Support

For any reimbursement request, please contact our Customer Support Desk by email only at questions@luxtrust.lu.

To equip you with a LuxTrust certificate or product, we need to identify you in person (or equivalent). In case you do not have the possibility to come at our premises, you can order a product either through video identification or using notary certified documents with apostille (of the Hague).

Order a product via video identification

Two products are currently available through a video identification process:

• digital identity for personal use associated with the LuxTrust App - order here.
• digital identity for professional use associated with the LuxTrust SmartCard - order here.

Please make sure you meet the eligibility criteria for a video identification process before ordering.

Order a product using notary certified documents with apostille

Getting identified by a notary, in accordance with the Hague Convention of 5 October 1961, is an alternative to face-to-face or video identification.

In case you opt for this type of identification, you need to provide us a copy of your identity card or passport, duly certified by a notary. This copy must bear an apostille and must be legible according to the standards applicable to Luxembourg (alphabet, language, etc.).

Then, please send it by mail along with your printed order file to:

House of Entrepreneurship
One Stop Shop - cellule LuxTrust
14, rue Erasme
L-1468 Luxembourg
B.P. 305, L-1030 Luxembourg
Phone: 42 39 39 – 341
Fax: 43 83 26
E-mail: luxtrust@cc.lu
Opening hours: only by appointment

To get through a video identification process, you need:

• a smartphone (supporting at least iOS 12 or Android 6) with microphone and good camera functionalities
• the same valid ID document you used during the ordering process
• your VideoID code received during the ordering process
• a good Internet connection and phone signal
• to be alone, in a quiet and calm place

If the video identification process was successful and your identity has been validated, you will receive your LuxTrust codes by SMS within 24 hours after your video session.

You can check the exact expiration date of your LuxTrust certificate at any time by logging into your MyLuxTrust area in the Test my certificate section.

LuxTrust provides you with a multitude of options to benefit from a trusted digital identity. Most of our partners support all our devices, but some of them may have specific requirements.  

In order to find the product that best fits your needs, take a few moments and ask yourself the following questions: 

• Do I need a device for professional or personal use?
• For what type of operations will I use it? Is it for registering for VAT, filling my taxes, connecting to my bank or something else?
• Does my provider support the device or product I chose?
• Can I come to LuxTrust’s office in Luxembourg to get identified?

You can also check here the list of devices accepted by each of our partners.

If you were unable to complete your video identification session due to technical reasons, please contact our Customer Support Desk at +(352) 24 550 550 or by email at questions@luxtrust.lu. We can then either help you restart the process or refund you.

If the session was not validated because your ID document was not compliant or valid, no reimbursement is possible.

The certificate, to which your device is linked, is valid for three years. We will inform and invite you to renew your certificate when it is about to expire.

If your VideoID activation code is still valid, the system allows you to start again the process.

If your code has expired, please contact our Customer Support Desk at +(352) 24 550 550 or by email at questions@luxtrust.lu.

If you reach the point when you have to speak with an operator and you receive the following message “Please wait, an operator will answer as soon as possible”, it will usually take a few more minutes until you can speak with one. If you can no longer wait, please resume the session at a more convenient time.

If, after several attempts, you could not still get in touch with an operator, please contact our Customer Support Desk at +(352) 24 550 550 or by email at questions@luxtrust.lu.

To be eligible for video identification process, you must:

• Be over 18 years old
• Have valid and accepted ID document (preferably passport) - see the list of accepted documents by country
• Have a smartphone or tablet running on at least iOS 12 or Android 6

You are not eligible? Then, you will need to get identified in person. 

If you order digital identity products (Token, Smartcard, app, Signing Stick), you can pay by credit card (MasterCard or Visa) or use a voucher provided by your employer or bank.

If you order an SSL certificate, you can also pay by bank transfer.

Please check the activation guide available here.

To start using your LuxTrust product, you must first activate it on our website. Go to your MyLuxTrust area under My certificate > Activate. You will need your device and your LuxTrust codes (received by SMS or mail) and follow the instructions.

If you do not activate your product within 60 days after the order, it will become automatically and irreversibly unusable. You will then have to order a new one at your own expense.

When you connect to one of our partners’ websites, you have the possibility to choose from several LuxTrust devices.

1. Select the LuxTrust SmartCard.
2. Make sure you have inserted it into the card reader that is connected to your computer.
3. Insert your PIN.

Before you use for the first time the SmartCard, you need to download and install the LuxTrust Middleware on your computer. For more information, click here.

There are three ways to use LuxTrust app to log in or perform online transactions.

App2App mode

Once set up within your banking app, the LuxTrust app can automatically exchange with it so that you do no longer need to enter a one-time password (OTP). Simply confirm or cancel the transaction. Each banking app is different, so you need to check with your bank how to enable this feature.

Scan the QR code (mosaic image)

When connecting to a website using a computer or tablet:

1. Select the LuxTrust app from the displayed devices.
2. Enter your UserID and password.
3. Launch the LuxTrust app on your smartphone.
4. Tap on Scan.
5. Aim the QR code with your phone’s camera.
6. The camera will decrypt the image and then generate a one-time password (OTP) that you will be able to enter in the field provided for this purpose on the website.

Push notification

The partner websites that have enabled this feature will automatically send you a notification in the LuxTrust app asking you to confirm or cancel the specific operation. You can also find it under “Pending transactions”.

When you connect to one of our partners’ websites, you have the possibility to choose from several LuxTrust devices.

1. Select the LuxTrust Scan.
2. Enter your UserID and password.
3. Turn on the LuxTrust Scan by pressing its top right button.
4. Aim for the QR code displayed on the website.
5. Enter the code (called one-time password - OTP) displayed on the screen in the field provided for this purpose on the website.

When you connect to one of our partners’ websites, you have the possibility to choose from several LuxTrust devices. 

1. Select the LuxTrust Signing Stick.
2. Make sure you have inserted it into a USB port on your computer.
3. Enter your PIN.

Before you use for the first time the Signing Stick, you need to download and install the LuxTrust Middleware on your computer. For more information, click here.

When you connect to one of our partners’ websites, you have the possibility to choose from several LuxTrust devices.

1. Select the LuxTrust Token.
2. Enter your UserID and password.
3. Press the Token button to display the 6-digit OTP code.
4. Enter the OTP code displayed on the screen in the field provided for this purpose on the website.

Your LuxTrust digital identity gives you access to a set of online services and belongs to you. You can therefore keep your LuxTrust product and continue to use it if your new bank is among our partners.

As it contains a battery, the Token cannot be disposed of it in a normal waste bin. A collection project is set up to provide appropriate recycling solution/s. More information is available here. 

The activation code is a 5-digit code. You have set it during the ordering process. We had advised you to use the last 5 characters of your identity card or passport number.

Click here to check the list of our partners and authorised applications.

Unfortunately, it is not yet possible to change or upgrade your private certificate into a professional one.

If you need a professional certificate, you can order one here.

For the time being, contact our Customer Service Desk at (+352) 24 550 550 to update your data.

If you already have a LuxTrust Token or the LuxTrust app, you can associate a LuxTrust Scan to your certificate.

• If you are equipped with the LuxTrust app, go to your MyLuxTrust area under Manage my products and click on Add a device to associate your LuxTrust Scan.
• If you only have a Token, call our Customer Service Desk at (+352) 24 550 550.

Once your Scan is linked to your LuxTrust certificate, you can handle it using the UserID and password of your Token or LuxTrust app.

For information, the Scan cannot be associated with a certificate linked to a SmartCard or a Signing Stick.

• If you have a Token, Scan or the LuxTrust app, go to your MyLuxTrust area in Change my password.
   
• If you have a Smartcard or Signing Stick, you will need letter received by mail during your order which contains your initial codes (PIN, PUK and Challenge). Then follow the instructions according to the operating system of your computer: Windows, Mac or Ubuntu.

You can enhance your security by regularly changing your password or PIN code.

If you want to temporarily disable access to one of your LuxTrust products (for example, in the event of theft or loss), there are 2 available options:

1. If you already have a second device linked to your certificate
   Go to your MyLuxTrust area in Manage my products section and proceed to the deactivation of your product of choice.
    
2. If you have no other device linked to your certificate
   Call our Customer Service Desk at (+352) 24 550 550. After identifying you, our agent will give you a security code to connect to your MyLuxTrust area.

To change your secret image, go to your MyLuxTrust area on our website and click on Change my secret image.

You will get to see your secret image every time you use your LuxTrust Token, SmartCard, Signing Stick or your Luxembourgish eID card.

Only if you have a LuxTrust SmartCard or Signing Stick, you have to activate it after each certificate renewal. To proceed, go to your MyLuxTrust area in My Certificate section and click on Activate.

If you have lost your LuxTrust product or if you wish to make it unusable for a short period of time, you can choose to suspend it. You will be able to reactivate it within 30 days. After this period, your certificate will be automatically revoked and unusable. You will then have to order a new one at your expense.

To suspend your certificate, go to your MyLuxTrust area in Suspend my certificate section.

If you no longer have your initial codes, contact our Customer Service Desk at (+352) 24 550 550 at any time.

In order to replace your LuxTrust Scan, please contact your bank. It will inform you on the steps to take.

If you no longer want to use your LuxTrust certificate, it is best to revoke it so that no one else can use it. Revocation is an irreversible action and your certificate cannot be reactivated.

You can revoke your certificate in your MyLuxTrust area, under Revoke, or by calling our Customer Service Desk at + (352) 24 550 550 (available 24/7).

You can also go to one of our Registration Authorities. In order to ensure the legitimacy of your request, the agent will have to identify you and ask you to show an official identity document (ID card, passport or Luxembourgish residence card).

In a professional context, if you are a "Certificate administrator", you can request the revocation of a certificate issued on behalf of your organisation without the prior approval of the certificate user. You can send you revocation request signed electronically with your "Administrator" certificate to questions@luxtrust.lu.

If you have forgotten the password for your Token, Scan or LuxTrust app, you can reset it in your My LuxTrust area, under Forgotten password. The system will either send you an SMS or ask for your initial codes if we do not have your mobile phone number.

If your account is blocked or you no longer have your initial codes, contact our Customer Service Desk at (+352) 24 550 550.

If you have forgotten your PIN code, find the letter received by mail during your order which contains your initial codes (PIN, PUK and Challenge). Then follow the instructions corresponding to the operating system of your computer: Windows, Mac or Ubuntu.

If you no longer find your initial codes, contact our Customer Service Desk at (+352) 24 550 550.

If your certificate has expired, you can renew it in your MyLuxTrust area in Expired certificate. This will allow you to order a new certificate while retaining your access and identifiers (SSN number, User ID and password).

If you no longer have your initial codes or your certificate has expired for more than 3 months, contact our Customer Service Desk at (+352) 24 550 550 or by email at questions@luxtrust.lu.

• If you have a LuxTrust Token, Scan and the LuxTrust app, you can keep your device as well as your credentials (User ID and password).
• If you have a SmartCard or Signing Stick, we will send you by post a new device and new codes. You will then have to activate the new product and set a new PIN code.

The LuxTrust certificate is valid for 3 years. Before it expires, we will inform you by email. Then, you can renew it in your MyLuxTrust area in Renew my certificate section. This will allow you to order a new certificate while retaining your access.

• If you have a LuxTrust Token, Scan and the LuxTrust app, you can keep your device as well as your credentials (User ID and password).
   
• If you have a SmartCard or Signing Stick, we will send you by post a new device and new codes. You will then have to activate the new product and set a new PIN code.

You received the LuxTrust initial codes either by SMS or by post after your order.

In case you can no longer find them, please contact our Customer Support Desk at (+353) 24 550 550 or your bank agency.

Revocation is an irreversible action.

If you need a LuxTrust certificate, you have to order a new one via our website or your bank.

For the moment, the LuxTrust app can be associated to only one certificate (either a digital identity for private use or a digital identity for professional use).

Our Smartcard and Signing Stick cannot be associated with LuxTrust app.

It is possible to install the LuxTrust app linked to your certificate on a second smartphone.

If you have more than two smartphones associated with your LuxTrust digital identity, the LuxTrust app will ask that you delete one. Remember to define the name of your device when activating the application to ease your task.

You can use your LuxTrust app for all your online purchases. To choose this option, you just have to go in your e-banking space.

At any time, you can enable or disable the backup feature in the “Security” menu of the LuxTrust Mobile app.

Please check the activation guide available here.

Please check the activation guide available here.

When you back up your LuxTrust Mobile app, an encrypted secured file is saved on your smartphone’s operating system for identification purposes. It contains a recovery “safety code” to safeguard the data.

Having a backup allows you to restore your LuxTrust Mobile App more easily if you switch smartphones or encounter any unexpected issues (for example, a technical problem or the loss or theft of your phone).

To use this feature, the cloud save must be enabled on your smartphone. You can also do a manual save with iTunes or equivalent.

The recovery “safety code” is not shared with anyone but it is kept in a secure place (file). This file is saved by a third party (your mobile operating system, e.g. Android, iOS or equivalent) but it is under your control.

You can choose the backup modalities in the settings of your phone: manual backup, cloud, etc.

You can enable or disable the backup feature in the “Security” menu of the LuxTrust mobile app.

For assistance, please contact our Customer Care by phone at +352 24 550 550 or via e-mail at: questions@luxtrust.lu.

We advise you:

1. to create a back up of your LuxTrust Mobile app. This will allow you to easily restore your app if you switch devices or face technical issues.
2. to keep safe your  Scan. It may serve as a backup solution in case your phone gets lost or stolen.

It is necessary to activate the backup feature to continue using the LuxTrust Mobile app. It can then be disabled.

LuxTrust implements appropriate state-of-the-art technical and organisational measures to protect its users’ personal data.

As the backup of the LuxTrust Mobile app is saved by your mobile operating system, we highly recommend securing it with multi-factor authentication, strong passwords or PIN codes. Do not share those with anyone.

You can refer to Android/iOS or equivalent support to understand how the backup can be further secured.

For more details about the LuxTrust Mobile app backup feature, please read the Annex or our Informative Notice: Privacy policy | LuxTrust S.A.

The backup offers an enhanced user experience. It shortens the waiting time when you change smartphones and facilitates the reactivation of the LuxTrust Mobile app on a new smartphone.

If you did not receive your verification SMSes during the activation process, your personal data are most likely outdated or missing from our database.

Please contact our Customer Service Desk at +(352) 24 550 550 (Monday to Friday from 08:00 to 18:00) or by email at questions@luxtrust.lu in order to update your client profile and complete the activation.

The only data processed is a recovery “safety code” linked to a User/Proxy User identification. For more information, please consult our Information notice available here.

The Initial Password is the one you received by post or SMS when you ordered your LuxTrust product.

The Password is the one you set up when you activated your certificate. It must be between 6 and 10 characters long and contain upper and lower case letters and digits.

You chose your Passcode when you activated the LuxTrust app. It enables you to unlock your app. It must also be between 6 and 10 characters long and contain upper and lower case letters and digits.

In order to activate the backup, make sure the “cloud save” is enabled on your smartphone. You can also save it manually with iTunes or equivalent.

LuxTrust app is compatible with iOS 13 (or newer) or Android 7.0 (or newer).

For security reasons, LuxTrust does not accept rooted or jailbroken devices.

If you have a LuxTrust Token, Scan or the LuxTrust app:

• Go to your MyLuxTrust area in Unblock my account.
• Enter your UserID, the code received by SMS on your phone (or the initial Password you received in the SMS or letter when you ordered the product), as well as the OTP displayed on your Token, Scan or the LuxTrust application.

For security reasons, your account is blocked after 5 failed logins. It will be automatically unlocked after 12 hours. Once unlocked, we advise you to set a new password.

If you have a LuxTrust SmartCard or Signing Stick, you have probably blocked your PIN code. To solve the issue, please follow the procedure according to your operating system:

• Unblock on Windows
• Unblock on Mac
• Unblock on Ubuntu

If you have lost your LuxTrust device or it got stolen, immediately contact our Customer Service Desk at +(352) 24 550 550 and ask your certificate to be suspended.

You can also temporarily suspend your certificate in your MyLuxTrust area. For this, you will need your initial codes received when you first ordered the device.

Depending on your situation, you can either order and associate a new device to your account or revoke your certificate and order a new one. If you have questions about which action to take, please contact our Customer Service Desk at +(352) 24 550 550.

If your LuxTrust product is faulty (out of service, the screen is unreadable, etc.), please:

1. Contact our Customer Service Desk at (+352) 24 550 550 (or your bank branch if you have a Token or Scan) to proceed with its replacement.
2. Return us the faulty device by post, in person at our offices or by handing over your Token or Scan to your bank branch.

We will give you a new device free of charge. You will keep your UserID and Password.

If you have changed your phone or it has been stolen, there are 2 possible options:

1. If you have a Token or Scan linked to the same certificate as your LuxTrust app: you can re-download the app and proceed to its activation. As a precaution, you should suspend access to your old phone. To do this, go to your MyLuxTrust area in Manage my products section.
    
2. You don’t have any other additional device: please contact our Customer Service Desk at +(352) 24 550 550. A LuxTrust operator will help you associate the app with your account and suspend the access to your old phone.

If you are not sure about the secret image you had chosen, go to your MyLuxTrust area in Change my secret image section. There you can pick a new one that you need to remember for your future operations.

If you do no longer have or find your LuxTrust codes, please call our Customer Service Desk at +(352) 24 550 550.

If you do not see your secret image when you enter your OTP or PIN code or it is not the one you have chosen, then you are most likely on a pirate site imitating LuxTrust. Cancel the transaction and call our Customer Service Desk at +(352) 24 550 550 to report it.

As a reminder, you will not see your secret image if you are using the LuxTrust app or Scan.

In case you leave the company, you (as delegated user) or your employer should revoke the digital certificate associated with to your device.

For security reasons, we encourage you to revoke it yourself (action available in your MyLuxTrust area). If you also have a device such as a Smartcard or Signing Sick, please destroy it as you would normally do with a credit card.

You can change the notification email, postal address or phone number of your active professional certificate. The intracommunity VAT number can only be changed in the billing address. To do so, please contact our Customer Service Desk at +(352) 24 550 550.

However, you cannot modify the company name or the email address displayed when you apply an electronic signature using your certificate. If you want a certificate with this new data, you will need to order a new one.

Within the European Union, an electronic signature cannot be dismissed solely on the grounds of its format. In the case of the qualified electronic signature, its legal value is equivalent to that of a handwritten signature. However, in case of litigation, it is possible to dispute the validity of this type of e-signature. It will then be necessary to provide proof that it was created through fraudulent means.

The burden of proof in case of dispute of an electronic signature

If the e-signature is qualified, it is commonly acknowledge that it has the legal equivalent of a handwritten signature. It will therefore be up to the party who challenges the signature to prove that it cannot be assimilated to a handwritten signature in a specific case.

On the other hand, if the electronic signature is advanced, the electronic signature is not a priori assimilated to a handwritten signature. So, it will be up to the party who invokes the validity of the electronic signature to prove that the signature electronic has been made in such a way that it can have the legal value of a handwritten signature.

Thus, the user of a device allowing him to electronically sign documents at the qualified level will be in a better position in case a co-contractor in an EU country challenges his electronic signature.

How to obtain evidence in the event of a dispute

Support in the event of a dispute will depend on your chosen service provider and the level of signature you used.

If you are a LuxTrust customer or the dispute is related to the use of a LuxTrust signature certificate, you can contact our customer service who can provide the competent authorities with the audit trail related to the use of your certificate. It remains the user's responsibility not to share the elements of his LuxTrust digital identity (UserID, password, OTP or PIN code in the case of chip-based products) with a third party.

It is possible to send you the list of active certificates linked to your organisation for 100€ excluding VAT.

You have to 2 options to make this request:

1. If you have an employee with a "certificate administrator" certificate on behalf of your company, this person can send us a request signed electronically by email to questions@luxtrust.lu.
    
2. You can send a written request signed by a company representative. This request must be accompanied by a copy of the signer’s identity document as well as recent proof that s/he is authorised to sign on behalf of the company (e.g.: extract from the trade register).

The professional digital certificate allows you to authenticate and sign on behalf of the organisation that employs you. So, in order to issue such a certificate, we need to get the authorisation of your employer besides checking your personal data.

An electronic signature certificate is a document in digital form that contains data related to a natural person. The certificate is issued by a Certificate Authority and a trust service provider. The certificate (also known as a digital identity) binds the identity of the owner to his or her electronic signature.

The most notable difference between a qualified and an advanced electronic signature (as defined in eIDAS Regulation) becomes apparent in case of legal disputes or when a party contests the validity of an electronic signature.

The qualified level enjoys legal recognition and acceptance across all EU member states. It is the only one having the legal equivalent of a handwritten signature. This means that, in case of a dispute, the judge will view the qualified electronic signature in the same light as a handwritten signature. In addition, its validity is presumed and the reverse burden of proof principle is applied. So, the party contesting the signature will have to prove that the qualified e-signature is invalid.

If, on the other hand, the electronic signature is advanced, then the party who claims its validity will have to prove to the court that the advanced e-signature is indeed valid.

The security of your personal data is of utmost importance for us. We ensure that your data is protected in the best possible way and according to the European Regulation for Electronic Identification (eIDAS) and the General Data Protection Regulation (GDPR).

Companies working with LuxTrust request only the strictly necessary data and confirm that they will not use it without your permission.

LuxTrust shares your data only when you have explicitly given your permission each time. With LuxTrust, you are always in charge of your personal data.

Your one-time password (OTP) is valid for 180 seconds or 3 minutes. As its name suggests, it can only be used once.

If you have to perform a more sensitive transaction, your service provider will most likely ask you for a second OTP. You will need to generate it again with the help of your LuxTrust Token, Scan or the LuxTrust app.

When you receive a communication (by email or SMS), there are several elements that you should check as they might indicate you are dealing with a fraud attempt:

• Sender’s address or telephone number: they have unusual formats and do not match with the corporate emails or phone numbers you used to communicate previously with your service supplier.
• The type of demand / request: such communications almost always contain an urgent demand such as to update your data or provide some information to continue accessing a service.
• Links: most service providers will never send you a link by email or SMS asking to update your data.
• Spelling: a large number of errors in the wording can be a sign of a fraud attempt.

OTP stands for “one-time password”. It is a code generated by a security device (Token, Scan etc.) that is valid for a limited timeframe and only for a single session or transaction. You use it to complete traditional static passwords. Once you use it or its validity time passed, the device generates a new one according to an algorithm linking your digital identity to LuxTrust servers.

Phishing attempts are more and more numerous and hackers mimic very well the websites of your service providers. Be careful not to share your personal data (UserID, passwords, OTPs) via these websites. If in doubt, please contact our Customer Service Desk at +(352) 24 550 550.

If you have unfortunately shared your personal codes, passwords or data through what you suspect to be a fake website, report it to immediately LuxTrust. Call our Customer Service Desk at (+352) 24 550 550 to suspend your certificate. Please also contact your bank to block any transaction.

Please always bear in mind that LuxTrust will never ask you to update or share your personal information by email or SMS.