{"type":"document","data":{"id":"c5b345be-bda4-43ab-8695-1387bbe138ab","localeString":"en-GB","publishDate":"2024-07-02T09:25:59.959+02:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"Are you facing login issues or errors in the app? Have a look here at the actions you can take to resolve the issue."},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"body":"Are you facing login issues in the app? Have a look below to the actions you can take to resolve the issue.","headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/607435b4-8908-48da-b3e3-d76735543c2f/IMM-FAQ-Login-767","type":"image","width":767,"original":"https://assets.ing.com/m/719c0cfa32ccfa1c/original/IMM-FAQ-Login-767.jpg","extension":"jpg"},"title":"Help, I cannot login"},"backLink":{"textLink":{"url":"/en/individuals/daily-banking","text":"Daily banking"}}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Basic checks"},{"componentType":"applicationProcess","steps":{"stepList":[{"title":"Do you have the latest OS on your smartphone?","body":"The operating system (OS) of your mobile device needs regular updates. This way you comply with all new safety standards and improvements.","textLink":{"url":"/en/individuals/daily-banking/operating-system-update","text":"Check the operating system (OS) requirements"}},{"title":"Do you have the latest version of the ING Banking app?","body":"Check in the App Store or Google Play Store whether you use the latest app version. If an app doesn't get updates, its security won't be up-to-date.","textLink":{"url":"/en/individuals/daily-banking/ing-banking-app-update","text":"How to update the ING Banking app"}},{"title":"Do you have an internet connection?","body":"To use the ING Banking app you need an internet connection. Check this: open your internet browser and see if you can navigate to any website. If not, go to the settings of your smartphone to activate your internet connection."}]}},{"componentType":"sectionTitle","title":"Login issues or errors"},{"componentType":"accordion","accordionList":[{"title":"I forgot the code to login in the app","richBody":{"value":"<p>On the login screen of the app you can click on the &apos;i icon&apos; and select &apos;forgot your code&apos;. You will need to register again in your app and choose a new 5-digit code. Keep your ING Card Reader at hand or use Itsme.</p><p> </p>"}},{"title":"I get a 'Sorry' error message","richBody":{"value":"<ol><li>Please try again.</li><li>If the problem persists:<ul><li>Close the app in the background and reopen the app.</li><li>In some cases you will see a button &apos;Register again&apos;. You will need to register again in your app with Itsme or an ING Card Reader.</li></ul></li></ol>"},"alignedImage":{"transformBaseUrl":"https://assets.ing.com/transform/22a7ab86-6e2a-47b2-b7d5-a1148b9620c5/EN-Sorry-error-message-login-app","altTextEN":"sorry error login app EN","original":"https://assets.ing.com/m/31a494173be5e353/original/EN-Sorry-error-message-login-app.png","extension":"png"}},{"title":"I get a 'Oops' error message","richBody":{"value":"<ol><li>Please try to login again.</li><li>If the problem persists: close the app in the background and reopen the app.</li></ol>"},"alignedImage":{"transformBaseUrl":"https://assets.ing.com/transform/36b51b95-6f1c-4953-be98-254ffbadd008/image-2023-12-7_14-43-58-1","altTextEN":"login oops issue","altTextNL":"login oops issue","altTextFR":"login oops issue","original":"https://assets.ing.com/m/78bf7b37e55c624e/original/image-2023-12-7_14-43-58-1.png","extension":"png"}},{"title":"I get a 'ING Banking app blocked' error message","richBody":{"value":"<p>Click &quot;OK&quot;, then you will need to register again in your app and choose a new 5-digit code. Keep your ING Card Reader at hand or use Itsme.</p>"},"alignedImage":{"transformBaseUrl":"https://assets.ing.com/transform/8918cfd1-7f0a-4415-af62-1daa0a9c910e/app-blocked-EN","altTextEN":"app blocked","altTextNL":"app blocked","altTextFR":"app blocked","original":"https://assets.ing.com/m/6d5fab91a7264565/original/app-blocked-EN.png","extension":"png"}},{"title":"I can no longer see facial recognition or fingerprint on my login screen","richBody":{"value":"<p>Check the app settings again to verify if they are activated:</p><ol><li>Log in to the app</li><li>Click on the &apos;Services&apos; tab</li><li>Go to &apos;Do it yourself&apos;</li><li>Select &apos;Settings&apos;</li><li>Scroll in the settings down to &apos;Access and confirmation&apos;</li><li>Select either &apos;Fingerprint&apos; or &apos;Face recognition&apos;</li></ol><p> </p>"},"textLinks":[{"url":"/en/individuals/daily-banking/fingerprint-face-recognition","text":"More info here"}]}]},{"componentType":"highlight","title":"Go temporarily to Home'Bank","richBody":{"value":"<p>If the login issue is not resolved and you need to urgently arrange your online banking matters, please go temporarily to Home&apos;Bank. We apologize for the inconvenience.</p>"},"textLinks":[{},{"url":"https://ebanking.ing.be/login","text":"Go to Home'Bank"}]}]}}}