In a constant effort to improve the quality of our services and to develop the functionalities of our credit cards very soon, we have sent you your new Visa card.

The look of the "physical" cards and some of the names

• Visa Classic
• Visa Gold (replaces your old Visa Classic & Assistance)
• Visa Platinum (replaces your old Visa Gold)
• Visa Business

Your PIN, benefits, services and rates related to your Visa card do not change.

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.

Until you activate your new Visa card, the old one will still work. For security reasons, however, we will be obliged to block your old Visa card on the last day of the month following the month in which you receive the new card.

So, here’s a tip, don't wait for your card to be blocked, activate your new card right now!

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.

Call us at +352 44 99 1

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

• Block your card(s) immediately, either:
  • Via the app My ING, select the current account linked to the V PAY card from the list of accounts and then click on the "block" icon in the menu. Then follow the instructions.
    
  • By phone, notify SIX Payment Services immediately at +352 49 10 10. Your card will then be blocked, preventing its fraudulent use. This service is available 24/7;
• Report the loss or theft to the police within 24 hours;
• Provide the police report to your relationship manager either by secure message via My ING, or by going to one of our branches accessible without an appointment, or by slipping it into the mailbox of your nearest ING branch, or by sending an email to our Contact Center.

• Block your card(s) immediately, either:
  • Via the app My ING, select the VISA account from the list of accounts and then click on the “block” icon in this menu. Then follow the instructions. Your card will be immediately blocked.
  • By phone, notify ING Luxembourg immediately at +352 49 49 94. Your card will then be blocked, preventing its fraudulent use. This service is available 24/7;
• Within 3 working days, you will first receive your new PIN code. Then a few days later the new card will be sent to you by post. The first use of your card will be with your new PIN code (no contactless). Please note that the PIN code can be changed at any time via one of our ATM’s.
• Report the loss or theft to the police within 24 hours;
• Provide the police report to your relationship manager either by secure message via My ING, or by going to one of our branches accessible without an appointment, or by slipping it into the mailbox of your nearest ING branch, or by sending an email to our Contact Center.

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

If the card has been swallowed by an ATM located in another ING Luxembourg branch or in any other ATM in the world, please block this card via "My ING > my cards"; it will be automatically reordered and delivered according to the following time frames:

• V PAY card: 10 days
• Visa card: 4 days

If you have any questions, please contact our Contact Center via:

• email: contactcenter@ing.lu
• tel.: + (352) 44 99 1 (Monday to Friday, 8 am to 6 pm)

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.