Common login problems with your LuxID Account

Password managers

Not all password managers fill in credentials correctly on every website. If you are using a password manager and cannot sign in:

1. Try disabling your password manager temporarily.
2. Manually enter your email address and password at the LuxID sign-in page (opens in a new tab).

If this works, check your password manager's saved entry for LuxID and make sure it has the correct URL and credentials. See Password managers for more information.

Try another browser

If you are having trouble with your current web browser:

1. Make sure your browser is updated to the latest version.
2. Try signing in using a different browser to see if the problem is browser-specific.

LuxID supports the latest versions of Chrome, Firefox, Safari, Edge, and Opera.

Clear browser cache and restart browser

Sometimes login problems are caused by a corrupted browser cache. To fix this:

1. Clear your browser cache and cookies (in your browser's settings, usually under Privacy or History).
2. Restart your browser.
3. Try signing in again at the LuxID sign-in page (opens in a new tab).

note

Clearing cookies will also sign you out of other websites.

Disable browser extensions

Some browser extensions (especially privacy, security, or ad-blocking extensions) can interfere with the sign-in process - or even stop the LuxID page from displaying correctly or cause your browser to crash.

1. Try signing in using a private or incognito window (which disables most extensions by default).
2. If that works, try disabling extensions one at a time in your regular browser window to identify which extension is causing the problem.

Make sure JavaScript, sessionStorage, and cookies are enabled

LuxID requires JavaScript, sessionStorage, and cookies to be enabled in your browser. Some browser extensions or security settings may disable these features.

See Why do you need JavaScript, sessionStorage, and cookies for instructions on enabling them.

2-Step Verification issues

If you have 2-Step Verification enabled and your code is not being accepted:

• Make sure the date and time on your device are set correctly. Authenticator app codes are time-based, and a clock difference of more than two minutes can cause them to fail.
• If you are using SMS codes, check that your phone has signal and that your mailbox is not full.
• If you have lost your 2-Step Verification device, see What to do if you have lost your 2-Step Verification device.

For more help when your code is rejected, see 2-Step Verification is not working.

Reset your password

If none of the above suggestions work, you may need to reset your password:

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

Need more help?

If none of the above methods resolve your problem, contact LuxID support.