1. If you receive a call on your mobile, click on the speaker icon, so you can still hear the caller. Then you open the app. Did you receive the call on your landline? Or, for example, is your partner or one of your parents being called? Then you go to your app on your mobile phone or tablet.
2. At the bottom of the app's home screen you will see the button ‘Is this call ING?'. Press that button.
3. In the next screen you enter your own telephone number: the number on which you receive the call or the number of the person for whom you want to perform the Check.
4. We immediately check if someone from ING is calling your number:
5. Call the ING Hotline via the button in the screen of your app (or via 020 22 888 00) and tell us what happened.
"}},{"title":"This is how to Check the Call via My ING","richBody":{"value":"1. If you receive a call, put your phone on speaker. Then go to the login page of My ING: mijn.ing.nl/login/
2. Below the orange login button you'll see the indigo button 'Is ING Calling? Check the Call'. That's where you click.
3. In the next screen you enter your own telephone number: the number on which you receive the call or the number of the person for whom you want to perform the Check.
4. We immediately check if someone from ING is calling your number:
5. Call the ING Hotline via 020 22 888 00 and tell us what happened.
"}}]},{"componentType":"paragraph","richBody":{"value":""},"video":{"type":"video","originalUrl":"https://assets.ing.com/m/7dc3eb61427ebc9b/original/Check-het-Gesprek-video-English-subtitles.mp4","videoPreviewURLs":["https://assets.ing.com/asset/aeb0479d-a5b5-4e98-9d70-242c49e6735a/1080p/Check-het-Gesprek-video-English-subtitles.mp4","https://assets.ing.com/asset/aeb0479d-a5b5-4e98-9d70-242c49e6735a/mp4/Check-het-Gesprek-video-English-subtitles.mp4","https://assets.ing.com/asset/aeb0479d-a5b5-4e98-9d70-242c49e6735a/720p/Check-het-Gesprek-video-English-subtitles.mp4","https://assets.ing.com/asset/aeb0479d-a5b5-4e98-9d70-242c49e6735a/480p/Check-het-Gesprek-video-English-subtitles.mp4"],"thumbnails":{"mini":"https://assets.ing.com/m/7dc3eb61427ebc9b/mini-Check-het-Gesprek-video-English-subtitles.jpg","webimage":"https://assets.ing.com/m/7dc3eb61427ebc9b/webimage-Check-het-Gesprek-video-English-subtitles.jpg","thul":"https://assets.ing.com/m/7dc3eb61427ebc9b/thul-Check-het-Gesprek-video-English-subtitles.jpg"},"extension":["mp4"]}},{"componentType":"paragraph","title":"How does it work if you log into the app with Face ID or your fingerprint?","richBody":{"value":"When you're not on the phone, you log in as you're used to. For example, with your Face ID. In that case, you hardly see the login screen - and therefore, you might miss the Check the Call button. But if you're on a call and open the app at the same time, the app will suppress biometric login. You will first see the login screen of the app, with the Check the Call button. The button will also pulsate at that moment to attract your attention. This way, we keep the balance between safety and ease of use as optimal as possible. After all, the button is especially relevant when you are making a call.
Do you want to use the Check while you are already logged in? That's possible! Type "check the call" in the search bar at the top of your app's overview page. You'll get two results. The first search result (‘What is Check the Call?’) refers to this article on ing.nl. With the second (‘Is ING Calling? Check the Call’) you start the Check.
"}},{"componentType":"paragraph","title":"Just hanging up is OK as well","richBody":{"value":"Can't open the app while you're on the phone? No problem: hanging up immediately and calling the ING Hotline is also a good strategy. A real ING employee completely understands that. And did you have a fraudster on the line? Then you're at the right place at the ING Hotline.
You can call the Hotline from the app (via the Service button at the bottom of the screen) or simply by telephone via 020 22 888 00. The Hotline is available 24 hours a day, 7 days a week.
"}},{"componentType":"sectionTitle","title":"Frequently Asked Questions"},{"componentType":"accordion","accordionList":[{"title":"Why does ING introduce Check the Call? Why is this important?","richBody":{"value":"Unfortunately, many people become victim of bank helpdesk fraud (colloquially known as spoofing). According to NVB figures, the total damage to this type of fraud in 2022 was almost 51 million euro. In addition to the financial damage of victims, there is also a lot of emotional damage. Criminals put so much pressure on people that they persuade them to transfer money or hand over their debit cards. The money goes straight into the pockets of criminals who can use it to finance other fraud activities. This makes bank helpdesk fraud, but also other forms of fraud, a social problem.
Although we actively warn our customers about this, unfortunately they are also affected. And we want to counter that. Therefore, ING is now introducing Check the Call. Together, we increase the chance that the customer recognises and prevents the (attempted) fraud by exposing the scammer.
"}},{"title":"How does it work?","richBody":{"value":"At the bottom of the app’s home screen and underneath the login button on My ING, you will see the button ‘Check the Call’. Press this button and enter the phone number on which you receive the call. It doesn't matter if that's your mobile number or your landline number. We immediately check if someone from ING really calls your number. And you will see on your screen immediately whether it's okay or not, and what you should do next.
"}},{"title":"I log into the app with Face ID or my fingerprint. Do I still see the button?","richBody":{"value":"When you're not on the phone, you log in as you're used to. With biometrics, for example, like your fingerprint. If you're on the phone, the app will not allow you to log in with biometrics straight away. You will first see the login screen of the app, with the Check the Call button. Do you still want to log in with biometrics during the phone call? That's possible. Tap the fingerprint or face icon and the app scans it directly so you can log in.
"}},{"title":"Is the outcome of the Check always correct?","richBody":{"value":"Every ING customer who uses the ING App or My ING can use the Check the Call button on the login screen.
"}},{"title":"So customers who don't do digital banking can't use the feature?","richBody":{"value":"If you don't banking digitally at all, you cannot use Check the Call. But no worries: the ING Hotline is always accessible to every customer.
"}},{"title":"What if I can't open the app while I'm on the phone?","richBody":{"value":"No problem: hanging up immediately and calling the ING Hotline is also a good strategy. A real ING employee completely understands that. And did you have a fraudster on the line? Then you're at the right place at the ING Hotline.
You can call the Hotline from the app (via the Service button at the bottom of the screen) or simply by telephone via 020 22 888 00. The Hotline is available 24 hours a day, 7 days a week.
"}},{"title":"Can I use the Check after login as well?","richBody":{"value":"Are you using the app? Then you have two options to use the Check after logging in:
Theoretically, the button can be used with every phone call, but it is of course especially useful when someone says to call on behalf of the bank and indicates that something is wrong with your money, debit card and/or bank account.
"}},{"title":"Can I opt-out for Check the Call?","richBody":{"value":"No, safebanking and protecting our customers from scams is ING's priority. Check the Call is always available for every app user on the login screen of the app. You don't have to use the button if you don't want to.
"}}]}]}}}