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Version 1.1In review

Fix issues with LuxID Account third-party connections

Troubleshoot sign-in problems​

If you have trouble using Sign in with LuxID with a third-party app or service, here are the most common causes, starting with the most likely. Remember that your LuxID Account and your account on the app stay separate, so a problem on one side does not necessarily mean a problem on the other.

Is the error coming from LuxID or from the app?​

You can usually tell which side an error is on. A genuine LuxID error screen shows all of these together:

  • The title "Connection error with LuxID"
  • A LuxID contact address, support@luxid.lu
  • An Error ID and a long Transaction ID (a string of letters and numbers)

If what you see does not look like that, it is almost certainly the app's own error, not LuxID's - contact the app's support team.

As a quick test, open the service in a normal web browser instead of its mobile app (if it has a web version). If the web version signs you in, the problem is specific to the app.

The app or service cannot complete the sign-in​

The most common cause is on the third party's side. After LuxID confirms who you are, the app or service has to finish signing you in, and sometimes it cannot do this correctly (in technical terms, it cannot process the sign-in codes LuxID hands over). This is for the app or service to fix.

To confirm your LuxID Account itself is fine, sign in directly at account.luxid.lu (opens in a new tab). If that works, the problem is on the app's side: try again later, and if it keeps happening, contact the app or service's support team.

If the consent screen appears again when you expected to be signed in automatically, it is usually for one of these reasons:

  • Your connection was removed - either by you (you revoked it at LuxID Account (opens in a new tab) > Applications) or by the app (some remove it on their side).
  • The app or service now asks for different information, or its terms and conditions or privacy policy have changed - so LuxID asks you to review the new request and agree again.

This is normal: review what is requested and agree again to continue.

Your LuxID Account is blocked or deleted​

This affects sign-in only if you cannot sign in to LuxID at all - not just inside the app. A message inside an app that your account is "disabled" or "suspended" almost always refers to your account on that app, not your LuxID Account; if you can sign in at account.luxid.lu (opens in a new tab), your LuxID Account is fine.

If you cannot sign in to LuxID anywhere, your LuxID Account may be:

  • Blocked for security reasons - see Why LuxID blocked my account, or contact LuxID support.
  • Deleted - once deleted, you can no longer use its "Sign in with LuxID" button, and all of its third-party connections are removed. You may still reach your separate account on a third party with another sign-in method, or by contacting them. They may keep information you previously shared, so ask them to delete it if needed.

You already have an account on the app and can't use Sign in with LuxID​

If you already have an account on an app or service and try to use Sign in with LuxID, you might get an error. Apps and services support Sign in with LuxID in different ways, and some do not allow different sign-in methods for the same account. If you run into this, contact the app or service directly.

Secure a compromised account​

  • If you think someone has compromised your LuxID Account, follow the steps to secure a compromised LuxID Account.
    • If your LuxID Account is compromised, someone else might be able to use your account to sign in to a third-party app or service. To strengthen your account security, enable 2-Step Verification at LuxID Account (opens in a new tab) > Security.
  • If you think someone has compromised your third-party account, contact the third-party developer directly.
Updated 2026-07-02
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