{"type":"document","data":{"id":"c0e26dfc-251a-470b-81fd-68536e1aed32","localeString":"en-GB","publishDate":"2026-03-11T10:42:16.661+01:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"Help with your Video Banking conversation"},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"body":"Do you need help using your camera, microphone or sound? Make your choice below.\r\n\r\nGood to know: you can also enter the Video Banking conversation without a camera, microphone or sound. The chat function always works, so you can at least get in touch with your advisor.","headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/c8a73fce-2a7c-40bb-bf3f-c8731857bc4a/Road-in-city","type":"image","width":5464,"altTextEN":"\"","altTextNL":"\"","altTextFR":"\"","altTextDE":"\"","original":"https://assets.ing.com/m/c85a28737797cc4/original/Road-in-city.jpg","extension":"jpg"},"title":"Help with your Video Banking conversation","subtitle":"Are you stuck? We will help you further"},"backLink":{"textLink":{"url":"/en/personal/customer-service/beeldgesprek","text":"Video Banking"}}},"flexZone":{"flexComponents":[{"componentType":"sectionTitle","title":"Camera"},{"componentType":"paragraph","richBody":{"value":"
  1. Is your camera properly connected?
    Make sure any external camera is properly connected. For example, with a desktop or laptop, press the USB cable firmly. Also try a different USB port.
  2. Refresh the page
    Refresh the page and see if your camera works. Click in the address bar and then press 'Enter'.
  3. Select the right camera
    Have you connected multiple cameras? Then select the camera you want to use for Video Banking. You can do this in the system check on the login page (see the link in your appointment confirmation). Close other apps using the camera.
  4. Allow your browser to access the camera
    Your browser must be able to access your camera. Grant access via the icons of the lock or the camera in the address bar. Then refresh the page. Click on the browser you are using below to see how.
"}},{"componentType":"accordion","accordionList":[{"title":"Edge","richBody":{"value":"

Windows:
Note: you need Edge version 79 or higher.

Android:

macOS:

"}},{"title":"Chrome","richBody":{"value":"

Windows:

Android:

MacOS:

"}},{"title":"Firefox","richBody":{"value":"

Windows:

Android:

macOS:

"}},{"title":"Safari","richBody":{"value":"

iOS en iPadOS:

macOS:

"}},{"title":"Samsung Internet","richBody":{"value":"

Android:

"}}]},{"componentType":"sectionTitle","title":"Microfoon"},{"componentType":"paragraph","richBody":{"value":"
  1. Is your microphone properly connected?
    If you are using an external microphone, make sure it is properly connected and 'on'. Try a different USB port if applicable.

  2. Refresh the page

    Refresh the page and see if your microphone works. Click in the address bar and then press 'Enter'.
  3. Select the right microphone
    Have you connected multiple microphones? Then select the microphone you want to use for Video Banking. You can do this in the system check on the login page (see the link in your appointment confirmation).
  4. Allow your browser to access the microphone
    Your browser must be able to access your microphone. Grant access via the icons of the lock or the camera in the address bar. Then refresh the page. Click on the browser you are using below to see how.
"}},{"componentType":"accordion","accordionList":[{"title":"Edge","richBody":{"value":"

Windows:

Note: you need Edge version 79 or higher.

Android: 

macOS:

"}},{"title":"Chrome","richBody":{"value":"

Windows:

Android:

MacOS:

"}},{"title":"Firefox","richBody":{"value":"

Windows:

Android:

macOS:

"}},{"title":"Safari","richBody":{"value":"

iOS en iPadOS:

macOS:

"}},{"title":"Samsung Internet","richBody":{"value":"

Android:

"}}]},{"componentType":"sectionTitle","title":"Geluid"},{"componentType":"paragraph","richBody":{"value":"
  1.  Is your speaker properly connected?
    Are you using an external speaker? Make sure it is properly connected. For example, with a desktop or laptop, press the USB cable firmly. You can also test if it works with another USB port. Try another website, such as YouTube, to test whether your sound works with it.
  2. Select the right output device
    Make sure the correct output device is selected. You can do this in the system check on the login page (see the link in your appointment confirmation).
  3. Control volume and allow sites to play sound
    Increase the volume on your device and allow sites to play sound in your browser. Click below on the browser you are using to see how.
"}},{"componentType":"accordion","accordionList":[{"title":"Edge","richBody":{"value":"

Windows: 

Note: you need Edge version 79 or higher.

Edge plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

Android:

Edge plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

macOS:

Edge plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

"}},{"title":"Chrome","richBody":{"value":"

Windows:

Android:

macOS:

"}},{"title":"Firefox","richBody":{"value":"

Windows:

Firefox plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

Android:

Firefox plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

macOS:

Safari plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

"}},{"title":"Safari","richBody":{"value":"

iOS en iPadOS:

Safari plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

macOS:

Safari plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

"}},{"title":"Samsung Internet","richBody":{"value":"

Samsung Internet plays sounds automatically. If you do not hear anything, your sound may be too quiet. Connect headphones if necessary.

"}}]},{"componentType":"sectionTitle","title":"Verbinding"},{"componentType":"paragraph","richBody":{"value":"
  1. Use the right browser
    We recommend using Google Chrome as your browser, unless you work on an iPhone or iPad. You can only use Safari for these devices. See also the information on the other tabs if you need help setting up devices in these browsers.
  2. Try another device
    Try to connect to another device connected to the same network. For example, are you experiencing a problem with your laptop? Then try to see if the problem also occurs on a PC.
  3. Try a different network
    Are you unsuccessful with the above steps? Then try a different network. Are you unable to connect to a wired network? Then try it via Wi-Fi. On corporate networks you can experience problems with, for example, the firewall. Often an open Wi-Fi network is also available, for example with the name 'Gast' or 'Guest'. Obviously, this does not allow you to connect to your own corporate network, but the chance that you can conduct a video call via such a network is much greater.
"}}]}}}