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In case of problem with your bank card
V PAY card : in case of loss or theft
- 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;
- 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.
- 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.
Visa card : in case of loss or theft
- 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.
Card swallowed by an ATM
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, 8:30 am to 6 pm)
Damaged card
Here's how to proceed:
- Go to your My ING space
- Select the account linked to the damaged card in the list of accounts
- Click on the "block" icon in the submenu.
- Select "damaged card" in the list of choices
- follow the instructions.
A replacement card having the same PIN code will be delivered within 7 working days.
Recommendations
Personal Identification Number (PIN)
Choose a PIN:
- that you commit to memory;
- that cannot be guessed even by those who know you well (avoid: date of birth, post code, etc.).
Never: - provide the PIN to a third person;
- write the code down on your card or anywhere else.
Cash withdrawals from cash dispensers and ATMs
You should comply with the following basic rules when you withdraw cash from an ATM:
- make sure nobody can see the PIN you enter;
- make sure that the ATM has not been altered by fraudsters (mini-camera filming the PIN, a reader added to record the magnetic strip, etc.).
If you have any doubts about the integrity of the ATM, please report this to the branch to which it belongs.
Internet
E-commerce has revolutionised how we do our shopping. Shopping over the Internet is now simplicity itself but caution is also needed when you enter your payment details.
ING Luxembourg S.A. uses trade names to designate some services linked to a payment account and invites consumers to refer to the glossary provided in the General Terms and Conditions of the Bank and in the Pricing Extract in order to identify the corresponding terms on the standardised list of services.
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, 08.30 am to 06.00 pm.
My Experts - Your network of branches
Our advisors are at your disposal to help you.