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FAQ - Online banking
My ING Pro
My ING Pro is an online banking service that enables you to manage your accounts and payments easily over the Internet, whenever you want and wherever you are. Besides the traditional online-banking features, the tool offers a range of functions specifically developed for our professional clients:
- Multiple signatures to validate your transactions
- Possibility to sign transactions from your mobile devices
- Free-of-charge SWIFT confirmations upon request
- Simple and efficient management of your beneficiaries
- Direct access to your digital documents (bank statements, etc.)
- Clear overview of your balances and pending payments arranged by account or by company
- Personalised alerts: always know what is happening in your accounts in real time
- Unlimited number of transactions
Yes! In order to use My ING Pro on your smartphone or tablet, simply download the My ING Pro application from the Apple Store or Google Play Store. You can also visit www.ing.lu to find the app more easily. For mobile devices running Windows or Blackberry operating systems, the My ING Pro website is available in your mobile web browser.
Use the LuxTrust secure technology to log on to your professional My ING Pro account. Visit the LuxTrust website https://www.luxtrust.com for more information, for instance about the following questions:
How do I activate my LuxTrust certificate?
What do I do if I encounter a problem while activating my LuxTrust certificate?
You have not received a LuxTrust text message or you have deleted it?
You are unable to activate your LuxTrust certificate?
What is a “User ID”?
What is the initial password?
How do I choose a personal password?
What if I forget my password?
What if I have a problem with my LuxTrust certificate?
Can I have more than one LuxTrust token?
How does the token work?
If I lose my token, will the person who finds it be able to use it for transactions?
You can also contact the LuxTrust Helpdesk by calling +352 24 550 550 or sending an email to helpdesk@luxtrust.lu; opening hours are Monday to Friday from 8 a.m. to 6 p.m. and Saturday from 9 a.m. to 5 p.m.
To do this, you have three options:
1) Identification in a branch:
New users may make an appointment in one of our branches, bringing along a valid ID document.
One of our employees will identify them according to the procedure set out by LuxTrust and will provide them with a Token and an ING identifier.
2) Identification via video:
In the event that the user cannot go to a branch, they can be identified via video. Ensure that the user has a valid and recognised ID document for the video identification, as described on luxtrust.lu.
To do so, contact your Relationship Manager and provide them with the following information: the ID document that will be used for the video identification, the language requested for the video identification and the smartphone number on which the identifying agent will call.
The identification will be initiated by ING but carried out by the LuxTrust service provider according to the rules in effect.
Remember that you will have to download the LuxTrust application on the smartphone before receiving the call.
Once the user's identity has been validated, you will receive a Token and an ING Identifier by post.
3) Identification via a certified copy of an ID document:
In the event that the user cannot go to a branch or be identified via video, they can receive a LuxTrust certificate on a Token by sending us a certified copy of the user’s ID document.
Please, note that in this case the LuxTrust certificate sent to you will only enable you to access My ING Pro. Access to other state or bank applications requiring a LuxTrust certificate will only be possible if the user has been identified at a branch or via video.
All answers are here.
Triple'A Plus
Multiline
To do this, you have two options:
1) Identification via video (only available for Smartcards):
You can order your certificate directly on the luxtrust.lu website: select Smartcard Pro (VideoID) and follow the steps.
The user will receive a video call from a LuxTrust partner to conduct the identification.
Please make sure that the user has an ID document that is valid and accepted for video identification as described on www.luxtrust.lu.
2) Identification in a branch (available for Smartcards and Signing Sticks):
New users can make an appointment in one of our branches, bringing along a valid ID document.
One of our employees will identify them according to the procedure set out by LuxTrust.
Then, go to the LuxTrust website to order either your Smartcard or your Signing Stick, as you do today.
The LuxTrust certificate enabling you to log onto Multiline may only be delivered if the new user has been identified either by video or in a branch.
Protection against errors
Each time you make a transaction, you must complete various steps that serve as checks.
1. First of all, you must fill in the fields on the first screen, which is an input screen. Once you have done this, you can validate. If you want to cancel, you just need to close the window.
2. After validation, you will see a confirmation screen that offers you the choice between two options: you may edit your transaction or confirm it.
If you have a token:
3. If you confirm, the system asks you to reconfirm your transaction by entering the number displayed on your token. At this stage, you can still choose either to cancel the transaction or to authenticate it.
If you have a smartcard or a signing stick:
3. If you confirm, the system asks you to reconfirm your transaction by entering the pin code of your certificate. At this stage, you can still choose either to cancel the transaction or to authenticate it.
4. If you send the transaction, a notification screen stating that the transaction has been recorded will appear. After closing this window, you will be automatically redirected to your list of transactions to be signed, including their status. You can also click on “Submitted transactions” to see the payments that have already gone through.
If the connection is interrupted before the last screen appears, your transaction may not have been registered. To find out if your transaction has been recorded, check your list of transactions (to be signed or submitted, depending on your user rights) to see whether or not your transfer has been recorded.
Miscellaneous
If you enter any incorrect information, an error message will appear indicating that some of the information is incorrect and asking you to test your certificate on the LuxTrust website.
If you have a token:
Yes, if you have your token with you and as long as the other computer meets the necessary requirements.
If you have a smartcard or a signing stick:
You might use another computer only if the application in question is installed on said computer and if you have your device with you. These solutions are by essence less mobile than the token.
Be careful, however, not to save your password on someone else’s computer.
You can ask any questions you may have on the www.ing.lu website. If you encounter a technical problem, please contact the LuxTrust Helpdesk directly by calling +352 24 550 550 or sending an email to helpdesk@luxtrust.lu.
Again, in case of a general issue with your token, you may also call the LuxTrust helpdesk at +352 24 550 550.
LuxTrust Products
Beware of phishing attempts : LuxTrust will never ask you to share your credentials by clicking on a link. In any case of doubt, do not share your LuxTrust credentials and contact us.
The LuxTrust mobile app
There is only one mobile app available on the App Store and Google Play. If you already have a certificate and the connected application, you will receive an identifier that will link your app to your ING account.
Tokens
There are different models of tokens, for individuals and professionals. Some have a keypad similar to a calculator.
LuxTrust connection products are security systems that generate a number sequence for one-time use (OTP) every 30 seconds. This OTP must be entered together with your user ID and personal password in order to access applications that use a LuxTrust connection product. If all three of these are correct, LuxTrust will authorise the user’s connection to the application.
Go to the page https://www.luxtrust.com/en/support for more information.
Yes, one token, one scan and two LuxTrust Mobile (app). To add a device, just log onto LuxTrust.com> MyLuxTrust > My devices, and add your device.
LuxTrust: Certificate, User ID and password
In the days following your request for a LuxTrust Token, you will receive:
- On your telephone: an SMS with your LuxTrust User ID as well as a password for your first login
- By post: a LuxTrust Token
When you receive your Token,
- Have your Token and the SMS ready and go to the LuxTrust website: https://www.luxtrust.com/en/individuals/activate
- Follow the procedure to activate your certificate
- Complete the association of your Token with My ING on the ing.lu website or the ING Luxembourg mobile application
- Log in to your Online Banking
Note: make sure you activate your LuxTrust certificate within 60 days of the order, after which it will automatically become unusable.
Download and install the LuxTrust app on your phone, free of charge
In the days following your request for a LuxTrust certificate, you will receive on your telephone a text message containing your LuxTrust User ID as well as a password for your first login.
As soon as you receive that text message,
- Have your phone with the LuxTrust mobile app installed at disposal and your text message ready and go to the LuxTrust website: https://www.luxtrust.com/en/individuals/activate,
- Follow the procedure to activate your certificate,
- Complete the association of your Token with My ING on the ing.lu website or the ING Luxembourg mobile application,
- Log in to your Online Banking.
Note: make sure you activate your LuxTrust certificate within 60 days of the order, after which it will automatically become unusable.
- Have you not received an SMS or have you deleted it?
- Are you unable to activate your LuxTrust certificate?
Contact the LuxTrust Helpdesk at +(352) 24 550 550 or helpdesk@luxtrust.lu, Mondays to Fridays from 8 a.m. to 6 p.m. and Saturdays from 9 a.m. to 5 p.m.
Your LuxTrust certificate lasts for 3 years. If you have any problems during this time, please contact the LuxTrust helpdesk by email at helpdesk@luxtrust.lu or dial +(352) 24 550 550 from Mondays to Fridays between 8 a.m. and 6 p.m.
Your user ID gives you access to your transaction account. You will receive your user ID in an SMS from LuxTrust when you order a new token. Enter it every time you log in together with your personal password and the One Time Password or one-time use code generated by your Token
It is a first-login password that you will receive by SMS together with your user ID. It enables you to activate your Token after which you can modify this password. You can ask for the SMS containing the initial password to be resent.
You will be asked to compose your own password with a specific number of characters: between 6 and 10 (in upper or lower case; special characters are accepted).
You may look at the following page for more information: https://www.luxtrust.com/en/support
Please contact the LuxTrust Helpdesk at +(352) 24 550 550, they will tell you what to do. Please look at the following page for more information: https://www.luxtrust.com/en/support
LuxTrust Mobile app
How to install and activate LuxTrust Mobile?
1. Prepare your Token or your LuxTrust codes (User ID and Password)
2. Download the app
3. If you have a LuxTrust Token:
- Open the app and tap on "Start activation".
- Enter your User ID and validate. You will find this User ID in the SMS or letter you received after ordering your Token.
- On the new screen, select the device you usually use to connect to your banking or online applications, in this case the Token.
- Enter your LuxTrust credentials: User ID, password and the OTP generated with the help of your token and tap on "Authenticate".
- Optional: you can activate LuxTrust Mobile app on maximum 2 devices. In case you have already activated the app on 2 other devices, you are now required to replace one of them.
- Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
- Choose a name for your device that you can remember. It will help you in case you need to replace this device or to suspend access to the app.
- LuxTrust will send you a SMS containing a link to complete the activation. In the meantime, you can leave the app. When you receive the SMS, click on link which will automatically open the app. LuxTrust will never ask you to share your credentials by clicking on this link.
3. If you don't you have a LuxTrust token:
- Open the app on your smartphone and tap on "Start activation".
- Enter your User ID and validate. You will find this User ID in the SMS received from LuxTrust.
- Enter your activation code. You defined this code when ordering. We advised you to use the last 5 characters of your ID card or passport number. You will find this code in the order confirmation you received by email. If you no longer find it, please contact our Customer Service Desk at (+352) 24 550 550.
- Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
- Activate biometric recognition (FaceID, TouchID or FingerPrint) which will allow you to open the application without having to insert the PIN code.
- Choose your security questions and indicate a clear answer for each of them before you validate.
- Enter the initial password which you will also find in the SMS you received.
- Choose a new complex password to finalize the activation and validate it.
Yes, you can add the app to two different devices.
If you lost your phone or if it has been stolen, there are 2 possible options:
- If you have a Token or Scan linked to the same certificate as your LuxTrust app: you can re-download the app and proceed to its activation. As a precaution, you should suspend access to your old phone. To do this, go to your MyLuxTrust area in "Manage my products" section.
- You don’t have any other additional device: please contact LuxTrust's Customer Service Desk at +(352) 24 550 550. A LuxTrust operator will help you associate the app with your account and suspend the access to your old phone.
Download the LuxTrust Mobile application again and activate it by following the same process described in the chapter "LuxTrust: Certificate, User ID and Password".
If you do not have a LuxTrust device (Token, Scan) to activate the application, you will need to contact the LuxTrust customer service at +(352) 24 550 550, which will help you manage your devices.
- Go to LuxTrust Mobile app
- Open the menu and go to "Security"
- Log in
- Activate the"Backup your account" option
- Validate with your password
This function will bring these advantages:
- Easy access to your application after restoration without having to go through all the steps of reactivation.
- An emergency solution in case of theft or loss of your smartphone.
Remember that the restore option only works if you have activated the "Backup your account" option beforehand.
Contact the LuxTrust Helpdesk or questions@luxtrust.lu for more information.
We advise you to keep your LuxTrust Token safe. It may serve as a backup solution in case your phone gets lost or stolen.
LuxTrust Token
The LuxTrust Mobile application will soon definitely replace the LuxTrust token as a means of connection on My ING. Don't wait any longer and download it.
- Download the LuxTrust Mobile app from the App Store or Google Play on your smartphone.
- Open the app and tap on "Start activation".
- Enter your User ID and validate. You will find this User ID in the SMS or letter you received after ordering your Token.
- Once the new screen, select the device you usually use to connect to your banking or online applications, in this case the Token.
- Enter your LuxTrust credentials: User ID, password and the OTP generated by your token and tap on "Authenticate".
- Optional: you can activate LuxTrust Mobile app on maximum 2 devices. In case you have already activated the app on 2 other devices, you are now required to replace one of them.
- Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
- Choose a name for your device that you can remember. It will help you in case you need to replace this device or to suspend access to the app.
- LuxTrust will send you a SMS containing a link to complete the activation. In the meantime, you can leave the app. When you receive the SMS, click on link which will automatically open the app. Beware of phishing attempts : LuxTrust will never ask you to share your credentials by clicking on a link.
Your LuxTrust Mobile app is now ready to be used.
Note: make sure you activate your LuxTrust certificate within 60 days following the order, after which it will automatically become unusable.
There are different Token models, even ones with a keypad that looks like a calculator. The model used for the ING Luxembourg Internet Service is the LuxTrust Token, a device without a keypad and just one button to display the variable number sequence or One Time Password.
If you have a problem with your Token, you can take it to your ING branch. They will give you a new Token for free with the same user ID and password.
No, in order to log in, they will need to know not only your user ID, but also your personal password. If the person does not have both of these, they cannot use your Token to log in. We therefore advise you never to write or type your personal password in an accessible place, and to make use of the possibility to choose a password that you can easily remember.
If you realise that you have lost your Token, please inform LuxTrust by dialling +(352) 24 550 550 or go to https://www.luxtrust.com/en/support for more information.
Yes, you will find a list of banks and services available with your Token on the following page: https://www.luxtrust.com/en/individuals/where-use-my-luxtrust-product
LuxTrust secret image
Each time you need to use your LuxTrust Token or chip-based product for online banking or e-government application, you will see your secret image at the moment you enter your OTP or PIN code (for instance to authenticate yourself, add beneficiaries, validate a transaction above a certain amount).Other partners might integrate this function in future releases.
LuxTrust has introduced this new step to conform with the European “Payment Services Directive 2”, otherwise known as “PSD2”. To better protect consumers who make payments online, this requires inter alia the implementation of strong authentication and what is known as “transaction contextualisation”. This means that the consumer must be able to make payments securely and must also be able to validate every transaction by having all information at his/her disposal (such as the IBAN, the amount and the payment’s recipient). The good news is that, with this new step, all LuxTrust devices meet these requirements.
The first time you authenticate yourself with your LuxTrust device (online banking, LuxTrust, Guichet.lu, MultiLine, …) we will ask you to choose one of nine images picked up randomly.
By including an image chosen by you and which only you can know, we are adding another layer of security. As such, if the image you see is not the one you have chosen, please cancel the operation and contact us.
That’s easy! Just go to your myluxtrust space on our site and follow the steps under “change my secret image”.
Your image, like your UserID and Password are personal credentials. The same way you don’t share your credit card number, you shouldn’t share the elements of security of your LuxTrust identity! Protecting your identity matters!
No, it will always be the same image you chose the first time you connected and will remain no matter the online application you are using for your future transactions. If you don’t like it anymore, you can simply change it on your myluxtrust space at www.luxtrust.lu.
If the image you see is not the image you chose, you are probably facing a phishing attempt. Cancel the operation and contact us by phone at +(352) 44 99 1 or by email via phishing@ing.lu.
No, the secret image is a new step for consumers using their Token, SmartCard, Signing Stick or Luxembourg eID. If you use LuxTrust Mobile or LuxTrust Scan, you won’t see the image when entering your OTP or PIN code.
Yes, you must cancel this transaction. This image must always appear when you enter the one-time use code to validate your purchases. If you do not see or recognize this image, it is a sign that the site is fraudulent. You should then immediately stop the transaction and contact LuxTrust or your bank to report it.
As a reminder, this is the same image that is displayed when you are currently performing a banking transaction.
This is simple. If you are not sure about the secret image you chose, visit LuxTrust official website in MyLuxTrust section and “change my secret image”. It will enable you to pick a new one that you need to remember for your future operations.
In case of doubt, don't communicate your LuxTrust IDs and contact us.
LuxTrust Scan
- Install the LuxTrust Mobile app from the App Store or Google Play on your smartphone.
- Open the app and tap on "Start activation".
- Enter your User ID and validate. You will find this User ID in the SMS or letter you received after ordering your Scan.
- On the new screen, select the device you usually use to connect to your banking or online applications, in this case the Scan.
- Enter your LuxTrust credentials: User ID and password and tap on "Authenticate".
- A mosaic image (QR code) will appear on the screen. Scan it using your Scan device to generate the OTP and enter the displayed numbers in the dedicated field on the app.
- Optional: you can activate LuxTrust Mobile app on maximum 2 devices. In case you have already activated the app on 2 other devices, you are now required to replace one of them.
- Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
- Choose a name for your device that you can remember. It will help you in case you need to replace this device or to suspend access to the app.
- A second mosaic image (QR code) will appear on the screen. Scan it using your Scan device to generate the OTP and enter the displayed numbers in the dedicated field on the app.
Your LuxTrust Mobile app is now ready to use.
Note: make sure you activate your LuxTrust certificate within 60 days of the order, after which it will automatically become unusable.
Yes, by following these steps:
- Go to My ING;
- Choose the LuxTrust Scan login method;
- Enter your username and password;
- Turn on the LuxTrust Scan by pressing its top right button. A QR code will then appear on the screen of your PC (or your tablet);
- Scan this QR code with the help of your LuxTrust Scan or your smartphone;
- Once the QR code has been scanned, your LuxTrust Scan or your smartphone will display a One Time Password;
- Click on “authenticate”
You are now logged in.
Yes you can. Just make sure to select LuxTrust Scan in the activation process of the LuxTrust Mobile app.