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Version 1.0In review

Contact LuxID support

Before contacting support​

You may find an answer to your question in our documentation:

Contact us by email​

If you cannot find an answer in the documentation, contact the LuxID support team:

Email: support@luxid.lu

Please contact us from the email address registered to your LuxID Account. For your security, we can only act on account requests - such as resetting 2-Step Verification or changing account details - when they come from the account's own email address, after we verify your identity. We cannot make these changes on a request from a different address.

What to include in your message​

To help us resolve your issue as quickly as possible, please include:

  • The email address associated with your LuxID Account
  • A description of the problem - what you were trying to do and what happened
  • The app or service you were trying to use (e.g., MyPost website, RTL mobile app, LuxID Account page)
  • The device and browser you are using (e.g., iPhone with Safari, Windows with Chrome)
  • Whether the problem is persistent or happened only once
  • Any error messages you see - a screenshot is helpful (see How to send us screenshots)
  • When the issue started - date and approximate time
Important

Never include your password in a support message. LuxID support will never ask you for your password.

What to expect​

Our team will review your request and get back to you as soon as possible.

Data protection and GDPR requests​

For data protection requests - accessing, correcting, exporting, or deleting your personal data, or any GDPR question - the single point of contact is POST Luxembourg's Data Protection Officer (DPO) at privacy@post.lu. See Your GDPR rights for the full list of your rights.

When the problem is in a partner app or with LuxTrust​

LuxID support can help with your LuxID Account itself - signing in, your password, two-step verification, your personal information, and your privacy settings. There are two kinds of problem we cannot resolve for you, because they sit outside LuxID:

  • Problems inside a LuxID Partner's application (for example a POST, RTL, or CFL website or mobile app). We do not have access to a partner's systems and can only consult information related to LuxID, not the partner's application. If something works after you sign in - or the app fails to bring you back after a successful LuxID sign-in - the fix is on the partner's side. Please contact that app or service's own support team. To confirm the issue is not your LuxID Account, sign in to account.luxid.lu (opens in a new tab) directly in a web browser first: if that works, your account is fine and the problem is in the app (see An app keeps asking for my LuxID email and password).
  • Problems with LuxTrust (for example a LuxTrust token, the LuxTrust Mobile app, or a Smartcard). LuxTrust is a separate provider. LuxID cannot provide LuxTrust support - please contact LuxTrust (opens in a new tab) directly for help with their products.

Report a phishing attempt or scam​

If you receive a suspicious message in LuxID's name - by email, SMS, or phone call - or you think you have been targeted or caught by a phishing attempt, report it to CyberSOS, the cybersecurity incident response service of POST Luxembourg's CSIRT, CyberForce. Reporting helps the security team investigate and block the campaign, which protects you and other users.

Email: cybersos@post.lu

Include as much as you can so the team can act quickly:

  • A screenshot of the message, page, or call.
  • For an SMS or phone call, the phone number it came from.
  • For an email, forward the original email - this preserves the technical details the team needs.
For a more complete or technical report

POST publishes an official incident form that lists exactly what to provide: CyberSOS incident report form (PDF) (opens in a new tab). To send your report encrypted, use the CyberSOS PGP key - fingerprint F787 796B B0EA 7CF1 AA9F B493 16B0 8428 48A7 4DEF.

Recognise legitimate support replies​

Replies from LuxID support come from @luxid.lu email addresses. If you receive a response from a different domain, it may be a phishing attempt. Learn how to recognise legitimate LuxID messages.

Updated 2026-06-08
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