1. You should have received your PIN code, so get it ready.
2. Use your Visa Debit card with your new PIN code as soon as you receive it:

• Make an in-store purchase and enter your new PIN code

• A withdrawal at a payment terminal (ING Luxembourg ATM)

This will activate contactless payments and automatically block your previous Visa Debit card.

Yes, the PIN codes are sent from France (Bouches du Rhône) and the Visa Debit cards come from Germany.

1. The first thing you need to do is use it in a store and pay by inserting the card into the payment terminal by entering your PIN. This will enable contactless payments.
2. Your old Visa card will be automatically blocked for security reasons.
3. If you have enlisted your old Visa card on merchant sites (e.g. Amazon, PayPal etc.), do not forget to make the necessary changes.

Yes, because the “physical” Visa Classic, Visa Gold, Visa Platinum and Visa Business cards come from Germany, whereas the “virtual card”, the Visa CyberCard comes from France.

You may encounter a technical problem with the synchronization of your new card and PIN code (incorrect PIN message at the time of payment).

To solve the problem, all you have to do is:

1. Go to one of our ING Luxembourg ATM's, insert your new Visa card, and enter your PIN code (no further operation necessary).
   or
   
2. Make a withdrawal with your new Visa card by entering your PIN code on one of the ATM's other than ING Luxembourg. Be careful, when using this method, fees may apply.

• Block your card temporarily via My ING. 
  If you have lost your card and you think you might be able to get your hands on it again, block it temporarily. Once you have found your card, you can unblock it immediately. (See the procedure further on in the questions) 
  

• Block your card(s) immediately and definitively, either: 
  • Via the ‘My ING’ app, go to your Current Account (Visa Debit card) or your Visa Account (Visa credit card) via the list of accounts and then click on the ‘(un)block’ icon in the menu. Then choose ‘Block this card definitively’ and follow the instructions that appear. Your card will be blocked immediately. 
  • By telephone, inform ING Luxembourg on +352 44 99 1. Your card will then be blocked, preventing fraudulent use. The service is open 24 hours a day, 7 days a week;
    

Within 3 working days, you will receive your new PIN code. Then, a few days later, your new card will be sent to you by post. The first use of your card will be with your new PIN code (no contactless payment). Please note that the PIN code can be changed at any time via one of our ATMs (ING Luxembourg).

Report your lost or stolen card to the police within 24 hours;

Send the police report to your Relationship Officer either by secured message via My ING, or by visiting one of our walk-in branches, or by dropping it in the letterbox of your nearest ING branch.

Block your card(s) immediately and definitively, either: 

• Via the ‘My ING’ app, go to your Current Account (Visa Debit card) or your Visa Account (Visa credit card) via the list of accounts and then click on the ‘(un)block’ icon in the menu. Then choose ‘Block this card definitively’ and follow the instructions that appear. Your card will be blocked immediately. 
• By telephone, inform ING Luxembourg on +352 44 99 1. Your card will then be blocked, preventing fraudulent use. The service is open 24 hours a day, 7 days a week; 

Within 3 working days, you will receive your new PIN code. Then, a few days later, your new card will be sent to you by post. The first use of your card will be with your new PIN code (no contactless payment). Please note that the PIN code can be changed at any time via one of our ATMs (ING Luxembourg). 

Report your lost or stolen card to the police within 24 hours;

Send the police report to your Relationship Officer either by secured message via My ING, or by visiting one of our walk-in branches, or by dropping it in the letterbox of your nearest ING branch.

• What is fraud? 
  
  Une fraude, c’est l’acquisition et l’utilisation, par une personne inconnue, Fraud is the acquisition and use, by an unknown person, of card data or of the card itself (following theft or loss), without your consent and without your knowledge.
  
  
• Have you not completed the transaction yourself?

Pay careful attention to unsubscribed subscriptions/renewals, promotions and offers that have not been terminated, etc. Those are not fraud and have to be claimed directly with the merchant, or thru the Simple claim form. 

Visa fraud form *

* When opening a case of fraud, the card must be :

• Definitively blocked;
• Attached to the form (or declaration of loss/theft to the authorities, if applicable).

• What are the other types of claims?
  
  The other types of claims refer to merchants/websites through which you have legitimately performed a transaction, to whom you yourself have communicated the data of your VISA card, but for which there is a dispute thereafter.
  
  
• Below are situations in which the Visa service may take actions :
  
  
  • Service not rendered or merchandise not received
  • Defective merchandise, Non-compliant service/merchandise
  • Counterfeit goods
  • Debit of a recurring transaction (subscription) that has been previously cancelled
  • Unrecognised transaction - simple inquiry for information
  • Incorrect amount or currency
  • Single transaction recorded multiple times
  • Goods or services paid for by another means of payment
  • Merchant reimbursement not carried out
  • Cash not received upon withdrawal from ATM
    
    Simple claim form *

* For each dispute, it is important to refer to the indications mentioned on pages 3 to 5 of the form in order to acquaint yourself with the terms and conditions as well as the documents necessary for the processing of your case.

Block your card definitively, either : 

• Via the ‘My ING’ app, go to your Current Account (Visa Debit card) or your Visa Account (Visa credit card) via the list of accounts and then click on the ‘(un)block’ icon in the menu. Then choose ‘Block this card definitively’ and follow the instructions that appear. A new card will automatically be recommended. In the meantime, you can still use your old card to pay online. When you use the new card to make a payment, the old card will automatically be blocked. 
• By telephone, call ING Luxembourg on +352 44 99 1. The service is open 24 hours a day, 7 days a week.

Within 5 working days, the new card will be sent to you by post. The PIN code will remain unchanged.

• If your card has been swallowed by an ATM located in one of these ING branches in Luxembourg: Esch, Ettelbruck or Luxembourg Siège:
  
  We will contact you again about how to get it back.

OR

• If the card has been swallowed by an ATM located in another ING branch in Luxembourg or in any other ATM in the world:
  
  Please block this card via My ING, go to your Current Account (Visa Debit card) or your Visa Account (Visa credit card) via the list of accounts then click on the "(un)block" icon located in the menu.
  
  Then choose “Block this card permanently” and the reason “Card damaged or swallowed by an ATM”.
  
  The card will be automatically recommended and delivered within 5 working days.
  
  In the meantime, the old card can still be used to pay online.
  
  Your replaced card will be automatically blocked when a payment is made with the new card. 

You have lost your payment card. It is now possible to temporarily block your card in your My ING!

Once you have found your card, you can unblock it and use it again instantly. 

Yes, temporary blocking is available for debit and credit cards. However, you will need to block each card separately. 

You must then settle the balance manually via a transfer between your accounts.

• Personal Identification Number (PIN)
  
  Choose a PIN:
  • that you commit to memory;
  • that cannot be guessed even by those who know you well (avoid: date of birth, post code, etc.).
  • Never:
    • provide the PIN to a third person;
    • write the code down on your card or anywhere else.
      
      
• Cash withdrawals from cash dispensers and ATMs
  
  You should comply with the following basic rules when you withdraw cash from an ATM:
  • make sure nobody can see the PIN you enter;
  • make sure that the ATM has not been altered by fraudsters (mini-camera filming the PIN, a reader added to record the magnetic strip, etc.).
  • If you have any doubts about the integrity of the ATM, please report this to the branch to which it belongs.
     
• Internet
  
  E-commerce has revolutionised how we do our shopping. Shopping over the Internet is now simplicity itself but caution is also needed when you enter your payment details.
  
  Secured payments over the Internet? This is entirely possible thanx to the Visa Cyber Card and 3D Secure.

Find all the information about 3D Secure on this page

IBAN stands for International Banking Account Number, a new international standard for a uniform structure of account numbers designed to make transfers within Europe more rapid and secure.

This new bank account number structure is being introduced for cross-border transfers between several European countries. 

The BIC or Bank Identifier Code is your bank's international identification code (also called SWIFT code) which must be stated in your cross-border transfers. For example, the BIC for ING Luxembourg is CELLLULL. 

An IBAN always begins with the ISO code of the country of origin, followed by a check digit (a two-digit validation number), a bank code and a bank account number.

In paper format, it is divided into several groups made up of four characters separated by spaces. The final group may contain fewer characters.

In electronic format, the spaces between the blocks are suppressed.

The IBAN length varies from country to country. 

Since 1/01/2003, the IBAN is compulsory for transfers in Luxembourg and for cross-border transfers. For transfers in Luxembourg, the BIC appears in the pull-down menu on the Internet. 

Since 1 July 2003, the BIC code is one of the criteria necessary if you want your transfers towards other European countries (or assimilated) to benefit from tariffs similar to these for an equivalent domestic payment. They have to comply with the 4 following criteria : 

• in EUR; 
• in which both the accounts held by the originator and the beneficiary are opened in one of the 28 EU Member States (Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom) or in Iceland, Liechtenstein, Monaco, Norway or Switzerland. 
• giving a IBAN (International Bank Account Number); 
• with shared costs (also referred to as SHA, standing for ‘shared’).

Your 6-figure customer number is found in the middle of the account number : the last 3 figures at the end of the 3rd block and the first 3 figures at the start of the 4th block.