How to recover your LuxID Account

If you forgot your password or cannot access your account, follow the steps below that match your situation. This page is the full recovery walkthrough; for a quick symptom-based triage list, see Can't sign in to your LuxID Account.

Managed by an organisation?

If your LuxID Account is provided by your organisation (LuxID Pro), your administrator handles password and 2-Step Verification resets - contact them first. See Manage your LuxID Pro account.

Forgot your password

1. Go to the LuxID password reset page (opens in a new tab).
2. Enter the email address associated with your LuxID Account.
3. LuxID sends a password reset link to your email. Follow the instructions to set a new password.

If you do not receive the email, check your spam or junk mail folder, and make sure your mailbox is not full. Learn how to recognise legitimate LuxID messages.

Forgot the email address you use to sign in

Your email address is your LuxID identifier. If you cannot remember which email address you used to create your LuxID Account:

• Check your email inboxes for previous messages from notification@msg.luxid.lu.
• Try the email addresses you use most frequently.
• As a last resort, if you created your account a long time ago and set a username, you can try signing in with it. Usernames are a legacy sign-in method - your email address is your LuxID identifier, and once you are back in we recommend signing in with it.

Lost access to your email

If you no longer have access to the email address used as your LuxID identifier (e.g., your email account was deleted, compromised, or you lost access to it), LuxID cannot help you recover the email account itself. LuxID strictly relies on ownership of the email address to verify your identity, so support cannot move your account to a new email address or bypass this check for you.

What you should do:

1. Contact your email service provider to regain access to your mailbox. This is outside the scope of LuxID support.
2. Once you have access to your email again, you can sign in to LuxID and reset your password normally.

If you cannot recover your email at all: As a last resort, you can create a new LuxID Account with a different email address. Your old account will eventually be deleted automatically due to inactivity (see Inactive LuxID Account policy). Note that a new account will not be linked to any LuxID Partner services you previously used.

Locked out by 2-Step Verification

If you have 2-Step Verification enabled but cannot complete the second step, this can happen when you:

• Changed or lost your phone number
• Reset your phone and lost your authenticator app configuration
• Changed, revoked, or let your LuxTrust certificate expire

If you have another 2-Step Verification method configured, use that instead. LuxID supports multiple 2-Step Verification methods simultaneously - any one of them will work.

If you have no other 2-Step Verification method, contact LuxID support for assistance. For step-by-step help, see What to do if you've lost your 2-Step Verification device.

tip

To avoid getting locked out in the future, set up multiple 2-Step Verification methods. See Avoid getting locked out.

Someone else is using your account

If you think someone is using your LuxID Account without your permission, follow the steps to secure a compromised LuxID Account.

Your account is blocked

If you see a message that your account is blocked, LuxID blocked it for security. See Why LuxID blocked my account.

Deleted account

A deleted LuxID Account cannot be recovered. Once an account is deleted, all associated data is permanently removed.

If you need a LuxID Account again, you can create a new one using the same email address at login.luxid.lu (opens in a new tab). However, your new account will not be linked to any LuxID Partner services you previously used. Reconnecting to the exact same service account with a LuxID Partner may be difficult or impossible - you will need to contact each LuxID Partner directly to resolve this.

Can't sign in for another reason

If you have another problem, see Can't sign in to your LuxID Account.

Still can't sign in

If you are still unable to sign in after trying the steps above, contact LuxID support for assistance.

Avoid account and password recovery scams

For your security, LuxID will never ask for your password or verification codes over email, phone, or message. Only enter your password at login.luxid.lu (opens in a new tab). Do not give out your passwords or verification codes to anyone claiming to provide account or password support. Learn how to recognise legitimate LuxID messages.