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FAQ - Pay
FAQ Cards
Receipt of my Visa Debit card
- You should have received your PIN code, so get it ready.
- 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 previous Visa Debit card.
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
- 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.
- Your old Visa card will be automatically blocked for security reasons.
- 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:
- Go to one of our ING Luxembourg ATM's, insert your new Visa card, and enter your PIN code (no further operation necessary).
or
- 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.
Card problems
- 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. Once you have found your card, you can unblock it immediately. (See the procedure further on in the questions)
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. The service is open 24 hours a day, 7 days a week;
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, or by visiting one of our walk-in branches, or by dropping it in the letterbox of your nearest ING branch.
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. The service is open 24 hours a day, 7 days a week;
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, or by visiting one of our walk-in branches, or by dropping it in the letterbox of your nearest ING branch.
Fraud
- 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.
Visa fraud form *
* When opening a case of fraud, the card must be :
- Definitively blocked;
- 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.
- Below are situations in which the Visa service may take actions :
- 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
Simple claim form *
* 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.
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 follow the instructions that appear. A new card will automatically be recommended. 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. The service is open 24 hours a day, 7 days a week.
Within 5 working days, the new card will be sent to you by post. The PIN code will remain unchanged.
- If your card has been swallowed by an ATM located in one of these ING branches in Luxembourg: Esch, Ettelbruck, Luxembourg Siège or Strassen:
We will contact you again about how to get it back.
OR
- If the card has been swallowed by an ATM located in another ING branch 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.
Please contact the ING Visa service at +352 44 99 1 or via contactcenter@ing.lu within business hours or the police outside these hours.
Visa card services
You have lost your payment card. It is now 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.
To temporarily block your Visa Debit card :
- Go to your My ING, ‘Current Account’,
- In the top menu, click on ‘(Un)block’.
- Then click on ‘Block temporarily’.
To temporarily block your Visa credit card :
- Go to your My ING, ‘Visa Account’,
- In the top menu click on ‘(Un)block’.
- Then click on ‘Block temporarily’.
Once you have found your card, you can instantly unblock it using the same procedure.
Yes, temporary blocking is available for debit and credit cards. However, you will need to block each card separately.
For this, please refer to the "Card Problems" section to follow the procedure that best suits your situation.
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.
Contact
In case of emergency please call Europ Assistance 24/7 before taking any other action and specify when you call that you are an ING Luxembourg client.
Please have the 10-digit ID number on the back of your card ready and share it when you call so that you can quickly access the services linked to your card.
Obtain your health coverage certificate for your international travels
Documentation
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.
Contact
In case of claim
Documentation
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
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*).
- 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.
3D Secure
Find all the information about 3D Secure on this page
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.
Instant payments
An instant payment is a transfer in euro executed in real time (10 seconds) between two bank accounts located in a SEPA country*.
Instant payments are possible between payment accounts of banks in the euro area starting from October 9, 2025, and from all banks in the European Union starting July 9, 2027.
It can be used to transfer funds in up to 10 seconds 24/7, 365 days a year, including weekends and public holidays. Recipients can use the funds immediately.
* SEPA (Single Euro Payments Area) list of countries.
Making an instant payment is as easy as making a classic payment. Regardless of the channel, you should select the "instant payment" option after entering the beneficiary details and completing the Verification of Payee.
As a payee, if the payer's bank participates in the instant payment system, you can receive payments 24/7/365 to eligible euro and non-euro accounts.
- Receiving an instant payment in euro to an eligible account in euro is free, except special conditions.
- Similarly, initiating an instant payment in euro from an eligible euro account is free, except special conditions.
- However, an instant payment in euro to or from an eligible non-euro account will incur a foreign exchange fee, in accordance with our tariffs.
Instant payments will be included in your available balance with a value date equal to the transaction date. Yet the accounting date for instant payments made on evenings, weekends, and holidays, which appears on your statements, corresponds to the next bank business day, which has no impact on your interest calculation.
Yes, here are the main rules:
- Receiving: Instant payments to foreign currency accounts are accepted up to €100,000. Payments above this amount will be rejected.
- Sending: Instant payments from foreign currency accounts are allowed up to €25,000. Payments above this amount will also be rejected.
- Exchange rates: As an exception to the usual pricing, instant payments use market reference rates published by the Global Market Database (GMDB) at 7:20 am, 11:20 am, 2:20 pm, and 5:20 pm CET on each banking business day. The 10:00 pm rate is currently not used.
Payments are processed immediately using the latest available rate, plus a service margin. - Weekends and public holidays: If a payment is received or initiated during a weekend or public holiday, the rate used will be the latest available GMDB rate from the previous banking day, plus a service margin.
We will inform you of any changes to these thresholds and the new exchange rate rules, already detailed in our Tariffs, through an update to this FAQ.
You can now make instant payments from your ING payment accounts through several channels such as:
- My ING (mobile app and website)
- Account aggregation services that allow you to group several bank accounts from different banks in one place.
The "urgent payment" option is still available in your My ING and in your branch. The payment will be made on the same day if requested before 4:00 pm on the bank working day, and within a maximum of one bank working day after 4:00 pm, for some additional fees (more information on our tarifs)
You can receive instant payments to current accounts, Visa accounts, and savings accounts in euro. Non-euro accounts are also eligible to receive instant payments.
You can make an instant payment from your euro and non-euro current accounts.
In your My ING account, you can change the limit specific to instant payments across all the accounts from which you are authorized to make payments. If you have a payment mandate on an account, you can change the limit. However, if you have a consultative mandate on that account, you can consult but not change the limit.
When joint approval is required to validate a payment, a simple approval from one of the co-approvers is sufficient to change the limit.
You can also contact your Relationship Manager to change this limit, taking into account the joint approval requirements.
You can set a maximum limit in euro per instant payment or per day, for all instant payments initiated, in your My ING or on request at a branch. This limit will apply to all instant payments initiated through those channels at least. It will not apply to instant transfers made between accounts under the same client number, accessible via your “my accounts”.
By default, we will set a limit in My ING that you can change to suit your needs. This limit will be €2,000 for Personal Banking clients and €10,000 for Private Banking clients.
For security reasons, a maximum limit of €50,000 per transaction is applied to instant payments made via My ING and account aggregation services that group multiple bank accounts.
If you exceed this limit, your transfer will be rejected. This limit can't be changed.
With instant payments, you will also have the option to schedule your future payments and standing orders at the date and time of your choice.
Verification of payee
Starting from 9 October 2025, beneficiary verification (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.
Beneficiary verification helps prevent certain types of fraud, such as identity theft or transfers to fake recipients, 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 goes to an incorrect beneficiary (due to fraud or a mistake when entering details), you will be held responsible 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 responsible if they did not share the result of the beneficiary check or did not inform the payer about the risks in case of incorrect information.
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 payment 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 payment.
- “S. Martin” vs “Sophie Martin”:
--> "Close match": modify the details of your payment by replacing the abbreviated first name with the full first name + official name of your beneficiary that is offered to you. If the beneficiary is registered, also remember to change the registered name to the first name + official name offered. If you don't, you'll continue to receive an alert message every time you make a payment.
- 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 payment 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 payment.
- "Dupont SARL" vs "Dupont Solutions SARL"
=> "close match": modify the details of your payment by replacing the beneficiary "Magasin Dupont" with "Holding Solutions SARL" which is offered 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 payment.
- 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 payment.
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 the beneficiary will be carried out before any customer payment in euro, regardless of the channel used, to accounts opened with banks in the Eurozone from the 9th of October 2025 and between all banks in the EU from the 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 payment 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 payment 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.
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