Why haven't I received the email about identification?

Sometimes emails from ICS end up in the spam folder. Therefore, always check your spam folder. The email comes from noreply@internet.icscards.nl

Why do I need to identify myself?

The Anti-Money Laundering and Anti-Terrorist Financing Act (Wwft) obliges us to know and verify the identity of all our customers. This helps us to 'surface' those who do not use the financial system in the way intended for this purpose. In this way we fight crime and together we ensure a safer society.

We therefore ask you to identify yourself when you become a customer with us. In some cases, we may ask you to identify yourself again, even if you have done so before.

Read more about the Money Laundering and Terrorist Financing (Prevention) Act (Wwft).

What do we use the photo of your identity document for?

We use the photo of your identity document for identification and to check your details. We then store your identity document. We handle the photos that you take for the online identification and the other data that you share with us with care. You can read more about this in our Privacy Statement.

Can I hide my Citizen Service Number (BSN)?

Under the Wwft you are not required to share your Citizen Service Number (Burgerservicenummer/BSN) with us. You can hide your BSN during the identification if you want to. In that case, use your driving license as the identity document for identification and stick a thin strip of paper or something similar over the BSN. Make sure that the rest of the identity document is clearly visible. 
If you use a passport or identity card, you cannot hide the BSN during the identification. This is because the BSN is part of a longer code on these identity documents that we need in order to be able to check that the identity document is authentic. This is not the case with a driving license, and the authenticity check can be done with a hidden BSN.

• The General State Taxes Act (Algemene wet inzake rijksbelastingen) requires us to share information about balance, loans and interest received and paid relating to the Main Cardholders with the Tax & Customs Administration. We are required to use the BSN during this process.
• The BSN is required for De Nederlandsche Bank's deposit guarantee system.  
• As a bank, ICS is obliged to store a copy of your full identity document. You can find more information about this on the Rijksoverheid (Dutch Government) website . If you hide your BSN during the identification and we do not yet have a full copy of your identity document, we may ask you for this at a later time.

You can find more information about using the BSN carefully at www.autoriteitpersoonsgegevens.nl .

Why has my identification failed?

There are various possible reasons for this. The following causes are the most common:

• The quality of the photo you took of your proof of identity was not good enough.
• Your proof of identity has expired.
• You took a photo of your proof of identity displayed on a screen.
• You placed your proof of identity on your smartphone's or tablet's case while you took the photo. This makes our system think that you took a photo of a screen.
• You took a photo of a copy of your proof of identity.
• You did not use valid proof of identity.
  Valid proof of identity means a Dutch driving license, a European identity card or passport.

I've received an email about identification. How do I know that this is not fraud or 'phishing'?

Good to know that you are vigilant. Always check that the sender's address is correct. For our email about identification this is noreply@internet.icscards.nl. You can identify scam emails as follows:

• The e-mail is usually not personalised: it opens with 'dear customer', or 'dear Sir/Madam'
• The e-mail asks you to act quickly
• you are threatened with consequences such as your credit card being blocked
• The e-mail also contains a link that takes you to a fake website
• Your mail provider or spam filter will usually already indicate that the e-mail is spam

What can I do to secure my data?

• Make sure that your device has the most recent version of the OS (operating system), the browser and other software. You can do this by getting the latest updates in the App Store or GooglePlay Store. You can also install the latest software update using your phone's settings. 
• Do not use any unknown (secure or open) Wi-Fi networks. 
• Preferably use your phone's mobile data connection rather than Wi-Fi. 
• Only download apps from the official app store for your device.

Also take a look at these tips from Consumentenbond (Dutch Consumers Association).

How will you store my identification?

The photo you take of your ID, which we keep, will be watermarked. To ensure the document can only be used for your ICS identification.

The watermark looks like this:

How long will you store my identification?

We will store the photo of your identity document in our systems for as long as you are a customer with us. After that, we will store the photos for another 7 years. That is because we - like other companies - are required to retain our records for 7 years. You can find more information about how we handle your data in our Privacy Statement.

What identity document can I use to identify myself with?

You can do this with the following identity documents:

• Dutch driving licence
• European identity card
• Passport

For all identity documents it is important that they must be valid on the day of identification. They do not need to be valid beyond that date.

How is the photo taken?

• Use the camera on the back of your smartphone or tablet.
• Point the camera at your identity document and make sure that it falls within the frame.
• As soon as the identity document falls within the frame, the photo will be taken automatically.
• If you are identifying yourself with a European identity card or your Dutch driving license, take a photo of the front and back.
• If you are identifying yourself with your passport, take a photo of the page that includes your photo.
• Make sure that you are taking a photo of an original identity document. A photo of a copy of the identity document will not be approved. 

Tips for taking a good photo

• Place your ID on a dark surface. This prevents mirroring.
• Take the photo straight above your ID.
• Hold your mobile phone or tablet's camera steady for a sharp photo.
• Do you identify yourself with a driving license or identity card? Don't forget to take a photo from the back.
• Please make sure your ID is clearly visible and your hand does not cover part of it.

Which operating system must my smartphone or tablet have?

Identification works with the following operating systems :

• iOS 12.5.5+
• Android 4.1+

What if the app crashes?

It usually helps to close and reopen the app. If this doesn't work, delete the app, and download it again. Or call us on +31 (0) 20 – 6 600 666 between 8.00 and 18.00 on weekdays.