{"type":"document","data":{"contentType":"onecms:productPage","flexPageMetadata":{"afmBanner":false,"description":"Help with your Video Banking conversation","robotInstruction":{"noFollow":false,"noIndex":false}},"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.
"}},{"accordionList":[{"richBody":{"value":"

Windows

Note: You need Edge version 79 or later.

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Click Site Permissions.
  4. Click Camera.
  5. Make sure the switch next to Always ask for access (recommended) is turned on.
  6. Return to the system check page and refresh the page.

Android

  1. Tap the button with the three dots in the top-right corner of the screen.
  2. Tap Settings.
  3. Tap Site Permissions.
  4. Tap Camera.
  5. Tap Advanced settings.
  6. Tap App permissions.
  7. Make sure the switch next to Camera is turned on.

macOS

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Click Site Permissions.
  4. Click Camera.
  5. Make sure the switch next to Always ask for access (recommended) is turned on.
  6. Return to the system check page and refresh the page.
"},"title":"Edge"},{"richBody":{"value":"

Windows

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Type camera in the search bar.
  4. Click Site Settings.
  5. Click Camera.
  6. Select the correct camera and make sure Ask before access (recommended) is enabled.
  7. Return to the system check page and refresh the page.

Android

  1. Open Settings on your device (not the browser settings).
  2. Tap Apps.
  3. Tap Chrome.
  4. Tap Permissions under App settings.
  5. Make sure the switch next to Camera is turned on.
  6. Return to the system check page and refresh the page.

macOS

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Type camera in the search bar.
  4. Click Site Settings.
  5. Click Camera.
  6. Select the correct camera and make sure Ask before access (recommended) is enabled.
  7. Return to the system check page and refresh the page.
"},"title":"Chrome"},{"richBody":{"value":"

Windows

  1. Click the camera icon to the left of the address bar.
  2. Verify that the correct camera is selected.
  3. Click Use camera.
  4. Refresh the page by pressing F5.

Android

  1. Open Settings on your device (not the browser settings).
  2. Tap Apps.
  3. Tap Firefox.
  4. Tap Permissions under App settings.
  5. Make sure the switch next to Camera is turned on.
  6. Return to the system check page and refresh the page.

macOS

  1. In Firefox, click the gear icon on the right side of the screen.
  2. Type Permissions in the search box.
  3. Make sure the Camera permission is set to Ask or Allow.
  4. Return to the system check page and refresh the page.
"},"title":"Firefox"},{"richBody":{"value":"

iOS and iPadOS

  1. Open Settings on your device.
  2. Tap Safari.
  3. Tap Camera under Settings for Websites.
  4. Ensure that Ask or Allow is selected.
  5. Return to the system check page and refresh the page.

macOS

  1. In Safari, click Safari in the menu bar and select Settings for This Website....
  2. Ensure that the Camera setting is set to Ask or Allow.
  3. Return to the system check page and refresh the page.
"},"title":"Safari"},{"richBody":{"value":"

Android

  1. Open Settings on your device (not the browser settings).
  2. Tap Apps.
  3. Tap Samsung Internet.
  4. Tap App permissions under App settings.
  5. Make sure the switch next to Camera is turned on.
  6. Return to the system check page and refresh the page.
"},"title":"Samsung Internet"}],"componentType":"accordion"},{"componentType":"sectionTitle","title":"Microphone"},{"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.
"}},{"accordionList":[{"richBody":{"value":"

Windows

Note: You need Edge version 79 or later.

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Click Site Permissions.
  4. Click Microphone.
  5. Make sure the switch next to Always ask for access (recommended) is turned on.
  6. Return to the system check page and refresh the page.

Android

  1. Tap the button with the three dots in the top-right corner of the screen.
  2. Tap Settings.
  3. Tap Site settings.
  4. Tap Microphone.
  5. Tap Advanced settings.
  6. Tap App permissions.
  7. Make sure the switch next to Microphone is turned on.

macOS

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Click Site Permissions.
  4. Click Microphone.
  5. Make sure the switch next to Always ask for access (recommended) is turned on.
  6. Return to the system check page and refresh the page.
"},"title":"Edge"},{"richBody":{"value":"

Windows

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Type microphone in the search bar.
  4. Click Site Settings.
  5. Click Microphone.
  6. Make sure Ask before access (recommended) is enabled.
  7. Return to the system check page and refresh the page.

Android

  1. Open Settings on your device (not the browser settings).
  2. Tap Apps.
  3. Tap Chrome.
  4. Tap Permissions under App settings.
  5. Make sure the switch next to Microphone is turned on.
  6. Return to the system check page and refresh the page.

macOS

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Type microphone in the search bar.
  4. Click Site Settings.
  5. Click Microphone.
  6. Make sure Ask before access (recommended) is enabled.
  7. Return to the system check page and refresh the page.
"},"title":"Chrome"},{"richBody":{"value":"

Windows

  1. Click the microphone icon to the left of the address bar.
  2. Verify that the correct microphone is selected.
  3. Click Use microphone.
  4. Refresh the page by pressing F5.

Android

  1. Open Settings on your device (not the browser settings).
  2. Tap Apps.
  3. Tap Firefox.
  4. Tap Permissions under App settings.
  5. Make sure the switch next to Microphone is turned on.
  6. Return to the system check page and refresh the page.

macOS

  1. In Firefox, click the gear icon on the right side of the screen.
  2. Type Permissions in the search box.
  3. Make sure the Microphone permission is set to Ask or Allow.
  4. Return to the system check page and refresh the page.
"},"title":"Firefox"},{"richBody":{"value":"

iOS and iPadOS

  1. Open Settings on your device.
  2. Tap Safari.
  3. Tap Microphone under Settings for Websites.
  4. Ensure that Ask or Allow is selected.
  5. Return to the system check page and refresh the page.

macOS

  1. In Safari, click Safari in the menu bar and select Settings for This Website....
  2. Ensure that the Microphone setting is set to Ask or Allow.
  3. Return to the system check page and refresh the page.
"},"title":"Safari"},{"richBody":{"value":"

Android

  1. Open Settings on your device (not the browser settings).
  2. Tap Apps.
  3. Tap Samsung Internet.
  4. Tap App permissions under App settings.
  5. Make sure the switch next to Microphone is turned on.
  6. Return to the system check page and refresh the page.
"},"title":"Samsung Internet"}],"componentType":"accordion"},{"componentType":"sectionTitle","title":"Sound"},{"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.
"}},{"accordionList":[{"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":"Edge"},{"richBody":{"value":"

Windows

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Type sound in the search bar and press Enter.
  4. Click Site Settings.
  5. Click Sound.
  6. Make sure Allow sites to play sound (recommended) is enabled.
  7. Return to the system check page and refresh the page.

Android

  1. Tap the button with the three dots in the top-right corner of the screen.
  2. Tap Settings.
  3. Tap Site settings.
  4. Tap Sound.
  5. Make sure Allow sites to play sound (recommended) is enabled.
  6. Return to the system check page and refresh the page.

macOS

  1. Click the button with the three dots in the top-right corner of the screen.
  2. Click Settings.
  3. Type sound in the search bar and press Enter.
  4. Click Site Settings.
  5. Click Sound.
  6. Make sure Allow sites to play sound (recommended) is enabled.
  7. Return to the system check page and refresh the page.
"},"title":"Chrome"},{"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:

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

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

iOS and 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":"Safari"},{"richBody":{"value":"

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

"},"title":"Samsung Internet"}],"componentType":"accordion"},{"componentType":"sectionTitle","title":"Connection"},{"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.
"}}]},"hasMacro":false,"id":"c0e26dfc-251a-470b-81fd-68536e1aed32","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Video Banking","url":"/en/personal/customer-service/beeldgesprek"}},"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":{"altTextDE":"\"","altTextEN":"\"","altTextFR":"\"","altTextNL":"\"","extension":"jpg","original":"https://assets.ing.com/m/c85a28737797cc4/original/Road-in-city.jpg","transformBaseUrl":"https://assets.ing.com/transform/c8a73fce-2a7c-40bb-bf3f-c8731857bc4a/Road-in-city","type":"image","width":5464},"subtitle":"Are you stuck? We will help you further","title":"Help with your Video Banking conversation"}},"publishDate":"2026-07-01T15:40:57.768+02:00"}}