Here’s how to see who’s calling:
1. If you receive a call on your mobile from someone claiming to be from ING, open your ING Banking app to check. What if it’s a call on your landline? Then open your ING Banking app on your smartphone or tablet.
2. At the bottom of the home screen, you will see the button ‘Is ING calling? Check the call’. Tap that.
3. Enter the number you are being called on.
4. We will immediately check whether ING is actually calling you:
5. Call the ING Anti-Fraud Team by tapping on the button in your app or by calling +32 2 464 60 60. Note: If you did not share any confidential information, such as your card or account details, then there is no need to call.
"}},{"componentType":"sectionTitle","title":"And if all else fails? Just hang up!"},{"componentType":"paragraph","richBody":{"value":"What if you can’t open the app during the call? Just hang up and call ING. That way, you can be absolutely sure. A genuine ING employee will fully understand!
"},"textLinks":[{"url":"/en/individuals/fraud-and-security/online-fraud/report-fraud","text":"How to easily contact the ING Anti-Fraud Team"}]},{"componentType":"sectionTitle","title":"Frequently asked questions"},{"componentType":"accordion","accordionList":[{"title":"Why is ING offering this new feature? Why is it important?","richBody":{"value":"Unfortunately, many people still fall victim to bank helpdesk fraud. The financial damage is often sizeable, but the emotional harm cannot be underestimated either. Scammers put serious pressure on people to get them to transfer money or disclose information about their debit card. This money disappears directly into the pockets of criminals, who then use it to fund other fraudulent practices. So, bank helpdesk fraud – and other scams – are really a social problem.
We actively warn customers about them, but still they sometimes fall victim. And obviously we want to prevent that. That’s why ING is launching ‘Check the call’. Together, we will increase the chances that you will recognise and prevent fraud, or attempted fraud, in time. Moreover, we can immediately expose the scammer.
"}},{"title":"How exactly does this work?","richBody":{"value":"On the login screen of the ING Banking app, you will find the ‘Check the call’ button. If you get a call from someone claiming to be from ING - and claiming that something is wrong with your account - you can tap that button during the call. Then just enter the number on which you are receiving the call: landline or mobile.
Our system will immediately check whether someone from ING is actually calling you at that very moment. You will immediately see whether that is the case and what you should do next.
If it really is an ING employee who is calling you, the app will confirm this and you will even see the caller’s first name or the name of the caller’s department. If something is amiss, the app will immediately warn you that you have a scammer on the line. With one tap, you can call the Anti-Fraud Team directly. Note: If you haven’t shared any confidential information, such as your card or account details, then there is no need to call.
"}},{"title":"Where can you find 'Check the call' in the ING Banking app?","richBody":{"value":"The ‘Check the call’ button is automatically visible on the login screen of the app. In addition, you can also look for the feature using the search function or by clicking 'Services' > 'Need further assistance?' > 'Urgent help' > 'Check the call'.
"}},{"title":"You sign in with Face ID or your fingerprint. Can you still see the button?","richBody":{"value":"Absolutely! If you’re not on a call, just sign in as you always do – with Face ID or your fingerprint. But if you are on a call, the app will temporarily disable that biometric login. You will then first see the normal login screen with the ‘Check the call’ button. Still prefer just to log in with biometrics? Tap the fingerprint icon, and the app will instantly scan your face or finger.
"}},{"title":"Why do you have to enter your own phone number and not the phone number that is calling you?","richBody":{"value":"The feature will only work correctly if you enter your own phone number (the one you are receiving the call on, your mobile or fixed phone number) for 2 reasons:
1. Fraudsters can make it look as if they are calling with an official number of ING, also called 'spoofing' (= an official ING phone number is shown on your device, but this is not the real phone number that is being used by the fraudster). Therefore, it wouldn’t be safe to check the phone number of the caller,
2. Our system checks if ING is currently in contact with YOU, this is why we need YOUR phone number.
"}},{"title":"Are the results of the check always correct?","richBody":{"value":"In that case, the feature won’t work for now. ‘Check the call’ is available to anyone who banks using the ING Banking app. Our advice? Install the app and use it as a login tool. This will keep your banking secure and easy. And if all else fails? Don’t worry, our Anti-Fraud Team is always here for you.
"}},{"title":"Can every customer use ‘Check the call’?","richBody":{"value":"Yes, every ING customer with the ING Banking app will see the button on the login screen.
"}},{"title":"What if the app won’t open during the call?","richBody":{"value":"It’s OK! Just hang up and contact ING. A genuine ING employee will totally understand. And if it actually was a scammer, then you chose the right option anyway.
"}},{"title":"How often can you use ‘Check the call’?","richBody":{"value":"As often as necessary. The feature has been designed specifically for calls in which someone claims that there is something wrong with your money, debit card or account – and is allegedly calling on behalf of the bank.
"}},{"title":"Want to unsubscribe from ‘Check the call’?","richBody":{"value":"You can’t. That’s because secure banking is our top priority. So, ‘Check the call’ will remain available by default to anyone using the ING Banking app. Prefer not to use the button? No problem, that’s your choice.
"}}]}]},"complementaryZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Also interesting!"},{"componentType":"cards","cards":[{"componentType":"serviceCard","cardType":"service","cardSize":"small","title":"Download the ING Banking app","intro":"Used by 1.5 million customers and available on smartphone or tablet.","image":{"transformBaseUrl":"https://assets.ing.com/transform/b00ab196-8583-4fff-be5d-c47ab14e53f2/ing-banking-app-1920","type":"image","width":1920,"original":"https://assets.ing.com/m/61138ab1a559002a/original/ing-banking-app-1920.jpg","extension":"jpg"},"link":{"url":"/en/individuals/daily-banking/ing-banking-app"}},{"componentType":"articleCard","cardType":"article","cardSize":"medium","title":"The ING QR Code","body":"A weapon against fraud","image":{"transformBaseUrl":"https://assets.ing.com/transform/cfac491f-ddba-4196-b2b2-7aa5c3514282/BOY-ON-RAILROAD-TRACKS","type":"image","width":2160,"original":"https://assets.ing.com/m/2cc5b0379d8265d6/original/BOY-ON-RAILROAD-TRACKS.jpg","extension":"jpg"},"date":"2023-10-10","link":{"url":"/en/individuals/daily-banking/ing-qr-code"}}]}]}}}