How to join your video appointment

The ING video channel has a built-in chat function. So even if you are having problems with your camera, microphone or sound, you can still join the conversation with your advisor via chat.

You can join your meeting up to 10 minutes before the scheduled time. You can use this time to check that everything is working properly.

If you do experience technical difficulties that cannot be resolved, your advisor will contact you to find an alternative solution.

Check your internet browser

ING video appointments are optimized for Google Chrome. If you do not have Chrome on your device already, use your existing internet browser to search, download and install it. Normally, it should take no more than 2-3 minutes to complete the installation.

Check that your device is supported

It is possible to join your ING video appointment via your personal computer (e.g. desktop or laptop) or mobile devices such as smartphones and tablets.

Check that your camera is connected

If you use an external camera, make sure it is properly connected to your computer. Push the USB cable into the port firmly to ensure a stable grip. You can also try a different USB port if you are experiencing problems.

Refresh the page

Refresh the page (or press F5 on your keyboard) to see if your camera is working.

Select the correct camera

Do you have multiple cameras connected? Select the camera you wish to use for your video appointment. You can do this during the system check on the login page (see the link contained in your appointment confirmation e-mail). Don’t forget to close any other apps that are using the same camera.

Allow your browser to access your camera

Your browser must be able to access your camera. You can grant access by clicking on the ‘lock’ icon or the 'camera' icon in the address bar. Then refresh the page (or press F5 on your keyboard). You can also complete these steps manually in Google Chrome (Windows/MacOS):

• Click on the icon with 3 dots at the top right corner of the browser screen.
• Click on 'Settings'.
• Type 'camera' in the search bar.
• Click on 'Site settings'.
• Click on 'Camera'.
• Select the right camera and make sure it is set to active ('Ask before access (recommended)').
• Refresh the page (or press F5 on keyboard).

Check that your microphone is connected

If you are using an external microphone, make sure it is properly connected and powered on. Try a different USB port if you are experiencing problems.

Refresh the page

Refresh the page (or press F5 on your keyboard) to see if your microphone is working.

Select the correct microphone

Do you have you multiple microphones connected? Select the microphone you want to use for your video appointment. You can do this during the system check on the login page (see the link contained in your appointment confirmation e-mail).

Allow your browser to access the microphone

Your browser must be able to access your microphone. You can grant access by clicking on the 'lock' icon in the address bar. Then refresh the page (or press F5 on your keyboard).

You can also complete these steps manually in Google Chrome (Windows/MacOS):

• Click on the icon with 3 dots at the top right corner of the browser screen.
• Click on 'Settings'.
• Type 'microphone' in the search bar.
• Click on 'Site settings'.
• Click on 'Microphone'.
• Make sure the switch is set to 'on' ('Ask before access (recommended)').
• Refresh the page (or press F5 on keyboard).

Check that your speaker is connected

If you are using an external speaker, make sure it is properly connected, switched on and the volume is turned up. Try a different USB port if you are experiencing problems. Try to play a song or other audio file to test whether your sound is working.

Select the correct output device

Make sure the correct output device is selected. You can do this during the system check on the login page (see the link contained in your appointment confirmation e-mail).

Check the volume and allow sites to play sound

Turn up the volume on your device if required and allow sites in your browser to play sound. You can grant access by clicking on the 'lock' icon in the address bar. Then refresh the page (or press F5 on your keyboard).

You can also complete these steps manually via Google Chrome (Windows/MacOS):

Google Chrome (Windows/MacOS)

• Click on the icon with 3 dots at the top right corner of the browser screen.
• Then click on 'Settings'.
• Enter 'sound' in the search bar at the top of the screen and press 'Enter'.
• Click on 'Site settings'.
• Click on 'Sound'.
• Make sure the switch is turned 'on' ('Allow sites to play sound (recommended)').
• Refresh the page (or press F5 on keyboard).

Your need a relatively fast and stable internet connection to join your video appointment. This depends on two main conditions: 1) the quality of the signal from your Internet Service Provider (ISP) to your modem or router and 2) the quality of the signal from your modem or router to your computer.

The signal coming from your ISP is something you cannot really control. A poor connection can be caused by general network disruptions, technical issues with your modem/router or issues related to the wiring of the network in your house. Most of these can only be fixed by a technician.

You can, however, control the quality of the connection between your modem/router and your computer. Here are a few suggestions:

Restart and retry

A good solution for all kinds of issues: switch it off then on again.

• Disconnect your computer from the (Wi-Fi) network, then reconnect again.
• Restart your computer. Check if your connection comes online again.
• Restart your modem/router. Switch it off or unplug it and wait five minutes before turning it on again. Wait for the modem/router to be fully operational (all lights should be green) and then try to reconnect your computer.

Get closer or get wired

• Try sitting closer to the modem/router with your laptop.
• Remove objects between your router and your computer as they can interrupt the signal.
• Use a wired connection if you can (e.g. an ethernet cable).

Keep in mind

It is also possible that something is wrong with your modem/router.

• Check if your modem/router is turned on. Are all the lights indicating a stable connection?
• Are there yellow or red lights on/flashing on your modem/router? Please restart the device and try again (also see ‘Restart & retry’). Still getting yellow or red lights? Check if your ISP has general issues. If not, call their helpdesk for further information.

Also remember that the strength of your internet connection depends upon the number of devices connected to the internet at any given moment.

Nothing could be simpler!

Simply log in to Home’Bank and start the video call from your appointment page in the Service tab (in the menu on the left side)

or

click on the link you received in the confirmation e-mail to join the video call at the scheduled time.

We hope these tips will help ensure a faultless video appointment. 

Have a great meeting!