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.

You can provide any feedback via the Orange Underground portal.

Click here to enter your feedback into the portal.

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.

Currently, there isn’t an option to change your Mobile PIN directly within the pilot app, it’s coming soon. To change your PIN, you’ll need to uninstall and reinstall the pilot app – and reregister with a new Mobile Pin. We apologise for the inconvenience.

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 15 or above. For Android, any device running Android 8 or above is supported.

Yes, all your important details like saved payees and payment history stay in sync across both apps, so you can switch between them without missing a beat. No need to update things twice!

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.

For now, there is a temporary limit of $2000 for transfers including pay anyone, internal transfers and BPAY. If you need to transfer more than $2000, please use the legacy ING app. This feature to change your payment limit will be available in a future pilot release.

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.

We will contact you to let you know that the pilot has ended. To ensure you’re getting the best experience from the new ING App, you may need to manually update the app. You might have to download the new ING app.

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.

If you are happy to wait, please contact the ING team on futureofmobile@ing.com with your question.

You can also log it in as feedback or a bug here.

For quick answers take a look around this website or contact the ING staff member who invited you to the pilot. You can also send an email to the ING future of mobile support team at futureofmobile@ing.com with your question and they will respond within 1 business day.

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)

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

For iOS, your iPhone needs to have iOS 15 or above (check your operating system details in ‘Settings’).

For Android, any device running Android 8 or above is supported (check your operating system details in ‘Settings’ > About Phone > Software Information).

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’).