Do you have questions about your new Visa Debit card? All the answers are here!

Frequently asked questions

Help with online banking

If you are no longer in possession of your device, know that your identity remains safe with us! You can simply install the application on another device by following the procedure above.

Indeed, a person who would like to use your identity should be in possession of both your User ID, your password AND your Passcode which are personal to you.

If in doubt, you can always call LuxTrust customer service at  +352 24 550 550.

  • Go to the website
  • Click on "MyLuxTrust",
  • Click on "Recover Password"
  • Follow the instructions on the screen

Or, receive a free one directly at your branch.

You can also contact their LuxTrust service by phone: +352 24 550 550.

A secured transactions technology that aims to cut the fraudulent use of credit cards on the internet.

Find all information about 3D Secure on this page

Any questions about ING Payconiq ? Find all the information about ING Payconiq on this page.

Help on LuxTrust 

Please contact our Contact Center.

Monday to Friday, 8:30 am - 6:00 pm  via:

Download and install the free LuxTrust application on your phone.

Within a few days after ordering a LuxTrust certificate, you will receive an SMS on your phone with your LuxTrust User ID and a password for the first connection.

Upon receipt of the SMS,

1) Take your phone with the LuxTrust mobile application and the SMS and then connect to the LuxTrust website.

2) Follow the activation procedure for your certificate.

3) Complete the association of your LuxTrust application by going to My ING, on your phone or computer,

4) Connect to your Online Banking,

Please note: make sure you activate your LuxTrust certificate within 60 days after ordering, otherwise it will automatically become unusable.

You can either visit an ING walk-in branch to receive a new token immediately or call our Contact Center to request a replacement token.

After that, it will take a few days for the new token to become active / After that, a new activation will be necessary.

Your bank cards

Other frequently asked questions

Below you will find an overview of the ways you can manage your finances with us, depending on your needs.


All the tools you need to handle your daily banking business around the clock wherever you are and get on with your life.

  • Manage & follow your expenses
  • Get the documentation (Tax certificates, statements, debit advice)
  • Order & manage your debit & credit card
  • Manage, follow and analyse your investments 
  • Simulate your loan projects
    (simulate, request  credit, download docs, pay invoices, partial disbursement)
  • Manage your personal data, your security,…
  • Book appointment online

Practical information

Available anytime, anywhere, via the web or via the mobile app.

My Team

Do you need help? The Contact Center team is here for you on workdays from 8:30 am to 6:00 pm.

  • Help with digital matters (helpdesk)
  • Support if what you need is not available via my ING.
  • Support you in case of emergency

Practical information

To join your Contact Center:

  • Your request concerns:

Do you have a question about 3D Secure? the New Visa Debit card? credit cards? IBAN/Swift?

Are you planning a trip and your card has been damaged, swallowed, lost or stolen?

If you can't find the answer to your question:

Do you have a question about LuxTrust (certificate, image, mobile, scan, token)? your My ING app? mobile payments via Payconiq? video appointments?

Need help with My ING Pro?

If you can't find the answer to your question:


My Experts

You need expert advice? Just make an appointment in a branch with one of our experts from 9:00 am to 7:00 pm.

  • Open an account
  • Manage your investments and wealth
  • Talk about your real estate project

The Esch-sur-Alzette, Ettelbruck, Grand-Rue & Siège branches are also open without an appointment for your daily operations or in case of emergency.

Practical information

Opening hours on appointment only:
Monday to Friday, 9:00 am - 7:00 pm 

How to make an appointment:

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My ING, My Team, My Experts…ING always by your side to offer you the best experience!

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