Mobile frequently asked questions
Mobile phone ownership continues to grow, as does the demand to be able to access information whilst on the move. At ING Direct we are committed to making things simple and straightforward for you, whilst offering secure, online banking. We know that a number of you are already accessing our desktop website site via a mobile handset, so we want to ensure that we give you the best experience possible when you do visit us on your mobile handset.
With this in mind we have developed the ING Direct mobile site. It has been designed to be simple and intuitive to use, whilst offering some of our most commonly used services in a mobile friendly way.
We’ve listened to your feedback and designed the mobile site so that it should be familiar to you, as it is based on our desktop service. We hope you find the ING Direct mobile site useful and easy to use.
How do I access the ING Direct Mobile site?
Using your internet browser on your smartphone, simply type in ingdirect.co.uk and you will automatically be taken straight to the ING Direct mobile site.
When you arrive at the ING Direct mobile site, you will be presented with our mobile home page.
If you are already a savings customer you can log in to your account from here and you can also see what’s available to you from our savings and mortgage product range.
If you are not already a savings customer, you can find out more about our savings and mortgages product range.
What services are available on the ING Direct mobile site?
If you are not already a savings customer, you will be able to find out more about our savings and mortgage products, special offers we have available, and our contact details should you need to get in touch with us.
If you are already a savings customer, you will be able to find some of the key features of your savings account and some new features too:
- Accounts Summary
- including account activity, pending transactions and regular saver options - Move your money
-a simple way to move your money - Manage your SMS alerts
- you can set up a monthly balance alert on a selected date of the month and set savings balance alerts when your savings balance falls below or exceeds the level you have set - Open a subsequent ING Direct Savings Account
- in 2 simple steps
Some of the ING Direct internet banking services are only accessible via our desktop website ingdirect.co.uk and by logging into your account.
How do I log in to my account?
ING Direct is:
Simply press the ‘customer login’ button(s) shown below from the mobile home page:
This will take you to our customer login page, step 1 of our secure mobile site.
Enter your customer number and surname and you will be directed to step 2 of our secure mobile site.
You should already be familiar with this page from our desktop website. Using our secure, randomised PIN pad, you will need to enter your partial PIN and memorable date. For added security and peace of mind, you will also be shown your last log in time and date.
Once you have securely logged in you, you will be presented with our welcome page, where you can simply navigate to the section you require.
Is the ING Direct mobile site secure?
When you use the ING Direct mobile site, you can do so with confidence, knowing that ING Direct uses the most up-to-date encryption and cutting edge security features available.
All information you share with us is held in the strictest confidence. You are the only one who can access your account or verify a transaction, using your customer number, your partial PIN and memorable date. When you make a withdrawal, your money can be transferred only to your linked bank/current account.
For further information, please visit our mobile security section here
You should ensure you log off after your session, and for additional security the site will ‘time out’ after 15 minutes of inactivity.
What do I do if I lose my mobile phone?
You will need to report this to your mobile phone operator immediately, so they can take the appropriate action. If your phone number stays the same you won’t need to let us know. If you do get a new number, you will need to register this by logging into your account online via our desktop site ingdirect.co.ukand then going to the ‘manage my details’ section of the site. No one else will be able to use your phone to access your mobile banking information, as long as your customer number, unique PIN and memorable date remain secure.
What should I do if I want to amend or stop receiving SMS alerts that
I have set up?
You can update your SMS alerts or stop them via the following channels:
Mobile site - simply go to the section ‘Manage my SMS alerts’ and either make a new selection or remove the selection to stop the SMS alerts completely.
Desktop website - simply log in to your account, go to ‘Manage my account’ and then click on the ‘Manage my SMS alerts’ section. Either make a new selection or remove the selection to stop the SMS alerts completely.
Phone - contacting our call centre on 0845 603 8888 (landline) or 0345 650 8883 (mobile)
What should I do if I want to temporarily stop receiving SMS alerts I
have set up?
Contact customer services on 0845 603 8888 (landline) or 0345 650 8883 (mobile) and they will action this for you. You can specify an end date, or simply stop the alerts until you are ready to receive them again.
What if I change my mobile number?
You will need to let us know, by either:
- Logging into your account online via our desktop site ingdirect.co.uk and updating your mobile phone number, under the ‘manage my details’ section of the site
- Contacting our call centre on 0845 603 8888 (landline) or 0345 650 8883 (mobile)
Do I get charged for using the ING Direct mobile site?
ING Direct does not charge you to access the ING Direct mobile site, or for receiving text messages, but standard network charges may apply, which you will need to check with your mobile operator. You maybe charged considerably more for services outside of the UK.
If you need to contact us, we use 0345 numbers (also known as national rate numbers) within the mobile site, which are usually included as part of a call plan from your mobile service provider. If included as part of your calling plan you will not be charged for this call. If this is not included as part of your calling plan you will be charged dependent on your mobile operator.
The cost of call to 0845 numbers varies. Please check the rate with your mobile operator.
Can I use the ING Direct mobile site if I have a joint account?
Yes, however, for security reasons you will have to access the mobile site separately, using your own customer numbers, PINs and memorable dates.
What if I log in incorrectly via my mobile and block the service?
If you do enter incorrect log in details and you are unable to log in using the mobile site then please contact customer services on 0845 603 8888 (landline) or 0345 650 8883 (mobile) for your PIN to be re-issued.
Our lines are open Monday – Friday 8am - 10pm, Saturday – Sunday and bank holidays 9am -9pm