How you can protect yourself
There are plenty of ways that you can better protect your banking security to add to the security measures that we already take for you.
Keeping yourself protected online can be easy. Remember the security tips below:
- Ensure your mobile phone requires a PIN or password or biometric log-in, such as facial recognition or fingerprint.
- Make sure the PIN or passcode of your phone is not the same as your Mobile Banking Passcode.
- Don't disclose your Access Code or Security Code or Passcode to anyone.
- If you use facial recognition or fingerprint to log in, do not give others access to your device via their biometrics.
- Avoid using public WiFi that you do not trust.
- Never leave your mobile phone unattended while logged onto mobile banking - you should logout of your mobile banking session as soon as you have finished.
Keep your mobile software updated
Mobile operating systems are complex and vendors regularly release patches to fix security weaknesses. You should regularly check and update your mobile software by running the update software functions provided.
Protect your identity
Be aware of phishing emails
Phishing is when hackers attempt to fraudulently obtain your personal details, such as mobile banking login details, passwords and other personal information by claiming to be from a trustworthy source via text messages, email communications or instant messages.
These messages look like they came from your bank but clicking on the link may take you to a fake website or install malicious software onto your device.
If you wish to report a suspicious ING email please forward the email to us (as an attachment where possible) at email@example.com. If you are unsure about an email you have received, you may also contact us via the Chat function in the ING Mobile Application, available 24 hours, everyday.
To help protect yourself against phishing, follow these guidelines:
- Don't click on links or attachments in emails that you were not expecting.
- Delete emails from unknown or suspicious sources, and if it is a suspicious ING email, kindly follow the process above regarding reporting suspicious emails.
- Never provide login details in response to an email. ING will never send you an email asking for your login details.
To avoid being a victim of a phishing scam or hoax websites, look for the following:
- Treat emails (and other electronic communications) that ask for personal or financial information with caution. Most financial institutions will not send you an email asking you to provide this type of information.
- Be vigilant and check your transaction history for suspicious transactions. To ensure you receive ING emails, add the asia.ing.com email domain to your safe senders list.
Social networking websites
Be careful about the amount of information you disclose about yourself on social networking websites such as, Facebook, Twitter, LinkedIn and Instagram. Criminals may access these sites to gather information in order to steal your identity and gain access to your bank accounts.
Shred unwanted papers
Regularly shred unwanted papers before disposing of them, especially papers containing personal details like name, address, phone number and date of birth. Examples include bank statements, bills and receipts.
Protect your personal information when shopping online by following these steps:
- Shop at secure websites and ensure you are on the correct website by checking the address.
- Read the website's privacy and security policies.
- Provide only necessary information about yourself.
- Save all transaction details.
- Keep your password private.
- Beware of any deal that looks too good to be true, as it could be a scam.
Secure mobile banking
Protect your access code
- Choose a Passcode that is difficult to guess.
- Don’t select a Passcode that consists of repeated, ascending or descending numbers, or numbers that are associated with your birth date, Account Number or an alphabetic code which is a recognizable part of your name.
- Don’t share your Passcode with anyone else, make sure you change your Passcode if you think someone else may know it.
- Do not record your Passcode on paper.
- Change your Passcode regularly.
- Do not provide personal or other contact details to unknown persons.
- Do not open unsolicited links or attachments because these may contain malicious content.
Avoid aggregation sites
Don't provide your Access Code to another website for the purposes of account aggregation.
Keep ING updated with your details
It is important that we have accurate contact details of you at all times, in the event we need to contact you. You can update your contact details in the mobile App.
Check your transaction history
Regularly check your transaction history for all your transactions and be on the lookout for unauthorized transactions. Let us know immediately if you detect any unauthorized transactions.
Have you discovered any vulnerabilities in our App? Please help by reporting these vulnerabilities to us by following the process detailed at this link (https://www.ing.com/ING.com-Security.htm#reporting_vulnerabilities), so that we can improve the safety and reliability of our systems together.
General banking security
Be aware of phone scams where criminals pretend to be calling from your bank. When receiving phone calls, be naturally suspicious and contact us via chat if you are not comfortable.
On occasion, ING may need to call you to discuss your account or to answer a question from you. As part of the call, we may need to verify that we are speaking to the correct customer by asking you some random security questions.
Remember that we will never call you to ask you for your Passcode, Account Number or other kinds of codes.
How we protect you
ING takes the security of your information and money very seriously. We use technological, organizational, and physical security measures to ensure a high level of protection for your information and money.
Knowing mobile banking is safe is not just a nice-to-have. It is a must-have. Thankfully, as an ING customer, your information and money are protected with industry standard security technology and practices. We continually monitor trends and work with industry experts and authorities to ensure that we provide a high level of protection.
For your account protection, after three failed login attempts, your access to mobile banking will be suspended. To unlock your account, you'll need to follow the account recovery process.
Security Codes provide you with an additional level of protection. When banking online your existing Account Number and Passcode already provide you with security. But because you cannot be too safe when it comes to your information and money, to enable you to complete your registration to the ING Mobile Application, we will send you a One Time Pin (OTP) as part of the process.
These are once-only codes sent to your mobile phone. Once received, you need to enter the OTP within 5 minutes of receiving it. Expiring after 5 minutes, they help to ensure it is you (rather than a potential fraudster) who is performing the registration.
Please contact us immediately if:
- you receive an SMS Security Code or OTP sent from ING and don’t know why;
- the details of the SMS we send you are different from what appears on your screen;
- you receive a request for your Account Number and/or Passcode via SMS. ING will never request that you provide your Account Number and/or Passcode via SMS. We will also never ask you to reply to an SMS Security Code text message.
ING apply daily transaction limits on some transactions in order to protect your account. Refer to the Terms & Conditions for the full details.
ING operates a number of specialized industry standard systems designed to help us to detect fraudulent transactions performed on your account. In analyzing and investigating alerts, we may need to contact you to verify activity on your account.
To help us contact you quickly, please ensure that your contact phone numbers registered with ING are current at all times. Please ensure to activate global roaming on your mobile phone if you are travelling overseas.
Communication to customers
We will communicate to you when we become aware of new threats to mobile banking by updating this Security Tips page. If you have any concerns about the security of online banking, please contact us.