Error messages and what to do

If LuxID shows you an error message, find it below to see what it means and what to do. The exact wording may vary slightly depending on your language and where you are in LuxID.

If your message is not listed, or the suggested step does not help, contact LuxID support and quote any Error ID and Transaction ID shown on the screen. A genuine LuxID error screen is titled "Connection error with LuxID" and shows both: the Error ID names the problem, and the Transaction ID (a long string of letters and numbers) lets support find your exact case.

Signing in

Message	What it means	What to do
"Wrong login or password" / "Wrong password"	The email or password did not match.	Check for typos. If you forgot your password, see Change or reset your password or Common login problems.
"This account does not exist"	No LuxID Account uses that email address.	Check you typed it correctly, or see Check for an account that exists.
"Your account is currently blocked due to security concerns..."	LuxID blocked your account to protect it.	See Why LuxID blocked my account.
"Too many attempts. Please wait and try again later."	You tried too many times in a short period.	Wait a while, then retry. See Temporarily cannot log in to LuxID.
"Forbidden access" / "You are not authorized to access this resource"	You may not have access to that application (sometimes set by your organisation).	See Fix issues with third-party connections or, for a work account, Manage your LuxID Pro account.

2-Step Verification and codes

Message	What it means	What to do
"Invalid code" / "Wrong code!" / "The given OTP does not match the OTP sent."	The code you entered was not correct.	Enter the most recent code. For authenticator apps, check your device clock. See 2-Step Verification is not working.
"The entered OTP has expired..."	The code timed out before you used it.	Request a new code (use resend), then enter it promptly. See 2-Step Verification is not working.
"You have tried too many OTP codes..." / "After several unsuccessful attempts, you are blocked."	Too many wrong or repeated code attempts.	Wait, then try again later. See 2-Step Verification is not working.
"An error occurred when sending the OTP via SMS..."	The SMS code could not be sent.	Check your signal, try a voice call, or see 2-Step Verification is not working.
"...needs a 2-Step authentication but you don't have any compatible device configured."	The service requires a second factor you have not set up.	Set up 2-Step Verification.
"Your mobile number is not set yet, please update in your LuxID Account."	No phone number is on your account.	See Change the phone number on your account.
"Mobile number not whitelisted" / "Mobile number invalid or not whitelisted"	The number could not be used for codes.	Check the number, or contact LuxID support.
"You have reached the maximum number of mobile number updates..."	You changed your number too many times.	Wait, then try again. See Change the phone number on your account.

Creating an account and email

Message	What it means	What to do
"E-mail address already exists..." / "You already use this email address."	An account already uses that email.	Sign in instead, or see Check for an account that exists and Manage your email addresses.
"The email address entered is invalid..." / "The syntax of the email address is incorrect."	The address is mistyped or malformed.	Re-enter a valid address. See Common signup problems.
"Role-based / Disposable / Catch-all email addresses are not allowed."	LuxID needs a personal, permanent mailbox.	Use a personal email you control. See Common signup problems.
"This email domain is not allowed."	That email domain cannot be used.	Use a different email, or contact LuxID support.
"You need to verify your e-mail address by clicking on the link..."	Your email is not verified yet.	Open the verification email. See Verify your account.
"Your account has not been activated yet..."	Sign-up was not completed.	Restart activation from the link, or the resend activation page (opens in a new tab). See Verify your account.
"This account is already activated."	Activation is already done.	Just sign in at login.luxid.lu (opens in a new tab).
"Date of birth cannot be in the future."	The birth date you entered is invalid.	Enter a correct date. See Manage your information.

Password and reset links

Message	What it means	What to do
"The password you attempted to use has been found in a public data breach."	The password is known to attackers.	Choose a new, unique password. See Create a strong password.
"This link is invalid / has already been used / has expired." (password reset)	The reset link no longer works.	Request a new reset link. See Change or reset your password.

Passkeys

Message	What it means	What to do
"Login with Passkey impossible" / "We were unable to authenticate you using your Passkey."	Your passkey could not be used this time.	Sign in with your password instead, then retry. See Passkeys.
"This key is already used for your account"	The passkey is already registered.	No action needed - it is already set up. See Passkeys.
"Error while adding the key" / "Canceled or not allowed"	Adding the passkey did not complete.	Try again and follow your device's prompts. See Passkeys.

LuxTrust / digital identity

Message	What it means	What to do
"Your LuxTrust device could not be added / modified / removed"	The LuxTrust action did not complete.	Retry, and check your LuxTrust device or app. See Link your digital ID.
"This LuxTrust product is already registered"	That LuxTrust device is already linked.	No action needed. See Link your digital ID.

Browser, cookies, and technical

Message	What it means	What to do
"Cookies are blocked / are mandatory..." / "this page requires an updated browser with JavaScript and cookies enabled."	Your browser is blocking features LuxID needs.	Enable cookies and JavaScript, or update your browser. See Why do you need JavaScript, SessionStorage, and cookies.
"Service unavailable" / "There is a problem with the LuxID application."	A temporary problem on the page.	Retry. If it persists, see Known issues or contact LuxID support.
"A technical error occurred. Please retry or visit our support page..."	A general technical error.	Retry. If it keeps happening, contact LuxID support and quote the Error ID and Transaction ID shown on the screen.
"LuxID Terms & Conditions must be accepted to use the service..."	You declined the terms.	Go back and accept the LuxID Terms and Conditions (opens in a new tab) to continue.