Let’s say you’ve finally found that nice jacket and see there are only a few left in stock—you want to order it as quickly as possible before it’s gone. You’ve added the jacket to your online shopping cart and are ready to complete the purchase, choosing a bank transfer or credit card payment, and then the payment is declined.
"}},{"componentType":"paragraph","title":"Why did my payment fail?","richBody":{"value":"There can be several reasons why a payment fails, although it’s not always clear. That can be frustrating. You want to know why the payment was declined, but more importantly: you want to complete the transfer or book those plane tickets now.
On this page, we’ll help you with the most common reasons why a payment might fail and how to fix it.
"}},{"componentType":"sectionTitle","title":"The ING debit card"},{"componentType":"paragraph","richBody":{"value":"With the ING Debit Card, you can enjoy convenient payments worldwide. The Maestro and V Pay debit cards from ING allow you to pay and withdraw money quickly and securely.
Here are some common situations with the ING Debit Card and how you can resolve them yourself.
"}},{"componentType":"highlight","richBody":{"value":"Tip: ensure that you allow push notifications from the ING App (go to Service > Your app settings > Push notifications > Standard notifications active). If a payment with your debit card fails, we will in some cases send you a push notification explaining the reason and how you can resolve the issue.
"}},{"componentType":"sectionTitle","title":"Why a payment or withdrawal could have failed with your debit card"},{"componentType":"accordion","accordionList":[{"title":"Insufficient funds in your current account","richBody":{"value":"Make sure there’s enough money in your ING account linked to your debit card.
"}},{"title":"Debit card not activated yet","richBody":{"value":"Have you received a new debit card? Always activate it first. A debit card must be activated before it can be used if:
If you received a replacement card because your old one expired, you don’t need to activate it—it works immediately.
"}},{"title":"Contactless payment isn’t working","richBody":{"value":"There are several reasons why contactless payment might (temporarily) not work with your debit card:
If your card isn’t blocked but contactless still doesn’t work, you can continue to pay by inserting the card and entering your PIN. If you want to restore contactless functionality, you can request a replacement card.
"}},{"title":"PIN entered incorrectly 3 times","richBody":{"value":"If this happened at an ATM, deposit machine, or during contactless payment: you don’t need to do anything. The debit card will automatically be unblocked after 24 hours.
If this happened at a payment terminal in a store, for example: unblock the card by withdrawing cash or checking your balance at a Geldmaat ATM, using the correct PIN of course.
"}},{"title":"My debit card doesn’t work abroad","richBody":{"value":"Your ING Debit Card is accepted worldwide. There’s no separate setting anymore for use outside Europe. However, you might be in a country where the acceptance of your card’s payment brand is limited.
In most countries, you can pay with your debit card if it has the V PAY or Maestro logo. Acceptance may vary by country. For example, Maestro may not be accepted in some countries, while V PAY is—or vice versa. Check this page to see which countries accept your card and use the ATM locator from Visa (V PAY) or Mastercard (Maestro) to find where you can withdraw money.
"}},{"title":"You blocked your debit card yourself","richBody":{"value":"Did you recently block your card due to loss and then find it again? Understandably, you might not unblock it right away. However, you cannot unblock your debit card at an ATM or payment terminal.
You can unblock your debit card in Mijn ING or in the Mobile Banking App via ‘Service’ → ‘Your Cards’
"}},{"title":"Your debit card or account may have been blocked by ING","richBody":{"value":"If ING detects unusual activity on your debit card or account, we may block it in some cases to prevent misuse. If this happens, you’ll receive a message in your inbox with more information.
This message also explains what you can do to lift the block. So always check your inbox if you suddenly can’t make payments.
Visit our general page for more information—here you’ll find everything about ING’s debit cards.
"},"alignedImage":{"position":"bottom","transformBaseUrl":"https://assets.ing.com/transform/d42d0109-3d62-4009-80b8-a9d09515f24d/168959-MASTERCARD_ING-BC_UEFA_BANNER_500x200_2","original":"https://assets.ing.com/m/7111841138ed2bee/original/168959-MASTERCARD_ING-BC_UEFA_BANNER_500x200_2.jpg","extension":"jpg"}},{"componentType":"sectionTitle","title":"The ING credit card"},{"componentType":"paragraph","richBody":{"value":"A credit card is a great addition to your debit card and can also be used for online payments. You don’t need to have money in your account at the time of payment, and your purchases are insured for 365 days with our Purchase Insurance. A credit card is ideal for payments abroad, such as renting or reserving a car or hotel room. The amount is reserved on your credit card, so you don’t need to pay it upfront.
Tried to Make a Payment With Your Credit Card and It Failed? Here are some possible reasons that might apply to your situation.
"}},{"componentType":"sectionTitle","title":"Why a payment or withdrawal with your credit card might fail"},{"componentType":"accordion","accordionList":[{"title":"Insufficient account balance","richBody":{"value":"A credit card payment can’t be approved if your spending limit is too low. This also applies to recurring payments or subscriptions linked to your credit card.
You can easily increase your spending limit by depositing funds via the ING App or Mijn ING, or by requesting a limit increase.
If you enter your PIN incorrectly three times, your credit card will be temporarily blocked and you won’t be able to make PIN or online payments until it’s unblocked.
You can unblock your credit card easily via the ING App or Mijn ING. Once unblocked, your card is immediately active again and ready for use.
When making an online purchase—like booking flights—you’ll need to enter the details shown on your credit card. Double-check that you’ve entered the card number, expiry date, and CVC code correctly.
Also, make sure you’re using the correct card. If you’ve received a replacement card (e.g., because the old one expired) don’t keep the old card to avoid accidentally using it or worse, bring the old card with you on your holiday destination.
"}},{"title":"Credit card not activated yet","richBody":{"value":"To use a credit card, it must first be activated. You can do this easily via the ING App or Mijn ING.
"}},{"title":"Push notifications are off or you did not respond in time","richBody":{"value":"
For some online payments, you’ll need to complete an extra step—such as confirming the payment via the ING App or ING scanner. This extra check makes online payments with your credit card more secure.
You can approve the transaction via the ING App, but sometimes the prompt doesn’t appear. Check in the ING App if push notifications are enabled:
Go to ‘Service → Your App Settings’ and turn on push notifications.
Good to Know
After receiving the payment approval request, you have three minutes to approve or reject it. If it takes too long to confirm, you’ll need to repeat the payment online.
"}}]},{"componentType":"paragraph","title":"Want to know more about ING credit cards?","richBody":{"value":"Don’t have a credit card yet or looking for more information? Visit our general page about ING credit cards, such as the Creditcard or Platinumcard.
"},"alignedImage":{"position":"bottom","transformBaseUrl":"https://assets.ing.com/transform/4033d294-a9d3-4c0f-9779-d9e31e936dc1/SCENIC-VIEW-OF-SNOWCAPPED-MOUNTAIN-AGAINST-SKY","original":"https://assets.ing.com/m/7dc3d69d3743399c/original/SCENIC-VIEW-OF-SNOWCAPPED-MOUNTAIN-AGAINST-SKY.jpg","extension":"jpg"}},{"componentType":"sectionTitle","title":"Mobile payments with Apple, Android™, and Garmin"},{"componentType":"paragraph","richBody":{"value":"Easily add your debit card or credit card to your device’s wallet to make payments using your smartphone, smartwatch, or tablet—with the convenience of a digital card.
Instructions for setting this up can be found on our website, whether you're using Apple, Android, or Garmin devices.
A payment from your wallet might be declined, for example:
Just like with a physical ING debit card, your mobile payment card must be linked to an account with sufficient funds.
There may be several reasons why adding a mobile card to your wallet fails—for example, if your ING App hasn’t been updated to the latest version, or if your device type is no longer supported.
How to create a mobile payment card depends on the type of wallet (Apple, Android™, or Garmin) you want to add it to. On our website, we explain how to add it for each wallet, along with additional information.
"}},{"componentType":"accordion"},{"componentType":"sectionTitle","title":"Transferring money via the ING App or Mijn ING"},{"componentType":"paragraph","richBody":{"value":"You can manage all your banking through the ING App or Mijn ING. Transfers from your checking or savings account are processed immediately after confirmation.
However, there may be situations where a transfer cannot be processed, and the reason isn’t always obvious.
To help you, we’ve listed some common scenarios below that you might recognize.
"}},{"componentType":"sectionTitle","title":"Why a transfer might fail"},{"componentType":"accordion","accordionList":[{"title":"Insufficient available balance","richBody":{"value":"To make a transfer, your account must have enough funds. If the payment fails due to insufficient balance, it will be declined. You’ll find the failed transaction under ‘Transactions → Transfers’. Once your balance is sufficient again—e.g., by transferring funds from your savings account—you can resume the payment.
You can easily resend the transaction from your send list under ‘Transfers’ in the ING App or Mijn ING.
"}},{"title":"Daily transfer limit too low","richBody":{"value":"By default, you can transfer up to €2,000 per day via the ING App or Mijn ING. If you want to transfer more than your current daily limit, you’ll need to increase it first. This can be done easily via the ING App or Mijn ING.
Good to know
On our page, we explain how to set your daily limit and what to keep in mind.
"}},{"title":"My increased limit only takes effect after 4 hours—can it be faster?","richBody":{"value":"Unfortunately, no. Not even via customer service or an ING branch. This waiting period is designed to make it harder for scammers to quickly withdraw large amounts from your account. We understand that waiting 4 hours can be inconvenient, but it’s an important security measure. Read more here about why there’s a 4-hour delay when increasing your daily limit.
Good to know
Lowering your daily limit takes effect immediately—no waiting period.
Once the payment has been debited from your account, it’s considered a successful transaction and cannot be reversed. A transfer—such as via iDeal—is a completed transaction and cannot be canceled.
To cancel the order, you’ll need to contact the webshop. A cooling-off period always applies. Check here which rules apply. If the webshop cannot link the payment to an order, the amount is often automatically refunded within a few days.
Made a mistaken payment—e.g., to someone you don’t know or suspect online fraud?
Read here what you can do to try to recover the money, depending on the situation.
"}}]},{"componentType":"paragraph","title":"Need help?","richBody":{"value":"Contact us via Chat—you can reach us directly through the ING App. It’s safe and fast. Our staff are ready to help you. You’ll find us at the bottom right under Service. You can ask your question directly to our virtual assistant Ida.
Not getting the help you need from Ida? No worries—she’ll connect you to a staff member. That way, we always help you quickly and securely.
"}},{"componentType":"cta","textLink":{"url":"https://mijn.ing.nl/banking/mobile/service?dialog=service-contacts-chat","text":"Start a chat"}}]},"complementaryZone":{"flexComponents":[{"componentType":"linkList","linkListCTA":{"textLink":{"url":"https://mijn.ing.nl/banking/overview","text":"Sign in"},"icon":{"transformBaseUrl":"https://assets.ing.com/transform/f4f70ddc-8d85-49ec-85d5-cc5bc33fce63/stacked-icon","type":"image","width":20,"altTextEN":"\"\"","altTextNL":"\"\"","original":"https://assets.ing.com/m/29bbb73ad8e02c0b/original/stacked-icon.svg","extension":"svg"}},"iconTitle":{"title":"Online self-service"},"textLinks":[{"url":"/en/personal/payments/debit-cards/activate-debit-card","text":"Activate debit card"},{"url":"/en/personal/payments/creditcards/activate-credit-card","text":"Activate credit card"},{"url":"/particulier/betalen/passen/verlies-of-diefstal","text":"Loss or theft"},{"url":"/particulier/betalen/passen/verlies-of-diefstal","text":"Block debit card"},{"url":"/en/personal/payments/direct-debit/request-refund-unauthorised-direct-debit","text":"Reverse transaction"},{"url":"/en/personal/payments/money-transfers/insight-into-your-limits","text":"Change card limit"},{"url":"https://mijn.ing.nl/banking/debit-card/overview","text":"Request PIN"},{"url":"/particulier/betalen/overstappen-naar-ing","text":"Switch to ING"},{"url":"/particulier/lenen/onze-leningen/rood-staan","text":"Request overdraft"}]}]}}}