Frequently Asked Questions.

No, there will be no changes to online banking.

Yes, you can keep using the legacy ING App.

However, we expect the legacy ING App to be decommissioned in 2026. We encourage you to familiarise yourself with the new ING App so that your mobile banking experience is not affected.

If you are having trouble logging in, please try the following steps:

1. We are rolling out the new ING App in phases. Double check that you have been invited via email or the Legacy ING app.
2. Ensure your login details are correct.
3. Try deleting and reinstalling the app.
4. If the problem persists and the action is urgent, you can access your account through the Legacy ING app or online banking.

We’d love to hear from you – just head to the feedback section in the app.

To raise a formal complaint:
Click here for all of the information you need.
Click here to see ING’s Complaints Policy.

We are introducing a 5-digit PIN to the new ING app to help keep your account even more secure. It is specifically 5 digits to avoid common numbers like postcode or date of birth.

It’s a small change that adds a layer of protection – helping to keep your banking safe.

No, the 5-digit mobile PIN is different from the access code. The pilot app requires you to set up a 5-digit PIN during registration, which is specific to each device. The access code is still required to log in to Online Banking and serves as an additional security feature of the new app if you forget your mobile PIN.

You can update your mobile PIN by:

1. Logging into your new ING app
2. Tapping ‘More’ > ‘Settings’
3. Selecting ‘Change my app code’ and follow the on-screen instructions

If you need to update your mobile number call us on 133 464. If you are overseas, please call +61 2 9028 4077 (call costs apply). Alternatively, visit our Contact Us page to view our free call numbers available from selected countries.

To use the new mobile app, your device must be either iOS or Android.

For iOS, your iPhone needs to have iOS 16 or above (check your operating system details in ‘Settings’).

For Android, any device running Android 11 or above is supported (check your operating system details in ‘Settings’ > About Phone > Software Information).

Yes, saved payees and payment history stay in sync across both apps, so you can switch between them without missing a beat.

Currently, the new ING app is ready for use for our Orange Everyday, Savings Maximiser and Savings Accelerator customers – with the exception of a few functionalities (see them here). Personal Loans and Term Deposits accounts are visible, but you will not be able to interact with them.

For viewing your other accounts, please log into Online Banking or the legacy ING App.

Just as secure as the Legacy ING app. We’ve built the new app with the same strong security foundations you already trust—and we’re continuing to add even more features to help protect you from scams and fraud.

Your safety is our top priority, and we’re always working behind the scenes to stay one step ahead.

Don’t worry – this doesn’t affect the money in your account in any way. As the new app is built on different technology, there is no integration between account names on the legacy ING app and the new ING app. You’ll need to update the account names in both apps if you wish to do this.

The new ING App currently does not have the message functionality as we’re working on something even better – stay tuned! For now, visit our Contact Us page for alternative ways to contact us.

We’ll be progressively rolling out new features, we’ll notify you as we go.

Please note that there are some functionalities that are not available in the new ING App yet (see them here).

If the action is urgent, you can perform the action either on the Legacy ING app or on online banking.

For quick answers take a look at our how-to guides. Alternatively, visit our Contact Us page for ways to get in touch. Let us know that you need help on the New ING App.

This functionality is not yet available in the new ING app as we are working on it. You can still view your offers in the legacy ING app.

Yes, you can. Apple lets you update the email address linked to your Apple ID. For detailed instructions, head to the Apple website and search ‘Change your Apple Account primary email address’. ING staff are unfortunately not able to assist with this step as it is done through Apple.

ING staff are unfortunately not able to assist with these details so we have provided links to assist below.

• To locate or change your Apple ID details click here (you will be taken to an external site for Apple Support)
• For assistance with Android click here (you will be taken to an external site by Google Account help)

Ensure you have an up-to-date Australian mobile phone number on file with ING. If you need to update your mobile number call us on 133 464. If you are overseas, please call +61 2 9028 4077 (call costs apply). Alternatively, visit our Contact Us page to view our free call numbers available from selected countries.

You’ll need to be registered to receive ING SMS security codes (most customers will have this enabled. If you don’t you can do this in secure banking > ‘My profile’ > ‘Security codes’).