FAQ - My ING Pro migration

We migrate to a new e-banking solution in order to offer you instant payment services as well as simplifying the management of your accounts via a single platform. We have decided to replace My ING Pro by MultiLine for all payments and transactions. The new solution proposed to you in our letter, is the solution that we believe is best suited to cover your needs.

This is why you will no longer be able to make payments via My ING Pro from 1st of October 2025.

Why do we migrate to MultiLine?

In order to be able to offer you the instant payment service and simplify the management of your accounts via a single platform, we have decided to replace My ING Pro with MultiLine for all payments and transactions. 

You will have to use the MultiLine tool to make your payments but you will still be able to access My ING Pro to consult your documents (account statements, certificates, etc.) and talk to your Relationship Manager via the secure messaging system.

If you have not yet received an alternative solution to My ING Pro, we strongly recommend that you contact our MultiLine specialist team as soon as possible via telephone on  +352 44 99 39 20 or via email:  multiline@ing.lu.

What is MultiLine?

  • Access to the instant payments service, enabling you to transfer an amount to your beneficiary's account in less than 10 seconds. (this will be available in 2025.)
  • Multi-bank, a consolidated view of all your accounts held with the various banks affiliated to MultiLine.
  • Accessible 24/7, whether you're abroad, on a business trip or simply at home, you can access your data online in complete security.
  • Enter payment orders and direct debits manually, manage beneficiaries, view statements and account information.
  • Your sent transactions can be viewed for a period of 13 months and your statements for a period of 3 years.
  • Download payment order files and statements, with the option of automating exchanges between your accounting software and MultiLine. Your account statements can be downloaded for a period of 2 years.
  • Nominative management of users and their rights, advanced signature management (amount limits, combined signatures, etc.).
     

More information on www.multiline.lu

There are no additional charges for MultiLine.

Yes, using MultiLine is free.

How do I access MultiLine?

Yes, you need to sign a contract to access the MultiLine service. Our teams will contact you and send you the contract to sign. 

Yes, you need to install MultiLine to be able to use it. 

More information on www.multiline.lu

Has our MultiLine team already contacted you to set up your new access?

If so, and if you haven’t done so yet please send us the requested information as soon as possible so we can activate your new access without delay.

Haven’t been contacted by our MultiLine team yet?

You will be contacted very soon. Once you are, you’ll need to provide the requested information so we can activate your new access.

You connect to MultiLine using the same Luxtrust certificate as the one used for My ING Pro. 

You can use it on Mac as well as Windows.

No, you can access MultiLine only via a computer.

How to...?

Yes, access to My ING Pro will be read-only ble after 1 October 2025. You will be able to consult your documents and use the secure messaging system to communicate with your Relationship Manager.

However, payments will now have to be made via MultiLine.

No, your access to My ING remains unchanged.

The frequency and format of account statements on MultiLine are different to those available on My ING Pro.

However, you will continue to have access to your current account statements on My ING Pro.

No, you must download them from My ING Pro and then integrate them into MultiLine.  

Yes, this is possible.

There are two ways of accessing the statements sent by your banks:

  • Either by consulting them online (they remain available for a period of 6 months).
  • Or by downloading them from the platform so that you can use them in your internal accounting software.

Yes, you still have nominative management of users and their rights and advanced signature management (amount limits, combined signatures, etc.).

You do not have access to your securities portfolio via MultiLine but you can continue to consult it on My ING Pro.

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