The ING App is the fastest and most secure way to chat with us. Open the app, go to Service and scroll down to Contact.
"}},{"componentType":"sectionTitle","title":"Chatting via My ING"},{"componentType":"paragraph","richBody":{"value":"Can't use the ING App? Simply log in to My ING. Go to Service and select Chat at the bottom of the page. You can also view your previous chat conversations there.
"}},{"componentType":"sectionTitle","title":"How does the app work?"},{"componentType":"paragraph","richBody":{"value":"Type your question in the chat. Virtual Assistant Ida provides immediate answers to frequently asked banking questions and helps point you in the right direction. Would you prefer to speak with a customer service representative? Simply type “speak to an agent”. During opening hours, we will connect you to the appropriate team.
"}},{"componentType":"sectionTitle","title":"Fun fact"},{"componentType":"paragraph","richBody":{"value":"After the conversation, you can always reread it at your leisure, even after closing the chat. This history is retained for 14 months. How convenient!
"}},{"componentType":"sectionTitle","title":"Our employees are ready to help you"},{"componentType":"paragraph","richBody":{"value":"| Days | Opening hours |
| Monday to Friday | 8:00 am - 9:00 pm |
| Saturday | 9:00 am - 5:00 pm |
| Sunday | Closed |
| Days | Opening hours |
| Monday to Friday | 8:30 am - 5:00 pm |
| Saturday & Sunday | Closed |
"},"title":"ING Arrears"},{"richBody":{"value":"
| Days | Opening hours |
| Monday to Friday | 8:30 am - 5:00 pm |
| Saturday & Sunday | Closed |
Below you will find the opening hours of the Business Team. Virtual Assistant Ida has the same opening hours.
| Days | Opening hours |
| Monday to Friday | 8:30 am - 5:00 pm |
| Saturday & Sunday | Closed |
Ida is our Virtual Assistant. She helps answer frequently asked questions about your banking matters. The information provided is intended for general guidance only and does not constitute investment, financial, tax, or legal advice.
Our Virtual Assistant Ida does her best to help you, but she may occasionally make a mistake. If you are unsure about an answer or cannot find what you are looking for, simply type “speak to an agent”.
"}},{"componentType":"sectionTitle","title":"Use of AI"},{"componentType":"paragraph","richBody":{"value":"We use generative AI and rule-based chatbots to help you as effectively as possible. We continuously improve our chat service, and your feedback helps us do that.
"}},{"componentType":"paragraph","richBody":{"value":""}},{"componentType":"sectionTitle","title":"How we handle your data"},{"componentType":"paragraph","richBody":{"value":"At ING, we use Virtual Assistant Ida in our chat environment. This is an automated service designed to support you quickly and efficiently with your banking.
Virtual Assistant Ida:
We use a combination of generative AI (Google Gemini) and rule-based (declarative) chatbots to provide you with the best possible service.
Are you stuck or unsure about the answer? Then type "speak to an employee" in the chat. You will then, within the opening hours of the relevant department, be referred to an employee who can help you further.
We are continuously working on improving our services and value your feedback.
"}},{"componentType":"sectionTitle","title":"Retention period for chat conversations"},{"componentType":"paragraph","richBody":{"value":"In the Netherlands, all chat conversations are stored for 14 months. We do this for various purposes, including: coaching of employees, analyses to improve our services and handling any complaints.
A chat about investments with an employee is stored for 7 years. This means we comply with the MiFID II legislation.
Information about your rights and how we respect them can be found here
.
"}},{"componentType":"sectionTitle","title":"More information"},{"accordionList":[{"richBody":{"value":"That's possible too! Log in to My ING (Business) and go to Service. There you can easily start your chat.
"},"title":"Chat on your computer"},{"richBody":{"value":"Click here to see how you can log back into the app and My ING.
You can also call us from Monday to Friday from 8:30 am to 5:00 pm. For a phone call with ING, you pay the costs of your telephone provider.
Keep your debit card at hand.
Call us if you no longer have access to the app.
"},"title":"I do not have access to the app and My ING"},{"richBody":{"value":"Our Virtual Assistant, Ida, is available 24/7 for private individuals. Our customer service hours vary by department and can be found on this page. For business clients, the hours for Virtual Assistant Ida and customer service are the same. These hours can also be found on this page.
"},"title":"Information about our opening hours"}],"componentType":"accordion"}]},"hasMacro":false,"id":"629b2dd5-afb5-40b7-922a-f2748662c9a8","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Contact and support","url":"/en/personal/customer-service"}},"componentType":"productHeader","coreHeader":{"body":"Do you have a question about your banking matters? Ask your question via chat. You will receive fast and secure assistance from our Virtual Assistant Ida. Can't find the answer you need? One of our agents will be happy to help you further, subject to availability.","headerImage":{"extension":"jpg","original":"https://assets.ing.com/asset/f414156b-3a2b-4449-8442-b00ba9316eeb/Young-woman-using-mobile-phone-and-laptop-while-sitting-at-home.jpg","transformBaseUrl":"https://assets.ing.com/transform/f414156b-3a2b-4449-8442-b00ba9316eeb/Young-woman-using-mobile-phone-and-laptop-while-sitting-at-home","type":"image","width":7200},"title":"Chat with ING"},"cta":{"componentType":"cta","textLink":{"text":"Ask your question now","url":"https://mijn.ing.nl/banking/mobile/service?dialog=service-contacts-chat"}},"usps":[{"body":"Quick answer to your question","icon":{"extension":"png","original":"https://assets.ing.com/m/5a80b8b6f268a1d6/original/Doorlooptijden.png","transformBaseUrl":"https://assets.ing.com/transform/70170992-482e-49b0-a7dc-0f1b7981bab1/Doorlooptijden","type":"image","width":267}},{"body":"Our employees are ready to help you","icon":{"extension":"svg","original":"https://assets.ing.com/m/63543bd6beeaf0eb/original/Icon-Public.svg","transformBaseUrl":"https://assets.ing.com/transform/e1dfae85-89e5-4736-9c96-fb56fcaecfc7/Icon-Public","type":"image","width":236}},{"body":"Employees can arrange the same things for you via chat as they can by telephone","icon":{"extension":"png","original":"https://assets.ing.com/m/71bb023b5a1d1bca/original/Services-edit.png","transformBaseUrl":"https://assets.ing.com/transform/7b3ee3e0-64c7-44d4-a4c5-1f6382502083/Services-edit","type":"image","width":3700}}]},"publishDate":"2026-08-19T09:11:57.734+02:00"}}