Suspicious activity

If you notice unexpected activity on your LuxID Account, take action immediately to secure it.

Signs of suspicious activity

• You receive a password change notification that you did not initiate.
• You see sign-in attempts from unfamiliar locations.
• Your account settings have been changed without your knowledge.
• You receive security alert emails from notification@msg.luxid.lu that you do not recognise.

Alerts about unusual sign-ins

LuxID may notify you by email (from notification@msg.luxid.lu) when it notices a sign-in from an unusual place.

An unusual location is not always a problem - you might be travelling, or using a VPN - so it is not necessarily a red flag. If you receive such an alert and the sign-in was you, you can safely ignore it. If it was not, follow the steps below to secure your account.

What to do if you suspect unauthorised access

1. Change your password immediately. Go to LuxID Account (opens in a new tab) > Security, or reset it at the password reset page (opens in a new tab).
2. Check your 2-Step Verification methods. Go to LuxID Account (opens in a new tab) > Security and remove any method you did not set up yourself - an attacker who had access may have added their own.
3. Enable 2-Step Verification if you have not already done so, to add an extra layer of security.
4. Review connected applications. Go to LuxID Account (opens in a new tab) > Applications and remove access for any applications you do not recognise.
5. Contact support. If you believe your account has been compromised, contact LuxID support.

Someone changed your password

If you received a notification that your password was changed and you did not make this change:

1. Try to reset your password at the password reset page (opens in a new tab).
2. Secure your email account too. Password reset links are sent to your email, so if someone can get into your mailbox they could simply reset your LuxID password again. Make sure your email account is secure - change its password as well if there is any doubt, and turn on its two-step verification.
3. If you cannot regain access, contact LuxID support immediately.

"Password incorrect" error

If you are sure you are entering the correct password but receive this error:

• Make sure Caps Lock is not enabled.
• If you use a password manager, check that it is filling in your current password. Your password may have been changed on another device, or your password manager may have autofilled or synced an out-of-date entry. See Password managers.
• Try resetting your password at the password reset page (opens in a new tab).
• Clear your browser cache and cookies, then try again.
• If the problem persists, contact LuxID support.

Remove malware or unsafe software

If you suspect your device has been compromised by malware:

• Run a full scan with your antivirus software.
• Update your operating system and all applications.
• Change your LuxID password from a clean device.
• Enable 2-Step Verification if you have not already done so.