from the blocked account of the deceased?

Check whether the bill or payment statement can be paidOpens a new window using another account. That way, you avoid reminder charges if you don't pay on timeOpens a new window . If necessary, callOpens a new window and ask for an extension of the due date or for the possibility to pay the amount in installments.

• Did the deceased receive notifications of new bills by text or e-mail?

When you cancel, ask for the final statement of account to be sent to another mobile number, e-mail address, or postal address. If you have access to the MyProximus of the deceased, you can change do this there.

• Do you have a credited amount?

Does the final statement of account show that you have an amount in credit? If you have access to the MyProximus of the deceased, you can have the amount paidOpens a new window to the account that the deceased used. If you want to have it paid to another account, please call us.

• Is there still credit in Pay&Go?

Unfortunately, we cannot refund any remaining credit.

• You don't know the user name or password of the deceased?

Do you want to access the MyProximus account of the deceased? If you have access to their e-mail account, you can request their user nameOpens a new window and create a new passwordOpens a new window .
If that doesn't work, it's better to register for MyProximus yourself. For this, you need the customer number and the activation code and dateOpens a new window of the deceased. If you don't have access to a recent bill of the deceased, you can have this data ent to you by text message or postOpens a new window .

If you have a MyProximus account and have the products put on your name, they will automatically appear in your MyProximus. However, bills will remain in the MyProximus account of the deceased. If your products were on 1 bill, you can, via My Proximus familyOpens a new window , become an administrator Opens a new window first and delete the deceased as a member if you wish.

• Want to close the MyProximus account of the deceased?

Start by transferring the products to your name if necessary and check that they are visible in your MyProximus account. After that, there are two possibilities:

• You can closeOpens a new window the deceased's MyProximus account
• A few months after the termination or transfer, we will automatically delete the deceased's entire MyProximus account