Why LuxID blocked my account
Why was my account blocked?
LuxID may block your account for one of two reasons: to protect it from a suspected takeover, or because of abuse, fraud, or a breach of the LuxID Terms and Conditions (opens in a new tab).
When your account is blocked, you will see a message telling you so the next time you try to sign in. Only LuxID can unblock it.
Blocked to protect your account
LuxID's security systems watch for activity that suggests someone other than you may be trying to use your account. If we detect a serious risk - for example a sign-in that looks like an account takeover - we block your account to protect it.
You are most exposed to this if your account has no 2-Step Verification, because then a stolen password alone is enough for someone to take over your account.
How could my account have been compromised?
If your account was blocked because of a suspected takeover, an attacker may have obtained your password through one of these methods:
- Reused password - You used your LuxID password with another service, and that service was breached.
- Phishing - You entered your password on a website designed to look like LuxID.
- Malware or keylogger - Your computer or mobile phone was compromised by malicious software.
Blocked for abuse, fraud, or a policy violation
LuxID may also block an account because of abuse, fraud, or activity that breaches the LuxID Terms and Conditions (opens in a new tab), rather than because of a suspected takeover. Common reasons include:
- Suspicious sign-in patterns - Automated sign-in attempts or activity that resembles a compromised account.
- Terms of service violations - Activity that violates the LuxID Terms and Conditions.
- Abuse reports - Reports of abuse or suspicious activity from LuxID Partner services.
Was your account blocked by mistake?
Automated detection occasionally produces false positives. A legitimate account may be blocked if:
- Your usage pattern resembles automated or suspicious activity (for example, signing in from many different locations in a short time).
- You are using a VPN, Tor, or a network that has been associated with suspicious activity.
If you think this happened to you, follow the steps below - the support team will restore your account if it has not violated the Terms and Conditions.
How to get your account unblocked
Only LuxID can unblock an account - you cannot remove the block yourself. To get back in, contact LuxID support; we will verify your identity before restoring access.
Our team will then unblock your account.
After you regain access
Once you are back in, take a few minutes to secure your account:
- Sign in to your LuxID Account (opens in a new tab).
- Go to Security and review your settings.
- Change your password to a strong, unique one you have not used anywhere else.
- Turn on 2-Step Verification if you have not already - it stops a stolen password alone from being enough to take over your account.
- Be cautious of phishing attacks - LuxID will never ask you to share your password or codes by email or phone.
Also change the password on any other account where you used the same password - especially the email account linked to your LuxID Account, since LuxID sends account notifications there.
Need more help?
If your account is blocked and you cannot get back in, contact LuxID support.
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.