FAQ - Online Banking

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

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. 

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