LuxTrust – Frequently Asked Questions

1. Have you set your LuxTrust Mobile app to create automatic backups?

Did you know that the latest version of the LuxTrust mobile app allows you turn on automatic backups of your LuxTrust data?

1. Why create backups?

Creating backups makes it easier to reinstall the LuxTrust Mobile app when you change phones. If you had automatic backups set up on your old phone, you’ll be able to securely install the LuxTrust app on your new phone without contacting LuxTrust Support.

2. What are the steps to follow?

Open your LuxTrust Mobile app and go to the Security tab (via the LuxTrust app menu in the top left).

Click on the ‘Backup your account’ button.

Accept and the activation is complete.

The process is the same if you want to check you have backups switched on.

2. Did you have the LuxTrust Mobile app installed on your old phone and then get a new phone?

First, make sure you have the LuxTrust Mobile app installed on your new smartphone (if not, install it from your app store).

• Open the app on your new smartphone. Click on ‘Login’ when you reach the welcome screen.
• Then enter your User ID and your personal LuxTrust password.

At this point, there are several possible scenarios:

• Scenario 1: a backup was made on your old smartphone (see point above) and your new smartphone has the same OS as the old one (iOS or Android).
   
• Scenario 2: you still have your old smartphone or another LuxTrust device. In that case, select it and continue the activation procedure using that smartphone or device.
• Scenario 3: you do not have, or no longer have, a working LuxTrust device. Please contact LuxTrust customer services on (+352) 24 550 550. Once you have been identified, an agent will send you a LuxTrust Security Code by email.
  In your LuxTrust app, select ‘I no longer have a device’ at the bottom of the screen. You will then need to enter your LuxTrust password and the code you received by email to finalise the activation of your app.

NB: For your security and convenience, we recommend that you accept the use of biometric data (facial recognition or fingerprints), app notifications and automatic account backups when prompted to do so by the LuxTrust Mobile app.

3. What if I forget my password?

You can retrieve your LuxTrust password using the initial password in the letter you received from LuxTrust.

• If you still have your initial password or your letter from LuxTrust, go to the LuxTrust website to retrieve your password
• If you no longer have your initial password or your original letter from LuxTrust, contact the BL-Support team, who will send you your original login credentials by letter or SMS

4. What if I forget my LuxTrust user ID?

You can find your LuxTrust User ID in the letter you received from LuxTrust when your certificate was created.

If you no longer have this letter, contact your adviser.

5. What should I do if my LuxTrust certificate is blocked?

As a security precaution, your LuxTrust certificate will be blocked after 5 failed login attempts. It will be unblocked automatically after 12 hours.

If you want to unblock your LuxTrust certificate immediately, there are 2 options:

Unblock your account on-line

• You will need the initial password which you received from LuxTrust by letter or SMS. Go to the LuxTrust website to unblock your account on-line

Unblock your account by phone

• Call the LuxTrust helpdesk on (+352) 24 550 550

6. Which devices may I use to log in to the E-Banking area?

You can connect to the Banque de Luxembourg E-Banking area using any LuxTrust device.

However, to access the full range of E-Banking features, you must use Banque de Luxembourg’s preferred means of authentication: LuxTrust Scan or the LuxTrust Mobile app.

7. What if I lose my LuxTrust Scan device?

If you lose your LuxTrust Scan device, contact your adviser, who will send you a new one.

When you receive your new LuxTrust Scan device, you will need to link it to your LuxTrust certificate using the steps below:

• Go to the LuxTrust website
• Click "LOGIN" in the "Manage my products" menu
• Authenticate yourself using an active LuxTrust device. (If you do not have one, you must call the LuxTrust helpdesk to obtain a ‘security code’ which you can use to authenticate yourself)
• The details of your certificate will appear on the screen
• Go to the line displaying the LuxTrust Scan icon and press "Remove your device" 
• Then, on the same line displaying the LuxTrust Scan icon, press the "Connect a device " button and follow the activation procedure for your new device

If you have questions, contact the BL-Support team.

8. What is a certificate?

Before you can use the LuxTrust Scan device or the LuxTrust Mobile app, you will need an electronic certificate issued by LuxTrust. The electronic certificate can be compared to a digital ID card allowing you to prove your personal identity and encrypt the data you exchange.

9. Will LuxTrust contact me by Email?

LuxTrust may contact you by email in connection with the activation, renewal and expiry of your certificate.

LuxTrust will never ask you to provide personal data by email.

10. When will my LuxTrust certificate expire?

Your LuxTrust icertificate is valid for 3 years and must be renewed every 3 years.

Shortly before your certificate expires, you will receive an email notification from LuxTrust inviting you to renew your certificate.

It is important to renew your certificate before it expires to ensure continuous acces to the Banque de Luxembourg E-Banking area.

11. How can I check the status of my certificate?

You can check the status of your certificate and the details registered on it at any time by visiting the LuxTrust website.

12. Why LuxTrust?

Banque de Luxembourg has partnered with LuxTrust to offer a new secure authentication solution: LuxTrust Scan and its mobile version, the LuxTrust Mobile app.

LuxTrust is a certification authority that issues and monitors secure electronic certificates. LuxTrust was founded on 18 November 2005 by the Luxembourg government and key players in th financial sector.

LuxTrust offers secure solutions for authentication between on-line partners and digital signing of on-line transactions.

LuxTrust S.A. has had Financial Sector Professional (PSF) status since 27 June 2006. This allows it to work even more closely with financial sector professionals while guaranteeing the necessary confidentiality and security.

LuxTrust S.A. is listed as “under supervision” by ILNAS, the Luxembourg public standardisation service, as a certification service provider (CSP) under number 2013/8/001. This attests to LuxTrust’s expertise and strict compliance with the most stringent European security norms and standards.

Please contact the BL-Support team if you have any questions.

Monday to Friday from 8am to 6pm