What is a SWIFT?

To get funds deposited into your ING Orange Everyday, Savings Maximiser from an international bank using SWIFT, you'll need to provide the following:
 
 SWIFT code: INGBAU2S
 Currency: $AUD
 BSB: 923-100
 Bank Name: ING
 Beneficiary Account Number: this is your account number (Orange Everyday, Savings Maximiser and Home Loan accounts only)
 Beneficiary FULL Account Name: this is your name (FULL first and FULL surname of all account holders)
 Beneficiary Residential or Mailing Address as held with ING.
 Sender’s FULL name - (FULL first and FULL surname of all account holders)
 Sender’s Residential or Mailing address
 Branch Address: Sydney or 60 Margaret Street, Sydney, NSW, 2000
 If the bank asks for the 'Clearing code', this is equivalent to the BSB (923-100).
 
 Depending on intermediary banks, weekends and time zones, please allow 2-5 days for funds to reach your ING account.


How do I get the highest Savings Maximiser variable rate?

To be eligible for our highest variable rate on your nominated Savings Maximiser you will need to hold an Orange Everyday bank account and complete the following each month:
 
 * Deposit $1,000+ from an external bank account to any personal ING account in your name (excluding Living Super and Orange One)
 * make 5+ card purchases that are settled (and not at a 'pending status') each month (excluding ATM withdrawals, balance enquiries, cash advances, BPAY transactions, Direct Debits using an account number, EFTPOS cash out only transactions and any transaction that does not use a card number)
 * Grow your balance of the nominated Savings Maximiser in the same calendar month. This just means that the balance must be higher at the end of the month (not including interest) than it was at the end of the previous month.
 
 The rate is applied in the calendar month after you’ve met the eligibility criteria, and is available on one nominated Savings Maximiser account only for balances up to $100,000.


Do I need to inform you I am travelling overseas?

Letting us know about your international travel helps us monitor your card for suspicious activity and may help prevent any unnecessary blocks on overseas transactions. 
 You can do this in the new ING App: 
  
 1.Log in to your ING App and tap More     
 2.Select Manage accounts > Travelling overseas
 3.Select your departure date, your return date, and your travel destinations > tap Continue 
 4.Review your details before your hit Continue again. 
  
 Note: The travel alert is active for a maximum of 30 days from the day you submit it (not the departure date). It’s a good idea to set this up just before you leave if you’re going for an extended stay. If you’re still overseas 30 days from submitting a travel alert, remember to submit a new one in the ING App to cover the next 30 days. 


How do I certify a document?

The certifier must sight the original document and a copy of the document and include the following information on the copy:
 
 “I hereby certify these pages to be a true copy of the original document” (or similar wording noting that some certifiers use stamps with standard wording)
 Date of the certification: dd/ mm/yyyy
 Full name of the certifier
 Signature of certifier
 Qualification or capacity of the certifier: (i.e. JP, Solicitor, etc.)
 Registration Number: (if applicable)
 Important things to note about the documents we require
 The identification documents used to verify information such as your name cannot be expired with the exception of an Australian Passport which can be expired within the previous 2 years.
 Utility bills used to provide address verification must be issued within the last 6 months.
 ATO documents used must be issued within the previous 12 months.
 The image(s) must be clear enough to discern the details and a colour copy is preferable.
 Multiple ID documents photocopied on one page: every document should be certified separately 
 Document with multiple pages: the certifier must write or stamp “I certify this and the following [number of pages] pages to be a true copy of the original as sighted by me” on the first page and initial all other pages OR certify every page separately. 
 Where can I find an authorised document certifier?
 An acceptable certifier is anyone outlined below. The acceptable certifier is to be an independent and impartial witness or certifier of documents. Conflict of interest should be avoided, whether it is an ‘actual’ conflict or ‘perceived’. Examples include and not limited to family members (e.g. immediate members, relative, de-facto), associated parties (e.g. Director of one company certifying another Director from the same company). Where there is ‘actual’ or ‘perceived’ conflict the document is to be rejected. The following people and occupations are authorised to provide a statutory declaration and certify documents:
 
 The following lists acceptable certifiers who must be a person who, under a law in force in a State or Territory, is currently licensed or registered to practise in an occupation listed in Part 1 of Schedule 2 of the Statutory Declarations Regulations 2018:
 
 Architect
  Chiropractor
 Dentist
 Financial adviser or financial planner
 Legal practitioner
 Medical practitioner
 Midwife
 Migration agent registered under Division 3 of Part 3 of the Migration Act 1958
 Nurse
 Occupational therapist
 Optometrist
 Patent attorney
 Pharmacist
 Physiotherapist
 Psychologist
 Trade marks attorney
 Veterinary surgeon
 The following lists persons who are acceptable certifiers who are persons listed in Part 2 of Schedule 2 of the Statutory Declarations Regulations 2018:
 
 1.    Accountant who is:
 
 a.    a fellow of the National Tax Accountants' Association; or
 b.    a member of any of the following:
 
 i.    Chartered Accountants Australia and New Zealand;
 ii.    the Association of Taxation and Management Accountants;
 iii.    CPA Australia;
 iv.    the Institute of Public Accountants
 
 2.    Agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public
 3.    APS employee engaged on an ongoing basis with 2 or more years of continuous service who is not specified in another item of this Part
 4.    Australian Consular Officer or Australian Diplomatic Officer (within the meaning of the Consular Fees Act 1955)
 5.    Bailiff
 6.    Bank officer with 2 or more continuous years of service
 7.    Building society officer with 2 or more years of continuous service
 8.    Chief executive officer of a Commonwealth court
 9.    Clerk of a court
 10.    Commissioner for Affidavits
 11.    Commissioner for Declarations
 12.    Credit union officer with 2 or more years of continuous service
 13.    Employee of a Commonwealth authority engaged on a permanent basis with 2 or more years of continuous service who is not specified in another item in this Part
 14.    Employee of the Australian Trade and Investment Commission who is:
 
 a.    in a country or place outside Australia; and
 b.    authorised under paragraph 3(d) of the Consular Fees Act 1955 ; and
 c.    exercising the employee's function at that place
 
 15.    Employee of the Commonwealth who is:
 
 a.    at a place outside Australia; and
 b.    authorised under paragraph 3(c) of the Consular Fees Act 1955 ; and
 c.    exercising the employee's function at that place
 
 16.    Engineer who is:
 
 a.    a member of Engineers Australia, other than at the grade of student; or
 b.    a Registered Professional Engineer of Professionals Australia; or
 c.    registered as an engineer under a law of the Commonwealth, a State or Territory; or
 d.    registered on the National Engineering Register by Engineers Australia
 
 17.    Finance company officer with 2 or more years of continuous service
 18.    Holder of a statutory office not specified in another item of this Part
 19.    Judge
 20.    Justice of the Peace
 21.    Magistrate
 22.    Marriage celebrant registered under Subdivision C of Division 1 of Part IV of the Marriage Act 1961
 23.    Master of a court
 24.    Member of the Australian Defence Force who is:
 
 a.    an officer; or
 b.    a non-commissioned officer within the meaning of the Defence Force Discipline Act 1982 with 2 or more years of continuous service; or
 c.    a warrant officer within the meaning of that Act
 
 25.    Member of the Australasian Institute of Mining and Metallurgy
 26.    Member of the Governance Institute of Australia Ltd
 27.    Member of:
 
 a.    the Parliament of the Commonwealth; or
 b.    the Parliament of a State; or
 c.    a Territory legislature; or
 d.    a local government authority
 
 28.    Minister of religion registered under Subdivision A of Division 1 of Part IV of the Marriage Act 1961
 29.    Notary public, including a notary public (however described) exercising functions at a place outside:
 
 a.    the Commonwealth; and
 b.    the external Territories of the Commonwealth
 
 30.    Permanent employee of the Australian Postal Corporation with 2 or more years of continuous service who is employed in an office providing postal services to the public
 31.    Permanent employee of:
 
 a.    a State or Territory or a State or Territory authority; or
 b.    a local government authority;
 c.    with 2 or more years of continuous service, other than such an employee who is specified in another item of this Part
 
 32.    Person before whom a statutory declaration may be made under the law of the State or Territory in which the declaration is made
 33.    Police officer
 34.    Registrar, or Deputy Registrar, of a court
 35.    Senior executive employee of a Commonwealth authority
 36.    Senior executive employee of a State or Territory
 37.    SES employee of the Commonwealth
 38.    Sheriff
 39.    Sheriff's officer
 40.    Teacher employed on a permanent full-time or part-time basis at a school or tertiary education institution
 
 The following lists additional persons who are acceptable certifiers:
 
 A person who is enrolled on the roll of the Supreme Court of a State or Territory, or the High Court of Australia, as a legal practitioner (however described)
 An officer with, or authorised representative of, a holder of an Australian financial services licence, having 2 or more years of continuous service with one or more licensees
  An officer with, or a credit representative of, a holder of an Australian credit licence, having 2 or more years of continuous service with one or more licensees
 A person in a foreign* country who is authorised by law in that jurisdiction to administer oaths or affirmations or to authenticate documents
 - if a document is written in a language other than English, it must be accompanied by an English translation prepared by an accredited translator


How to transfer money internationally?

You are unable to move funds internationally directly from your ING accounts. If you wish to transfer money internationally, you will need to access a third-party service.


What exchange rate is used for transactions in a foreign currency?

Visa applies the wholesale exchange rate to any foreign currency transactions.
 
 For more information on Visa 'exchanges rates visit: https://www.visa.com.au/support/consumer/travel-support/exchange-rate-calculator.html
 
 Online:
 Visa set the exchange rate applicable at the time of your transaction.
 
 You can view exchange rates at: https://www.visa.com.au/travel-with-visa/exchange-rate-calculator.html
 
 Phone:
 VISA global customer assistance. Australia Phone number: 1800-450346, available 24 hours a day, 7 days a week.
 
 If the client is overseas, they can place a collect call through the local operator to +1 443 641 2004 for assistance

How can I view or update my personal details?

Tap "More > Your profile"

Tap "Edit"

You can update your personal residential, mailing address, phone numbers and email. 


Online

Log into online banking 

Go to "My Profile"

Select "My Contact Details"

You can update your personal residential, mailing address and email.


Changing your linked bank account

For Savings Maximiser, Savings Accelerator or Personal Term Deposit accounts:

Login to online banking

Go to "Manage Accounts"

Select "Linked bank account"

Follow the prompts to change details


For Business Optimiser, Business Term Deposit and Home Loan accounts:

Login to online banking

Select "My profile"

Select "Forms"

Print out the relevant document"


Want to change your PIN?

Orange Everyday account and Orange One

You can change the PIN on your Orange Everyday Debit Card via the ING app or online banking.


You can change the PIN on your Orange One Card via the ING app.


ING app

Login to your ING App and select Cards

Select the card from the list to view the settings

Select Change Card PIN

Follow the prompts to update your PIN

Confirmation will appear showing PIN change has been successful


Via Online banking

Select "Manage cards"

Select "Card settings & activation"

Select your Orange Everyday

Select "Change Card PIN" from the 'Task' dropdown

Select your new PIN

Click "Submit"

Confirm new PIN and click "Confirm PIN"

Request and confirm SMS code

Confirmation of PIN change screen will appear once completed successfully


Smart Home Loan Visa Credit Cards

To change the PIN on your Smart Home Loan Visa Credit Card, please call us and a Customer Care Specialist will organise for your PIN to be sent securely via post. We can't give your PIN to you over the phone for security reasons.


Visit our Contact Us page for the best ways and times to connect.


Overseas

If you're overseas and forget your PIN, please visit any financial institution that displays the Visa logo and present photo ID (e.g. your passport) to withdraw cash over the counter.


For more details, please visit our guide for how to change your PIN.



How can I change my Access Code?

This will be available in September

You can change your access code anytime via our app or online banking.


ING App


Log out of the ING App and click "Login" (Please note: if you have biometrics enabled, the option to reset your access code will only appear after a failed biometric attempt.)

Click "Reset access code", ensure you have the details required and click "Reset access code" again

Enter Client number and Date of birth, then click "Continue"

Enter the SMS security code

Enter new Access Code

Confirm new Access Code and click "Continue"


Online banking

Log into Online banking

Select "My profile"

Select "access code"

Enter your current access code

Enter your new access code

Confirm your new access code

Hit "Submit"



How do you calculate the interest on my Savings Maximiser?

Your interest is calculated daily on the closing balance and added to your account at the end of each month, so you earn interest on your interest. The formula we use is:
 
 Daily closing balance x interest rate (as a percentage) / 365
 
 Please note that differences in interest month to month, when no transactions have occurred on your account, is due to the number of days in each month i.e. March has 31 days and April has 30 days, therefore one day less interest is accrued.


What are the withdrawal limits on an Orange Everyday?

Please visit our Everyday Banking Fees and limits schedule for daily withdrawal limits.
 
 https://www.ing.com.au/pdf/Orange_Everyday_Fees_and_Limits_Schedule.pdf


How do I activate my new account?

To activate your account and start transacting, simply transfer funds to your new account by electronic transfer or cheque.
 
 Electronic transfer:
 
 Make a Pay Anyone transfer from your old bank account using our BSB (923 100) and your Orange Everyday Account Number. Or if you already have a Savings Maximiser you can make a transfer from this account to your new Orange Everyday.
 
 Cheque:
 
 Mail the cheque(s) to us (clearance takes 3 business days from the date we receive the cheque). Mail to ING, Reply Paid 2682 Sydney NSW 2001 (no stamp required). Please be aware we cannot accept a bank cheque to activate your new account.


How to change my Pay Anyone daily limit?

You can change your daily limit by following the steps below.


ING app:

Login to the app

Select the account you wish to change the limit on

Tap "Manage" > "Payment limit"

Select the new Payment limit > Save - then you're done!

Online banking:

Log into online banking

Choose "Manage Accounts" and then "Account limits"

Select the account you wish to change the limit on from the drop down menu 

Select the new Pay Anyone limit

Hit "Continue"

Confirm correct amount and submit.

You can visit our guide for further info.


What is Refer a Friend?

As part of the online application form, there is a section called "Promotional code" where you will be able to enter the code you have been given. This is found under the "Next steps" heading after you have entered your personal details.
 
 If the code isn't entered during the application we won't be able to match it with your application and you wouldn't receive the bonus.
 
 The email you received with the code also details the steps required in order to receive a bonus for yourself and your friends.


How do I close my account?

This feature is not yet available. (Available in September)


In some situations, single Savings Maximiser, single Savings Accelerator and eligible Orange Everyday accounts can be closed online or via the latest version of the ING app. Orange One accounts can also be closed in most situations through online banking only.


ING App:

Login to the app

Select the account you wish to close

Tap "Manage" > "Close this account""

Confirm that you would like to close your account.


Online Banking:

Log into Online Banking

Select "Manage accounts"

Choose to "Close account"

Select the account you want to close

Follow the prompts



Can I deposit more funds into my Personal or Business Term Deposit?

You cannot deposit additional funds into a Personal or Business Term Deposit during the term.
 
 However, you are able to add additional funds if you decide to roll over your Personal or Business Term Deposit for another term.
 
 You can nominate this additional amount in your maturity instructions and the amount will be transferred at maturity from your nominated linked bank account. To amend maturity instructions online:
 
 Log into Online Banking
 Select the relevant term deposit from the account list
 Select 'More account information'
 Click the Edit button next to Maturity Instructions heading
 Follow the steps to amend your instructions


What is a Client Number and an Account Number?

Your unique client number is a simple way of identifying yourself with ING. You can easily find your client number in the ING App by tapping More and selecting Your profile  
 
 Your account number is the unique number allocated to each account you hold with us. To see your account numbers in the ING App, select the account and tap on Manage 


Does ING have ATMs or ATM fees?

We don't have any ATMs. Not having branches or ATMs saves us money, that's why we don't charge you additional fees for using any of the ATMs in Australia. That's right, every bank, service station, corner store, pub and more - anywhere in Australia.
 
 Domestic and International ATM operators, however, may charge you fees to use their ATMs and if you’re using your ING card to withdraw cash from an ATM overseas then an ING international ATM withdrawal fee will also apply. However, each month that you are eligible, you can access rebates on:
 
 For Orange Everyday: The first 5 fee incurring ATM withdrawals (excludes International ATM operator fees)
 For Orange One:  Fees incurred for ATM withdrawals (excludes International ATM operator fees)
 ING rebate domestic ATM operator fees and ING International ATM withdrawal fees, we don't rebate International ATM operator fees, for both Orange Everyday and Orange One.  
 
 To qualify for these rebates in any month, you need to meet the following requirements in the previous calendar month: 
 
 Deposit $1,000+ from an external source (such as your pay) to any personal ING account in your name (excluding Living Super and Orange One) and also 
 Make 5+ card purchases that are settled (and not at a ‘pending’ status) each month using your ING debit or credit card (excluding ATM withdrawals, balance enquiries, cash advances, BPAY transactions, direct debits using an account number and eftpos cash out only transactions).
 Settled card purchases require purchases to be fully processed by the end of the month. Card purchases made this current calendar month which are at a ‘pending status’ and do not settle until the next calendar month do not count towards the 5 card purchases needed this current calendar month.
 
 If you are an ING home loan customer or an Orange Everyday Youth customer, you are automatically eligible for these ATM withdrawal fee rebates (so, you won’t need to complete the above steps).
 
 The Orange One cash advance fee is not rebated under this offer.


How will you verify my identity?

ING may use a third party provider to verify your identity. Alternatively, there are a range of Identification Documents that can be sent to ING to confirm this. The Identification Document that you choose to send in, must be a certified copy of the original or the original document itself.


Can I withdraw from my Personal Term Deposit?

You may withdraw all (but not part) of your deposit before the end of the term, you'll need to give us at least 31 days' advance notice (except in the case of financial support). A reduced rate of interest will apply in these circumstances.
 
 Where your Term Deposit is closed early, the funds will be transferred to your nominated linked bank account.


What happens at the maturity of my Term Deposit?

When your Term Deposit matures - that is, reaches the end of its term - you have a few options. It really depends on whether you want to keep saving or get your hands on your money.
 
 You'll be asked to choose from the following maturity options when you apply for your Term Deposit. Remember, you can change this choice at any time online (up until 1 business day before maturity).
 
 1. Renew Term Deposit - Principal & Interest
 Choose this option if you want the total amount in your Term Deposit to be renewed - for the same time period - upon maturity.
 
 2. Renew Term Deposit - Principal Only
 Choose this option if you want the interest earned during the Term Deposit to be transferred to your linked bank account. We will then renew the Term Deposit using your original deposit amount.
 
 3. Close the Term Deposit
 Choose this option if you want all of your money - the original deposit amount plus any interest earned - transferred back into your linked account.
 
 On the day your Term Deposit matures, we'll act on your chosen instructions. If you chose option 2 or 3, we'll transfer the money to your linked bank account. If this linked account is an ING account, the money will appear immediately. For non-ING accounts, please see our clearance times.
 
 To change your maturity instructions, please refer to: How can I change my maturity options on my Term Deposit?
 
 Grace Period
 All Personal Term Deposits that roll over benefit from a 'grace period' of 7 calendar days, starting from the maturity date.
 
 During this time, you can contact us to close your Personal Term Deposit without incurring a reduction in the interest rate that applies to your account. You can also change the amount of funds in your new account and/or change the term of your Personal Term Deposit during this time.


How do I activate my Visa Debit or Credit Card?

1. Select Cards
2. Tap Activate now from the list
3. Enter the last 4 digits of your card number and tap Activate card.


Can I request a bank cheque?

 If you have an Orange Everyday account, you can order a bank cheque via Online Banking: 
 
 go to 'Transfer & pay' and select 'Bank cheque' (minimum cheque value is AUD$1,000)
 
 For transactions less than $1,000, please consider completing a Pay Anyone from your account.
 
 You can order as many bank cheques as you like drawn from your Orange Everyday account.
 
 Postage options:
 
 To view the mailing times frames for ING, please refer to the response Australia Post
 
 All bank cheques are sent for free via Registered Post
 You can select to send your cheque via Platinum Express Post for an $11.00 fee. This option requires a signature on delivery and enables you to track your item online. To request a bank cheque via Express Post Platinum, ING's cut off time is 3.00pm on a business day for same day processing.


What if I forget my access code?


You can change your access code anytime via our app or online banking.


ING App


Log out of the ING App and click "Login" (Please note: if you have biometrics enabled, the option to reset your access code will only appear after a failed biometric attempt.)

Click "Reset access code", ensure you have the details required and click "Reset access code" again

Enter Client number and Date of birth, then click "Continue"

Enter the SMS security code

Enter new Access Code

Confirm new Access Code and click "Continue"


Online banking

Log into Online banking

Select "My profile"

Select "access code"

Enter your current access code

Enter your new access code

Confirm your new access code

Hit "Submit"


What accounts can I link to my Savings Accelerator?

You must nominate an eligible ING account (e.g. Savings Maximiser) or an external bank account to link to your Savings Accelerator. The name of the account must reflect the name(s) on the Savings Accelerator application.
 
 The nominated bank account must be a personal account with an Australian financial institution and have a BSB and Account Number. We are unable to accept a credit card, passbook or an account that doesn't have a BSB and Account Number.
 
 Once you have opened your Savings Accelerator, you can also nominate this account as the linked bank account for an ING Personal Term Deposit.


Does ING offer a Travel Card?

ING does not offer Travel Cards or Travellers Cheques.
 
  


Can you cash a cheque?

"Sorry, but ING can't cash your cheques.


You can deposit the cheque into your ING account by using the right postal address below. Please note we are unable to deposit a cheque that is made out to “cash”.


Remember:


If you're posting from within Australia, you don't need a stamp.

Please write your Client Number and Account Number on the back of the cheque.

 

Savings Maximiser, Orange Everyday, Personal Term Deposits and Savings Accelerator


ING

Reply Paid 2682 Sydney NSW 2001    


Overseas: ING GPO BOX 2682 Sydney NSW 2001 Australia


DIY Super Funds and Trusts, Business Optimiser and Business Term Deposits


ING

Reply Paid 3858 Sydney NSW 2001    


Overseas: ING GPO BOX 3858 Sydney NSW 2001 Australia


Home Loans


 ING

Reply Paid 4094 Sydney NSW 2001    


Overseas: ING GPO BOX 4094 Sydney NSW 2001 Australia


       

Orange Everyday:

To make a cheque deposit into your Orange Everyday account you can:

 

Option 1: Go to any Australia Post Bank@Post outlet with your Visa Debit Card to make the transaction.


Bank@Post - requires 8 business days before funds are cleared and available in the Orange Everyday account. Please be aware the count begins the day after the cheque was deposited (i.e. if deposited on Monday 16 June, the 8 business days count starts from Tuesday 17 June)


To find out more about Australia Post Bank@Post, refer to our guide.


Option 2: Mail the cheque(s) to us (clearance takes up to 8 business days from the date we receive the cheque). Please consider any postage timeframes when reviewing how long it will take for us to bank your cheque at: ING, Reply Paid 2682, Sydney NSW 2001.

 "


How do I change the name used on my account?

To change your name used on your account, you need to print out and complete the Change of Personal Details form. <Link to form - https://www.ing.com.au/pdf/Change_Of_Personal_Details.pdf>
 
 You will need to provide a certified copy of a Marriage Certificate, Change of Name Certificate or Decree Nisi and Marriage Certificate (whichever is appropriate).
 
 Note: This document must provide a link between your former and current name.


How do I lodge my Tax File Number?


 Lodging your Tax File Number with ING
  You can lodge your Tax File Number Online by completing the below steps:
 
 Log into online banking
 select 'My Profile' in the left hand menu
 Select 'Tax File Number'
 Select the account you wish to update your Tax File Number on and follow the prompts
 Note: The Tax File Number Status must be 'No TFN' in order for the 'Update Tax File Number' section to appear
 
 Select the account you wish to update your Tax File Number on and follow the prompts


Why do I need to send you an identification document?

We cannot open or allow you to transact on your account until we've verified your identity and the details of your linked bank account.
 
 ING is required under the Anti-Money Laundering and Counter Terrorism Financing Act 2006 to verify your identity.


How old do I need to be to open an account?

As of 20 June 2022 the minimum age to open an ING everyday banking or savings account is 18 years. This means customers under the age of 18 (new or existing), cannot open new ING accounts. Customers under the age of 18 who held ING accounts prior to this change, can continue to use them under the same conditions.


How do I open an Orange Everyday account?

"To apply for an Orange Everyday account:
Go to 'Products' in the side menu Select the account you want Follow the prompts"


How do I set up and use my Orange Everyday?

Make a deposit
 You can do this by having your salary deposited into your account, transferring money from another eligible ING account (if linked to your Everyday account) or by a 'Pay Anyone' transfer from your current bank.
 
 Activate your card
 When you receive your Visa Platinum Debit Card log in at ing.com.au. Go to 'Manage cards' then 'Card settings & activation'.
 
 Start using your card
 Make a purchase by pressing the 'Credit' or 'Savings' button to use your PIN. (If you open a second Orange Everyday and link it to the same Visa Platinum Debit Card, you'll select 'Cheque' to access the second account).


Are there fees to use an Orange Everyday Visa Debit Card overseas?

Take a look at the Fees and Limits Schedule.
 
 https://www.ing.com.au/rates-and-fees/orange-everyday-fees.html


How do I add or remove details from my address book?


To add a payee

1. Login to your ING App and select Pay > Pay Anyone 

2. Your Address Book will pop up, tap  Add new and select from the PayID options. 

3. Enter the details and click Verify. The PayID details will pop up to review and tap DONE to confirm. You also have the option to save the details as well in your Address Book. 

4. Select the account you want to pay from. Enter the Amount, Description and reference (both optional) and tap Continue



How can I apply for an ING Personal Term Deposit?

To apply for an Personal Term Deposit account:

Go to 'Products' in the side menu

Select the account you want

Follow the prompts


What is IBAN?

IBAN stands for International Bank Account Number.
 
 It's an international standard for numbering bank accounts, and was originally developed to improve the payment system in the EU.


How can I change my maturity options on my Term Deposit?

Changing the maturity option on your Term Deposit - that is, what happens to your money when the term ends - is easy.
 
 Remember, you can change your maturity option at any time up until 1 business day prior to the maturity date.
 
 Simply:
 
 Log into Online Banking
 Select the term deposit you wish to change the maturity options on
 Select 'More account information'
 Select 'Edit' next to the 'Maturity instructions' section
 Follow the steps to amend your instructions


What do I do if my Visa Debit or Credit Card has been lost or stolen?

If your card has been lost or stolen and you suspect fraud has taken place, please login to the ING app and place a temporary hold on your card then call us straight away to a replacement card. 


Please visit the Contact Us page for our operating hours and contact numbers.


If you don’t suspect fraud you can replace you Orange Everyday Visa Debit Card through ING app by:.


Log into the new ING App and select 'Cards' 

Tap on the relevant card

Select 'Temporarily hold card'


What is IBAN?

IBAN stands for International Bank Account Number.
 
 It's an international standard for numbering bank accounts, and was originally developed to improve the payment system in the EU.


How can I change my maturity options on my Term Deposit?

Changing the maturity option on your Term Deposit - that is, what happens to your money when the term ends - is easy.
 
 Remember, you can change your maturity option at any time up until 1 business day prior to the maturity date.
 
 Simply:
 
 Log into Online Banking
 Select the term deposit you wish to change the maturity options on
 Select 'More account information'
 Select 'Edit' next to the 'Maturity instructions' section
 Follow the steps to amend your instructions
 Can I renew my Term Deposit to the same term?
 If you want to renew your Term Deposit, you should select either:
 
 Renew Term Deposit - Principal & Interest
 Choose this option if you want the total amount in your Term Deposit to be renewed - for the same time period - upon maturity.
 
 Renew Term Deposit - Principal Only
 Choose this option if you want the interest earned during the Term Deposit to be transferred to your linked bank account. This is the account your funds came from originally. We will then renew the Term Deposit using your original deposit amount.


Can I link more than one bank account to my Savings Maximiser?

You can link one account only to your Savings Maximiser account, but you're welcome to open more than one Savings Maximiser and link different bank accounts to each of them if that works for you.


What are the Pay Anyone limits?

The Pay Anyone daily limit refers to the maximum amount you can transfer via a Pay Anyone. The standard limit is $5,000. If you require a higher limit or need a one-off transfer of a larger amount (up to $20,000), you can do this via online banking or the ING app. Please note we can only organise higher limits on Orange Everyday accounts.
 If you'd prefer a lower limit, you can also move it down.


How can I change my personal details on my Orange Everyday?

Tap the navigation menu

Select ‘My Profile’

Select ‘Contact Details’

Press ‘Edit Details’


Can the Savings Maximiser be used for business purposes?

No. A Savings Maximiser must not be opened or operated for business, trade, superannuation or trustee purposes.
 
 ING offers accounts for business purposes. These are the Business Optimiser and Business Term Deposit. Learn more here <link to https://www.ing.com.au/business.html>


What is a Savings Maximiser?

Savings Maximiser is a high interest savings account that gives you easy access to your money.
 
 How does it work?
 Simply Link your Savings Maximiser to an eligible ING account or to an external bank account and move your money in and out of your Savings Maximiser as often as you like!
 
 Find out more here <Link to https://www.ing.com.au/savings/savings-maximiser.html>


What is the current cut off time for making deposits and withdrawals?

Before 7pm (AEST/AEDT) - processed same day
 After 7pm (AEST/AEDT) - processed next business day
 4pm (AEST) on business days for BPAY payments.
 Weekends and national public holidays - processed next business day.


What if I have transferred money to the wrong account?

You can reverse transactions that haven't been processed yet by logging into your account and selecting the relevant transaction in your transaction history. If the reversal is available, you'll see the option displayed. 
 
 If the option isn't there and you have just made the transfer, please call us immediately — we can attempt to stop the payment. 
 
 Please visit the Contact Us page for our operating hours and contact numbers.


When will my card arrive?

You should generally receive your Visa debit card 5 - 10 business days after your account is opened.


What is everyday round up?

With Everyday Round Up, every eligible card purchase you make is rounded up to the nearest $1 or $5 and the extra amount is shifted to your nominated account or to charity. Learn more here <link to https://www.ing.com.au/everyday-banking/everyday-round-up.html?pid=vis:hph2:def:eru>


I am travelling overseas, how will this affect my security chip?

Absolutely.
 
 When you are travelling overseas, we strongly recommend that you know the Personal Identification Number (PIN) for your Visa Credit or Debit card.
 
 Many countries use chip and PIN technology, so if you don't know your PIN you may not be able to use your card at certain international merchant terminals.
 
 Letting us know about your international travel helps us monitor your card for suspicious activity and may help prevent any unnecessary blocks on overseas transactions. 
 You can do this in the new ING App: 
  
 1.Log in to your ING App and tap More     
 2.Select Manage accounts > Travelling overseas
 3.Select your departure date, your return date, and your travel destinations > tap Continue 
 4.Review your details before your hit Continue again. 
  
 Note: The travel alert is active for a maximum of 30 days from the day you submit it (not the departure date). It’s a good idea to set this up just before you leave if you’re going for an extended stay. If you’re still overseas 30 days from submitting a travel alert, remember to submit a new one in the ING App to cover the next 30 days. 
  


What is Card Authorisation?

When the final amount of a transaction is not yet known by the merchant at the time they seek an authorisation on your Visa card, the merchant may seek an initial authorisation for an estimated amount this is known as an ‘Estimated Authorisation’. 
 
 The merchant may then seek further authorisations to increase the amount of the Estimated Authorisation to reflect any additional charges that you incur, or additional purchases you make, with them.
 
 These are known as ‘Incremental Authorisations’.
 
 This is to establish there are sufficient funds in your account to cover the total value accrued with the merchant, and to temporarily hold those funds. Once you have completed your purchases with this merchant, the final total amount will then be processed as one single transaction. 
 For example, when you check into a hotel, an initial Estimated Authorisation of $200 may be placed on your card. If you order room service, the Estimated Authorisation may be increased to $250. The final payment will then be processed as a single transaction when the hotel completes the transaction at the time you check out. 
 
 Standard daily purchase limits apply. 


How can I set up recurring transfers?

This is available
 To set up a recurring transfer, you simply:
 
 Login to your new ING app.
 Tap 'Pay' and select 'Transfer between accounts', 'Pay anyone' or 'BPAY'
 Change the option from 'Now' to 'Recurring'.


What do I do if I suspect fraud?

Please wait while we refer you to a live agent.
 
 If you are not able to speak to us immediately, we suggest placing a temporary hold on your card using our app - simply:
 
 login
 select "Cards"
 Tap on the relevant card
 Select 'Temporarily hold card'
 This will stop any further transactions from being requested.


When is interest paid on my Term Deposit?

Terms of one year or less
 If you do not close your account during the term, the accrued interest is credited to your account on the day prior to the maturity date. On the maturity date, you are able to access the total funds in your Term Deposit, including any interest credited to the account.
 
 Terms of more than one year
 If you do not close your account during the term, the accrued interest is credited to your account on the anniversary date and on the day prior to the maturity date. If interest is paid on the anniversary date, interest for the next year of your Term Deposit is calculated upon the new amount of your Term Deposit i.e. your opening deposit plus the first year interest payment.


What interest rate do I get if I redeem my Term Deposit early?

If you wish to close your Personal or Business Term Deposit before the maturity date, interest will be calculated from the date the account was opened, to the date the account is closed by applying the interest rate applicable on the day the account was opened, less the interest rate reduction as specified below:
 
 Percentage of term elapsed at the early termination date
 
 Interest rate reduction (expressed as a percentage of your term deposit interest rate)
 
 0% to less than 20%
 
 90%
 
 20% to less than 40%
 
 80%
 
 40% to less than 60%
 
 60%
 
 60% to less than 80%
 
 40%
 
 80% to less than 100%
 
 20%


What is a Term Deposit?

Our Personal Term Deposits could help you reach your savings goal:
 
 An interest rate that is guaranteed for the timeframe you choose
 No ING fees, ever - so all of your money can grow
 Security knowing your money is guaranteed by the Australian Government
 
 Click here for more information and to apply for a Personal Term Deposit Account. <Link to https://www.ing.com.au/savings/term-deposit.html>


What is an Orange Everyday?

The Orange Everyday is a transaction account that helps your salary go further. This is because, for an Orange Everyday, there are no monthly fees and if you meet the following requirements in a month, you could get access to the Orange Everyday Benefits.  Learn more here <Link to https://www.ing.com.au/everyday-banking.html>


Why cant I log in?

If you’re having difficulty accessing our app, you can try uninstalling and reinstalling it. This should resolve the issue.


How can I cancel a Direct Debit?

Please wait while we refer you to a live agent


What is the BSB number for ING?

Our BSB is 923-100.


How do I add my ING card to Apple Pay?

Feature won't be available until End of 2025 (ETA, TBC) 


How do you calculate the interest on my Savings Accelerator?

Interest is calculated daily on the closing balance and credited to your account at the end of each month, so you earn interest on your interest. The formula we use is:
 
 Daily closing balance x interest rate (as a percentage) / 365
 
 Please note, there may be differences in interest from month to month even when no transactions have occurred on your account, this is due to the difference in the number of days in each month i.e. March has 31 days and April has 30 days, therefore one day less interest is accrued.


If I withdraw cash from an ATM, is it rounded up?

No. Everyday round up only applies to card purchases and is not available for ATM withdrawals.


What is the withdrawal limit for international ATMs?

It's $2,200 (AUD) per day, per account and includes cash out at:
 
 ATMs
 EFTPOS
 The limit includes any ATM operator fees, even those we rebate. Other limits may be applied by the ATM operator or a merchant.


What is a Dormant Account?

Please wait while we refer you to a live agent


Where can I locate Brochures and Forms?

Click here to view all savings accounts forms <Link to https://www.ing.com.au/help-and-support/documents-and-forms/bank-and-save.html>


What is Savings Accelerator?

The Savings Accelerator is a fantastic way to accelerate your savings. With balances of $50,000 and over, your whole balance earns a very rewarding rate. Should your balance fall below $50,000, you'll still earn a competitive variable rate.


We've applied for a joint account but only one of us has been asked to send in ID documents, why is this?

Sometimes we can verify identification details electronically for one person but not the other. If we couldn’t verify one of you electronically, we’ll request ID documents to complete the process. 


How does my Visa Debit Card work?

When you receive your VISA Debit Card, the first thing you need to do is activate it. The easiest way to do this is on our ING Mobile App, download it on the App Store on Apple or from the Google Play Store. Once you have the app downloaded, tap 'Manage' > 'Manage card' from the list and select 'Activate card' from the Manage Card screen and follow the steps to start using your new card.
 
 Once activated, you can use your card at EFTPOS terminals and ATMs. It is also accepted anywhere in the world that accepts Visa. You can also link your card to your Apple Wallet or Google Pay.


How do I check or edit my Scheduled Payment?

You can edit your scheduled payments in online banking by:
 
 Click on the downward arrow at the end of the row 
 Select the relevant option in the drop down box 
 Please allow 2 business days for the change to take effect. You are unable to make changes the same day your scheduled payment is due.


How long does a cheque take to clear?

It generally takes up to 8 business days - from the date we receive it (not the date you post it) - for your cheque to clear.
 
 If the cheque is going into your savings account, you'll start earning interest on the cheque from the first day it's deposited.
 
 Cheques deposited to your Orange Everyday at Australia Post will take 8 business days to clear.
 
 IMPORTANT: Cheques deposited after 2pm will be actioned the following Business Day.


How do I use BPAY?

To use BPAY®:
 Login to Online Banking
 Go to 'Transfer & pay' and then 'Pay a bill by BPAY'
 Follow the prompts
 Important things to note:
 When entering a new Biller, you can save the details to your "Address Book" so the next time you need to pay them, you can simply select that Biller from your Address Book.
 To help track your payments some Billers use variable Customer Reference Numbers (CRNs), if they do, we will only save the biller code in your address book. 
 The Biller code character limit is 10 digits or less.
 If entering a new Biller, you may need to enter a Security Code.
 Free unlimited ING online transactions using BPAY®
 ® BPAY is a Registered Trademark of BPAY Pty Ltd ABN 69 079 137 518.


How can I log into online banking?

Simply:
 
 1. Type www.ing.com.au into your internet browser
 2. Click on the 'Login' button, which is located in the top right corner of the page
 3. A new window opens, and you'll need to enter your Client Number and Access Code
 4. Click on the 'Login' button


Do I get a card with my Savings or Business account?

Savings Maximiser, Savings Accelerator, Business Optimiser and Term Deposit accounts don't come with cards.


How do I cancel my Scheduled Payment?

You can cancel a Scheduled Payment by:
 
 Login to Online Banking
 Select "Transfer and Pay"
 Choose "View Scheduled Payments"
 Select the Account that the recurring deposit occurs on   
 You will then be shown all scheduled and pending transfers for this account.


Can I link more than one bank account to my Savings Accelerator?

You can only nominate one linked bank account for each Savings Accelerator account. However, you can open up to nine Savings Accelerators and nominate a different linked bank account for each if required.


Why do I need to verify my identity if I am an existing customer?

Despite being an existing customer we may need you to verify your identity depending on the type of product that you are applying for - we'll let you know what you need to do if this is the case.


If I make a deposit or withdrawal from my external bank account, when will the funds be cleared?

Deposits to savings accounts made via direct debit from your linked account will be held for three business days from the date of receipt provided they are received before the cutoff time (currently 7pm (Sydney time)) on a business day. You will not be able to draw on these funds until three business days have elapsed. This time allows for ING to receive confirmation from the paying financial institution that the funds are available.


How do I close my term deposit?

Please wait while we refer you to a live agent


What do I need to apply for an Orange Everyday?

To apply, you'll need to:
 
 Be an Australian resident for taxation purposes
 Be at least 18 years old
 Have an Australian residential address
 Have an Australian mobile phone.


How do you calculate the interest on my Personal Term Deposit?

Terms of one year or less
 Interest is calculated daily, on each daily balance during the term, by using the interest rate applied on the day we open your account to the amount of your deposit on that date, using the following formula.
 
 Daily closing balance x interest rate (as a percentage) / 365
 
 Terms of more than one year
 Interest is calculated daily, on each daily balance during the term, by using the interest rate that applied on the day we opened your account, using the following formula:
 
 Daily balance x interest rate (as a percentage) / 366


What if I don't have a mobile phone to access Security Codes?

Please wait while we refer you to a live agent


Is there a stop, hold, freeze on my account?

Please wait while we refer you to a live agent


How can I make a Pay Anyone Transaction?

Tap Pay > Pay Anyone 
 
 Your Address Book will pop up. If you need to add a new account tap Add new, and either select from the Bank account or PayID options, then enter the details of the account you wish to transfer to. 
 
 Select the account you want to pay from. Enter the Amount, Description and reference (both optional) and tap Continue 
 
 Review the payment details are correct on the Confirm details page and tap Pay. The confirmation details will appear shortly after. 


How do I link my Saving Maximiser to my Orange Everyday?

To link your Savings Maximiser to your Orange Everyday, simply log into online banking, then:
 
 select 'Manage Accounts'
 click 'Linked bank account'
 select your Savings Maximser
 click on the 'Link to' dropdown button and you will be able to select your Orange Everyday from the dropdown menu.


Can ING close my old account for me?

Unfortunately we can't. You'll need to give your old financial institution a call or visit a branch to close your old account. Be mindful that you may be charged fees on your old account if you keep it open.


How can I set up a Direct Debit?

Provide your external bank with the following details:
 
 BSB: 923-100
 Account Number: this is your account number
 Account Name: this is your name
 
 Alternatively, you can provide your Orange Everyday Visa Debit Card number and expiry date.

Do I have to link my Orange Advantage to my Orange Everyday?

Yes. It is a condition of settlement of the Orange Advantage that an Orange Everyday account be linked for the purpose of interest offset.
 
 The balance in your Orange Everyday is offset against the outstanding balance on your home loan before interest is calculated.
 
 So, the more you have in your Orange Everyday account, the less interest you pay on your home loan.


What is a PayID?

PayID is an address for receiving payments, created by linking a financial account that you own to a recognisable alias such as your mobile number or email address. With PayID, users can send and receive payments with unprecedented ease, convenience and confidence. ING offers your mobile number, email address and business ABN number as the alias.


How do I set up a joint Savings Accelerator account?

To apply online for a joint ING Savings Accelerator, log in to Online Banking and select 'Products' and follow the prompts. 
 
 During the application process, you can request that the Savings Accelerator account is to be opened in joint names. Please note that a joint Savings Accelerator must be linked to an existing joint bank account, held in the same names that appear in your application.


How much can I transfer using BPAY®?

If you have the funds available in your ING account to cover it, you can BPAY any amount that falls within the biller's specified range. Some billers, for example, may require you to pay no less than $10, or no more than $5000.
 
 Important to note is that these limits cannot be changed. So if attempting a BPAY and it won't work - even when you have the funds to cover it - contact the biller directly for alternative payment options.


How can I order a bank cheque, and what are the bank cheque limits?

$1,000 or more - order in online banking under 'Transfer & pay' and select 'Bank cheque'. 
 Less than $1,000 - Please visit the Contact Us page for our operating hours and contact numbers.


What is a Business Optimiser?

Business Optimiser is an online business savings account, so you do all your banking on the internet and/or phone. It's suitable for businesses (companies, partnerships and sole traders), non-profit organisations and Trusts, including DIY Super.
 
 How does it work?
 Simply link your Business Optimiser to an external bank account and move your money in and out of your Business Optimiser as often as you like!


How do I get my account balance?

Your balance is appearing on the main screen. You can manage how your accounts are displayed by clicking on the menu button in the top left hand corner.


Why do I need a linked bank account?

It helps you move money in and out of ING accounts. It's the account:
 
 from which we transfer money when asked to your ING account
 to which we transfer money when asked     from  your ING account.
 Good to know is that you can easily set up and use Orange Everyday as your linked account for your other ING accounts, or you can use an external bank account held in Australia (and in the same name(s) as your ING account).
 
 Only one bank account can be linked to your ING account at any one time.


How long will it take to change my Linked Bank Account?

Depending on your request, the process will generally take up to 5 working days. If we send you a Random Value Transaction, it will take approximately 1 day from the time you confirm the amount online or over the phone.


Are there any transactions that I can’t round up?

You can't round up the following transactions:
 
 direct debits
 BPAY
 ATM cash withdrawals
 Pay Anyone transfers
 transfers between accounts (inc. home loan payments)
 bank cheque


How do I register for Security Codes?

There are two ways to register for Security Codes:
 
 Open an account with us. During the online account opening process, you'll be asked to register for Security Codes by following a simple process.
 If you have been asked to register for Security Codes via mail or after logging into online banking, simply:
 click 'My Profile'
 select the 'Security codes' option


How long does it take to receive a bank cheque?

If drawing a cheque from your Orange Everyday, we will process your request within 1- 2 business days. 
 
 Once your bank cheque is drawn, it will be sent via Registered Mail. For delivery timeframes please refer to Australia Post (www.austpost.com.au).


How can I report a Mistaken Internet Payment or an Unauthorised Transaction?

Please wait while we refer you to a live agent


How can an existing customer apply for a new account?

To open or apply for a new ING account:
 
 Log into online banking or the mobile app
 For online banking, go to "Apply for Products" in the main menu. For the mobile app, go to 'Products' in the side menu
 Select the account you want
 Follow the prompts


What is the interest Rate on my Orange Everyday?

The Orange Everyday and Orange Everyday Youth accounts don't pay interest.


What documents will be accepted to verify my business?

As part of the application process, the linked bank account, business, personal identities of the authorised users and any other associated parties must be verified.
 
 If you are opening an account for the first time in the business name, you need to provide a certified copy of the following as well as any relevant documents for the entity based on the supporting document requirements noted below: 
 
 Any other documents or information we require, e.g. a tax assessment notice not more than 12 months old;
 The account details of the entity’s external bank account, e.g. a cheque or encoded deposit slip (i.e. a deposit slip with the account number printed on it), statement from the external bank account;
 You will be asked to provide the entity’s Australia and New Zealand Standard Industrial Classification (ANZSIC) / Standard Economic Sector Classification of Australia (SESCA) information as part of the Common Reporting Standard (CRS) appendix
 For supporting documents needed to open and verify a Business Optimiser or Business Term Deposit, please refer to, the relevant business type below to see what requirements are necessary:
 Sole Trader
 Partnership
 Company
 Individual as Trustee
 Company as Trustee
 Incorporated Association  


What is Bank@post?

Bank@Post™ is an agency banking service offered at over 3300 on-line Australia Post outlets. It allows customers to use their credit or debit cards at the post office to undertake a variety of financial transactions with participating banks and other financial institutions, including:
 
 deposits and withdrawals
 account balance enquiries
 payments for credit card bills


How do I update the app?

App updates will be available via the App Store or Google Play store only. Please do not install apps that appear to be from ING from any other app store.


What is Witholding Tax?

Withholding tax is calculated by applying the current highest marginal tax rate and Medicare levy to the interest earned on your account.
 
 You are not required by law to provide us with your Tax File Number (TFN). However, if you do not provide your TFN or details of your available exemption, we may be obliged to deduct withholding tax from the interest we pay into your account.
 
 Should you require any further information on TFNs, please refer to the Australian Taxation Office.


How do I apply for a Business Optimiser?

Just login to Online Banking, go to 'Apply for Products', choose "Business", then "Business Optimiser" and follow the prompts.


What fees do you charge on an Orange Everyday?

We get a lot of satisfaction from delivering better offers in banking. So we're happy we can offer you everyday banking without any monthly account keeping fees, as well as no ING fees on everyday transactions.
 
 For not-so-everyday transactions, please see the Everyday Banking Fees and Limits schedule https://www.ing.com.au/pdf/Orange_Everyday_Fees_and_Limits_Schedule.pdf


How do I update my email address with you?

You can update your email address in the ING app by:
 
 Log into the ING app 
 Tap the navigation menu
 Select ‘My Profile’
 Select ‘Contact Details’
 Press ‘Edit Details’


How does the ATM rebate work?

Each month that you are eligible, you can access rebates whether in Australia or overseas on:
 
 The first 5 fee incurring ATM withdrawals (excludes international ATM operator fees)
 For Orange One: Fees incurred for ATM withdrawals (excludes international ATM operator fees)
 To qualify for these rebates in any month, you need to meet the following requirements in the previous calendar month:
 
 Deposit $1,000+ from an external source (such as your pay) to any personal ING account in your name (excluding Living Super and Orange One), and also
 Make 5+ card purchases that are settled (and not at a 'pending status') using your ING debit or credit card (excluding ATM withdrawals, balance enquiries, cash advances, BPAY transactions, Direct Debits using an account number and EFTPOS cash out only transactions).
 For ATMs in Australia, any ATM fee charged by the ATM operator is rebated immediately following the transaction. For overseas ATMs, the rebate will appear within five business days. Note though, as mentioned above, international ATM operator fees will not be rebated from 1 August 2023.
 
 When using the phrase 'settled' card purchases in a calendar month, we mean that the purchases made on your card must be fully processed by the end of the last day of that month. Card purchases made in store or online this current calendar month which are at a ‘pending status’ and do not settle until the next calendar month do not count towards the 5 card purchases needed this current calendar month.


What happens if the Savings Accelerator account balance falls below $50,000?

When the Savings Accelerator account balance falls below $50,000, a lower interest rate will be applied to the entire balance, although you will continue to earn interest on your savings. Once your account balance increases above $50,000, you will earn a more rewarding interest rate on your entire balance. If your balance is below $50,000 on a regular basis, then it might be worth considering our Savings Maximiser.


How will I know my account has been linked?

We will send you an SMS or email (if you have provided your mobile or email address) once the account has been linked successfully.
 
 We will also send you a message in your Online Banking.


What is the 7 calendar day grace period?

All Personal and Business Term Deposits that roll over on or after 31 October 2014 benefit from a ‘grace period’ of 7 calendar days, starting from the maturity date.
 
 During the grace period, changes can only be made by contacting us. A My Message is sent to confirm the change that has been made.
 
 Please visit the Contact Us page for our operating hours and contact numbers
 
 Note: this message supersedes the maturity letter that is automatically posted and if you close your account during the Grace Period, no My Message notification is sent. You will receive a closing statement in the next statement period.
 
 During the grace period you can close your Personal or Business Term Deposit without incurring a reduction in the interest rate that applies to your account. You can also change the amount of funds in your new account and/or change the term of your Term Deposit.     
 
 You can make changes to your Personal or Business Term Deposit during the grace period only once. So, for example, whilst you may change the term of your Personal Term Deposit on day 3 of the grace period, you cannot also add additional funds to your Personal Term Deposit on day 5 of the grace period.


What happens if I have forgotten my PIN?

You can change the PIN on your Visa Credit card in our app.
 
 1.Login to your ING App and select Cards 
 2.Select the card from the list to view the settings 
 3.Select Change Card PIN 
 4.Follow the prompts to update your pin 


Why do I need an Orange Everyday to open an Orange One?

When you have an Orange One, you'll need to make repayments from an eligible ING account - so we've made it part of the criteria to have an Orange Everyday. As well as making credit card repayments easy, your Orange Everyday also gives you the flexibility to make everyday transactions.


If ING increase / decrease that Savings Maximiser rate, will it apply to my Savings Maximiser?

Yes. The interest rate for the Savings Maximiser is a variable rate. Therefore, if we increase or decrease the standard variable rate, it will apply to your Savings Maximiser from the effective date.


Can I apply for an overdraft facility?

ING doesn't offer overdraft facilities.


What is the process to reclaim my funds?

Once you have located funds in your name on the ASIC website and have obtained the ASIC reference number, please fill the relevant forms below.
 
 ING cannot disclose any information about the account (or possible account) unless your identity and access to the account information has been confirmed.
 
 Please be aware that you will need to provide sufficient proof of account ownership and identity. Once this has been established, ING must inform ASIC. ASIC will send the funds to ING, and we will then send them to you.
 
 Please note that ASIC can take up to 60 days to return your funds to ING or to ask for additional information once ING has forwarded your request to them. This process can take up to 13 weeks from the moment ING receives your request and the funds are returned to you. 
 
 To lodge a claim for a Personal Account:
 Click Here to view forms: https://www.ing.com.au/help-and-support/documents-and-forms/bank-and-save.html
 
 Print and complete the Request for Refund of Unclaimed Monies for a Personal Account Form and post to:
 
 ING
 Reply Paid 2682
 Sydney NSW 2001 (no stamp required)
 
 If you are reclaiming funds for a deceased estate and there is no Probate or Letters of Administration and the Estate of the Deceased is over $50,000, please also complete the Unclaimed Monies Deceased Indemnity Form and post to:
 
 ING
 Reply Paid 2682
 Sydney NSW 2001 (no stamp required)
 
 If you are reclaiming funds and have a Power of Attorney, please also complete the Unclaimed Monies Statement of Non-Revocation of Power of Attorney and post to:
 
 ING
 Reply Paid 2682
 Sydney NSW 2001 (no stamp required)
 
 To lodge a claim for a Business Entity:
 Print and complete the Request for Refund of Unclaimed Monies for a Business Entity Form and post to:
 
 ING
 Reply Paid 2682
 Sydney NSW 2001 (no stamp required)


Why is my current balance different to my available balance?

Total/Current Balance
 The total/current balance incorporates all transactions that have been processed to the account.
 
 It may include funds which have been deposited but not yet cleared and therefore are not available for withdrawal.
 
 Likewise it may include recently withdrawn funds (or funds that are held under a Visa card authorisation) that are yet to be processed by the merchant. For more information on Visa Card Authorisations, see 'What is a pending authorisation?'
 
 Available Balance
 The available balance is the amount available for withdrawal from your account.
 
 Note: Daily transaction limits may apply.


What is Osko by BPAY?

Osko by BPAY®, is the latest payments innovation from the BPAY Group. Osko by BPAY is an innovative payment service built on the New Payments Platform, it allows all Australians to make and receive faster, 24/7 payments for ING customers through to any participating Financial Institution. Rather than waiting hours or days for a payment from someone who owes you money, and who happens to use a different bank, money can now be moved in near real-time with funds available almost immediately. The service could be used when paying at a group dinner, socialising, or even paying a plumber on the spot. Osko by BPAY enables payments to one another more conveniently than ever before.
 
 The maximum daily limit for Osko (real-time payments) is $5,000 per day, per account.
 
 Once you have reached your real time payment limit, you will receive an alert before processing your transaction to inform you.
 
 You can still proceed with your transaction, it will be processed in 1-2 business days
 
 Osko® is a registered trademark of BPAY Pty Ltd ABN 69 079 137 518.


Can I use the app while I'm overseas?

Yes. 
 
 However, certain transactions require use of SMS Security Codes, which can only be sent to the Australian mobile number that you have on file with ING. To use Security Codes while overseas (and to enable us to contact you), you’ll need to enable global roaming on your phone.
 
 You should check with your mobile phone provider if you will incur charges for this.


Do joint account holders receive the same access code?

You'll have the same account number on shared accounts, but individual client numbers and access codes.
 
 To be on the safe side, please keep your access code to yourself, and change it straight away if you think someone else may know it.


I entered the correct Customer Number and Access Code and I am still getting an error message

You may have locked yourself out of online banking.
 
 If you are registered for security codes, you can reset your access code online by clicking on 'Forgotten your Access Code' at the bottom of the page. You will be asked to follow the below steps:
 
 Enter Client Number
 Enter Date of Birth
 Click on ‘SMS Security Code’
 Enter the Security Code
 Enter new Access Code
 Confirm new Access Code
 If you are not registered for security codes or require additional help, call us and we can fix any problems you are having.


Can I use the app on more than one device?

Yes. You can register multiple devices.


How do I set up a Power of Attorney on a Savings Account?

If you’ve authorised your attorney to open and/or operate your ING account, they need to complete a paper application as additional documentation will be required, including:
 
 our Power of Attorney Details Form, completed and signed- https://www.ing.com.au/pdf/SUP00009_POA_0915_WEB_SEC.PDF
 
 and
 
 the original or certified copies of any documents concerning the appointment of your attorney and their identity.
 The attorney must be authorised to operate your linked bank account.
 
 Attorneys are only able to operate on the account by calling a Customer Care Specialist and answering key identity questions or by submitting a written request.


Can I use my Card overseas?

Yes, you can use your Orange Everyday card internationally. You must select 'Credit' at the merchant terminal or ATM when travelling overseas.
 
 Certain fees may apply to transactions when you use your Orange Everyday card internationally. These are set out in the Everyday Banking Fees and Limits Schedule. You may also be able to access rebates on some of the fees charged for these transactions. For details on available rebates and how to qualify for them, refer to the Orange Everyday Benefits Schedule.


Do you have fraud detection on the Orange Everyday?

ING monitors for suspicious activity to help protect you. If suspicious activity is identified, transactions may be declined or not processed. You will receive an SMS notification which will advise a temporary hold has been placed on your card or a stop on your account, and instructions on how to remove the hold or stop.


How many times can I enter a Security Code?

You can only enter the Security Code up to three times to conduct a transaction. On the third incorrect attempt to enter a Security Code, your ING online access will be suspended. 


How long does a BPAY transaction take?

You must make the BPAY transaction before 4pm (AEST/AEDT) on a business day for BPAY to receive the funds from ING the very same day.
 
 BPAY will then forward the funds to the Biller which may take 2 to 3 business days to reach the biller.


Can I register a non Australian mobile phone for security codes?

Yes, any mobile phone number can be used to register for Security Codes.


What are the clearance times for public holidays?

Public holidays impact the clearance times for transfers (excluding the NSW Bank Holiday & Labour Day) as follows:
 
 Internal transfers within ING will still transfer instantly (if you've transferred to that payee before), however transfers between banks will be impacted.
 For deposits in to your ING savings accounts, made by direct debit, you will need to add additional clearance time for any public holidays.
 Direct debit requests are held for three business days from the date of receipt, provided they are made before our cutoff time of 7pm Sydney time.
 So if a public holiday falls in this time, the funds will be held for four full days for example.
 This time allows for ING to receive confirmation from the paying financial institution that the funds are available.
 For withdrawals and Pay Anyone's to external bank accounts, you will also need to add an additional clearance day for any public holidays.
 If funds are transferred before our cut off time of 7pm, funds are generally transferred to your external bank account by the next business day.
 If you are transferring on a public holiday, or the next business day is a public holiday, you will need to allow an additional day for the funds to arrive.



When will my statement be available?

Business Optimiser statements are sent via post every 3 months (received in early January, April, July and October each calendar year). 
 
 Orange Everyday statements are only available online and are issued every 3 months (received in early January, April, July and October each calendar year).
 Orange One - There are two statement periods for Orange One:
 
 One which runs from the 8th of the month to the 7th of the following month (if you’re on this statement schedule, you’ll receive an email on the 8th of the month letting you know your statement is ready and waiting).
 
 Another which runs from the 22nd of the month to the 21st of the following month (if you’re on this statement schedule, you’ll receive an email on the 22nd of the month letting you know your statement is ready and waiting).
 
 The length of your first statement period may vary depending on the date your account was initially approved.
 
 If you are unsure which cycle you're on, please review a previous statement for the account.


What are some of the things I can do with an Orange Everyday?

The ING Orange Everyday account can be the account where you put your hard-earned money, like your salary or other sources of regular income. You are able to access and move your money via:
 
 Visa Debit Card - use it at 24 million locations, including over 1 million ATMs worldwide
 Instant transfers between your Everyday account and your linked high interest Savings Maximiser or Savings Accelerator
 BPAY® - the most popular and convenient way to pay bills
 Pay Anyone - transfer money to another bank account in Australia
 Bank Cheques - for large purchases like a deposit for a house
 As a branchless bank, we've got self-service banking options sorted.
 You can conveniently manage your Everyday account via online banking, mobile banking or phone banking.


What happens when my Visa Debit Card expires?

Your debit or Credit card is only valid during the period stated on the card and cannot be used after this date. The card will expire at the end of the month in the expiry date. For example, if the expiry date is 12/23 the card will expire at the end of December 2023.
 
 We will automatically issue you with a new debit or Credit card before the expiry date. These cards will be sent the month prior to expiry and can take up to ten business days to be received.


Can I link my ING Personal Term Deposit to my Savings Maximiser, Savings Accelerator or Orange Everyday account?

Yes, you can link an existing Savings Maximiser, Savings Accelerator or Orange Everyday account to an ING Personal Term Deposit (as long as it is in the same name(s) as your Savings Maximiser, Savings Accelerator or Orange Everyday.
 
 Alternatively, you can choose to link a Personal Term Deposit to an external bank account held with an Australian financial institution which has a BSB and account number and is in the same name(s).
 
 You can do this in online banking under "Manage accounts" in the main menu and select "Linked bank account".


When can I access money from a cheque?

The money cannot be used or withdrawn until we have cleared the cheque and the money becomes "cleared funds".
 
 Things to Note:
 
 If the cheque is dishonoured, the amount of the cheque and any interest that has accrued on the amount (if a savings account and has been credited to the account) will be debited (withdrawn) from your account.
 There is no interest payable on an Orange Everyday account.


If ING increase/decrease the Savings Accelerator rates, will it apply to my Savings Accelerator?

Yes. The interest rates for the Savings Accelerator are variable rates. Therefore, if we increase or decrease the standard variable rates, it will apply to your Savings Accelerator from the effective date.


Why do I need Security Codes?

Registration to receive a Security Code is for your added online banking protection and is required to conduct certain transactions. This is part of an enhanced security measure known as two factor authentication, being something you know (your existing Access Code) and something you have (your mobile phone, where you receive Security Codes via SMS). You'll be unable to access online or phone banking unless you're registered for them.


Why cant I view my online statements?

Sometimes, your PC settings will prevent us from being able to display your statements. The first thing to check is that your pop-ups are enabled as statements will open in a new window. So we need to get technical and check some settings on your computer.
 
 Adobe Acrobat Reader
 Check it is installed on your PC. If not, download a free version from Adobe. The recommended version is 8+.
 If it is installed, check that it is version 6 or above.
 Check that you don't have more than one version installed. To do this, go to Start > Settings > Control Panel > Add or Remove Programs. If there is more than one version listed, you need to uninstall ALL versions of Acrobat  and reinstall only the newest version.
 Internet Security Software
 You may have other Internet Security Software installed on your PC that stops the PDF file from being opened in Acrobat Reader. If so, then either allow the file to be opened or temporary disable the program (please refer to the vendor's manual) while the statement reprint is requested.


Can I apply online for a Savings Maximiser and an Orange Everyday at the same time?

Yes. When you apply for an Everyday account online, you will have the option to open a Savings Maximiser and link it to your Orange Everyday
 
 Just login to Online Banking, go to 'Apply for Products', choose 'Everyday banking' and following the prompts.


Can money in my Savings Maximiser be withdrawn earlier than 4pm?

If your Savings Maximiser is linked to an Orange Everyday, the withdrawal will happen straight away.
 
 If your Savings Maximiser is linked to an external bank account, withdrawals made before the cut-off time (currently 7pm Sydney time) on a business day, are generally transferred to your linked bank account by the next business day.


Why didnt my Direct Debit work?

There are a number of reasons why your Direct Debit may not be not working.
 
 It may be because:
 
 The details for the linked bank account are incorrect
 There are insufficient funds in your linked bank account
 The other bank has cancelled the Direct Debit request
 Your ING account is not yet active
 We suggest that you contact your other bank to check that you still have enough funds available to pay your Direct Debit, and that it is set up correctly.


How do I use Security Codes?

Once you're registered, every time you want to perform certain online banking transactions, you'll be prompted to request a Security Code. A Security Code will then be sent to your mobile phone via SMS. You'll be asked to verify the details in the SMS we send you against the transaction details entered on the screen and enter the Security Code in the secure online area within 5 minutes of receiving it. It's simple. The only thing you have to remember is to keep your mobile phone handy when banking online.


What is a Security Code?

Security Codes provides you with an additional level of protection. When banking online your existing Client Number and Access Code already provide you with security. But because you can't be too safe when it comes to your information and money, to enable you to perform certain transactions online with even greater confidence we've introduced an additional level of security called Security Codes.
 
 These are once-only codes sent to your mobile phone. Once received, you need to enter the Security Code in the secure online area within 5 minutes of receiving it every time you perform certain online transactions such as paying bills via BPAY for the first time or changing any of your contact details (address, phone number, etc). Expiring after 5 minutes, they help to ensure it is you (rather than a potential fraudster) who is performing the transaction.
 
 Security Codes are a form of "two-factor authentication" designed to protect you against many types of online fraud such as phishing, Trojans and identity theft. Two-factor authentication is a process designed to verify two things - something you know and something you have. In the case of ING, we verify your Access Code (something you know) and your receipt of a Security Code sent to your registered mobile phone (something you have).


I'm travelling overseas. Can I setup payees or billers before I leave so I don't need my phone when I'm travelling?

Yes, you can. If you need to make Pay Anyone or BPAY payments while travelling, make sure the recipients are in your Address Book.
 
 To add new recipients, follow the steps below:
 
 Online Banking:
 
 Log into Online Banking
 Select the menu bar and click 'Transfer & Pay'
 Select 'Address book'
 Add a new Payee or BPAY biller
 Enter details and click 'Save'
 You will need to receive a Security Code when you make your first payment.


What indications suggest that a customer may be a foreign tax resident?

For individuals, any of the following things may indicate foreign tax residence:
 
 US citizenship
 Permanent residence internationally
 International address (resident or correspondence)
 US place of birth
 International telephone number
 Power of Attorney or signatory authority granted to person with international address
 Standing instructions to transfer funds to an account maintained internationally or directions received from an international address
 When it comes to entities:
 
 The entity is domiciled in a foreign jurisdiction;
 Place of effective management or incorporation/organisation of the entity is international.


Can I register more than one mobile phone for security codes?

No, you can only register one mobile phone at a time.


What is a Customer Reference Number (CRN)?

A Customer Reference Number, or CRN, is a unique number that is allocated to a bill in order for the Biller to identify the account that is to be paid.
 
 The Biller code character limit is 10 digits or less.
 You will need to refer to your current bill when making a payment to ensure the correct CRN is entered.


What are scheduled payments?

Scheduled payments are transfers made for a date in the future. You can create a one-off or recurring payment (weekly, fortnightly, monthly, and quarterly), and you can make the payment via: 
 
 funds transfer (internal and external)
 Pay Anyone
 BPAY
 
 Scheduled payments can be processed out of the account at any time on the scheduled day, keep in mind transactions to another financial institution may take 1-2 business day to arrive, if made before the cut-off time on a business day (currently 7pm AEST/AEDT).


How can I retrieve my saved online application?

When you log into online banking, you will see links to your incomplete applications on the "My Summary" page. Choose the application you want to complete and follow the required steps. 
 
 Alternatively, you can also find your incomplete applications on the list of accounts under the "Accounts" page.


What is a sub-account?

A sub-account is a secondary account within a parent account, often used for expense tracking.
 ING does not offer sub-accounts, however, we do offer a range of different savings accounts with competitive interest rates and no ING fees.
 Multiple savings accounts can be set up under one account holder with the ability to name each of them individually.


What is the current daily cut-off time for making online withdrawals for an Orange Everyday?

Real-Time Payments via the New Payments Platform (NPP):
 
 Payments made using the NPP are generally available instantly in the receiving bank.
 You can confirm if your transaction was sent via the NPP by checking the clearance time displayed after making the transaction.
 BPAY Payments:
 
 The cut-off time for BPAY payments is 4:00 PM (AEST/AEDT) on business days.
 BPAY payments made before the cut-off time are typically considered received on the same business day by participating billers. Payments made after the cut-off time or on a non-business day will generally be considered received on the next business day.
 Withdrawals to Other Bank Accounts:
 
 The cut-off time for withdrawals to other bank accounts is 7:00 PM (AEST/AEDT, Sydney time) on business days.
 Withdrawals made before the cut-off time are generally transferred to the other bank account on the same business day. If made after the cut-off time or on a non-business day, the funds will typically be transferred on the second business day after the withdrawal is made.
 Payments to other ING accounts:
 
 The first time payment to a new ING account or one that you have paid to before but not saved in your address book for an amount over $1,000 will have a 12 hour minimum hold time. If a payment is sent before 7pm on a business day it will generally arrive the next business day morning.  


What if I dispute a transaction on my Visa Debit Card?

If you dispute a transaction on your Visa Card and have been unable to resolve it with the merchant, we may claim a refund - known as a 'chargeback' - from the merchant on your behalf.
 
 To tell us about the dispute, please complete the Visa Credit/Debit Card Dispute Transaction Form (download here: https://www.ing.com.au/pdf/Visa_CreditDebitCardDisputeTransactionForm.pdf)  and send it to us by the following methods:
 
 Mail to: ING Card Services, GPO Box 4094, Sydney NSW 2001.
 
 or
 
 Attach and email to: card.investigations.au@ing.com
 
 Please ensure you do this promptly as, depending on the transaction type, we need to process within 45 to 120 days from the transaction date to claim the chargeback.
 
 If you need to dispute an unauthorised transaction on your card (you have not given permission for the merchant to take the funds) you may need to call us to arrange a replacement card.


How long does it take to receive a Security Code?

You should receive the Security Code within a few seconds. Delays may occur if your mobile network is congested.


If ING increase/decrease the Personal Term Deposit rates, will they apply to my Personal Term Deposit?

No. If you have already opened a Personal Term Deposit, the interest rate will remain fixed for the duration of the term. The interest rate that applies to an ING Personal Term Deposit is the interest rate that is current on the date the Personal Term Deposit is opened.


Does ING offer a frequent flyer program?

ING does not offer a frequent flyer program.


What if my card has been compromised?

Please wait while we refer you to a live agent


Will ING make any changes to their rates?

We continually review our interest rates to make sure they remain competitive within the market place.  
 
 Our current interest rates are available here or visit our interest rate announcement page https://www.ing.com.au/rates-and-fees/interest-rate-announcement.html


How can I cancel or stop my Bank Cheque?

Please wait while we refer you to a live agent


How can I order a deposit book for my Savings Accelerator account?

If you would like to order a deposit book for your Savings Accelerator account, you can do this by sending us a Message via online banking.
 
 To send us a Message, simply log into online banking, go to "Messages" in the menu and follow the prompts.
  


I didn't receive the SMS or accidentally deleted it. Can I request another Security Code?

Yes, you can request up to three Security Codes per transaction.


Can I use my Orange Everyday Visa Debit Card to withdraw directly from the redraw on my Orange Advantage?

No. The Debit Card can only be used to access the funds in the Orange Everyday and not the funds available in redraw. Simply redraw funds from your Orange Advantage either online or on the mobile app to your Orange Everyday and then you can access these funds with your Debit Card.


Can I provide an international document to ING?

ING will consider all international documents submitted on a case by case basis. Generally, we accept the following documents submitted as an original or originally certified copy:
 
 Birth Certificate
 Marriage certificate
 Death Certificate
 Drivers licence
 Passport
 If the original document is in a language other than English, we will require a translated copy.


Can I link my existing ING personal products to my Orange Everyday?

Yes, simply log into online banking, select 'Manage Accounts' and 'Linked bank account'. Then follow the instructions to change your Linked Bank Account for each of your products to your Everyday account.
 
 Note: Each ING savings product can only have 1 linked bank account.


Can I transfer money from my Orange Everyday to my Orange One?

Yes, you can make extra repayments from any eligible ING account to your Orange One any time you like using the app or online banking.
 


Can I Retrieve my Online Application reference number?

Unfortunately if you did not keep your Application reference and application code, then you will need to reapply.


How do you calculate the interest on my Business Optimiser?

Your interest is calculated daily on the closing balance and added to your account at the end of each month, so you earn interest on your interest. The formula we use is:
 
 Daily closing balance x interest rate (as a percentage) / 365
 
 Please note, differences in interest month to month, when no transactions have occurred on your account, is due to the number of days in each month i.e. March has 31 days and April has 30 days, therefore one day less interest is accrued.


What is Google Pay?

Google Pay is the simple and secure way to pay with your Android phone using the NFC (Near Field Communication) feature on your phone.
 
 Being able to make payments with your phone means that you'll be able to have complete financial freedom in the palm of your hands. You'll be able to pay for things in a fast, easy and safe way - all while leaving your wallet at home!


How do I name my Savings Accelerator account?

If you wish to name your Savings Accelerator account e.g. "Holiday" or "Dream Home", you can easily do it online:
 
 Login to Online Banking
 Go to the account you wish to change the nickname on
 Select the pencil button next to the existing name


I have just completed an online application and I have been instructed to make a direct deposit from my linked bank, why cant you direct debit these funds for me?

By making the direct deposit to ING from your linked account, we can verify that the account details that you provided in your application are correct. When this has been confirmed you can then perform a direct debit from your linked account.


How much does it cost to have a security code?

Security Codes are a free service to make online banking even safer for you. ING will not charge you to receive a Security Code. You should check with your mobile phone provider to see if they charge you for receiving an SMS, particularly when you are outside Australia.


How do I find out if I am a tax resident of another country?

Different jurisdictions define tax residency in different ways - so it will depend on what country you are dealing with. There are some common criteria though.
 
 If you're an individual (or a Controlling Person) you may be considered a foreign tax resident if you have a substantial connection with another country (or treat it as your permanent home), or if you have personal and economic activities or interests overseas.
 
 When it comes to entities, tax residency will depend on where the entity (or its incorporation/organisation) is domiciled or effectively managed.
 
 That said, even a temporary stay overseas can affect your tax residency - and it's also possible for an individual or entity to be considered a tax resident in more than one jurisdiction. If you're a government official, diplomat or in the military, you will generally be a tax resident in your home jurisdiction - however it will always come down to local regimes.
 
 ING is not allowed to provide tax advice to help you determine your tax residency, so it's best to check specific conditions with the local government in the appropriate country or countries.


What is tax residency?

The definition of Tax Residency varies per country. ING is not responsible for determining a customers' Tax Residency and is not allowed to advise customers. It is the customer's responsibility to inform ING if they are a foreign tax resident. The general principles are as follows:
 
 For an individual, tax residency is typically the country where they are subject to tax, because of where they live, reside or are domiciled. In the case of the United States, it may also relate to the country in which a person was born and or is a citizen of.
 For an entity, tax residency is typically the country it is subject to tax, because of where it is incorporated, or is managed.
 In most cases, an individual or entity will have a single tax residency. However, multiple tax residencies are possible.
 
 The foreign tax residency information is mandatory for the following type of parties:
 
 Entities with the status Active NFE/ Active NFFE, Passive NFE/NFFE, Passive NFE (Undocumented), Professionally Managed Investment Entities in Non-Participating Jurisdictions.     
 Individuals and Controlling Persons with the status: Private Individual and Undocumented.
 If the customer does not comply or fails to respond to requests for information about their tax residency, ING must record the foreign tax residency based on CRS and FATCA indicia in ING's possession.


Can the Savings Accelerator be used for business purposes?

No. A Savings Accelerator must not be opened or operated for business, trade, superannuation, trustee purposes or on behalf of a deceased estate.
 If you wish to use an account for these purposes then it might be worth considering our Business Optimiser.


Is every single ATM in Australia free?

We don't have any ATMs. Not having branches or ATMs saves us money, that's why we don't charge you additional fees for using any of the ATMs in Australia.     Domestic and International ATM operators, may charge you fees to use their ATMs and if you’re using your ING card to withdraw cash from an ATM overseas then an ING international ATM withdrawal fee will also apply. However, each month that you are eligible, you can access rebates on:
 For Orange Everyday: The first 5 fee incurring ATM withdrawals (excludes International ATM operator fees)
 For Orange One:  Fees incurred for ATM withdrawals (excludes International ATM operator fees)


Can I use Verified by Visa from any computer?

Yes. You can use the Verified by Visa service from any computer with internet access.


What if a transaction has been processed twice?

Please wait while we refer you to a live agent


Can I get a chequebook for my Business Optimiser?

We do not provide cheque books for savings accounts. The Business Optimiser has been specifically designed to work together with your existing day-to-day bank account.
 
 You can use online, mobile or phone banking to transact on your account.


How is the Financial Claims Scheme limit applied?

The Financial Claims Scheme (FCS) limit of $250,000 applies to the sum of an account holder's deposits under the one banking license.
 
 Therefore, all deposits held by an account holder with a single banking institution must be added together towards the $250,000 FCS limit, and this includes accounts with any other banking businesses that the licenced banking institution may operate under a different trading name.
 
 ING is a business name of ING Bank (Australia) Limited ABN 24 000 893 292 and all accounts held with this institution that also satisfy the requirements of the Prudential standard are protected under the scheme.


What information will I need to setup a BPAY?

You will need to provide details such as; Biller Code, Biller Name, CRN (Customer Reference number), and amount.
 
 Additionally, you have the option to nickname the Biller and save into your address book for future use.
 
 To help track your payments some Billers use variable Customer Reference Numbers (CRNs).
 If you have a Biller with a variable CRN, we will only save the Biller Code.
 You will need to refer to your current bill when making a payment to ensure the correct CRN is entered.
 Note: The Biller code character limit is 10 digits or less.


What accounts do I need to use everyday round up?

If you are over 18 you need an Orange Everyday - single or joint account - and a Savings Maximiser, Orange Advantage or Mortgage Simplifier in your name.


Do I need a Security Code when using Phone Banking?

No, provided you are paying billers that are already in your Address Book. 
 
 If the biller is not currently in your Address Book, you can do this via online banking where you will be asked to use a security code.
 
 Log into Online banking
 Go to 'Transfer & pay'
 Select 'Address book'  
 Under the address book listing there is a button for;
 'New payee'
 'New BPAY Biller' 
 Enter the required details for the contact 
 Select 'save'
 You will be provided with the opportunity to review these details and change if necessary
 Once you have reviewed these details to ensure they are correct, you will be required to complete the SMS security code request. Click the 'Get SMS code' to receive a code. 
 Enter the code  
 Click 'Confirm'
 You will receive confirmation that the person or biller has successfully been added to your address book.


How to transfer between my accounts?

Tap PAY > Transfer between accounts 
 
 Select which ING account you want to transfer FROM and TO  
 
 Enter the Amount and Description 
 
 If you select When? – you can choose from the three options Now, Later, and Recurring 
 
 Tap Continue and review that the details are correct. Then, tap Transfer and you’re done! 


How to keep yourself safe from scams and fraud?

Scammers can be very convincing - they can pretend to be from your bank, the government, police, charities, financial advisors, international lotteries, travel agencies and service providers, like for your electricity, internet or phone. They can contact you using emails, phone calls or text messages and try to get personal information about you that they can use to access your accounts.


What do I do if I suspect I have been scammed?

Please wait while we refer you to a live agent


I’ve received a SMS notification that a stop has been placed on my account. What should I do?

Please wait while we refer you to a live agent


I’ve received a SMS notification that a hold has been placed on my card. What should I do?



How do I identify this transaction?


 Select your account
 Tap on the transaction to view the transaction details


How do I know which Savings Maximiser account is nominated to receive the highest variable rate?

You can check which of your Savings Maximiser accounts is nominated to receive the highest variable interest rate (if eligible) in online banking. 
 
 Simply log in at ing.com.au, go to My Accounts and you can view and edit the nominated account in the Bonus Interest section. 


How can I opt out of ING Pocket Perks?

You can opt out of receiving personalised ING Pocket Perks offers, or communications about them, by opting out of receiving marketing from ING. 
 
 However, ING Pocket Perks will continue to operate on your account and you will receive cashback if you happen to qualify for an offer that is available to you.
 
 You’ll still be able to access ING Pocket Perks offers in the ING app, but any offers available to you will be generic and not personalised to you based on how you use your card.


What is the New Payments Platform?

The New Payments Platform (NPP) is a major industry initiative to develop new infrastructure for Australian payments. It provides Australian consumers, businesses and government faster, simpler, smarter payments through a fast, versatile, data-rich payments system. NPP has changed the way Australians pay and transfer funds. It is an innovative payment service which allows all Australians to make and receive faster and flexible payments via any participating financial institution. Rather than waiting hours or days for a payment from someone who owes you money, and happens to use a different bank, money can now be moved in real-time with close to immediate funds availability. The service could be used when paying at a group dinner, socialising, or even paying a freelancer on the spot.


Why do I need a PayID?

There are a number of benefits to using a PayID, including:
 
 PayID makes payments an intuitive experience in keeping with the way we live life today, and does it in a way that is safe and secure.
 Greater convenience as you can provide Payers with details which are easy to remember such as an email address or mobile number.
 Greater peace of mind as you no longer have to provide your financial account information, such as BSB and account number to Payers in order to receive payments.
 Services that use PayID may display a PayID Name before you send a payment as an additional level of confirmation that you are sending money to the right person.
 Ability to maintain and transfer your PayID if you change Financial Institutions.


How can I set up a PayTo payment agreement?

You can set up a PayTo payment agreement with your merchant. Once you’ve given them your Orange Everyday PayID or BSB and account number, they will send you a PayTo payment agreement which you can review and authorise in ING Online Banking or ING app.


What is a SWIFT?

SWIFT stands for Society for Worldwide Interbank Financial Telecommunications.
 
 Basically, it's a computer network that connects over 900 banks around the world enabling them to transfer money. ING is part of this network.
 
 There is no fee for accepting deposits into your account with ING. However, due to ING not holding a "dealing authorisation" for foreign exchange, we are unable to accept funds in foreign currency directly from another country.
 
 To receive foreign currency funds from overseas, the funds require going through an intermediary/ corresponding bank within Australia.
 
 ING has no control on which bank the funds may go through and any fees that may be charged. Some banks charge a flat rate, some a percentage.
 
 IMPORTANT
 
 Domestic SWIFTs from an Australian Bank can be accepted into Savings Maximiser, Savings Accelerator, Business Optimiser, Orange Everyday and Home Loan accounts
 International SWIFTs can only be accepted into Orange Everyday, Savings Maximiser or Home Loan accounts. SWIFTs received into any other product will be rejected which may result in exchange rate differences when returned to the sending bank.
 Arranging a SWIFT
 To get funds deposited into your ING Orange Everyday, Savings Maximiser or Home Loan from an international bank using SWIFT, you'll need to provide the following:
 
 SWIFT code: INGBAU2S
 Currency: $AUD
 BSB: 923-100
 Bank Name: ING
 Beneficiary Account Number: this is your account number (Orange Everyday, Savings Maximiser and Home Loan accounts only)
 Beneficiary FULL Account Name: this is your name (FULL first and FULL surname of all account holders)
 Beneficiary Residential or Mailing Address as held with ING.
 Sender’s FULL name - (FULL first and FULL surname of all account holders)
 Sender’s Residential or Mailing address
 Branch Address: Sydney or 60 Margaret Street, Sydney, NSW, 2000
 If the bank asks for the 'Clearing code', this is equivalent to the BSB (923-100).
 
 Clearance Times
 Depending on intermediary banks, weekends and time zones, please allow 2-5 days for funds to reach your ING account.


How do I get my account balance?

Your balance is appearing on the main screen. You can manage how your accounts are displayed by clicking on the menu button in the top left hand corner.


What fees do you charge on an Orange Everyday account?

We get a lot of satisfaction from delivering better offers in banking. So we're happy we can offer you everyday banking without any monthly account keeping fees, as well as no ING fees on everyday transactions.
 
 For not-so-everyday transactions, please see the Everyday Banking Fees and Limits schedule https://www.ing.com.au/pdf/Orange_Everyday_Fees_and_Limits_Schedule.pdf


What is Bank@post?

Bank@Post™ is an agency banking service offered at over 3300 on-line Australia Post outlets. It allows customers to use their credit or debit cards at the post office to undertake a variety of financial transactions with participating banks and other financial institutions, including:
 
 deposits and withdrawals
 account balance enquiries
 payments for credit card bills


What are the withdrawal limits on an Orange Everyday account?

Please visit our Everyday Banking Fees and limits schedule for daily withdrawal limits https://www.ing.com.au/pdf/Orange_Everyday_Fees_and_Limits_Schedule.pdf


I may qualify for financial support, what should I do?

At ING we understand that anyone or any business may experience difficulties coping with financial commitments due to unforeseen circumstances. For example, a loss of employment, a relationship breakdown, illness or injury may cause you to struggle with your repayments. 
 
 Our Financial Support Team will try to help you find a suitable solution to manage your repayments whilst you get back on your feet.
 
 To apply for financial support, complete the Request for Financial Support form (which explains what supporting documentation is required): https://www.ing.com.au/help-and-support/tips-hints-guides/financial-hardship.html
 
 or
 
 Call our Financial Support Team on 1300 349 166 Monday to Friday 8.45am to 5.00pm (EST).