See also the FAQs on Groupes of payments for recurrent payments
"},"title":"Payments"},{"componentType":"sectionTitle","title":"How to sign envelopes in the new Business'Bank version?"},{"alignedImage":{"position":"bottom","extension":"png","original":"https://assets.ing.com/m/41e1464b8caabbeb/original/imm-signenvelopes-EN-002.png","transformBaseUrl":"https://assets.ing.com/transform/e67f2736-4373-4fee-b8d6-1a85177cffd1/imm-signenvelopes-EN-002"},"componentType":"paragraph","richBody":{"value":"Follow the below steps:
Attention: The possibility to create payments in ING Multi Mandate for retail accounts doesn't exist anymore. The retail accounts and their transactions will continue to be visible and receive updates in IMM.
"}},{"componentType":"sectionTitle","title":"Where can I create a new payment?"},{"alignedImage":{"position":"right","altTextEN":"IMM FAQ AcPay","extension":"jpg","original":"https://assets.ing.com/m/e6d6d5b0664db262/original/IMM-FAQ-AcPay-EN.jpg","transformBaseUrl":"https://assets.ing.com/transform/18e65fb1-6b56-43d6-90d4-02d35c062104/IMM-FAQ-AcPay-EN"},"componentType":"paragraph","richBody":{"value":"The easiest way to create a new payment is to select
"Accounts" or "Payments" in the main menu:
"}},{"alignedImage":{"position":"right","altTextEN":"IMM FAQ AcPay","extension":"jpg","original":"https://assets.ing.com/m/4d23c9f8ca498681/original/IMM-FAQ-AcPay-EN.jpg","transformBaseUrl":"https://assets.ing.com/transform/c5d4693f-d99c-4848-ae02-744108c69b82/IMM-FAQ-AcPay-EN"},"componentType":"paragraph","richBody":{"value":"Then look on the right-hand side of the page for the big blue button "New payment":
"}},{"alignedImage":{"position":"bottom","altTextEN":"IMM FAQ AcPay","extension":"jpg","original":"https://assets.ing.com/m/50957f948112a5ee/original/IMM-FAQ-AcPay-EN.jpg","transformBaseUrl":"https://assets.ing.com/transform/e8199398-f2ba-4405-baa5-15ef011ef759/IMM-FAQ-AcPay-EN"},"componentType":"paragraph","richBody":{"value":"You can also create a payment directly from a "beneficiary details" (their details will be pre-filled):
"}},{"alignedImage":{"position":"bottom","altTextEN":"IMM FAQ AcPay","extension":"jpg","original":"https://assets.ing.com/m/f1091fba18d6a24f/original/IMM-FAQ-AcPay-EN.jpg","transformBaseUrl":"https://assets.ing.com/transform/0c04af8a-5094-4d01-9281-6f91b0aa9bfe/IMM-FAQ-AcPay-EN"},"componentType":"paragraph","richBody":{"value":"You can also create a new payment from the "Dossiers" menu: enter the details of a dossier and look on the right-hand side of the page for the big blue button "New payment":
"}},{"componentType":"sectionTitle","title":"Why can't I sign my payments directly in ING Multi Mandate?"},{"componentType":"paragraph","richBody":{"value":"The payment requests have to be signed in Business'Bank by the people who have received the mandate for the involved accounts. This is a security measure to prevent wrongful transactions on the Mandated Accounts for which the Subscription holder is responsible.
"}},{"componentType":"sectionTitle","title":"Matching batch payments in Business'Bank with envelopes in IMM"},{"alignedImage":{"position":"bottom","altTextEN":"imm matchEnvelopes","extension":"png","original":"https://assets.ing.com/m/98fd5084c44d35d6/original/imm-matchEnvelopes-EN.png","transformBaseUrl":"https://assets.ing.com/transform/107d9467-37e9-45d8-b7d0-84ddfcbc0d51/imm-matchEnvelopes-EN"},"componentType":"paragraph","richBody":{"value":"How can the Subscription holder ensure that the envelope he has to sign in Business'Bank matches the payments that are prepared and sent from ING Multi Mandate?
In the "Payments" > "Sent Payments" page, the payments sent to Business'Bank are displayed as envelopes. The payments to be signed wear a blue closed envelope and indicate X pending transactions.
Those envelopes match what your Subscription holder can see in Business'Bank:
If you need to provide details from the content of an envelope to your Subscription holder, you can filter the envelopes and then export (or take a screen capture).
"}},{"componentType":"sectionTitle","title":"I need to pay the same amount to the same provider."},{"alignedImage":{"position":"bottom","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/286ab803ec6b69c2/original/IMM-FAQ-AcPay-EN5.jpg","transformBaseUrl":"https://assets.ing.com/transform/6e088ce9-da6d-4392-b2d6-0bcbb31f8964/IMM-FAQ-AcPay-EN5"},"componentType":"paragraph","richBody":{"value":"I need to pay the same amount to the same provider each month. Is there an easy way to plan this?
There are 2 easy ways to make this:
1/ Create a beneficiary with the recurrent amount and link it to the corresponding dossier -> whenever you create a payment to that beneficiary, it will be pre-filled with the amount you set up. You can of course change the amount whenever required
"}},{"alignedImage":{"position":"bottom","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/59c887dc4e0bab34/original/IMM-FAQ-AcPay-EN6.jpg","transformBaseUrl":"https://assets.ing.com/transform/dc9345e9-aed9-488b-8a0c-b779fd59f932/IMM-FAQ-AcPay-EN6"},"componentType":"paragraph","richBody":{"value":"2/ Create the payment once. Later on, you can duplicate it either from the payment basket (and just change the scheduled date), either from the Sent Payment tab or the Account details by selecting Duplicate each month.
"}},{"componentType":"sectionTitle","title":"I made a mistake in a payment sent to Business'Bank."},{"alignedImage":{"position":"bottom","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/59c887dc4e0bab34/original/IMM-FAQ-AcPay-EN6.jpg","transformBaseUrl":"https://assets.ing.com/transform/dc9345e9-aed9-488b-8a0c-b779fd59f932/IMM-FAQ-AcPay-EN6"},"componentType":"paragraph","richBody":{"value":"I made a mistake in a payment I sent to Business'Bank, how can I solve this?
If you made a mistake in one of the transactions sent from ING Multi Mandate, ask your Subscription holder not to sign the corresponding envelope in Business'Bank.
Of course, you will have to re-create that payment in ING Multi Mandate and send it again to Business'Bank for signature. You can easily do that by going to "Sent Payments" then click on "Duplicate payment" for each of the payments you wish to resend.
"}},{"componentType":"sectionTitle","title":"How do I know a payment has been processed by ING?"},{"alignedImage":{"position":"bottom","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/6a7570934d2dd67a/original/IMM-FAQ-AcPay-EN7.jpg","transformBaseUrl":"https://assets.ing.com/transform/6740df53-add9-4d52-b0ee-6bfa0a472fd7/IMM-FAQ-AcPay-EN7"},"componentType":"paragraph","richBody":{"value":"Go to "Payments" > "Sent Payments" tab: you can crosscheck the payments.
"}},{"alignedImage":{"position":"bottom","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/cd241a246766c258/original/IMM-FAQ-AcPay-EN8.jpg","transformBaseUrl":"https://assets.ing.com/transform/68c5aa37-5425-4da2-a186-061232c3d25e/IMM-FAQ-AcPay-EN8"},"componentType":"paragraph","richBody":{"value":"You can use the filter for a faster search. Expand the view.
Payments are either:
Yes, you can.
Click on "Show advanced payment options" :
This functionality applies to incoming payments and allows you to forward money you just received to another account (e.g. a Savings Account).
When you click on "Forward payment", the Beneficiary account of the incoming payment automatically becomes the “From” account and the rest (except the Beneficiary account) is pre-filled with all the data.
"}},{"componentType":"highlight","richBody":{"value":"Accounts
"}},{"componentType":"sectionTitle","title":"How often is the accounts balance updated?"},{"alignedImage":{"position":"right","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/53ef84861cb70d46/original/IMM-FAQ-AcPay-EN9.jpg","transformBaseUrl":"https://assets.ing.com/transform/77b5381f-c0c4-4007-8101-86fd2e4d66cc/IMM-FAQ-AcPay-EN9"},"componentType":"paragraph","richBody":{"value":"Balances are updated several times a day. You'll be able to see when a balance for at least one of your accounts was last updated.
"}},{"componentType":"sectionTitle","title":"How do I see which accounts are updated recently?"},{"alignedImage":{"position":"right","altTextEN":"imm Acc sort","extension":"png","original":"https://assets.ing.com/m/2845a4eb3b405398/original/imm-Acc-sort-EN.png","transformBaseUrl":"https://assets.ing.com/transform/58c886be-c804-43ea-b943-b451eb128e85/imm-Acc-sort-EN"},"componentType":"paragraph","richBody":{"value":"Navigate to accounts overview page - click on "Sort by" and select "Transaction date".
The accounts for which the balance and transactions were last updated will come on top of your list.
You can see the last transaction date for each account.
"}},{"componentType":"sectionTitle","title":"Why are there accounts I cannot see?"},{"componentType":"paragraph","richBody":{"value":"If you are the "Subscription holder" ? You probably set some "Accounts" to be invisible.
If you are a "User" ? You might not have the permission to see all accounts. Contact your Subscription holder for more details.
"}},{"componentType":"sectionTitle","title":"I do now see accounts that were invisible in Business'Bank?"},{"alignedImage":{"position":"bottom","altTextEN":"IMM FAQ config","extension":"jpg","original":"https://assets.ing.com/m/b6ce1bdbb946a505/original/IMM-FAQ-config-EN.jpg","transformBaseUrl":"https://assets.ing.com/transform/6b7d401d-76b8-4bcb-8410-b6e5d91a5b9c/IMM-FAQ-config-EN"},"componentType":"paragraph","richBody":{"value":"Why do I now see accounts that were invisible in Business'Bank?
By default, all the accounts for which you are either a holder or a mandate holder are available to you in ING Multi Mandate.
You can change that in "Configuration" (you have to be a subscription holder though):
"}},{"componentType":"paragraph","richBody":{"value":""Accounts Visibility": this toggle will allow you to decide which accounts will be hidden to all users, including you. By default, the settings will be the same as for Business'Bank.
In the overview, you can see which account is visible or not in Business'Bank.
If an account is set as not visible in Business'Bank, you can still make it visible in ING Multi Mandate. However, any payment sent from that account to Business'Bank cannot be signed (you will get a warning about it !).
Last thing: you can create a report for those accounts.
"}},{"componentType":"sectionTitle","title":"How can I ensure there is no movement missing?"},{"alignedImage":{"position":"bottom","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/672e8a832a093d05/original/IMM-FAQ-AcPay-EN1.jpg","transformBaseUrl":"https://assets.ing.com/transform/f528958f-607d-4d32-a4b0-2a637ea780ab/IMM-FAQ-AcPay-EN1"},"componentType":"paragraph","richBody":{"value":"In ING Multi Mandate, we don't have movement numbers but transactions are displayed in their order of execution.
You will find the statement number when opening a transaction in an "Account details".
"}},{"componentType":"sectionTitle","title":"My account balance doesn't match the transactions I see!"},{"componentType":"paragraph","richBody":{"value":"My account balance (intraday) doesn't match the transactions I see!
What happens if a transaction I want to send to Business'Bank has a scheduled date set in the past?
When you click on "Send to Business'Bank", we will automatically update the scheduled date as "Today".
However, note that the actual memo date will actually depend on when the Subscription holder signs the envelope in Business'Bank.
"}},{"componentType":"sectionTitle","title":"What does \"X account(s) to assign\" mean?"},{"alignedImage":{"position":"bottom","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/3243887104b9b87d/original/IMM-FAQ-AcPay-EN4.jpg","transformBaseUrl":"https://assets.ing.com/transform/434a883b-f8e7-4814-8b84-e2ddd01b7e97/IMM-FAQ-AcPay-EN4"},"componentType":"paragraph","richBody":{"value":"Every time the Subscription holder receives a new mandate (or creates a new account) in Business’Bank, that new account also appears in ING Multi Mandate.
The message X account(s) to assign notifies you and invites you to link them to a relevant "Dossier".
"}},{"componentType":"sectionTitle","title":"How do I know if new accounts are available in IMM ?"},{"alignedImage":{"position":"bottom","altTextDE":"\"\"","altTextEN":"\"\"","altTextFR":"\"\"","extension":"jpg","original":"https://assets.ing.com/m/3243887104b9b87d/original/IMM-FAQ-AcPay-EN4.jpg","transformBaseUrl":"https://assets.ing.com/transform/434a883b-f8e7-4814-8b84-e2ddd01b7e97/IMM-FAQ-AcPay-EN4"},"componentType":"paragraph","richBody":{"value":"How do I know that the new mandate received or new account created in Business'Bank is also available in ING Multi Mandate?
Every time the Subscription holder receives a new mandate (or creates a new account) in Business’Bank, those new accounts appear in the Reminders section on the Homepage in ING Multi Mandate. The message "X account(s) to assign" notifies you and invites you to link them to a relevant "Dossier".
"}},{"componentType":"paragraph","richBody":{"value":"You can also search for the IBAN of the account in Accounts to check if it's already imported in ING Multi Mandate.
"}}]},"hasMacro":false,"id":"6c961ea3-64b6-468e-a48a-51f36a3bbe75","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Payments","url":"/en/business/payments"}},"componentType":"productHeader","coreHeader":{"body":"Find all the questions concerning how to manage your mandated accounts, create and manage payments.","headerImage":{"extension":"jpg","original":"https://assets.ing.com/m/4aae8db30bf08697/original/imm-payments-1920.jpg","transformBaseUrl":"https://assets.ing.com/transform/95241a02-ef63-4078-a14c-5e10367e8c8e/imm-payments-1920","type":"image","width":1920},"title":"FAQs on accounts and payments"}},"publishDate":"2024-10-23T13:24:51.153+02:00"}}