Question 1

How do I chat via the ING Banking app?

Accepted Answer

Watch the video above with a step-by-step explanation on how to chat with us via your ING Banking app.

Open the ING Banking app on your smartphone and go to the 'Services' menu on the bottom right of your screen
Click on the chat button and you will start to chat will be launched
Post your question and our digital assistant will try to help you. If it cannot help you, you can choose to be transferred to a human agent
If nobody is available, you will receive a push notification when your answer is waiting for you. It is not needed to wait in the app: you can read your answer anytime from the chat.

Question 2

Is chatting via the ING Banking app secure?

Accepted Answer

You are chatting from the secured ING Banking app to which you have logged in using your 5-digit code, your thumbprint or facial recognition. This way we know you are speaking to us and there is no longer any need to answer the usual identification questions. Since you reached out directly through the app, rest assured you're speaking to us!

Question 3

What do you need to be able to chat via the app?

Accepted Answer

In order to be able to chat with Client Services through the app, you need the following:

The ING Banking app installed on your smartphone
Your profile created on the app with the help of itsme® or your debit card and your card reader
A private profile in the app as chat is only available for your private requests so far

If you have already checked all of the above, there's nothing else stopping you from using the chat

Question 4

I have a question for ING but you are currently closed: can I use chat for this?

Accepted Answer

Yes indeed: you can! Even during closing hours, you can start a conversation with ING's digital assistant. In case she cannot help, she will put the message in the queue so that a colleague can answer your question immediately during opening hours. You will then receive a message on your smartphone as soon as the answer is available. If you haven't already done so, you will need to activate the push notifications. But ING's digital assistant will also help you with this.

Question 5

How do I activate my push notifications?

Accepted Answer

If ING's digital assistant sees that you have not yet activated your push notifications, a suggestion will be launched to do this and send you a link. You can simply click on this to activate them.

Alternatively, you can also always manage your settings from your ING Banking app: select profile at the top right of your app and click on settings. Here you can easily manage all the push notification settings.

Question 6

With which topics can ING's digital assistant help?

Accepted Answer

ING's digital assistant can help you with many common banking questions and guides you easily to the solution: this ranges from questions about direct debits to questions about your bank card, PIN-code management or limits. Of course you can ask us anything you need support with! Does ING's digital assistant's answer not help you? Then you can choose to pass on your question to a colleague who will handle it further.

Question 7

Is chat available for the business customers, as well?

Accepted Answer

Yes, this service is also available for business customers. For now, the business chat is only available for questions about accounts, cards & payments.
To be able to access chat for business, make sure to switch to your business profile in the app. Easily change your profile by clicking on the switch icon on the top-right of the screen or go to ‘Services’ and then click on ‘Switch profile’.

Question 8

Legal information

Accepted Answer

Access to Home’Bank, Business’Bank and ING Banking services is free of charge (except for any fees charged by your telecommunications operator and fees related to certain transactions, e.g. international bank transfers) for all customers with a Home’Bank, Business’Bank and ING Banking subscription (subject to approval by ING and mutual agreement). Telephone communication costs and, where applicable, costs associated with the use of electronic communication networks to access and use the call via the app feature are the responsibility of the user. The terms and conditions of the Home’Bank, Business’Bank, ING Banking services (appended to ING’s General Regulations), general terms and conditions of ING Banking, rates for transactions and any other additional information, are available at www.ing.be, in your ING branch and by phone on +32 2 464 60 04.

The offer of "itsme” (or "Belgian Mobile ID”) services and "itsme for ING BE” (or "Belgian Mobile ID for ING BE”) services is valid subject to acceptance by ING Belgium S.A. and by Belgian Mobile ID S.A. and subject to mutual agreement. The terms and conditions (General Terms and Conditions and other supplementary information) are available, for the "itsme” services, at itsme.be and, for the "itsme for ING BE” services, from any ING branch or at ing.be.

The "itsme” services are provided by Belgian Mobile ID SA (Place Sainte-Gudule 5, 1000 Brussels - VAT 0541.659.084 - BE64 0017 1071 6652) and offered by ING Belgium S.A./nv. (partner of Belgian Mobile ID S.A.) and the "itsme for ING BE” services are provided by ING Belgium S.A./nv.