FAQ - Pay

FAQ Cards

Receipt of my Visa Debit card

As part of our ongoing efforts to improve the quality of our service, we have sent you your new Visa Debit card to replace your old V PAY card. Although your V PAY card may still have some time to run, this change is voluntary and effective immediately.

  • Your new Visa Debit card will now allow you to pay for your purchases in shop AND online! 
  • Your online purchases will also be protected by 3D Secure security technology. 

The pricing conditions for your new debit card remain the same as for your V PAY card.

The usage limits of your V PAY card are retained on your new Visa Debit card.

  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 old V PAY card.

As long as you have not activated your new Visa Debit card, your old V PAY card will still work. For security reasons, however, we will need to block your old V PAY card on the last day of the month following the month in which you received your new card.

So don't wait for your card to be blocked - activate your new card now!

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

Receipt of my Visa credit card

  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).
  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.


Visa credit card services

Assistance services

Your Visa Gold & Visa Platinum cards provide you with one of the most comprehensive assistance packages on the market 24 hours a day, 365 days a year. To provide this cover, ING Luxembourg has appointed Europ Assistance, the founder and leader on the assistance market.


In an emergency ( except for the following cases: the card was stolen, lost or swallowed by an ATM)

Call Europ Assistance 24/7 directly, before starting any action.
Please have the 10-digit ID number on the back of your card ready.


Credit card lost, stolen or swallowed by an ATM

Obtain your health coverage certificate for your international travels


For more information, see the Terms and Conditions of Cover:

Insurance services

ING Luxembourg has teamed up with Foyer Assurances to offer you a range of insurance.


For more information, see the Terms and Conditions of Cover:

The minimum monthly repayment required is 10% of the balance shown on your statement. This must be done by the 5th of the month following the statement.

Any reimbursement of less than 10% of the balance and/or made after the 5th of the month will generate a late fee (see extract from the tariffs).

If you have opted for an automatic refund at 100% or 10%, you only need to ensure that the current account from which your VISA statement is paid has sufficient funds on the 5th of the month.

If you have opted for a manual transfer or a fixed amount, you must ensure that the amount of the transfer is sufficient and/or that it is made before the 5th of the month following your statement.

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

Other frequently asked questions on cards (Debit or Credit)

  • 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 ING Luxembourg 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.

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:

  • Visa card (Debit or Credit): 7 days

If you have any questions, please contact us.

Fraud on a Visa card

What is fraud? 

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.

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


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

Other types of claims

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.

  • 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

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.

You will find below a comparison of the European Central Bank (ECB) reference rates and the rates we offer you for your foreign-currency payments by card (debit or credit) in the European Economic Area (EU Cross Border*).

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. 

ING and the situation in Ukraine 

What are instant payments?

An instant payment is a money transfer in EUR executed in real time between two bank accounts located in a SEPA zone country1.

It can be used to transfer funds within 10 seconds. Instant payment is available 7 days a week, 24 hours a day, 365 days a year, including weekends and holidays. Beneficiaries of the funds can use them immediately.

1) SEPA (Single EuroPayments Area): EU countries plus Iceland, Liechtenstein, Norway, Monaco,Switzerland and San Marino

As a payee of a payment, if the payer's bank participates in Instant Payments, you can receive payments 7 days a week, 24 hours a day to all your EUR current accounts at ING.

This functionality is not available for the moment.

We are aiming to provide this feature in a step-wise manner and it will be progressively rolled-out for the different business lines. We will keep you informed as soon as such initiation will be possible.

However, the « urgent transfer » option in your My ING remains available. The transfer of the funds will be done in max 24h with some additional fees (more info on ing.lu/tariffs).

We only allow instant payments on EUR current, Visa and Savings accounts. If we receive an instant payment to an IBAN which belongs to a non-EUR account, it will be automatically rejected. In addition, we only allow instant payments up to a maximum of 100,000 EUR.

There are no fees when receiving an Instant Payment in EUR. 

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

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  • 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, 08.30 am to 06.00 pm.

Frequently asked questions

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