{"type":"document","data":{"contentType":"onecms:productPage","flexPageMetadata":{"afmBanner":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.","robotInstruction":{"noFollow":false,"noIndex":false}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Basic checks"},{"componentType":"applicationProcess","steps":{"stepList":[{"body":"The operating system (OS) of your mobile device needs regular updates. This way you comply with all new safety standards and improvements.","textLink":{"text":"Check the operating system (OS) requirements","url":"/en/individuals/daily-banking/operating-system-update"},"title":"Do you have the latest OS on your smartphone?"},{"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":{"text":"How to update the ING Banking app","url":"/en/individuals/daily-banking/ing-banking-app-update"},"title":"Do you have the latest version of the ING Banking app?"},{"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.","title":"Do you have an internet connection?"}]}},{"componentType":"sectionTitle","title":"Login issues or errors"},{"accordionList":[{"richBody":{"value":"

On the login screen of the app you can click on the 'i icon' and select 'forgot your code'. 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.

 

"},"title":"I forgot the code to login in the app"},{"alignedImage":{"altTextEN":"sorry error login app EN","extension":"png","original":"https://assets.ing.com/m/31a494173be5e353/original/EN-Sorry-error-message-login-app.png","transformBaseUrl":"https://assets.ing.com/transform/22a7ab86-6e2a-47b2-b7d5-a1148b9620c5/EN-Sorry-error-message-login-app"},"richBody":{"value":"
  1. Please try again.
  2. If the problem persists:
"},"title":"I get a 'Sorry' error message"},{"alignedImage":{"altTextEN":"login oops issue","altTextFR":"login oops issue","altTextNL":"login oops issue","extension":"png","original":"https://assets.ing.com/m/78bf7b37e55c624e/original/image-2023-12-7_14-43-58-1.png","transformBaseUrl":"https://assets.ing.com/transform/36b51b95-6f1c-4953-be98-254ffbadd008/image-2023-12-7_14-43-58-1"},"richBody":{"value":"
  1. Please try to login again.
  2. If the problem persists: close the app in the background and reopen the app.
"},"title":"I get a 'Oops' error message"},{"alignedImage":{"altTextEN":"app blocked","altTextFR":"app blocked","altTextNL":"app blocked","extension":"png","original":"https://assets.ing.com/m/6d5fab91a7264565/original/app-blocked-EN.png","transformBaseUrl":"https://assets.ing.com/transform/8918cfd1-7f0a-4415-af62-1daa0a9c910e/app-blocked-EN"},"richBody":{"value":"

Click "OK", 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.

"},"title":"I get a 'ING Banking app blocked' error message"},{"richBody":{"value":"

Check the app settings again to verify if they are activated:

  1. Log in to the app
  2. Click on the 'Services' tab
  3. Go to 'Do it yourself'
  4. Select 'Settings'
  5. Scroll in the settings down to 'Access and confirmation'
  6. Select either 'Fingerprint' or 'Face recognition'

 

"},"textLinks":[{"text":"More info here","url":"/en/individuals/daily-banking/fingerprint-face-recognition"}],"title":"I can no longer see facial recognition or fingerprint on my login screen"}],"componentType":"accordion"},{"componentType":"highlight","richBody":{"value":"

If the login issue is not resolved and you need to urgently arrange your online banking matters, please go temporarily to Home'Bank. We apologize for the inconvenience.

"},"textLinks":[{},{"text":"Go to Home'Bank","url":"https://ebanking.ing.be/login"}],"title":"Go temporarily to Home'Bank"}]},"hasMacro":false,"id":"c5b345be-bda4-43ab-8695-1387bbe138ab","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Daily banking","url":"/en/individuals/daily-banking/branches-information"}},"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":{"extension":"jpg","original":"https://assets.ing.com/m/719c0cfa32ccfa1c/original/IMM-FAQ-Login-767.jpg","transformBaseUrl":"https://assets.ing.com/transform/607435b4-8908-48da-b3e3-d76735543c2f/IMM-FAQ-Login-767","type":"image","width":767},"title":"Help, I cannot login"}},"publishDate":"2024-07-02T09:25:59.959+02:00"}}