FAQ - Online Banking

Find all the information about 3D Secure on this page

• The LuxTrust mobile app

  There is only one mobile app available on the App Store and Google Play. If you already have a certificate and the connected application, you will receive an identifier that will link your app to your ING account.

• Tokens

  There are different models of tokens, for individuals and professionals. Some have a keypad similar to a calculator.

LuxTrust connection products are security systems that generate a number sequence for one-time use (OTP) every 30 seconds. This OTP must be entered together with your user ID and personal password in order to access applications that use a LuxTrust connection product. If all three of these are correct, LuxTrust will authorise the user’s connection to the application.

Go to the page https://www.luxtrust.com/en/support for more information.

Yes, one token, one scan and two LuxTrust Mobile (app). To add a device, just log onto LuxTrust.com> MyLuxTrust > My devices, and add your device.

In the days following your request for a LuxTrust Token, you will receive:

• On your telephone: an SMS with your LuxTrust User ID as well as a password for your first login
• By post: a LuxTrust Token 

When you receive your Token,

1. Have your Token and the SMS ready and go to the LuxTrust website: https://www.luxtrust.com/en/individuals/activate
2. Follow the procedure to activate your certificate
3. Complete the association of your Token with My ING on the ing.lu website or the ING Luxembourg mobile application
4. Log in to your Online Banking

Note: make sure you activate your LuxTrust certificate within 60 days of the order, after which it will automatically become unusable. 

Download and install the LuxTrust app on your phone, free of charge

In the days following your request for a LuxTrust certificate, you will receive on your telephone a text message containing your LuxTrust User ID as well as a password for your first login.

As soon as you receive that text message,

1. Have your phone with the LuxTrust mobile app installed at disposal and your text message ready and go to the LuxTrust website: https://www.luxtrust.com/en/individuals/activate,
2. Follow the procedure to activate your certificate,
3. Complete the association of your Token with My ING on the ing.lu website or the ING Luxembourg mobile application,
4. Log in to your Online Banking.

Note: make sure you activate your LuxTrust certificate within 60 days of the order, after which it will automatically become unusable. 

• Have you not received an SMS or have you deleted it?
• Are you unable to activate your LuxTrust certificate? 

Contact the LuxTrust Helpdesk at +(352) 24 550 550 or helpdesk@luxtrust.lu, Mondays to Fridays from 8 a.m. to 6 p.m. and Saturdays from 9 a.m. to 5 p.m. 

Your LuxTrust certificate lasts for 3 years. If you have any problems during this time, please contact the LuxTrust helpdesk by email at helpdesk@luxtrust.lu or dial +(352) 24 550 550 from Mondays to Fridays between 8 a.m. and 6 p.m.

Your user ID gives you access to your transaction account. You will receive your user ID in an SMS from LuxTrust when you order a new token. Enter it every time you log in together with your personal password and the One Time Password or one-time use code generated by your Token

It is a first-login password that you will receive by SMS together with your user ID. It enables you to activate your Token after which you can modify this password. You can ask for the SMS containing the initial password to be resent.

You will be asked to compose your own password with a specific number of characters: between 6 and 10 (in upper or lower case; special characters are accepted).

You may look at the following page for more information: https://www.luxtrust.com/en/support 

Please contact the LuxTrust Helpdesk at +(352) 24 550 550, they will tell you what to do. Please look at the following page for more information: https://www.luxtrust.com/en/support 

Yes, you can add the app to two different devices.

If you lost your phone or if it has been stolen, there are 2 possible options:

1. If you have a Token or Scan linked to the same certificate as your LuxTrust app: you can re-download the app and proceed to its activation. As a precaution, you should suspend access to your old phone. To do this, go to your MyLuxTrust area in "Manage my products" section.  
2. You don’t have any other additional device: please contact LuxTrust's Customer Service Desk at +(352) 24 550 550. A LuxTrust operator will help you associate the app with your account and suspend the access to your old phone.

Download the LuxTrust Mobile application again and activate it by following the same process described in the chapter "LuxTrust: Certificate, User ID and Password". 

If you do not have a LuxTrust device (Token, Scan) to activate the application, you will need to contact the LuxTrust customer service at +(352) 24 550 550, which will help you manage your devices.

1. Go to LuxTrust Mobile app
2. Open the menu and go to "Security"
3. Log in
4. Activate the"Backup your account" option 
5. Validate with your password

This function will bring these advantages:

• Easy access to your application after restoration without having to go through all the steps of reactivation.
• An emergency solution in case of theft or loss of your smartphone.

Remember that the restore option only works if you have activated the "Backup your account" option beforehand.

Contact the LuxTrust Helpdesk or questions@luxtrust.lu for more information.

We advise you to keep your LuxTrust Token safe. It may serve as a backup solution in case your phone gets lost or stolen.

1. Download the LuxTrust Mobile app from the App Store or Google Play on your smartphone.
2. Open the app and tap on "Start activation".
3. Enter your User ID and validate. You will find this User ID in the SMS or letter you received after ordering your Token.
4. Once the new screen, select the device you usually use to connect to your banking or online applications, in this case the Token.
5. Enter your LuxTrust credentials: User ID, password and the OTP generated by your token and tap on "Authenticate".
6. Optional: you can activate LuxTrust Mobile app on maximum 2 devices. In case you have already activated the app on 2 other devices, you are now required to replace one of them.
7. Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
8. Choose a name for your device that you can remember. It will help you in case you need to replace this device or to suspend access to the app.
9. LuxTrust will send you a SMS containing a link to complete the activation. In the meantime, you can leave the app. When you receive the SMS, click on link which will automatically open the app. Beware of phishing attempts : LuxTrust will never ask you to share your credentials by clicking on a link.

Your LuxTrust Mobile app is now ready to be used.

Note: make sure you activate your LuxTrust certificate within 60 days following the order, after which it will automatically become unusable. 

There are different Token models, even ones with a keypad that looks like a calculator. The model used for the ING Luxembourg Internet Service is the LuxTrust Token, a device without a keypad and just one button to display the variable number sequence or One Time Password. 

If you have a problem with your Token, you can take it to your ING branch. They will give you a new Token for free with the same user ID and password.

No, in order to log in, they will need to know not only your user ID, but also your personal password. If the person does not have both of these, they cannot use your Token to log in. We therefore advise you never to write or type your personal password in an accessible place, and to make use of the possibility to choose a password that you can easily remember.

 If you realise that you have lost your Token, please inform LuxTrust by dialling +(352) 24 550 550 or go to https://www.luxtrust.com/en/support  for more information. 

Yes, you will find a list of banks and services available with your Token on the following page: https://www.luxtrust.com/en/individuals/where-use-my-luxtrust-product

Each time you need to use your LuxTrust Token or chip-based product for online banking or e-government application, you will see your secret image at the moment you enter your OTP or PIN code (for instance to authenticate yourself, add beneficiaries, validate a transaction above a certain amount).Other partners might integrate this function in future releases.

LuxTrust has introduced this new step to conform with the European “Payment Services Directive 2”, otherwise known as “PSD2”. To better protect consumers who make payments online, this requires inter alia the implementation of strong authentication and what is known as “transaction contextualisation”. This means that the consumer must be able to make payments securely and must also be able to validate every transaction by having all information at his/her disposal (such as the IBAN, the amount and the payment’s recipient). The good news is that, with this new step, all LuxTrust devices meet these requirements.

The first time you authenticate yourself with your LuxTrust device (online banking, LuxTrust, Guichet.lu, MultiLine, …) we will ask you to choose one of nine images picked up randomly.

By including an image chosen by you and which only you can know, we are adding another layer of security. As such, if the image you see is not the one you have chosen, please cancel the operation and contact us.

That’s easy! Just go to your myluxtrust space on our site and follow the steps under “change my secret image”.

Your image, like your UserID and Password are personal credentials. The same way you don’t share your credit card number, you shouldn’t share the elements of security of your LuxTrust identity! Protecting your identity matters!

No, it will always be the same image you chose the first time you connected and will remain no matter the online application you are using for your future transactions. If you don’t like it anymore, you can simply change it on your myluxtrust space at www.luxtrust.lu.

If the image you see is not the image you chose, you are probably facing a phishing attempt. Cancel the operation and contact us by phone at +(352) 44 99 1 or by email via phishing@ing.lu.

No, the secret image is a new step for consumers using their Token, SmartCard, Signing Stick or Luxembourg eID. If you use LuxTrust Mobile or LuxTrust Scan, you won’t see the image when entering your OTP or PIN code. 

Yes, you must cancel this transaction. This image must always appear when you enter the one-time use code to validate your purchases. If you do not see or recognize this image, it is a sign that the site is fraudulent. You should then immediately stop the transaction and contact LuxTrust or your bank to report it.

As a reminder, this is the same image that is displayed when you are currently performing a banking transaction.

This is simple. If you are not sure about the secret image you chose, visit LuxTrust official website in MyLuxTrust section and “change my secret image”. It will enable you to pick a new one that you need to remember for your future operations.

1. Install the LuxTrust Mobile app from the App Store or Google Play on your smartphone.
2. Open the app and tap on "Start activation".
3. Enter your User ID and validate. You will find this User ID in the SMS or letter you received after ordering your Scan.
4. On the new screen, select the device you usually use to connect to your banking or online applications, in this case the Scan.
5. Enter your LuxTrust credentials: User ID and password and tap on "Authenticate".
6. A mosaic image (QR code) will appear on the screen. Scan it using your Scan device to generate the OTP and enter the displayed numbers in the dedicated field on the app.
7. Optional: you can activate LuxTrust Mobile app on maximum 2 devices. In case you have already activated the app on 2 other devices, you are now required to replace one of them.
8. Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
9. Choose a name for your device that you can remember. It will help you in case you need to replace this device or to suspend access to the app.
10. A second mosaic image (QR code) will appear on the screen. Scan it using your Scan device to generate the OTP and enter the displayed numbers in the dedicated field on the app.

Your LuxTrust Mobile app is now ready to use.

Note: make sure you activate your LuxTrust certificate within 60 days of the order, after which it will automatically become unusable. 

Yes, by following these steps:

1. Go to My ING;
2. Choose the LuxTrust Scan login method;
3. Enter your username and password;
4. Turn on the LuxTrust Scan by pressing its top right button. A QR code will then appear on the screen of your PC (or your tablet);
5. Scan this QR code with the help of your LuxTrust Scan or your smartphone;
6. Once the QR code has been scanned, your LuxTrust Scan or your smartphone will display a One Time Password;
7. Click on “authenticate”

You are now logged in.

Yes you can. Just make sure to select LuxTrust Scan in the activation process of the LuxTrust Mobile app.

We have heard your feedback about our new My ING app, and we have decided to focus all our energy on our original one.

Consequently, new My ING will stop working on 31/05/2024. Unfortunately, this implies that you will no longer be able to use the Payconiq functionalities.

As of now, you can do all your operations on My ING. We will keep working on improving your experience and add functionalities in the coming months.

You might have to re-install the app again. You can find the download links, as well as a full description of all that My ING has to offer on: www.ing.lu/mying.

In parallel, please remove the new My ING app from your telephone.

We would like to thank you for making this journey with us – we are committed to make our application even better.

My ING allows you to manage your finances in one single app, without having to go back and forth between 2 different interfaces.

For the time being, ING Luxembourg will unfortunately not offer the Payconiq service.

On 31/05/2024 we will automatically unlink your phone number from the Payconiq services offered by ING.

If you would like to start using the Payconiq services offered by another bank before that date, you will have to unlink your number manually.

In new My ING:

• Click on your avatar (top right of the screen)
  
• Click on settings
• Click on Payconiq settings
• Click on “My ING app” and follow the instructions on the screen

You can download the My ING app via www.ing.lu/mying

No, nevertheless, the LuxTrust token will be replaced by LuxTrust Mobile at the end of 2024.

More on LuxTrust Mobile on www.ing.lu/luxtrust

For the time being, ING Luxembourg will unfortunately not offer the Payconiq service.

On 31/05/2024 we will automatically unlink your phone number from the Payconiq services offered by ING.

If you would like to start using the Payconiq services offered by another bank before that date, you will have to unlink your number manually.

In new My ING:

• Click on your avatar (top right of the screen)
  
• Click on settings
• Click on Payconiq settings
• Click on “My ING app” and follow the instructions on the screen

Unfortunately, any changes you made to beneficiary list in  New My ING (like adding a new beneficiary or editing an existing one) are NOT reflected in the original My ING and wiull have to be added manually.

To help you sort your accounts and have a better overview of your assets, you have the ability to manage your account preferences meaning:

• You can setup an alias on any personal account
• You can hide one or more of your accounts on Web and/or Mobile

To do so, a preferences management screen is accessible on My ING in its Web version, via a pencil icon next located to the top right of the current, savings and Visa account categories in your accounts overview.

Click on the transaction in the account overview and then on the share icon at the top right of the details screen. Then choose how you want to get or share the debit/credit advice.

Some features are not yet available. We have developed a bridge system that allows you to easily access all the features that are not yet available in the new version. This bridge will automatically lead you to the old version of My ING.

You can go directly to the old version of My ING by pressing the "Other operations" button at the bottom of your screen. You will be automatically  redirected to the previous version My ING.

Your accounts are now presented by product category.

So you have:

• Current accounts
• Visa accounts
• Savings accounts
• Loans
• Investment accounts 

Currently the weekly limits set for the web version of My ING are higher than for the My ING app. So you can try and input your payment via My ING Web.

When you log in for the first time, you have the option of activating these authentication methods.  Afterwards, you can change the security settings at any time by going to the menu and pressing the avatar icon on the right of your screen and select "settings". 

You can change your code at any time by going to your settings via the avatar icon on the right of your screen. 

Simply activate the "Keep your balance private" option by pressing the avatar icon on the right of your screen and select "settings".

You can change your avatar by pressing the avatar icon on the right of your screen and click it a second time to see the different avatars available. 

The My ING app is available in English and French. 

The My ING app automatically recognises the language of your phone. If you wish to switch to English or French, you can do so by going to settings via your avatar icon on the right, then languages. You will then be redirected straight to your phone's settings.

You can also go directly to your phone's settings to choose English and French and the app will adapt accordingly. 

For the time being, ING Luxembourg will unfortunately not offer the Payconiq service.

On 31/05/2024 we will automatically unlink your phone number from the Payconiq services offered by ING.

If you would like to start using the Payconiq services offered by another bank before that date, you will have to unlink your number manually.

In new My ING:

• Click on your avatar (top right of the screen)
  
• Click on settings
• Click on Payconiq settings
• Click on “My ING app” and follow the instructions on the screen

For the time being, ING Luxembourg will unfortunately not offer the Payconiq service.

On 31/05/2024 we will automatically unlink your phone number from the Payconiq services offered by ING.

If you would like to start using the Payconiq services offered by another bank before that date, you will have to unlink your number manually.

In new My ING:

• Click on your avatar (top right of the screen)
  
• Click on settings
• Click on Payconiq settings
• Click on “My ING app” and follow the instructions on the screen

Click on "Payments", then "Payconiq" to find all the features:

• Scan a QR code
• Request a payment
• Pay phone contact

Yes! Just select "pay a contact" and then select the "enter a number" button.

The payment limit via Payconiq is €2,500 per day.

If you hold a Visa credit card issued by ING Luxembourg, you will benefit from the same insurance coverage as your Visa card each time you use ING Payconiq. 

You can contact our colleagues at the Helpdesk via the email address contactcenter@ing.lu or by phone on +352 44 99 1.

Note on Android: if you are using a version prior to 13, changing the language of the app will also change the language of your operating system.

• Log in to the new My ING application.
• Click on the profile icon located at the top right.
• Click on 'Settings' ('Paramètres')  then
• On 'App language'('Langue de l'App'') then on the 'View settings' button.
• Add French or English in the list of languages, if not already present.
• Make sure there is a '✓' icon next to the language of your choice.
• Go back to the My ING app

My ING is an online banking service that lets you manage your accounts and investment portfolio easily over the Internet. My ING also offers services like loan simulators and security advice.

Yes, to access My ING on your smartphone, download the 'My ING Luxembourg' application from the Apple Store or Google Play. For smartphones operating under other operating systems than IOS or Android, the My ING webapp version is available on your mobile web browser.

• Go to the ing.lu website,
• Click on the blue "Client access" button at the top right,
• Click on "Login to My ING" in the left column,
• You must use LuxTrust secure technology to be able to connect to your My ING personal space via your web browser. To do this, you will need to use the following data:

  - your user ID ;

  - your personal password

  - a one-time code ( OTP ) that is displayed on your LuxTrust connection means.

1st connection

Use LuxTrust secure technology to log on to your personal My ING account from a web browser. To do this, you will need to use the following :

• your user ID;
• your personal password;
• a single use code displayed on your LuxTrust Token.

You will be asked to activate your Mobile PIN 4-digit code

following connections

1. Each time you make a transaction, you must go through various steps that serve as checks: 
2. First of all, you must fill in the first screen which is an input screen. Once you have done this, you have a choice: either cancel the transaction, or send your data; 
3. You will now see a confirmation screen that offers you a choice between three options: cancel, change or confirm. 
4. If you confirm, the system may sometimes ask you to reconfirm your transaction by encoding the Token (if the recipient is already registered you do not need to confirm again with the Token). At this stage, you can still choose either to cancel the transaction, or to send it to have it carried out. 
5. If you send it, you will receive a notification screen with reference number under which the transaction has been registered at the Bank. If the connection is interrupted before the last screen appears, your transaction may not have been registered. To find out if your transaction has been recorded, check your Order Book (current) to see whether or not your transfer has been recorded. 

If you enter incorrect information, an error message will appear indicating that some of the information is incorrect and asking you to test your certificate on the LuxTrust website.

After 5 unsuccessful attempts, your LuxTrust product will be deactivated for 24 hours.

To do that, you need to have your Token with you. And make sure that the other computer has the necessary requirements. Be careful however not to save your password on someone else’s computer.

You can ask any questions on the www.ing.lu website, or if you have a technical problem, contact our Contact Center: by telephone at +(352) 44 99 1 or by email at contactcenter@ing.lu. If you have a problem with your Token you may also call the LuxTrust helpdesk at +(352) 24 550 550 or by email helpdesk@luxtrust.lu