What to do if you've lost your 2-Step Verification device

What happens if you lose your 2-Step Verification device?

2-Step Verification greatly improves the security of your account by requiring a second factor (such as your phone or a security key) in addition to your password. But if you lose the device you use for 2-Step Verification, you may be locked out of your account.

Here are the ways you can recover access.

Do you have a passkey on another device?

A passkey is often the fastest way back in. If you set up a passkey on another device you still have - your laptop, tablet, or another phone - you can use it to sign in without your lost device. Try this before contacting support. Once you are back in, go to LuxID Account (opens in a new tab) > Security to remove the lost device and set up a fresh 2-Step Verification method.

Managed by an organisation?

If your LuxID Account is provided by your organisation (LuxID Pro), your administrator handles 2-Step Verification resets - contact them first.

Use an alternative 2-Step Verification method

If you have set up more than one 2-Step Verification method on your LuxID Account (for example, both an authenticator app and SMS), you can use the alternative method to sign in:

1. Go to the LuxID sign-in page (opens in a new tab).
2. Enter your email address and password.
3. When prompted for your 2-Step Verification code, look for an option to use a different verification method.
4. Choose the alternative method and complete the sign-in.

Once signed in, go to LuxID Account (opens in a new tab) > Security and remove the lost device from your 2-Step Verification settings. Then set up 2-Step Verification on your replacement device.

note

Removing an authenticator app may require you to enter a current code from it. If you have lost access to that app, you may need to contact LuxID support to remove it, even if you signed in with another method.

If you lost access to your phone number

If SMS One-Time Codes were your 2-Step Verification method and you can no longer receive them - because your SIM card was lost, damaged, swapped, or your number was transferred to another provider - treat it the same as a lost 2-Step Verification device:

• If you set up another 2-Step Verification method (an authenticator app, a passkey, or LuxTrust), use it to sign in as described above, then update your phone number in LuxID Account (opens in a new tab) > Security.
• If SMS was your only second factor, contact LuxID support to verify your identity and regain access, then add a new phone number and a backup method.

To avoid this in future, keep a second 2-Step Verification method enabled so that a SIM or number change never locks you out. See Change the phone number on your account.

Use LuxTrust

If your LuxID Account is linked with LuxTrust, you may be able to use your LuxTrust device or app to verify your identity and regain access. Follow the prompts during sign-in.

Contact LuxID support

If you cannot sign in using any of the methods above:

1. Contact LuxID support and explain that you have lost your 2-Step Verification device.
2. The support team will verify your identity before helping you regain access to your account.

After recovering access

Once you have regained access to your account:

1. Sign in to your LuxID Account (opens in a new tab).
2. Go to Security.
3. Remove the old 2-Step Verification device.
4. Set up 2-Step Verification on your new device to keep your account secure.

Tips to avoid being locked out

• Set up multiple 2-Step Verification methods - Configure more than one verification method (e.g., authenticator app and SMS) so you have a fallback.
• Keep your phone number up to date - If you use SMS as a 2-Step Verification method, make sure the phone number on your account is current.
• Link LuxTrust to your account - If you have a LuxTrust device or app, linking it gives you an additional way to verify your identity if your primary 2-Step Verification device is lost.

Avoid account and password recovery scams

For your security, LuxID will never ask for your password or verification codes over email, phone, or message. Only enter your password at login.luxid.lu (opens in a new tab). Do not give out your passwords or verification codes to anyone claiming to provide account or password support. Learn how to recognise legitimate LuxID messages.