Why your account recovery request is delayed
If you have asked LuxID support to help you recover your account - for example after losing your 2-Step Verification device, or because your account was blocked - it can take some time before you get back in. This is normal, and it is there to protect you.
Why recovery can take time
For security reasons, LuxID does not act immediately on security-related requests, and account recovery is one of them. This deliberate delay is a protective measure: it makes it much harder for someone else to take over your account.
The one exception is blocking an account: if we see evidence that your account may be compromised, we act on that straight away to block it.
Before we restore access, we verify your identity. This verification is what takes time, and it is a deliberate security measure to make sure your account is handed back to you and not to someone impersonating you. If you did not ask to recover your account, tell us straight away so we can keep it secure.
Avoid recovery delays in the future
The best way to keep recovery quick is to keep your own ways of signing in up to date:
- Keep your email address and phone number current at LuxID Account (opens in a new tab) > Security.
- Set up 2-Step Verification, and more than one second-factor method, so you always have another way to prove it is you.
- Never share your password or verification codes with anyone.