FAQ - General

Welcome to ING!

Your personal data

You can change your address in one of the following ways:

  • by visiting your branch;
  • with a signed letter;
  • via My ING secure messaging;
  • by fax (if you have signed a TTT agreement).

In this case, you have to be able to provide proof of residence. 

You can change your address in one of the following ways:

  • by visiting your branch;
  • with a signed letter;
  • by fax (if you have signed a TTT agreement).

You can change your personal information in one of the following ways:

  • by visiting your branch;
  • with a signed letter;
  • via My ING secure messaging – Customer Service – Personal Details 
  • by fax (if you have signed a TTT agreement).

Video Appointment

Hardware Material

  1. Is your camera connected correctly ?
    •  If you are using an external camera, make sure it is properly connected to the USB port (on your desktop or laptop computer for example). Also try another USB port.
  2. Refresh the page
    • Refresh the web page (click in the address bar and press 'Enter'). Now check that your camera is detected and working.  
  3. Select the camera
    •  Have you connected several cameras?
    • If so, then select the camera you wish to use for the video conversation. You can do this during the system check-in stage when you log in (see the link in your appointment confirmation).
    • Close all other applications that use the camera. In other words, make sure the camera is not being used by another application or on another tab.
  4. Autorise your browser to access the camera  
    • Your browser must have access to your camera.
    • Grant access via the lock or camera icons in the address bar of your browser.
    • Then refresh the page.
    • In the list below, click on the browser you are using to see how to proceed.

 

  1.  Connect your microphone
    • If you are using an external microphone, make sure it is properly connected and switched on. If necessary, try another USB port as well.
  2. Refresh the page
    • Refresh the page and see if your microphone is working.
    • Click in the address bar and press 'Enter'
        
  3. Select the right microphone
    • Have you connected several microphones? 
    • If so, then select the microphone you wish to use for the video conversation. You can do this in the system check on the login page (see the link in your appointment confirmation).
  4. Give your browser access to the microphone
    •  Your browser must have access to your microphone.
    • Grant access via the lock or camera icons in the address bar.
    • Then refresh the page.
    • Click on the browser you are using below (see the Help paragraph on your browser settings) to see how to do this.

  1. Is your speaker properly connected ?
    •  If you are using an external speaker, make sure it is properly connected to the USB port (on your desktop or laptop computer for example). Also try another USB port.
    • Also try another website, such as YouTube, to see if your sound is working
  2. Select the correct output device
    • Make sure the correct output device is selected. You can do this in the system check on the login page (see the link in your appointment confirmation) in the address bar and then press 'Enter'
  3. Control the volume and authorise sites to play sound
    •  Turn up the volume on your device and authorise sites to play sound in your browser.
    • In the list below (Help paragraph on your browser settings), click on the browser you are using to see how to proceed.

  1. Use the right browser
    •  We recommend that you use Google Chrome as your browser, unless you are working on an iPhone or iPad. In this case you can only use Safari.
    • See also the help section on browser configuration if you need it.
  2. Try another device
    •  Try to connect to another device on the same network. For example, do you have a problem with your laptop? If so, then try to see if the problem also occurs on a desktop PC.   
  3. Try another network 
    • Did the previous steps not help? Then try another network
    • You can't connect to a wired network? Try via a Wi-Fi network.
    • On corporate networks, you may encounter problems (with the company's firewall, for example). But often an open Wi-Fi network is also available, for example with the name 'Guest'. This will most likely solve your connection problem.

Help with your browser settings

Windows :

  • Note: you need Edge version 79 or higher.
  • Click on the button with the three dots at the top right of the screen.
  • Click on 'Settings'.
  • Click on 'Cookies and site permissions'.
  • Click on Camera.
  • Make sure that the button in the "Ask me before access (recommended)” section is "enabled".
  • Return to the System Check page and refresh it.

Android:

  • Click on the 3-dot icon at the top right of the screen.
  • Then click on 'Settings'.
  • Click on 'Site settings'.
  • Type 'camera'.
  • Appuyez sur "Paramètres avancés".
  • Appuyez sur "Autorisations d'application".
  • Assurez-vous que le bouton dans la rubrique « Appareil photo » est réglé sur "on".

Mac OS :

  • Click on the button with the three dots at the top right of the screen.
  • Click on 'Settings'.
  • Click on 'Site permissions'.
  • Click on 'Camera'.
  • Make sure that the button in the "Always ask for access (recommended)” section is "enabled".
  • Return to the System Check page and refresh it.

Windows:

  • Click on the 3-dot icon at the top right of the screen.
  • Then click on 'Settings'.
  • Type 'camera' in the search bar.
  • Click on 'Site settings'.
  • Click on 'Camera.
  • Select the right camera here and make sure the button is active ("Sites can ask to use your camera”)
  • Refresh the system check page.

Android:

  • Go to "Settings" on your device (not the browser settings).
  • Tap "Apps".
  • Tap Chrome
  • Tap "Permissions" (under "App settings").
  • Tap Camera and click on "Allow only while using the app"
  • Return to the System Check page and refresh it.

Mac OS :

  • Click on the 3-dot icon at the top right of the screen.
  • Then click on 'Settings'.
  • Type 'camera' in the search bar.
  • Click on 'Site settings'.
  • Click on 'Camera.
  • Select the right camera here and make sure the button is active ("Sites can ask to use your camera”)
  • Come back to the System Verification Page and refresh it.

Windows:

  • Click on the camera icon on the left of the adress bar
  • Vérifiez si vous avez sélectionné la bonne caméra et cliquez sur "Utiliser la caméra"
  • Refresh the page (press F5 key)

Android:

  • Go to "Settings" on your device (not the browser settings).
  • Tap "Apps".
  • Tap "Firefox".
  • Tap "Permissions" (under "App settings").
  • Set the button in the 'Camera' section to 'on'.
  • Return to the System Check page and refresh it.

Mac OS :

  • In Firefox, go to the gear icon on the right side of your screen.
  • Type "Permissions" in the search bar.
  • Make sure that the setting in the "Camera" section is set to “Allow” or “Ask”.
  • If you choose "Allow", all websites will automatically have access to your camera. So be careful with this.
  • Return to the System Check page and refresh it.

iOS et iPadOS :

  • Go to 'Settings' (on the device).
  • Tap "Safari".
  • Tap "Camera" (in the “Website Settings” section).
  • Make sure there is a check mark next to "Ask” or “Allow”.
  • With "Allow", you always grant Safari access to your camera, so be careful.
  • Return to the System Check page and refresh it.

Mac OS :

  • In Safari, click on 'Safari' at the top of your screen and go to 'Settings for this site'.
  • Make sure that the setting in the "Camera" section is set to “Allow” or “Ask”. If you choose "Allow", all websites will automatically have access to your camera. So be careful.
  • Return to the System Check page and refresh it.

Android:

  • Go to "Settings" on your device (not the browser settings).
  • Tap "Apps".
  • Press "Samsung Internet".
  • Press "App permissions" (under "App settings").
  • Press Camera and click "Allow only while using the app".
  • Return to the System Check page and refresh it.

Confirmation of your video appointment

You can reschedule or cancel your appointment by replying to the e-mail you received. We will contact you as soon as possible to confirm the changes or reschedule your appointment together.

  1. Before accessing the appointment, make sure that all your devices (webcam, microphone, laptop/pc/tablet/smartphone) are working properly
    N.B.
    : Also make sure that your devices are not taken over by a call on another communication platform (Teams, Skype, etc.).
  2. Click on the link in the email to go to the video appointment home page
  3. When the page is displayed, copy and paste the code provided in the email into the "Meeting Code" field.
  4. Allow your browser to access the microphone and webcam on your device, then follow the instructions! Follow the setup and steps indicated to ensure that the appointment runs smoothly. You are now connected and if you arrive a little earlier than expected... just be patient, your ING expert will join you shortly!

Our services

Log in and do your transactions when and where you want.

  • My ING, the online banking solution for individuals
  • My ING Pro, the online banking solution for business

Frequently asked questions

For support on online banking, information on our products and our services or any other question, your Contact Center is available from Monday to Friday, 08.00 am to 06.00 pm.

Frequently asked questions

Articles that might interest you

How can we help?

My ING - Your online banking solution

Log in and do your transactions when and where you want.

  • My ING, the online banking solution for individuals
  • My ING Pro, the online banking solution for business

 

My Team - Your Contact Center

For support on online banking, information on our products and our services or any other question, your Contact Center is available from Monday to Friday, 08.00 am to 06.00 pm.

Contact for the press

My Experts - Your network of branches

A network of branches at your disposal.

We use cookies to enhance your experience. Basic cookies are essential for the proper working of this website. For example, they save your language preferences. They also help us gather anonymous information about the use of our site. More information in our Cookie Policy

I don't agree I agree