EXTRA
FREQUENTLY ASKED QUESTIONS
| Which banks offer iDEAL? iDEAL is available to consumers who are online banking customers of ABN AMRO, ASN Bank, Friesland Bank, ING, Knab, Rabobank, RegioBank, SNS Bank, Triodos Bank or Van Lanschot Bankiers. Consumers who already have online banking can start using iDEAL right away. |  |
| Is iDEAL only intended for use in the Netherlands or can it also be used in other countries? If a foreign merchant offers iDEAL as a payment method on his website, you can pay your online purchases with iDEAL. | |
| Can I start using iDEAL to make payments straight away? If you already have access to online banking with one of the participating banks you can automatically pay using iDEAL. You don’t have to register separately for iDEAL at all. | |
| I have an online banking account with ING but can’t yet use iDEAL. The payment function in MijnING.nl has not yet been activated. If you have access to MijnING.nl and your payment function has been activated you will automatically be able to pay using iDEAL. To activate the payment function, contact ING. | |
| If I use iDEAL, will I still be able to use other payment methods such as credit cards or Acceptgiro? iDEAL is offered by banks to online merchants. It is up to the merchant what payment methods you can use. If an online store offers other payment options besides iDEAL, you are free to choose which method you want to use. | |
| Why do I see a strange name on my bank statement? When you have made an online purchase you expect that the name of the merchant appears on your bank statement. Because this is the party to whom you paid the money to.
However, possibly a merchant has outsourced the collecting of payments to a third party. Such a party is called a Collecting Payment Service Provider (CPSP). The name of this CPSP is listed on your bank settlement account. For you this makes no difference. Your payment will reach the merchant via the CPSP. | |
| Say I’ve found something I want to buy on Marktplaats.nl. Can I use iDEAL to pay other people? No, iDEAL can only be used for online payments between consumers and businesses or institutions. | |
| Do I have to register first in order to pay using iDEAL? No, if you already have access to online banking with one of the participating banks you can automatically pay using iDEAL. You don’t have to register separately for iDEAL at all. | |
| Do I need to credit a wallet prior to paying using iDEAL? No, paying with iDEAL is the same as making any other online banking payment. As soon as you authorise the payment, the bank account you selected is debited for the amount concerned. | |
| Is iDEAL absolutely secure? iDEAL is based on online banking and uses the same security techniques. This means that iDEAL is as secure as online banking. | |
| Is iDEAL supported by all web browsers? iDEAL is supported by all browsers which are also supported by online banking. That obviously includes the popular browsers such as Internet Explorer and Firefox. If you are encountering problems with iDEAL in combination with the browser you use, we recommend that you contact your bank’s online banking helpdesk. | |
| Can I pay with iDEAL on a mobile phone or a tablet? Some banks have developed special versions of iDEAL to enable payments from a mobile device. This can for instance be a mobile phone with an Internet connection (a smartphone) or a tablet (such as the iPad). Please read our explanation on mobile payments via iDEAL for consumers. | |
| How do I check the reliability of an online store? In order to check the reliability of online stores, Currence refers consumers to the online shop scan on www.consuwijzer.nl of the Consumer Authority. Additionally you can read experiences of other consumers on webshops on e.g.sites such as www.kieskeurig.nl Additionally you can also use google to check what is said about a shop on the Internet. Finally, if something is too good to be true, this usually is the case. | |
| When I make a payment, how do I know for certain that I have paid? When you pay online using iDEAL you will receive a payment confirmation from your bank after you have authorised the payment. The amount concerned will also have been taken from your account on making the payment, which you will be able to see by looking at the account details. When you have completed the payment you can simply log on to your bank, bring up your account details and you will see the payment there. | |
| When I make a payment, how do I know for certain that the web store has received the payment? A message is automatically sent to the online store reporting the payment status, which tells the store whether the transaction has been successful. | |
| Is it possible to reverse an iDEAL payment? Payments made using iDEAL cannot be reversed. As part of the payment process, you are specifically requested to authorise payment. On your initiative the payment cannot be cancelled by your bank once you have clicked the button to make the payment. If you want to cancel your online purchase, relevant legal possibilities apply. | |
| Who can I contact if I have problems with the service or delivery by an online shop after a purchase payed with iDEAL? If you have a complaint about an order, for example enquire when you can expect delivery, you should contact the online store where you placed the order in an attempt to resolve the matter. If you can not sort the matter out with the store concerned, you can use the Thuiswinkel.org complaint form to report your complaint, provided the merchant is a member of Thuiswinkel.org. In addition Currence refers you to the website of ConsuWijzer of the Netherlands Consumer Authority for practical advice on your rights when shopping online. If you have a complaint about a merchant you can also submit the complaint form on this website. If there appears to be a form of fraud this can be reported online to the police via the complaints desk Internet fraud. | |
| What if an online store says it has not received my payment? What should I do? If your bank statement shows that the payment has been made, but the merchant states that he has not received your payment, the online store concerned will need to contact its bank. For this the merchant needs the details of your 16-digit iDEAL transaction ID presented in your statement and the date and time of payment. This information can be found in the description field of the payment concerned. If you can not sort the matter out with the store concerned, please contact your bank. Your bank is able to look into the matter and determine where the mistake was made: at the merchant, with your bank or the merchant’s bank (or CPSPs’ bank). Please note that you will have the iDEAL transaction number (16 digits) available. With this number your bank will be able to trace your payment. | |
| During my iDEAL payment I received an error message. Unfortunately, the amount to be paid was debited from my account, but the merchant did not receive my payment. What shall I do? Please contact your bank. Your bank can help you in finding out what caused this error message: at the merchant's website or in the link between your bank and the merchant's bank (or the bank of the Collecting Payment Service Provider (CPSP) – this is when a merchant subcontracts the settlement of iDEAL payments to a third party). | |
| During my iDEAL payment, I received an error message. After this I retried another iDEAL payment. Now the amount has been debited twice from my account. What shall I do? Please contact the merchant. The merchant can verify whether they received double payment, you can request the merchant to refund the amount.
In case the merchant did not receive any payment, please contact your bank. Your bank can help you in finding out what caused this error message: at the merchant's website or in the link between your bank and the merchant's bank (or the bank of the Collecting Payment Service Provider (CPSP) – this is when a merchant subcontracts the settlement of iDEAL payments to a third party). | |
| Where can I get answers to other questions about my iDEAL payment? For questions concerning a specific iDEAL payment, you should contact your own bank.
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