Forgotten password

1.  Click here to recover your password using your LuxTrust device.

2.  Select your device (Scan or LuxTrust Mobile app) linked to your account.

3.  Enter your User ID.

•    You will find your User ID in the letter or SMS received after ordering your LuxTrust device.
•    If you no longer have it, contact our Customer Care at (+352) 24 550 550.

4.  Enter the OTP code received by SMS or use your initial password.

•    If your phone number is registered in our database, you will receive an OTP code via SMS. Enter it in the field provided.
•    If your phone number is not registered in our database, enter the initial password found in the letter or SMS received when you ordered your LuxTrust device.

5.  Define your new password (6-10 characters).

6.  Confirm your new password.

7.  Click "Validate."

8.  Re-enter the OTP code generated by your Scan or LuxTrust app.

9.  Click "Recover."

Your password will be successfully reset.
Please note that once this process is started, your old password will become obsolete and you will be unable to use it even if you remember it later.

If you do not have a LuxTrust device available, you have to activate the LuxTrust Mobile app. This requires you to complete a video identification process. This service incurs a fee of €20 (VAT included).

1.  Click here to recover your password without a LuxTrust device.

2.  Fill out the online form.

•    This should take around 5 minutes. 
•    You will need to provide personal details, including your mobile phone number, for video identification.

3.  Define an activation code.

•    Memorise it, as you will need it to activate your LuxTrust Mobile app later.

4.  Pay the €20 fee (VAT included) online.

•    Payment can be made via credit card or voucher code.

5.  Proceed to video identification.

•    This will take about 15 minutes. 
•    You will receive a VideoID code and instructions via SMS and email.

6.  Download the LuxTrust Mobile app.

•    You can find it on the App Store or Google Play. 
•    Start the video identification directly in the app.

7.  Complete the video identification within 30 days.

•    If you do not complete it within this timeframe, your request will expire, and you will not be able to complete the process.

8.  If successful, you will receive your new LuxTrust codes to finalise the activation of your LuxTrust Mobile app.

Please note that once this process is started, your old password will become obsolete and you will be unable to use it even if you remember it later