FAQ - Online Banking

ING Payconiq

The change from Digicash to Payconiq is due to a technical migration. Both apps allow you to pay using your smartphone (payments to one of your contacts, a merchant, etc.), but they work slightly differently. ING has migrated its Digicash app to the new ING Payconiq app, and all local banks will soon also switch to Payconiq.

You can hide or show your account balance with a simple hand gesture. Activate this feature via your profile (top right button), Settings, "Keep your balance private".

 

Payconiq and My ING are currently still two separate apps, although the aim is to combine them in a single app to simplify your payments. We will tell you more very soon!

Payconiq now allows you to pay contacts in BeNeLux, so they need to be registered with international prefixes (+352, +32, etc.) to be visible. Also check that you only have one number saved per contact.

Ask the person to send you a payment request via a QR code: “Payments” - “Payconiq” - “Request a payment”.

Payconiq and My ING are currently still two separate apps, although the aim is to combine them in a single app to simplify your payments. You will currently find the payment history in My ING. You can use the “search” function by entering the keyword “Payconiq”. 

Some merchants have not yet migrated their codes to Payconiq. Feel free to refer them to our help desk:  contactcenter@ing.lu. You could also check that you have authorised the app to use your camera (go to your phone settings).

You cannot schedule payments. They are made as soon as you confirm them. 

Yes, all you have to do is download the free ING Payconiq app from the App Store or Google Play by using your LuxTrust mean of connection (Token or Mobile) to set up a connection with your current account.

Use Payconiq step by step

Download the ING Payconiq app and link your telephone number* to your ING account by using your LuxTrust ID.

*You must link your telephone number to your ING account to be visible and to see your contacts in the app. 

It depends since each Payconiq account is associated with a phone number and a bank account to receive payments. If you only have one phone number and you already use Payconiq via the app of another bank in Luxembourg, you must first dissociate your telephone number from your Payconiq account with the other bank. You will then be able to activate and link Payconiq to your ING accounts.

Check that telephone numbers that are not visible are registered with a prefix (+352, +33 or +32)*, and that there is only one number per contact. Your contact must also have finalised registration of their telephone number with one of their accounts to be visible. If no contacts appear in the list, the app may not be authorised to access your contact list. See next question to check this.

*Payconiq allows you to send payments to BeNeLux, so you need to register your contacts with international prefixes (+352, +33 or +32, etc.) for them to be visible.

For  iPhone, go to :

  1. Settings
  2. > Confidentiality
  3.  > Contacts 
  4. Click on ING Payconiq to allow the access to your contacts

Do the same operation for the camera.

For Android, go to :

  1. Settings 
  2. > Apps 
  3. > ING Payconiq 
  4. > Permissions 
  5. Allow Contacts and Camera for the app (these steps may vary slightly depending on your smartphone)

Note: Payconiq must be able to access your contacts and your camera. Your contact list is only accessed to check contacts already known to Payconiq and therefore eligible to receive payments. No data is recorded during that action. 

In case of other interrogations

If you encounter a problem, first try uninstalling and then reinstalling the app. 

You can contact our help desk colleagues using the email address contactcenter@ing.lu or by telephone on +352 44 99 1.

3D Secure

Find all the information about 3D Secure on this page

LuxTrust Products

Beware of phishing attempts : LuxTrust will never ask you to share your credentials by clicking on a link. In any case of doubt, do not share your LuxTrust credentials and contact us.

 

  • 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.

LuxTrust: Certificate, User ID and password                    

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 

LuxTrust Mobile app

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 our 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.

LuxTrust Token

  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

LuxTrust secret image

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.

In case of doubt, don't communicate your LuxTrust IDs and contact us.

LuxTrust Scan

  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.

My ING/My ING Pro

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

Thanks to you Mobile PIN code, you will be able to log on again easily and safely in the future.

Protection against errors 

  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. 

Miscellaneous

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

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

5 security rules for digital communications with ING

1. We will never ask you for your access codes by SMS, email or other 2. Always connect via 'www.ing.lu' 3. Be wary of any email attachments 4. Keep your software up to date 5. Contact us in case of doubt

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