Change the phone number on your account and how it's used

Manage your phone number

You can add, update, or remove a phone number on your LuxID Account. Your phone number is optional and can be used for 2-Step Verification as well as shared with LuxID Partners with your consent.

Add a phone number

1. Go to your LuxID Account (opens in a new tab).
2. Go to Account > Contact information > Phone number.
3. Click the option to add a phone number.
4. Enter your mobile number and select the phone use: Personal or Professional.
5. LuxID sends a one-time code by SMS to verify the number. Enter the code on the LuxID page. If you cannot receive SMS, you can request a voice call instead.
6. After verification, you are asked whether you want to use this phone number for 2-Step Verification.

If you closed the verification window: Go back to Account > Contact information > Phone number. Your number will appear as Pending verification. Click on the pending label to reopen the verification form and enter the code.

Learn how to recognise legitimate LuxID messages.

tip

You do not need to send an identity document to add or change your phone number. Entering the one-time code sent to the new number is how LuxID confirms the number is yours.

Change a phone number

note

You cannot edit an existing phone number directly. Add the new number first, then remove the old one.

To change your number:

1. Add your new phone number first (see steps above).
2. Remove the old phone number.

Old number or SIM already lost or unreachable? If the old number was your only 2-Step Verification method and you can no longer sign in, see What to do if you've lost your 2-Step Verification device.

Moving to a new phone

Getting a new phone is one of the most common ways people accidentally lock themselves out of their account. The trick is to do things in the right order, while you still have your old phone and its number working.

Do these steps before you deactivate or throw away your old SIM card:

1. Update your phone number in your LuxID Account first. If your number is changing, add the new number and confirm it before the old SIM stops working. Go to LuxID Account (opens in a new tab) > Account > Contact information > Phone number, add the new number, and enter the one-time code LuxID sends to it. Then remove the old number. If your number is staying the same and only the phone is changing, you can skip this step.
2. Re-register your authenticator app on the new phone. If you use an authenticator app for 2-Step Verification (the app that shows a fresh 6-digit code every 30 seconds), those codes do not move to a new phone on their own. Some apps offer their own backup or transfer feature - if yours does, follow it. Otherwise, sign in to LuxID Account (opens in a new tab) > Security while you still have the old phone, remove the old authenticator app, and set it up again on the new one. See 2-Step Verification.
3. Re-register your passkeys on the new device. A passkey is usually tied to the device it was created on. If your passkeys sync through your Apple, Google, or Microsoft account, they may already be available on your new phone once you sign in to that account. If not, add a new passkey from LuxID Account (opens in a new tab) > Security on the new device. See Passkeys.

tip

Do all of this while both phones (or at least the old number) still work. Once you have confirmed you can sign in from the new phone, it is safe to deactivate the old SIM.

Already lost access to your old number? If your old SIM is already gone or unreachable and it was one of your 2-Step Verification methods, you cannot receive its codes any more. See What to do if you've lost your 2-Step Verification device - if you set up another method (an authenticator app, a passkey, or LuxTrust) you can still sign in with it; if the old number was your only method, LuxID support can help you verify your identity and regain access.

Remove a phone number

1. Go to your LuxID Account (opens in a new tab).
2. Go to Account > Contact information > Phone number.
3. Find the number you want to remove and click the Remove icon.

Important

If the phone number you are removing is your only 2-Step Verification method, make sure you have another method configured first (e.g., an authenticator app or passkey) in order to secure your account and/or avoid getting locked out. See Avoid getting locked out.

How your phone number is used

Your phone number on LuxID can be used for:

• 2-Step Verification - Receive a one-time code via SMS or voice call when signing in, as an additional layer of security. Learn more about 2-Step Verification.
• Sharing with LuxID Partners - With your consent, a LuxID Partner may request access to your phone number. Depending on what the partner needs, the request can be more or less specific: the full number; simply whether a verified phone number exists on your account; which country your number belongs to; or whether it belongs to a particular country (answered with a simple yes or no). You always decide whether to grant access on the consent screen.

tip

Use a mobile phone number that:

• Can receive text messages.
• Belongs only to you.
• You use regularly and keep with you.

Keep your LuxID Account personal

A LuxID Account is designed for one person. Avoid sharing a single account - and a single phone used for 2-Step Verification - across several people. When a team relies on one shared account and one mobile, everyone can be locked out as soon as the person who holds that phone is unavailable, for example while they are on holiday. Keep one LuxID Account per person, and use a phone number that belongs to that person for 2-Step Verification. If several people in an organisation need access, each should have their own LuxID Account.