{"type":"document","data":{"id":"f6b2843c-0021-4701-b142-478d85d90bbf","localeString":"en-GB","publishDate":"2026-03-19T16:14:17.834+01:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"veilig e-mailen met Zivver"},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"body":"At ING, we handle personal information with care. That’s why we use the ‘Messages’ feature in the app and in Mijn ING. But sometimes that’s not possible. In those cases, we use Zivver: a secure email platform that allows us to share confidential information safely.","headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/50fc850b-5b1c-4a01-8e06-a2d745cc1935/Tied-up-rope-on-a-red-cargo-ship-at-sea","type":"image","width":3186,"altTextEN":"\"\"","altTextNL":"\"\"","altTextFR":"\"\"","altTextDE":"\"\"","original":"https://assets.ing.com/m/5625543d10898dea/original/Tied-up-rope-on-a-red-cargo-ship-at-sea.jpg","extension":"jpg"},"title":"Secure emailing"},"backLink":{"textLink":{"url":"/en/bank/make-appointment","text":"Make an appointment"}}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Secure emailing with Zivver"},{"componentType":"paragraph","richBody":{"value":"

Zivver ensures your message is well protected through encryption. To open the message, you’ll need an access code. ING chooses how this code is shared, based on the contact details we have from you. There are three options. We’ll briefly explain them below.

"}},{"componentType":"accordion","accordionList":[{"title":"Opening a Zivver message with an SMS code","richBody":{"value":"

You’ll receive an email about a secure message from ING. In that email, there’s a button to open the message. This takes you to Zivver’s online environment. There, you can easily request an access code via SMS. After entering the access code, you can safely read and reply to the message.

"}}]},{"componentType":"accordion","accordionList":[{"title":"Opening a Zivver message with an access code","richBody":{"value":"

You’ll receive an email about a secure message from ING. In that email, there’s a button to open the message. This takes you to Zivver’s online environment. There, you enter the access code that you previously received from us, for example during a phone call. After entering the access code, you can safely read and reply to the message.

"}}]},{"componentType":"accordion","accordionList":[{"title":"Opening a Zivver message with a verification email","richBody":{"value":"

You’ll receive an email about a secure message from ING. In that email, there’s a button to open the message. This takes you to Zivver’s online environment. There, you can easily request an access code via email. After entering the  access code, you can safely read and reply to the message.

"}}]},{"componentType":"sectionTitle","title":"Want to reply to the message? Here’s how."},{"componentType":"paragraph","richBody":{"value":"

You can reply to the message via Zivver. Just follow these steps:

  1. Click ‘Reply’
  2. Type your response.
  3. Want to add an attachment? Just click the paperclip icon.
  4. Done? Click ‘Send’ to send your message.
"}},{"componentType":"sectionTitle","title":"Frequently asked questions"},{"componentType":"accordion","accordionList":[{"title":"Is Zivver really secure?","richBody":{"value":"

Yes, Zivver is a secure way to send emails and files. Your message is encrypted with end-to-end encryption, which means only you and the sender can read it. Zivver also checks whether you’re the intended recipient. This is done, for example, by sending you an access code via SMS or email. That way, your information stays well protected.

"}},{"title":"How do I know the message is really from ING?","richBody":{"value":"

If you’re unsure about the sender, check the email address. Genuine Zivver messages from ING always come from an address ending in securemail.ing.com.

"}},{"title":"Do I need a Zivver account to open the message?","richBody":{"value":"

No, that's not necessary. You can open and respond to the message without a Zivver account.

"}},{"title":"I haven’t received an SMS to open the message. What can I do?","richBody":{"value":"

Start by checking that your phone number is entered correctly. If it is, wait a few minutes as the message may be delayed. Make sure your phone has a signal and that SMS is enabled. If the message still hasn’t arrived, contact the sender by replying to the notification email  to verify your number.

"}},{"title":"My access code doesn’t work. What can I do?","richBody":{"value":"

Start by checking for any typos or incorrect formatting. Make sure you're using the correct combination of uppercase and lowercase letters. If everything seems correct and the code still doesn’t work, request a new one from the sender by replying to the notification email.

"}},{"title":"I haven’t received a verification email from ING. What can I do?","richBody":{"value":"

First, check your spam or junk folder to make sure the email wasn’t filtered. If it’s not there, wait a few minutes as there may be a short delay. If you still haven’t received it, reach out to the sender by replying to the notification email and ask them to resend it.

"}},{"title":"How long do I have access to the Zivver message?","richBody":{"value":"

The validity period of a Zivver message varies per message. At the top of the message, you can see how long you’ll have access. After that, the content is automatically deleted.

Want to keep the message or any attachments? Save a copy yourself, for example, on your computer or phone.

"}},{"title":"Can I forward a Zivver message?","richBody":{"value":"

You cannot forward a secure message to others from the Zivver’s online environment.
But, once inside the Zivver online environment, you have the option to download the message content (if enabled by the sender) and save it to your personal mailbox for reference.

"}}]}]}}}