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.

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

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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