Watch the video below for a step-by-step guide.
"},"video":{"type":"video","originalUrl":"https://assets.ing.com/m/435f31e1a407e688/original/How-to-chat-EN.mp4","videoPreviewURLs":["https://assets.ing.com/m/435f31e1a407e688/1080p-How-to-chat-EN.mp4","https://assets.ing.com/m/435f31e1a407e688/mp4-How-to-chat-EN.mp4","https://assets.ing.com/m/435f31e1a407e688/480p-How-to-chat-EN.mp4","https://assets.ing.com/m/435f31e1a407e688/720p-How-to-chat-EN.mp4"],"thumbnails":{"mini":"https://assets.ing.com/m/435f31e1a407e688/mini-How-to-chat-EN.jpg","webimage":"https://assets.ing.com/m/435f31e1a407e688/webimage-How-to-chat-EN.jpg","thul":"https://assets.ing.com/m/435f31e1a407e688/thul-How-to-chat-EN.jpg"},"extension":["mp4"]}},{"componentType":"applicationProcess","steps":{"stepList":[{"title":"Open your app & start the chat","body":"You can reach ING's digital assistant via 'Services' at the bottom right and start the conversation."},{"title":"Ask your question to ING's digital assistant","body":"Use keywords so ING's digital assistant can help you as efficiently as possible. For example 'Block direct debit'."},{"title":"Get an instant answer or talk with a colleague","body":"ING's digital assistant will guide you to a solution. If you would like more help, we will connect you with a colleague."}]}},{"componentType":"sectionTitle","title":"What do our clients think of chat?"},{"componentType":"paragraph","richBody":{"value":"Want to hear from someone who tried it? Françoise shares his story.
"},"video":{"type":"video","originalUrl":"https://assets.ing.com/m/8003dff61c09b71/original/ING-Chat-testimonial-Francoise-ENG_V4.mp4","videoPreviewURLs":["https://assets.ing.com/m/8003dff61c09b71/1080p-ING-Chat-testimonial-Francoise-ENG_V4.mp4","https://assets.ing.com/m/8003dff61c09b71/mp4-ING-Chat-testimonial-Francoise-ENG_V4.mp4","https://assets.ing.com/m/8003dff61c09b71/480p-ING-Chat-testimonial-Francoise-ENG_V4.mp4","https://assets.ing.com/m/8003dff61c09b71/720p-ING-Chat-testimonial-Francoise-ENG_V4.mp4"],"thumbnails":{"mini":"https://assets.ing.com/m/8003dff61c09b71/mini-ING-Chat-testimonial-Francoise-ENG_V4.jpg","webimage":"https://assets.ing.com/m/8003dff61c09b71/webimage-ING-Chat-testimonial-Francoise-ENG_V4.jpg","thul":"https://assets.ing.com/m/8003dff61c09b71/thul-ING-Chat-testimonial-Francoise-ENG_V4.jpg"},"extension":["mp4"]}},{"componentType":"sectionTitle","title":"Frequently asked questions"},{"componentType":"accordion","accordionList":[{"title":"How do I chat via the ING Banking app?","richBody":{"value":"In order to be able to chat through the app, you need the following:
If you have already checked all of the above, there's nothing else stopping you from using the chat
"}},{"title":"I have a question for ING but you are currently closed: can I use chat for this?","richBody":{"value":"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.
"}},{"title":"Is chatting via the ING Banking app secure?","richBody":{"value":"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!
"}},{"title":"How do I activate my push notifications?","richBody":{"value":"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.
"}},{"title":"With which topics can ING's digital assistant help?","richBody":{"value":"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? We’ll connect you with a human agent
"}},{"title":"Is chat available for the business customers, as well?","richBody":{"value":"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’.
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.
"}}]},{"componentType":"cards","cards":[{"componentType":"serviceCard","cardType":"service","cardSize":"small","title":"Manage your accounts online?","intro":"Discover how easy it can be with ING","image":{"transformBaseUrl":"https://assets.ing.com/transform/eb3d520a-f5ff-41a7-8cef-dfac9e47ec8e/Savings_goals-Tools_Outline","type":"image","width":32,"altTextNL":"\"\"","original":"https://assets.ing.com/m/6c368d3243c21e12/original/Savings_goals-Tools_Outline.svg","extension":"svg"},"link":{"url":"https://ebanking.ing.be/banking/overview"}},{"componentType":"serviceCard","cardType":"service","cardSize":"small","title":"Modify your payment and withdrawal limits?","intro":"Change your debit card limits online via Home'Bank","image":{"transformBaseUrl":"https://assets.ing.com/transform/eb3d520a-f5ff-41a7-8cef-dfac9e47ec8e/Savings_goals-Tools_Outline","type":"image","width":32,"altTextNL":"\"\"","original":"https://assets.ing.com/m/6c368d3243c21e12/original/Savings_goals-Tools_Outline.svg","extension":"svg"},"link":{"url":"https://ebanking.ing.be/banking/modify-limits-debit-card?EW=true"}}]},{"componentType":"sectionTitle","title":"Services and contact"},{"componentType":"cards","cards":[{"componentType":"serviceCard","cardType":"service","cardSize":"small","title":"Contact ING","intro":"Via app, chat or phone.","image":{"transformBaseUrl":"https://assets.ing.com/transform/c5389559-986f-4965-9abe-aa3ab4470d5e/731017_illustration-foreign-currency","type":"image","width":160,"original":"https://assets.ing.com/m/396d871ceca1427a/original/731017_illustration-foreign-currency.jpg","extension":"jpg"},"link":{"url":"/en/individuals/services/get-in-touch"}},{"componentType":"serviceCard","cardType":"service","cardSize":"small","title":"Videos","intro":"Discover all the possibilities of the ING Banking app with these easy videos","image":{"transformBaseUrl":"https://assets.ing.com/transform/91419ee1-14cb-41ba-b692-7c3e2fb7d732/womanskepticalfinger","type":"image","width":160,"original":"https://assets.ing.com/m/5ba20befdb6ca1b/original/womanskepticalfinger.svg","extension":"svg"},"link":{"url":"/en/individuals/services/videos-tutorials"},"linkText":"My video's"},{"componentType":"serviceCard","cardType":"service","cardSize":"medium","title":"Download the app","intro":"Join our 1.5 million users. Simple, secure, the ING Banking app saves you both money and time so you can live your life to the fullest!","image":{"transformBaseUrl":"https://assets.ing.com/transform/788b6511-95c5-41aa-8af3-6468e1b6fb14/App-adoption-QR","type":"image","width":806,"altTextEN":"app QRR code EN","altTextNL":"app QRR code","altTextFR":"app QRR code","altTextDE":"app QR code","original":"https://assets.ing.com/m/234ec681f5b817b8/original/App-adoption-QR.png","extension":"png"},"link":{"url":"/en/individuals/daily-banking/ing-banking-app"}}]},{"componentType":"paragraph","richBody":{"value":""},"textLinks":[{"url":"/fr/particuliers/services","text":"Contacts and other services"}]}]},"complementaryZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Also interesting!"},{"componentType":"cards","cards":[{"componentType":"productCard","cardType":"product","cardSize":"small","title":"Forgotten your PIN code?","intro":"View your PIN code in the ING Banking app","image":{"transformBaseUrl":"https://assets.ing.com/transform/5b285531-33b0-414e-bf7b-34e3adcd1f20/consult_pin-1920","type":"image","width":1920,"original":"https://assets.ing.com/m/32241a9fec3e3072/original/consult_pin-1920.jpg","extension":"jpg"},"link":{"url":"/en/individuals/daily-banking/consult-pin"}},{"componentType":"productCard","cardType":"product","cardSize":"small","title":"Lost or stolen card?","intro":"Block your card online.","image":{"transformBaseUrl":"https://assets.ing.com/transform/844ea206-27da-49eb-aaee-86d6b1a75132/block-lost-stolen-card-1920","type":"image","width":1920,"original":"https://assets.ing.com/m/4cb8f9e23c2dac7e/original/block-lost-stolen-card-1920.jpg","extension":"jpg"},"link":{"url":"/en/individuals/daily-banking/block-lost-stolen-card"}}]}]},"legalZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Legal information"},{"componentType":"paragraph","richBody":{"value":"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
"},"textLinks":[{"url":"tel:003224646404","text":"+32 2 464 60 04."}]},{"componentType":"paragraph","richBody":{"value":"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.
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