FAQ - Pay

ING and the situation in Ukraine 

3D Secure

Find all the information about 3D Secure on this page

FAQ Cards

  • 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:

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 :

Frozen;

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*).

Visa card services

Your ING Luxembourg Visa Classic & Assistance card and Visa Gold card 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

Call Europ Assistance 24/7 directly, before starting any action.

Credit card lost or stolen

Immediately block your card in My ING or by contacting ING Luxembourg, even before contacting the police.

More information here.

Obtain your health coverage certificate for your international travels

Documentation

Assistance FAQ (only concerns the ING Visa Classic & Assistance and the Visa Gold cards)

Detailed overview of the guarantee offered by Europ Assistance (only concerns the ING Visa Classic & Assistance and the Visa Gold cards)

For more information, see the Terms and Conditions of Cover available on request and on our brochure page 12.

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

In case of a claim

Documentation

For more information, see the Terms and Conditions of Cover available on request and on our borchure page 07:

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.

IBAN & BIC/SWIFT

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 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.

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