{"type":"document","data":{"id":"4b787b3b-00f8-4d87-b4a9-7e4189c11da5","localeString":"en-GB","publishDate":"2025-07-09T18:52:42.648+02:00","contentType":"onecms:productPage","hasMacro":false,"flexPageMetadata":{"afmBanner":false,"robotInstruction":{"noIndex":false,"noFollow":false},"description":"Can't scan the colour code in My ING with your ING scanner? That can be due to several things."},"mainHeaderZone":{"componentType":"productHeader","coreHeader":{"body":"That can be due to several things.","headerImage":{"transformBaseUrl":"https://assets.ing.com/transform/f4f0a1a9-24d4-46bd-ad89-199d4d91bcbb/Beeldproductie-460x175-Scanner-copy","type":"image","width":720,"altTextEN":"\"\"","altTextNL":"\"\"","original":"https://assets.ing.com/m/29afdd259e4a9aed/original/Beeldproductie-460x175-Scanner-copy.jpeg","extension":"jpeg"},"title":"My ING scanner isn’t working","subtitle":"Can't scan the colour code with your ING scanner?"},"backLink":{"textLink":{"url":"/en/personal/digital-banking/my-ing","text":"Internet banking with My ING"}}},"flexZone":{"flexComponents":[{"componentType":"accordion","accordionList":[{"title":"Scanner won't turn on","richBody":{"value":"<p>Try pressing the orange button to turn on the scanner. </p><p>If that doesn&apos;t work, the batteries may need to be replaced. Once you&apos;ve done that, try turning on the scanner again.</p>"}},{"title":"The camera isn’t working","richBody":{"value":"<p>Turn on your scanner and point the camera at something. Do you see the same thing on the scanner&apos;s screen?</p><p>If the lens is visibly broken or scratched, request a new scanner. Follow the steps below:  </p><ol><li>Open My ING in a new screen and enter your username and password. </li><li>Select ‘Need help?’ at the bottom of the screen with the colour code. </li><li>Select ‘Can’t scan colour code’. </li><li>Select &apos;Request new scanner&apos; and follow the instructions. </li></ol>"}},{"title":"Are you using the scanner correctly?","richBody":{"value":"<p>The lens is on the back of the scanner. Make sure your finger doesn’t cover the lens. </p><p>Point the lens at the colour code until you see it in the square on your scanner&apos;s screen.</p>"}},{"title":"The scanner can’t see the colour code","richBody":{"value":"<p>The settings or quality of your screen can make scanning difficult. Does your screen have: </p><ul><li><p>cracks?</p></li><li><p>everything in black and white?  </p></li><li><p>‘dead’ pixels? </p></li><li><p>too much light reflection? </p></li></ul><p>If so, you’ll need to change your screen settings to &apos;colour&apos; and reduce the light reflection.</p><p>Still can&apos;t scan the colour code?  </p><ol><li><p>Open My ING in a new screen and enter your username and password.</p></li><li><p>Select ‘Need help?’ at the bottom of the screen with the colour code. </p></li><li><p>Select ‘Can’t scan colour code’.  </p></li><li><p>Select &apos;Request new scanner&apos; and follow the instructions on your screen. </p></li></ol>"}},{"title":"I see an error message","richBody":{"value":"<p>If you get a message that there&apos;s a mismatch between the colour code and your scanner, check whether you’re using the right scanner.  </p><p>If you happen to have entered the wrong PIN several times, you’ll need to reset your scanner’s PIN.  </p><p>If your scanner gives you an error message with a three-digit code, write it down and contact us.  </p>"}},{"title":"Forgotten your scanner’s PIN","richBody":{"value":"<ol><li>Open My ING in a new screen and enter your username and password. </li><li>Select ‘Need help?’ at the bottom of the screen with the colour code. </li><li>Select ‘I’ve forgotten my scanner’s PIN’.   </li><li>Reset your scanner’s PIN by reactivating the scanner.</li></ol>"}}]},{"componentType":"sectionTitle","title":"Still can’t scan?"},{"componentType":"paragraph","richBody":{"value":"<p>Your scanner may be defective – we&apos;re so sorry! We&apos;d be happy to send you a new one. Follow the steps below:  </p><ol><li>Open My ING in a new screen and enter your username and password. </li><li>Select ‘Need help?’ at the bottom of the screen with the colour code. </li><li>Select ‘Can’t scan colour code’. </li><li>Select &apos;Request new scanner&apos; and follow the instructions. </li></ol><p>Rather use the app? No problem! Download and activate the ING App. Once you&apos;ve activated the app, you’ll use it instead of the scanner to confirm your payments and other orders.</p>"},"textLinks":[{"url":"/en/personal/digital-banking/app/advantages","text":"Advantages of mobile banking"}]},{"componentType":"linkList","iconTitle":{"title":"Learn more"},"textLinks":[{"url":"/en/personal/digital-banking/mobile-confirmation","text":"How mobile confirmation works"}]},{"componentType":"linkList","iconTitle":{"title":"Digital banking"},"textLinks":[{"url":"/en/personal/digital-banking/app","text":"ING app"},{"url":"/en/personal/digital-banking/my-ing","text":"Internet banking"},{"url":"/particulier/digitaal-bankieren/app/geld-overmaken","text":"Online payments"},{"url":"https://www.ing-events.nl/bijeenkomsten","text":"Online banking workshop"}]}]}}}