FAQ online payment confirmation Mastercard ID Check

When purchasing online with your credit card, we check whether the payment you make is actually made by you. ING uses the Mastercard ID Check and payment confirmation in the ING Commercial Card App. This check makes paying online with your credit card even more secure.

Please Opens in a new tabwatch this video to learn how to activate the ING Commercial Card App.

You can also see the Opens a pdfmanual for a step-by-step explanation on downloading and installing the ING Commercial Card App.

When making an online payment with your credit card, make sure to complete below steps within five minutes. The purchase process will then proceed as usual.

When you have activated the ING Commercial Card App, you can confirm your online payments. How does that work?

1. Confirm your purchase in the online shop
2. Open the ING Commercial Card App or click on the verification push notification on your smartphone or tablet
3. Login to the app
4. Check the payment on your smartphone or tablet
5. Confirm your payment with facial recognition, fingerprint, pin code of the app or with your password

After confirming your request in the app, make sure to click the "Continue" button in the Secure Checkout popup in the online shop if requested.

No, although this will be required for more and more online purchases.

The ING Banking app is a different app than the ING Commercial Card App. You need the ING Commercial Card App to complete your online purchases for ING commercial credit cards. The functionalities of the ING commercial card cannot be integrated into the regular ING Mobile Banking app.

Multiple cards belonging to the same card program are visible in the ING Commercial Card App. Payment confirmation is done based on the selected card.

Multiple cards under different card programs are only visible by switching cards in the ING Commercial Card App. You have received separate login details for the app for each card. You log in with the login details of the card from which you want to confirm the online transaction.

Do you have multiple cards under different card programs and do you want to change cards in the app? These are the steps:

1. Login to the ING Commercial Card Portal with the card that is now in the ING Commercial Card App.
2. Go to the "menu" at the top right and choose "Personalization", then "Two-factor authentication" and then "Reset" on the right of the screen.
3. Remove the ING Commercial Card App from your smartphone or tablet.
4. Reinstall the ING Commercial Card App, this time with the login details of the other card.

To avoid having to reinstall the ING Commercial Card App per card for payment confirmation of online purchases, we recommend that you check whether it is necessary to have multiple ING commercial cards. If it is desirable to have several ING commercial cards, we recommend that you use the same card as much as possible for online purchases.

If you have the option of multiple devices, an alternative is to use a different card in the app per phone.

• You can offer the payment again in the webshop and complete the verification in the ING Commercial Card App within five minutes.
• You can contact the online shop to find out why the payment is not successful. And try again if the online shop advises this.
• You can select a different payment method.

An exception is made under European legislation for these so-called recurring transactions. This means that payment confirmation via the Mastercard ID Check is only necessary in the following situations:

• One-time when entering into an agreement for a recurring payment
• Once when changing the amount, frequency or details of the beneficiary

So for recurring payments on existing subscriptions and licenses no Mastercard ID Check is necessary. Note: It is the responsibility of the online shop or the subscription supplier to submit the transaction in accordance with the legal guidelines. If the online shop does not do this correctly, it may be that confirmation is asked every time or that your transaction is rejected. The online shop must correct this itself.

For ING Central Travel Solution and ING Purchase Control confirming online payments is not applicable.

You can change your (registered) mobile phone number via your programme administrator.

Please read more about changing your phone number.

European legislation (PSD2) states that for online transactions with your commercial card, a two-factor authentication (2FA) is mandatory. For many online payments, you need the ING Commercial Card App as a second factor, in addition to the data you regularly entered online, to confirm that you are really the cardholder of the transaction.

Because a second factor has been added to confirm your identity, the purchase is safer than before. Preventing online abuse.

Terms such as SCA or Strong Customer Authentication are synonymous with identity checks. For a cardholder who makes a purchase online, it will be recognized by the name "Mastercard ID Check".

When paying for the online purchase, a pop up screen will appear which mentions both the Mastercard ID Check and your ING card details, it looks like either one of the below two versions:

When confirming the request successfully in the app, it looks like this:

NB: Do not forget to click on "Continue" in the Mastercard ID Check - Secure Checkout pop-up in the online shop to complete your payment if requested.

If the verification was successful, you will see a blue pop-up in the ING Commercial Card App with the confirmation that the approval was successful. If the request has been rejected, you will not always see this in the app, but the online shop will show that the payment was not successful.

The online shop page always indicates whether the payment was successful or not. This information is leading.

The payment can be declined for several reasons for the regular rejection reasons, such as a blockage, arrears, or insufficient spending limit.

If the online shop, where you make the online purchase, does not yet use this mandatory extra security step, we cannot verify your transaction. The transaction can therefore also be declined.

The payment can be rejected for several reasons in addition to the regular rejection reasons, such as a block, arrears, or insufficient spending limit.

If you do not receive a pop-up screen from the Mastercard ID Check, it may be that the online shop is not yet using this mandatory extra security step. We will then not be able to verify your transaction and it will be rejected. The regular rejection reasons can also apply here.

If you do get the pop-up screen, you may have waited more than five minutes to make the confirmation in the ING Commercial Card App. Then offer the payment again in the online shop. If you have confirmed it within five minutes, the regular rejection reasons may apply.

Requests expire if you do not confirm the purchase within 5 minutes. In the ING Commercial Card App, however, the request seems to be still active, this will be adjusted with a subsequent release. You can delete the expired request by approving or rejecting it. When you do this after 5 minutes, this has no effect anymore on the purchase. In the online shop it will be visible that the payment was not successful, but the reason is not given. If a transaction fails, go back to the online payment environment and submit your transaction again. Confirm the purchase in the ING Commercial Card App within 5 minutes.

In the context of the new legislation, we have opted for a more secure authentication method via the ING Commercial Card App.

For purchases made via Paypal, or any other wallet, the manner in which the transaction is submitted by the online shop is leading. In principle, the Mastercard ID Check is necessary, but if an exception is used as described in the PSD2 guideline, the transaction can be processed without this check.

The timelines for this obligation from the EU differ per country in Europe. Perhaps this check is not yet mandatory in the country where the order is placed.

If the online shop, where you make the online purchase, does not yet use this mandatory additional security step, we cannot verify your transaction. The transaction can therefore be declined.

The payment can be rejected for several reasons in addition to the regular rejection reasons, such as a block, arrears, or insufficient spending limit.

Please contact your program administrator. The program administrator can unlock your user account in the ING Commercial Card Portal.

These are the steps for the program manager in the portal:

1. Go to "Administration/Overview/Administration Overview"
2. Click on “Employees”
3. Look for the correct cardholder
4. Unblock the cardholder by clicking the red icon on the right:

The cardholder is unblocked and enabled. 

After receiving your ING commercial card, you also received an e-mail with username and password. With this you can log in to the app. Have you lost this information? Enter your business e-mail address as username and click on "forgot password" to request a new one in the ING Commercial Card Portal.

The card has probably been temporarily and possibly preventively blocked. Have you already been in contact to unblock the card? The ING Commercial Card App shows unblocking a day later. Your card was released the same day and you will probably be able to pay online with your card unless you need to confirm. Online confirmation will be possible again when the card is visible in the ING Commercial Card App.

Do you have a new phone and do you want to transfer the ING Commercial Card App? These are the steps to take before using the new phone: 

1. Login to the ING Commercial Card Portal.
2. Go to the "Menu" at the top right and select "Personal settings"/"Two-Factor Authentication" and then "Reset" on the right side of the screen. 
3. Delete the ING Commercial Card App on your old mobile.
4. Reinstall the ING Commercial Card App on your new phone.

This is right. In the various App stores, ING is the publisher for iOS and Fraedom for the Android version of the ING Commercial Card App.

ING always supports the latest Android version and the 2 versions before that. Android version in this example: Android 11.0 as of January 2021. Support applies to version 9.0 and higher, as the full version before.
ING always supports the latest iOS version and the full version before that. iOS version in this example: 14.3 as of January 2021. Support applies to the version of 13.0 and higher, as the full version before.