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Wholesale Banking

Temporary account locks and login issues with iOS App for Commercial Cards

Following an app update for iPhone, many iOS app users were prompted to log in with their username and password to get access again. This resulted in cases where expired credentials or an incorrect (combination of) username and/or password was used, which resulted in an account lock for some cardholders.

How to solve it?

When you try to log in to the app but cannot do so, the advice is to reset your password through the self-service password reset. Either via the ING Commercial Card portal or app:

  • Open the app and press the “Forgot password” button on the login screen.

  • This button will open a new page; select again "Forgotten your password.".

  • The following page will open:

  • Enter the correct username and email address to receive a password reset link via email (note: username and email address often are the same but aren’t necessarily in all cases). If you do not receive this reset link in the email address provided, then either the (combination of) username and/or email address is not correct, or you might be facing a permanent/admin account lock.
  • Unlocking permanent or admin-locked accounts requires assistance from either the ING help desk (+31 104289581) or your Program Administrator.

If you do not remember your username, you can refer to the email you received when your account was created. Often the username is the same as the company email address.

For Program Administrators

The above steps can also be followed by the Program Administrators, if you (as a Program Administrator) are not able to log in yourself.

If the issue is still not resolved and/or when the situation is most urgent, you as the Program Administrator might be able to support your cardholder via the Commercial Card portal for PAs as follows:

  • As the Program Administrator (PA), you can look up the correct username and email address of any user in your card program. Confirming these details to impacted cardholders will assure them they are using the correct combination thereof when resetting their password themselves.
  • Additionally, a Program Administrator can see if accounts are locked (permanently or temporarily) and unlock cardholders’ accounts when these shouldn’t be locked.
  • When login issues are still experienced, then it's advised to also reset the cardholders’ 2 Factor Authentication and remove any registered mobile devices via the PA portal.

All of the above support can also be provided via the ING help desk (+31 104289581). If providing this support yourself is not feasible, or when the situation is still not resolved for your cardholders, even after following the steps provided, then please refer your cardholders to contact the ING help desk (+31 104289581).

We are aware that waiting times at our Customer Services are longer than usual. If prompted for an option, you can choose for a callback.