What to do

What does this actually mean?

After 31 December 2024, the Token will no longer be accepted as an authentication device on web-banking applications or public service platforms.

If you are still using the Token, you can link it, at no cost, to the LuxTrust Mobile app to continue accessing these online services. Visit the LuxTrust Mobile app page to learn more about its features. 

For those who do not have a smartphone, the LuxTrust Scan is a physical alternative to the Token, offering the same protection as the LuxTrust Mobile app.

image app
How to connect your Token to the LuxTrust Mobile app

Before getting started, make sure you have the following items handy:

  • your LuxTrust credentials (User ID and Password)
  • your Token
  • your smartphone or tablet with internet access

Install the LuxTrust Mobile app from the App Store or Google Play on your smartphone

 Go to App StoreLogo_Google play

And follow the steps in the user guide available here.

How to connect your Token to a LuxTrust Scan

Before getting started, make sure you have the following items handy:

  • your LuxTrust credentials (User ID and Password)
  • your Token
  • your Scan
  • Internet access on a computer or tablet (not a smartphone) to connect to the My LuxTrust area on our website.
  • A telephone to call our Customer Care on +352 24 550 550.

Once you have all these items, please follow the steps in the user guide available here.

Corporate Social Responsibility and Digital Inclusion

Our commitments

As part of our commitment to digital inclusion, we are already working to make the LuxTrust Mobile app easier to use for everyone, in accordance with the law of 8 March 2023 relating to accessibility requirements for products and services.

A Token collection and recycling project is underway to offer you a more responsible way to dispose of your device. More information will be available soon on this page.


Questions & answers

Why is the LuxTrust Mobile app more secure than the Token?

The LuxTrust Mobile app enables users to view the context of a transaction, whether it is a connection, a financial transaction or an online payment. Specifically, users can see the amount and beneficiary in the case of a transaction, or the name of the document in the case of an e-signature. This means that they can recheck what they are about to validate, sign or accept, before validating it. It is not possible to display this information on the screen of a Token, it is thus necessary to replace it.

I have linked my Token to another device. What shall I do with my old device?

As it contains a battery, the Token cannot be disposed of it in a normal waste bin. A collection project is being set up to provide appropriate recycling solution/s. More information will be available soon. In the meantime, please keep your Token to recycle it once the collection and recycling project is up and running.

I have issues connecting my Token to another device. What shall I do?

If you encounter issues activating the LuxTrust Mobile app, please contact our Customer Care team:

  • by phone on +352 24 550 550
  • by email at questions@luxtrust.lu
  • in person at our office in Capellen, Monday to Friday, from 8am to 6pm.

Our address is:

LuxTrust S.A.
IVY Building
13-15 Parc d’activités
L-8308 Capellen, Luxembourg

Our reception is on the 2nd floor. Parking is available for visitors.

Trouble finding us? Check the location map.

Public transport

The nearest bus stops are "Hirebesch" (5-minute walk) and "Hireknapp" (10-minute walk). Check the bus timetable here.

I started the LuxTrust Mobile app activation, but I have not received the SMS. What shall I do?

Please wait a bit longer as it can take up to 6 hours to receive the SMS with the association link. If after this period, you still have not received it, please contact our Customer Care on +352 24 550 550.

I no longer have the Token to link it to the LuxTrust Mobile app. What shall I do?

Please contact our Customer Care by phone on +352 24 550 550. Once one of our agents confirms your identity, you will receive a security code to finalise the association. This code is valid for 10 minutes.

I cannot remember my LuxTrust credentials. What shall I do?

Please contact our Customer Care by phone on +352 24 550 550 or by e-mail at questions@luxtrust.lu.

I am not a resident of Luxembourg, but I use a LuxTrust Token to connect to banking or governmental platforms in Luxembourg. Am I concerned by this deactivation?

The deactivation of the Token concerns all users, whether private or professional, residing in or outside Luxembourg. Anyone using the Token to connect to Luxembourg banking or public platforms will have to link the Token to another LuxTrust device before the 31st of December 2024.

Can I use the LuxTrust Mobile app to connect to online applications from my computer?

The LuxTrust Mobile app allows you to log in and validate payments and transactions even from a computer.

On your computer, enter your usual LuxTrust credentials (User ID and password). Then simply accept the LuxTrust Mobile notification displayed on your smartphone to log in or validate your transactions.

Can I have one or more LuxTrust Mobile apps on the same smartphone?

Only one LuxTrust Mobile app can be installed and activated on the same smartphone.