For security reasons, your new card has been temporarily blocked. 

I. Here’s how to unblock it:

Do you have My ING?

1. Log in to your My ING account;
2. Select “Current Account”;
3. Click on “(Un)block” in the top menu;
4. Click on “Unblock this card”; 
5. You can then use your card with the PIN we sent you or your usual PIN.
   If you haven’t received your PIN, please contact us.

Don’t have My ING?

Contact your relationship manager. They will help you unblock your card.

II. Once you have received your Visa Debit card, activate it using your new PIN by either:

• Making a purchase in-store and entering your new PIN
• Withdrawing cash from an ATM at ING Luxembourg’s head office

This will enable contactless payments and automatically block your previous Visa Debit card.

Note: If you have registered your old Visa card with online retailers (e.g. Amazon), please remember to update your details accordingly.

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

For security reasons, your new card has been temporarily blocked. 

I. Here’s how to unblock it:

Do you have My ING?

1. Log in to your My ING account;
2. Select “Visa Account”;
3. Click on “(Un)block” in the top menu;
4. Click on “Unblock this card”; 
5. You can then use your card with the PIN we sent you or your usual PIN.
   If you haven’t received your PIN, please contact us.

Don’t have My ING?

Contact your relationship manager. They will help you unblock your card.

II. Once you have received your Visa credit card, activate it using your new PIN by either:

• Making a purchase in-store and entering your new PIN
• Withdrawing cash from an ATM at ING Luxembourg’s head office

This will enable contactless payments and automatically block your previous Visa credit card.

Note: If you have registered your old Visa card with online retailers (e.g. Amazon), please remember to update your details accordingly.

Yes, because the “physical” Visa Classic, 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 an ATM at ING Luxembourg’s head office, 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.

• Block your card temporarily via My ING. 
  If you have lost your card and you think you might be able to get your hands on it again, block it temporarily (See the procedure further on in the questions) . Once you have found your card, you can unblock it immediately. 

OR

• Block your card(s) immediately and definitively, either: 
  • Via the ‘My ING’ app, go to your Current Account (Visa Debit card) or your Visa Account (Visa credit card) via the list of accounts and then click on the ‘(un)block’ icon in the menu. Then choose ‘Block this card definitively’ and follow the instructions that appear. Your card will be blocked immediately. 
  • By telephone, inform ING Luxembourg on +352 44 99 1. Your card will then be blocked, preventing fraudulent use. Within 3 working days, you will receive your new PIN code. 
• Then, a few days later, your new card will be sent to you by post. For security reasons, your new credit card has been temporarily blocked. (See the unblocking procedure further on in the questions). The first use of your card will be with your new PIN code (no contactless payment). Please note that the PIN code can be changed at any time via an ATM at ING Luxembourg’s head office. 

Send the police report to your Relationship Officer either by secured message via My ING, by visiting us, by dropping it in our letterbox or by the post.

• Block your card(s) immediately and definitively, either: 
  • Via the ‘My ING’ app, go to your Current Account (Visa Debit card) or your Visa Account (Visa credit card) via the list of accounts and then click on the ‘(un)block’ icon in the menu. Then choose ‘Block this card definitively’ and follow the instructions that appear. Your card will be blocked immediately. 
  • By telephone, inform ING Luxembourg on +352 44 99 1. Your card will then be blocked, preventing fraudulent use. 
• Within 3 working days, you will receive your new PIN code. Then, a few days later, your new card will be sent to you by post. The first use of your card will be with your new PIN code (no contactless payment). Please note that the PIN code can be changed at any time via one of our ATMs (ING Luxembourg).
• Report your lost or stolen card to the police within 24 hours;
• Send the police report to your Relationship Officer either by secured message via My ING, by visiting us, by dropping it in our letterbox or by the post.

• What is fraud? 
  
  Fraud is when a payment is carried out through the unauthorised or fraudulent use or initiation of a payment service.
  
  
• Have you not completed the transaction yourself?

Scams occur when criminals deceive or manipulate you into authorising a payment or revealing information that enables a payment to be made.

Pay careful attention to unsubscribed subscriptions/renewals, promotions and offers that have not been terminated, etc. Those are not considered fraud and should be resolved directly with the merchant, or via a dispute form. 

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.

If your problem does not correspond to one of the points listed above, please file a complaint.

Block your card definitively, either: 

• Via the ‘My ING’ app, go to your Current Account (Visa Debit card) or your Visa Account (Visa credit card) via the list of accounts and then click on the ‘(un)block’ icon in the menu. Then choose ‘Block this card definitively’ and as motif “My card is damaged or swallowed by an ATM” and follow the instructions that appear. A new card will automatically be ordered. In the meantime, you can still use your old card to pay online. When you use the new card to make a payment, the old card will automatically be blocked. 
• By telephone, call ING Luxembourg on +352 44 99 1. 

Within 5 working days, the new card will be sent to you by post. For security reasons, your new credit card has been temporarily blocked. (See the unblocking procedure further on in the questions). The PIN code will remain unchanged.

• If your card has been swallowed by one of the ATM’s at ING Luxembourg’s head office:
  We will contact you again about how to get it back.

OR

• If the card has been swallowed by an ATM in Luxembourg or in any other ATM in the world:
  
  
  • Please block this card via My ING, go to your Current Account (Visa Debit card) or your Visa Account (Visa credit card) via the list of accounts then click on the "(un)block" icon located in the menu.
  • Then choose “Block this card permanently” and the reason “Card damaged or swallowed by an ATM”.
  • The card will be automatically recommended and delivered within 5 working days.
  • In the meantime, the old card can still be used to pay online.
  • Your replaced card will be automatically blocked when a payment is made with the new card. 

You have lost your payment card. It is possible to temporarily block your card in your My ING!

Once you have found your card, you can unblock it and use it again instantly. 

For this, please refer to the "Card Problems" section to follow the procedure that best suits your situation.

The Standby Credit Facility gives you access to additional funds at any time.

By adding a standby credit facility to your current account, you have a permanent credit facility making it easier to meet your needs at any time.

If you have a much larger one-off expense, you simply top up your Visa account (or "top up your Visa card") via a simple account-to-account transfer. You can then use your card immediately.

E.g.: you need to book a vacation for you and your family for an amount of 5000 euros but your credit line does not cover this need. Simply transfer the necessary amount to your Visa account to complete your transaction.

You can easily make this operation anytime anywhere through My ING app available on your smartphone, tablet, computer... 

Image description: Line of Credit Workflow Associated with a Visa Account

This flowchart explains the process of spending and repayment for a credit line linked to a Visa card

Expenditure Period:

• Start of Previous Month (21st of the month): Marks the beginning of the expenditure period.
• 5th of the Current Month: Automatic reimbursement, setting the starting balance to €0.
• Purchases Made During the Month: Examples include a purchase on the 12th for €100 (balance = -€100) and another on the 15th for €300 (balance = -€400).
• Additional Ad Hoc Funding of the Visa Account (Optional): Opportunity to top up the account. Example of an incoming transfer of €200 on the 17th, bringing the balance to -€200.
• 20th of the Month: The balance is recorded, and this figure will appear on the Visa statement.

Repayment Period

• 21st of the Current Month: Marks the end of the expenditure period.
• 5th of the Following Month: Automatic reimbursement.
  Repayment Methods: Three available options:
  • 1st Repayment Method: Automatic transfer of 100% of the incurred amount. In this example, €200 is deducted.
  • 2nd Repayment Method: Partial automatic transfer of 10% of the incurred amount. Example: €20 is deducted, leaving an outstanding balance of -€180.
  • 3rd Repayment Method: Transfer of a fixed amount set by the user. Example: €100 is deducted, leaving an outstanding balance of -€100.

Additional Notes:

Combining additional ad hoc funding of the visa account and automatic reimbursement helps to avoid late payment fees. 

Important Information:

• Repayment Methods Option: Can be modified through the My ING app.
• Statement Date: The date falls between the 19th and 21st of the month (excluding public holidays).

Note: Transactions made between the 20th and the 5th of the following month are recorded in the next period.

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.

• 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.
  
  Secured payments over the Internet? This is entirely possible thanx to the Visa Cyber Card and 3D Secure.

To directly activate the “3D Secure” service, register your Visa card in your My ING (“My Security” space) using LuxTrust authentication.

Without activation from your side, we will automatically link your Visa card to the 3D Secure service in a couple of days. You can then validate your online payments securely thanks to the code that will be generated by your LuxTrust product.

If you don’t’ have a LuxTrust product

1. Obtain your LuxTrust Mobile certificate

LuxTrust is the identification service, compliant with European requirements, that enables you to acquire certified electronic identification.

• Visit: https://www.luxtrust.com

• Go to the LuxTrust Mobile column then to the «  Don’t already have a LuxTrust identity? Order one via LuxTrust Mobile by clicking here »" part and click on the order link.

• Follow the instructions and complete the form.

• Follow the payment instructions.

• Download the LuxTrust Mobile application from the Apple Store or the Google Store.

• When you receive the text message from LuxTrust containing your video ID code, open the LuxTrust Mobile application.

• Click on “Start activation”.

• Enter your video ID code (you will find it in the text message you received).

• Enter your mobile number.

• Accept the General Terms and Conditions

• Authorise access to your microphone

• Take the video interview with the operator

• Great, you’ve been identified! You’ll receive your LuxTrust codes by text message or email.

• Now activate your LuxTrust certificate in your LuxTrust Mobile application, following the step-by-step instructions. Next, click the “Finalize” button.

Your Certificate is now activated and your LuxTrust Mobile App is ready for use!

… Then follow the previous steps

It is a technology that allows you to make a payment without having to insert your payment card into the terminal.

When the card is contactless-compatible, the contactless payment symbol (NFC) appears on the front of the card.

At any terminal displaying the contactless symbol.

Your card's contactless function uses short-wave transmission technology. To pay, simply hold your card a few centimeters away from the payment terminal displaying the contactless symbol.

Contactless payment will be activated on your card as soon as you have either made a contact transaction with a PIN code at a merchant, changed your PIN code, or made a withdrawal (fees apply for credit card withdrawals) at an ATM.

Yes, contactless payment is faster. For small everyday purchases (under EUR 50), you save time with contactless mode, as you no longer need to enter your PIN code. What's more, you don't have to search for coins or bills, and you don't have to wait for your change. For all other purchases (over EUR 50) made using contactless technology, you no longer need to insert your card into the terminal. This saves you time on all your payments.

No, it allows you to make all the payments you usually make. You choose the type of payment: pay contactless or insert your card.

Yes, as with all payments made with your payment card, all transactions are listed on your account statement, which specifies: the amount, the date, and the reference number of the merchant where you made the payment.

Yes, nothing changes; just insert your card and enter your PIN.

In Luxembourg, you can make all your payments, regardless of the amount, using contactless technology. For amounts under EUR 50, you do not need to enter your PIN. For amounts over EUR 50, you will be asked for your PIN. These limits apply in Luxembourg and vary from country to country.

No, it is impossible to make a contactless payment without meaning to. You initiate the payment by holding your card a few centimeters away from the merchant's terminal to validate the amount entered. Beyond this distance, your contactless card cannot be activated. You therefore remain in control of your contactless payments. Finally, all contactless transactions are completed with the issuance of a receipt.

No, there is no risk. As soon as the contactless payment is validated by bringing your card within a few centimeters, the connection between your card and the payment terminal is automatically and instantly interrupted. To make a new contactless payment, the merchant must repeat the procedure at the payment terminal by entering a new amount to be paid.

Random checks are carried out for security reasons for amounts under EUR 50.

Yes, your contactless card, like all payment cards, meets the same security criteria and offers you the same guarantees as your old card.

Please start by reading the section entitled "What should I do if my Visa card is stolen?’". You are protected as soon as your card is blocked. In addition, contactless use of your card without a PIN code is limited to EUR 50 per payment and to a total limit of EUR 100. For purchases over EUR 50, a PIN code is required. This security measure ensures that you are the cardholder and limits the risk of fraudulent use of your card. If you are a victim of fraud, you will be protected by the same guarantees as with your current card.

Starting from 9 October 2025, the Verification of Payee will be mandatory. It checks whether the name or identifier of the beneficiary matches the IBAN entered for the transfer. The beneficiary’s bank compares this information with its own records. 

This measure, introduced by the European Commission, aims to strengthen payment security within the European Union.

Verification of Payee helps prevent certain types of fraud, such as identity theft or transfers to false beneficiaries, and reduces errors caused by incorrect data entry. 

There are two exceptions:

• Professional or institutional clients can choose not to use beneficiary verification for bulk payments sent by file (package). However, the check is still required for individuals and for companies if the file contains only one payment.
• Paper-based or non-electronic transfers (such as those sent by post, fax, email, or secure messaging) may be exempt if the client is not reachable at the time of their receipt. This includes cases like payments made using a Universal Payment Title.

When you enter a payment, and before it is executed, the data you enter (name and IBAN at least) will be compared with those recorded by the beneficiary's bank. 

You will then receive one of the following results: 

• If the data matches, you will receive a confirmation message ("Match"), you can validate your payment as entered.
• If the data matches partially ("Close Match"), you will receive an alert message with the proposal of the beneficiary's name as registered with the beneficiary's bank. You will be asked to check the beneficiary's name before validating your transfer.
• If the data does not match ("No match"), you will receive an alert. We therefore invite you to check the details you have entered before confirming your transfer. If you decide to proceed without making any changes, the transfer may be sent to an incorrect recipient.
• If the Verification of Payee could not be carried out ("Verification not impossible"), you will receive an alert message (technical error, beneficiary bank not reachable etc.).

This notification is a warning. It is a decision-making tool that verifies the concordance of the data entered with that held by the beneficiary bank. It is up to you to decide whether to proceed with the transfer with or without modifications.

• For individuals, the verification is carried out based on the first and last name of the account holder or one of the co-holders registered with the beneficiary's bank. In the case of a close match, only the name of the account holder whose name was entered is displayed.
• For legal entities, the verification concerns the legal names or LEI registered by the beneficiary's bank.

After receiving the result of the beneficiary check (no match or close match) and being informed of the risks, you may decide to validate the transfer without making changes.

However, if the payment is transferred to an incorrect beneficiary (due to fraud or an error when entering details), you will be held liable, and no refund will be possible.

We therefore recommend: 

• Not validating the payment immediately; 
• Verifying the beneficiary's data; 
• Contacting your beneficiary directly via a verified channel (known phone number, official website, certified email) to confirm their bank details (name, legal name, LEI, IBAN).

Payment service providers (PSPs) are only held liable if they did not share the result of the beneficiary check or did not inform the payer about the risks where the Verification of Payee result is not a match.

You play a essential role in the smooth running of the control:

• Make sure that the beneficiary's name you enter matches the legal name (legal entity) or the first and last name (natural person) associated with the beneficiary's bank account.
  
  The use of aliases, trade names, abbreviations or acronyms may result in a 'no match' or a 'close match' and trigger an alert message.
  
  Differences such as the use of nicknames or abbreviations can trigger an alert message. Differences in capitalization and punctuation will not have an impact.
  
  Examples:
  
  - “Maman” vs “Sophie Martin”:
  --> "No match": modify the details of your transfer by replacing the beneficiary "Mom" with your mother's first name + official name. If the beneficiary is registered, also remember to change the registered name to the first name + official name. If you don't, you'll continue to receive an alert message every time you make a transfer.
  
  - “S. Martin” vs “Sophie Martin”:
  --> "Close match": modify the details of your transfer by replacing the abbreviated first name with the full first name + official name of your beneficiary that is suggested to you. If the beneficiary is registered, also remember to change the registered name to the first name + official name suggested. If you don't, you'll continue to receive an alert message every time you make a transfer.
  
  
• Remember to update the names in your list of registered beneficiaries to avoid an error message: a legal name for a company, a first and last name for an individual.
  
  
• Use the legal name, which can appear on the bank account details (RIB) of the beneficiary account you want to credit, the name indicated next to the IBAN on the invoice or payment request.
  
  Examples:
  
  - "Magasin Dupont" (trade name) vs "Holding Solutions SARL" (legal name):
  => "no match": change the details of your transfer by replacing the beneficiary "Magasin Dupont" with "Holding Solutions SARL". If the beneficiary is registered, consider also changing the name to the legal name. If you don't, you'll continue to receive an alert message every time you make a transfer.
  
  - "Dupont SARL" vs "Dupont Solutions SARL"
  => "close match": modify the details of your transfer by replacing the beneficiary "Magasin Dupont" with "Holding Solutions SARL" which is suggested to you. If the beneficiary is registered, consider also changing the name to the legal name. If you don't, you'll continue to receive an alert message every time you make a transfer.
  
  
• When transferring a payment to an account in the name of two holders, indicate the full name (first and last name) of only one of them.

Yes, instant payments with a future date are subject to the Verification of Payee when entering the transfer.

Yes, the Verification of Payee also applies to the creation of new standing orders and the amendment of existing standing orders. 

However, it does not apply to existing standing orders unless they are amended.

The Verification of Payee must be carried out before any client transfer in euro, regardless of the channel used, to payment accounts opened with banks in the Eurozone from the 9th of October 2025 and between all banks in the EU from 9th of July 2027.

If the payment is initiated via a Payment Service Provider in Eurozone it is responsible for verification of payee check.

In My ING, payments between the accounts displayed in "My Accounts" are not subject to this check.

It also does not apply to payments in currencies other than euro, card payments and direct debits.

If someone wants to make a transfer to you, tell them the exact name associated with your bank account by sharing, for example, your bank account details.

When verifying the payee, an individual's name only appears if the name entered by the payer differs slightly from the name registered with the beneficiary bank (e.g. "Dupont" and "Dupond"). 

In all other cases, your name will not appear in order to preserve your personal data.

In the event of a close match for a transfer to an account in the name of two account holders, only the registered name of the account holder whose name was entered by the payer is communicated.

Money deposited in your Savings Account  is not blocked. It remains fully accessible in accordance with your needs. 

Unlike a savings account, when you invest money in a Medium-to-Long-Term Deposit it is blocked for its term. This enables you to receive a larger return. In the event of force majeure, however, it is entirely possible to break off the deposit before maturity, with penalties.

My ING, your secure online banking, allows you to consult your accounts free of charge – including your savings accounts – as well as conduct transactions, contact your Private Banker and so on.

Interest is calculated over the entire year and paid into the account on 31 December.

The interest shall be credited to you at the end of the deposit's term.

With the ING Luxembourg Junior Savings Account, you can provide for your children's future at a very favourable interest rate.

For more convenience, your term deposit shall be renewed on maturity for the same term. If in the meantime there have been changes on the money markets the interest rate shall be modified. If you do not want the deposit to be renewed automatically, simply let us know at the latest 2 days before its maturity.

For two months after he or she reaches the age of 12, your child has the possibility of withdrawing the balance through his or legal representative(s).

Between the ages of 12 and 18, though the capital remains blocked until the age of legal majority, the holder can in agreement with his or her legal representative(s) withdraw the interest each year.