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Does your scanner turn on when you press the orange button? 

If not, you may need to replace the batteries. Once you’ve done that, can you turn the scanner on? 

"},"title":"The scanner won’t turn on"},{"richBody":{"value":"

Turn on your scanner and point the camera at something. Do you see the same thing on the scanner’s screen? 

Is the lens visibly broken or scratched? Then request a new scanner:

  1. Open My ING Business in a new window and enter your username and password
  2. Select ‘Need help’ at the bottom of the screen with the colour code
  3. Select ‘My scanner is broken’
  4. Follow the steps to complete your request
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The lens is on the back of the scanner. Are you sure your finger isn’t covering it? 

Point the lens at the colour code until you see it inside the square on your scanner’s screen.

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Your screen settings or screen quality can make scanning difficult. Does your screen:

Then change your screen settings to ‘colour’ and reduce the glare. 

Still can’t scan the colour code? 

  1. Open My ING Business in a new window and enter your username and password
  1. Select ‘Need help?’ at the bottom of the screen with the colour code
  2. Select ‘I can’t scan the colour code’
  3. Select ‘Request a new scanner’ and follow the instructions on your screen
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Do you see a message saying the colour code doesn’t belong to the scanner? Then check that you’re using the right scanner. 

The wrong scanner PIN may also have been entered several times. If so, set a new PIN.

Does your scanner show a message with a 3-digit code? Write it down and contact us.

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  1. Open My ING Business in a new window and enter your username and password
  2. Select ‘Need help’ at the bottom of the screen with the colour code
  3. Select ‘I’ve forgotten my scanner PIN’
  4. Set a new scanner PIN by activating the scanner again
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Your scanner may be broken. We’re sorry about that! We’ll be happy to send you a new one. Follow the steps below: 

  1. Open My ING Business in a new window and enter your username and password
  2. Select ‘Need help?’ at the bottom of the screen with the colour code
  3. Select ‘I can’t scan the colour code’
  4. Select ‘Request a new scanner’ and follow the instructions on your screen

Prefer to use the app? You can! Download and activate the Mobile Banking App. Have you successfully activated the app? From now on, you’ll use the app instead of the scanner to confirm your orders (including payments) and log in to My ING Business.

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