Frequently asked questions

Access
Where can I find the "Tracking Payment Status" service in my menu?
The service is available through the "My current accounts > Payments > Tracking Payment Status" menu in Business’Bank and Telelink Online.
Which transactions can I monitor with this service?
You can monitor the following transactions:
  • outgoing SEPA Credit Transfers
  • outgoing international payments
  • collections of SEPA Direct Debits, particularly collections ordered by you generating incoming funds in your account and r-transactions linked to your collection (up to 14 days after the transaction was executed)
Note: you can only monitor the status of the transactions that were executed from Belgian ING accounts.
What do I pay for this service?
Nothing! This service is entirely free for all users of Business’Bank and Telelink Online who have at least consultation rights for 1 or more accounts.
What is the difference between "Monitoring envelopes" and "Tracking Payment Status"?
The "Monitoring envelopes" service in Telelink Online and Business’Bank only allows you to monitor the evolution of the processing of the files you sent to ING. The "Tracking Payment Status" service shows the status of all SEPA and international credit transfers and SEPA Direct Debits, regardless of whether they were supplied individually or per file. The "Tracking Payment Status" service also shows the most recent status for your transaction with the status reason, and a solution if one is available.
Why is it that I do not see this service?
The service is always available in Business’Bank and/or Telelink Online.

In order to see the service and the transactions, you must at least have consultation rights for the accounts linked to your Isabel subscription or ING ID. If you only have encoding rights, you will not be able to see the service.
Why is it that I am unable to find a certain transaction?
You can only see the status of the following transactions:
  • all outgoing SEPA Credit Transfers
  • all outgoing international payments
  • all collections of SEPA Direct Debits
  • It is impossible to monitor the status of transactions that were executed from accounts that are not Belgian ING accounts.
  • The transactions are only visible if the account to which the transactions apply is visible in your Business’Bank or Telelink Online. If you want to add accounts, please contact your branch or account manager.
  • The transactions are only visible if you have the appropriate rights.
  • The "Tracking Payment Status" service only provides a summary of the transactions/transaction groups that were sent to ING successfully. The transactions that were entered through Business’Bank or Telelink Online (except through the uploading and forwarding of files) and are still awaiting one or several additional signatures are not visible until fully signed.
  • The service shows the results of sent transactions:
    • within the past month for interrupted transactions
    • in the past 13 months for current transactions
    • in the past 2 weeks for executed transactions.
Why is it that I do not seem to find all my legal entities in the menu?
You will only see the legal entities and professional users for which you have at least consultation rights for more than 1 account linked to your Isabel subscription or ING ID.
Why do I need to select a legal entity and/or account?
In certain specific cases, we ask you to select 1 legal entity and/or account if you have accounts for several legal entities . This allows us to show your details quickly and clearly. You will only see the transactions for the selected legal entity/professional user and/or account.
Which transaction levels are there?
We distinguish individual transactions and transaction groups (such as an envelope, mail and batch). In the summary screen, you can go to the underlying level by choosing the "Details" option.
  • For transaction groups (envelope, mail and batch), you can go to the summary page showing all transactions for this group with a specific status. If you want to see the details of an individual transaction within this group, click on "Transaction info". For the details of your transaction group, you click on "Group info".
    For a summary of all payments within a specific group, regardless of their status, click on the "Showing all transactions" link. This will result in a new screen showing all the group's transactions.
  • For an individual transaction, you can consult the relevant details directly.
  • If the transaction group is (still) unknown, you can only consult the details of your transaction group.
How long are my transactions visible for?
The period transactions or transaction groups remain visible depends on whether they are interrupted, ongoing or executed.

Interrupted

You can see the transactions or transaction groups:

  • that are pending for the past 31 days (1 month)
  • that have been rejected or cancelled in the past 14 days (two weeks), with a delay of 10 minutes maximum for the latest status

In progress

You can see:

  • the SEPA and international credit transfers for the past 403 days (13 months) with a future execution date
  • the SEPA Direct Debits for the past 186 days (6 months) with a future execution date
  • the transactions or transaction groups for the past 31 days (1 month) that are ongoing or unavailable with a delay of maximum 10 minutes for the latest status.

Executed

You can see all executed transaction or transaction groups:

  • for the past 14 days (two weeks), with a delay of maximum 10 minutes for the latest status.
Status
Where can I find which transactions?

The screen shows 3 different tabs: "Interrupted", "In progress" and "Executed".

All transactions or transaction groups have a specific status. Depending on the status, you can find them under the various tabs. The best way to find the status of a specific transaction or transaction group is to use the search function.

Where can I find my interrupted transactions?

All transaction or transaction groups that have been interrupted are shown under the "Interrupted" tab.

These transactions or transaction groups have one of the following statuses:

  • Pending: there is a problem with the transaction or transaction group.
  • Rejected: the transaction or transaction group has been rejected by ING.
  • Cancelled: the transaction or transaction group has been cancelled by ING at your request.

The reason of the specific status of a transaction is shown on the detail screen.

Where can I find my transactions in progress?

All transactions or transaction groups in progress are shown under the "In progress" tab.

These transactions or transaction groups have one of the following statuses:

  • Future execution: the transaction or transaction group is executed on the chosen execution date.
  • Unavailable: we are currently unable to provide any further status information about this transaction or transaction group.
  • Ongoing: the transaction or transaction group is currently being processed.

More information about the specific status of a transaction is shown on the detail screen.

Note: for a global debit with a future execution date, the summary screen does not show the group, but all individual transactions of the group until the future execution date is reached.

Where can I find my executed transactions?

All your executed transactions are shown under the "Executed" tab.

Here you can see all transactions or transaction groups ING has processed. Please see your account statements for more information.

What do the different statuses mean?
  • Pending: there is a problem with the transaction or transaction group.
  • Rejected: the transaction or transaction group has been rejected by ING.
  • Cancelled: the transaction or transaction group has been cancelled by ING at your request.
  • Future execution: the transaction or transaction group is executed on the chosen execution date.
  • Unavailable: we are currently unable to provide any further status information about this transaction or transaction group.
  • Ongoing: the transaction or transaction group is currently being processed.
  • Executed: the transaction or transaction group has been processed by ING.
I can see unexpected transactions or transaction groups under the "Interrupted" tab. Why is that?

The "Interrupted" tab may show a transaction group with a transaction type that is not supported by this monitoring tool. In that case, a problem has occurred during the itemisation of your file as a result of which ING cannot recognise the transaction type. The transactions are still shown for your information.

Screen information
What do the following columns mean?
  • Interrupted/In progress/Executed transactions/group:: this is the number of transactions of a group that is interrupted, in progress or executed in relation to the total number of transactions in the group. For an individual transaction, this number will be "1". If the number of transactions is unknown, you will see "Unknown" in this column
  • Sent date: this is the date the bank received your file.
  • Accounts: the name and account number. For individual transactions, both parties are shown. For transaction groups, only the instructing party's name is shown.
  • Amount: for individual accounts, the amount of the individual transaction is shown. For a transaction group, this is the total amount of the group (regardless of the status). The amount can also be "0".
  • Currency: this is the currency of the transaction or the transaction group.
  • Transaction type: shows the product type and category type.
    • Product type: SEPA or international credit transfers, SEPA Direct Debits (EUR) or MIX if the group contains more than 1 product.
    • Category type: for SEPA Direct Debits, this is B2B or Core, for outgoing transfers this is SALA, INTC, TREA, SUPP, TAXS, SSBE, DIVI, INTE or PENS. The meanings of these abbreviations are listed here. Q31
  • Status: the transaction's status is shown here.
What does "Unknown" mean in the first column"?

There are 2 possible reasons:

  • the number of transactions for this group is still unknown. The transaction group needs to be processed further by our systems.
  • A problem occurred that stopped the processing of the transaction or transaction group when the number of transactions was still unknown. ING will contact you if necessary.
Why is it that I see 0 in the "Amount" column?

If an individual transaction is confidential (for example in the case of salary payments), the amount is not shown. If a transaction group is confidential, you can see the total amount but never the amount for the individual transaction.

For international transactions you can explicitly request that no detailed information is shown for a specific account (parameter 36). The "Amount" column will also be blank.

You consequently need to search for "Amount" 0 when performing a search for this transaction type.

Why is it that the number of transactions is different when I click through to another page?

If you go to another page, the data is refreshed. The processing of the transactions by our systems is provided in real time during your session (with a delay of maximum 10 minutes). It is therefore possible that you receive different status information at different times.

What is the Group ID?

The Group ID is the ID ING systems give to a transaction group. This ID consists of 8 digits referring to the file ID, followed by 3 digits referring to the file sequence (xxxxxxxx/yyy).

Which reference is shown?
  • For SEPA transactions, we show the customer's end-2-end reference for all transactions and transaction groups.
  • For international payments, we show:
    • for a global debit, the H reference (reference of the statement for execution).
    • for transactions linked to a global debit, the customer reference (tag 20 for MT101 and customer reference for CIRI files).
    • for individual accounts, the customer reference (tag 20 for MT101 and customer reference for CIRI files) or the H reference (for transactions created through Business’Bank or Telelink Online).
What is the difference between sent date, requested execution date and execution date?

Sent date: the date the bank received your file.

Requested execution date: the execution date:

  • requested by you for a SEPA or international credit transfers
  • renewal date of your SEPA Direct Debit
  • debit value date of your international payment.

Execution date: date your transaction is executed by the bank.

I am unable to find my transaction with a requested execution date. Why is this?

Transactions are sorted by sent date. If you are looking for a transaction (group), you therefore need to look for the date you sent the file. Another easy way of finding transactions is the search function.

Why do I see an empty column?

There are 2 possible reasons:

  • You have not entered any data.
  • The information is (still) unknown. This means that the transaction is still being processed by our systems, or that a problem has occurred which causes the processing of the transaction or the transaction group to stop.
What do the different categories mean?

The meanings of the categories and other abbreviations used are provided in the glossary at the end of this document.

Search
How can I easily find a specific transaction or transaction group?

You can easily find a specific transaction by using the search function. You open the search screen by clicking on "Search" in the top right-hand corner of the summary page.

We recommend entering the amount, preferably in combination with the account of the instructing party or beneficiary.

The search result contains all possible transactions that meet the provided criteria. If the transactions found belong to a group, the group is shown. In that case, you can find the individual transaction by opening the group.

How can I find all transactions within a specific group regardless of their status?

You can click on "Showing all transactions" in the summary screen of all individual transactions with a specific status within a transaction group. A new screen will appear with all the group's transactions regardless of their status.

How can I easily search by salary transaction?

In order to find specific salary transactions, you need to search for a 0 amount, preferably in combination with other search criteria.

Note: the search results can also contain international transactions for accounts for which you have indicated you do not wish to see any detailed information (also 0 amount).

I have a problem with a transaction. How do I know whether ING is handling this problem or whether I need to contact ING?

First check the details screen for your transaction. You do not need to contact ING, unless otherwise stated in the status message.

Glossary
Abbreviation Meaning and explanation
Products
EDD SEPA Direct Debit (SEPA)
ECT SEPA Credit Transfer (SEPA)
IP International Payment
Categories
B2B Business to Business (transactions between professional users)
Core European Direct Debit for everyone (private individuals and businesses)
SALA Salary Payment
TREA Treasury Payment
SSBE Social security and benefits
INTC Intra-company Payment
DIVI Dividend
INTE Interest
PENS Pension Payment
SUPP Supplier Payment
TAXS Tax Payment
Others
MIX A transaction group containing different types of transactions
CIRI Belgian format for (non-SEPA) Domestic and International Transactions