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<form method="GET" accept-charset="UTF-8" action="/en/support">
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Text Content

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en
 * fr
 * de
 * nl

User menu (EN)
 * My LuxTrust
   * My certificate
     * Activate
     * Renew
     * Expired certificate
     * Reactivate
     * Suspend
     * Revoke
     * Test my certificate
   * Password, PIN, secret image
     * Forgotten password
     * Change my password
     * Forgotten or blocked PIN
     * Change my PIN
     * Change my secret image
   * My account
     * Unblock my account
     * Security code
     * Resend my SMS codes
     * Reprint my initial codes
     * Manage my products
     * Sign my documents
     * Delete my account
   * My mobile app
     * User guide
     * App Store
     * Google Play

Main (EN)
 * Individuals
   * Solutions for individuals
   * How to use LuxTrust
   * Where to use LuxTrust
   * Switch to LuxTrust Mobile app
   * Order my product
   * Activate my product
   * Sign my PDF documents
 * Professionals
   * Our solutions for professionals
   * Our digital solutions
     * Identify my customers
     * Authenticate my users
     * COSI - Sign electronically
     * Archive my documents electronically
     * IDKEEP - Manage personal data and consent
     * Seal my documents
     * Timestamp transactions
     * Meet PSD2 requirements
     * SSL certificates
   * Our professional products
     * LuxTrust Mobile app
     * Scan
     * SmartCard
   * Order a professional product
 * Sectors
   * All sectors we activate in
   * Banking
   * Insurance
   * Healthcare
   * Legal services
   * Accounting & Tax
   * Public sector
   * Investment funds
 * About us
   * Who we are
   * Certifications
   * Security
   * Latest news
   * Careers
 * Help

User menu (EN)
 * My LuxTrust
   * My certificate
     * Activate
     * Renew
     * Expired certificate
     * Reactivate
     * Suspend
     * Revoke
     * Test my certificate
   * Password, PIN, secret image
     * Forgotten password
     * Change my password
     * Forgotten or blocked PIN
     * Change my PIN
     * Change my secret image
   * My account
     * Unblock my account
     * Security code
     * Resend my SMS codes
     * Reprint my initial codes
     * Manage my products
     * Sign my documents
     * Delete my account
   * My mobile app
     * User guide
     * App Store
     * Google Play


en
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What are you looking for?
Your search
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 1. Home
 2. Help

Beware of fraudulent messages and calls imitating LuxTrust

Some phishing attempts via telephone or email are currently ongoing. Please do
not disclose your LuxTrust codes or credentials to anyone. LuxTrust will never
ask you such information. When in doubt, please contact us at +352 24 550 550 or
at questions@luxtrust.lu.



At your service


SUPPORT

How can we help you?
Your search
Search
Common inquiries
Test my certificate
Use a security code
I forgot my password
Order my product Activate and use LuxTrust Manage my account LuxTrust
application SmartCard reader and Middleware Product lost, stolen or blocked
account Solutions for professionals Data protection and security
Order my product


CAN I GET A REFUND?

For any reimbursement request, please contact our Customer Support Desk by email
only at questions@luxtrust.lu.


HOW CAN I GET A LUXTRUST CERTIFICATE OR PRODUCT IF I AM NOT YOUR CLIENT AND I
LIVE OUTSIDE LUXEMBOURG?

To equip you with a LuxTrust certificate or product, we need to identify you in
person (or equivalent). In case you do not have the possibility to come at our
premises, you can order a product either through video identification or using
notary certified documents with apostille (of the Hague).

ORDER A PRODUCT VIA VIDEO IDENTIFICATION

Two products are currently available through a video identification process:

 * digital identity for personal use associated with the LuxTrust App - order
   here.
 * digital identity for professional use associated with the LuxTrust SmartCard
   - order here.

Please make sure you meet the eligibility criteria for a video identification
process before ordering.

 

ORDER A PRODUCT USING NOTARY CERTIFIED DOCUMENTS WITH APOSTILLE

Getting identified by a notary, in accordance with the Hague Convention of 5
October 1961, is an alternative to face-to-face or video identification.

In case you opt for this type of identification, you need to provide us a copy
of your identity card or passport, duly certified by a notary. This copy must
bear an apostille and must be legible according to the standards applicable to
Luxembourg (alphabet, language, etc.).

Then, please send it by mail along with your printed order file to:

House of Entrepreneurship
One Stop Shop - cellule LuxTrust
14, rue Erasme
L-1468 Luxembourg
B.P. 305, L-1030 Luxembourg
Phone: 42 39 39 – 341
Fax: 43 83 26
E-mail: luxtrust@cc.lu
Opening hours: only by appointment


HOW TO PREPARE FOR THE VIDEO IDENTIFICATION?

To get through a video identification process, you need:

 * a smartphone (supporting at least iOS 12 or Android 6) with microphone and
   good camera functionalities
 * the same valid ID document you used during the ordering process
 * your VideoID code received during the ordering process
 * a good Internet connection and phone signal
 * to be alone, in a quiet and calm place


HOW WILL I KNOW IF MY VIDEO IDENTIFICATION PROCESS WAS SUCCESSFUL?

If the video identification process was successful and your identity has been
validated, you will receive your LuxTrust codes by SMS within 24 hours after
your video session.


HOW TO CHECK THE EXPIRY DATE OF MY LUXTRUST CERTIFICATE?

You can check the exact expiration date of your LuxTrust certificate at any time
by logging into your MyLuxTrust area in the Test my certificate section.


WHAT TYPE OF LUXTRUST CERTIFICATE OR PRODUCT DO I NEED?

LuxTrust provides you with a multitude of options to benefit from a trusted
digital identity. Most of our partners support all our devices, but some of them
may have specific requirements.  

In order to find the product that best fits your needs, take a few moments and
ask yourself the following questions: 

 * Do I need a device for professional or personal use?
 * For what type of operations will I use it? Is it for registering for VAT,
   filling my taxes, connecting to my bank or something else?
 * Does my provider support the device or product I chose?
 * Can I come to LuxTrust’s office in Luxembourg to get identified?

You can also check here the list of devices accepted by each of our partners.


WILL I BE REIMBURSED IF I COULD NOT COMPLETE THE VIDEO IDENTIFICATION PROCESS
DUE TO A TECHNICAL ISSUE?

If you were unable to complete your video identification session due to
technical reasons, please contact our Customer Support Desk at +(352) 24 550 550
or by email at questions@luxtrust.lu. We can then either help you restart the
process or refund you.

If the session was not validated because your ID document was not compliant or
valid, no reimbursement is possible.


HOW LONG IS MY LUXTRUST CERTIFICATE VALID FOR?

The certificate, to which your device is linked, is valid for three years. We
will inform and invite you to renew your certificate when it is about to expire.


WHAT SHOULD I DO IF I COULD NOT COMPLETE MY VIDEO IDENTIFICATION?

If your VideoID activation code is still valid, the system allows you to start
again the process.

If your code has expired, please contact our Customer Support Desk at +(352) 24
550 550 or by email at questions@luxtrust.lu.


WHAT IF I CANNOT GET IN TOUCH WITH AN OPERATOR DURING MY VIDEO IDENTIFICATION
PROCESS?

If you reach the point when you have to speak with an operator and you receive
the following message “Please wait, an operator will answer as soon as
possible”, it will usually take a few more minutes until you can speak with one.
If you can no longer wait, please resume the session at a more convenient time.

If, after several attempts, you could not still get in touch with an operator,
please contact our Customer Support Desk at +(352) 24 550 550 or by email at
questions@luxtrust.lu.


WHAT ARE THE ELIGIBILITY CONDITIONS FOR VIDEO IDENTIFICATION?

To be eligible for video identification process, you must:

 * Be over 18 years old
 * Have valid and accepted ID document (preferably passport) - see the list of
   accepted documents by country
 * Have a smartphone or tablet running on at least iOS 12 or Android 6

You are not eligible? Then, you will need to get identified in person. 


WHAT PAYMENT METHODS DOES LUXTRUST ACCEPT?

If you order digital identity products (Token, Smartcard, app, Signing Stick),
you can pay by credit card (MasterCard or Visa) or use a voucher provided by
your employer or bank.

If you order an SSL certificate, you can also pay by bank transfer.

Activate and use LuxTrust


CAN I USE COSI HOME EDITION IF I AM NOT A LUXTRUST CLIENT?

The service is currently reserved for LuxTrust customers (including persons who
have a Luxembourgish eID card).

If you want to become one, you can get a LuxTrust digital identity: 

 * for private/personal use here.
 * for professional use here.


CAN I USE COSI HOME EDITION FOR MY COMPANY?

You can use the service as long as you still have credit (e-signatures)
available.

For businesses, LuxTrust proposes various solutions more adapted to their needs.
You can contact us here to find out more.


HOW TO ACTIVATE MY LUXTRUST MOBILE APP IF I NEVER HAD A LUXTRUST DEVICE (TOKEN
OR SCAN) BEFORE?

 1.  Order the LuxTrust Mobile app on our website or contact your bank to order
     it on your behalf.
 2.  Download the LuxTrust Mobile app from the App Store or Google Play. 
     
 3.  Open the app on your smartphone and tap on "New LuxTrust user".
 4.  Enter your User ID and validate. You will find this User ID in the SMS
     received after ordering your application.
 5.  Enter your activation code. You defined this code when ordering. We advised
     you to use the last 5 characters of your ID card or passport number. You
     will find this code in the order confirmation you received by email. If you
     no longer find it, please contact our Customer Service Desk at (+352) 24
     550 550.
 6.  Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
 7.  Activate biometric recognition (FaceID, TouchID or FingerPrint) which will
     allow you to open the application without having to insert the PIN code.
 8.  Choose your security questions and indicate a clear answer for each of them
     before you validate.
 9.  Enter the initial password which you will also find in the SMS you
     received.
 10. Choose a new complex password to finalize the activation and validate it.
 11. Your LuxTrust Mobile app is now ready to use.


HOW TO ACTIVATE MY LUXTRUST PRODUCT (EXCEPT THE LUXTRUST APP)?

To start using your LuxTrust product, you must first activate it on our website.
Go to your MyLuxTrust area under My certificate > Activate. You will need your
device and your LuxTrust codes (received by SMS or mail) and follow the
instructions.

If you do not activate your product within 60 days after the order, it will
become automatically and irreversibly unusable. You will then have to order a
new one at your own expense.


HOW TO USE MY SMARTCARD?

When you connect to one of our partners’ websites, you have the possibility to
choose from several LuxTrust devices.

 1. Select the LuxTrust SmartCard.
 2. Make sure you have inserted it into the card reader that is connected to
    your computer.
 3. Insert your PIN.

Before you use for the first time the SmartCard, you need to download and
install the LuxTrust Middleware on your computer. For more information, click
here.


HOW TO USE MY LUXTRUST APP?

There are three ways to use LuxTrust app to log in or perform online
transactions.

APP2APP MODE

Once set up within your banking app, the LuxTrust app can automatically exchange
with it so that you do no longer need to enter a one-time password (OTP). Simply
confirm or cancel the transaction. Each banking app is different, so you need to
check with your bank how to enable this feature.

SCAN THE QR CODE (MOSAIC IMAGE)

When connecting to a website using a computer or tablet:

 1. Select the LuxTrust app from the displayed devices.
 2. Enter your UserID and password.
 3. Launch the LuxTrust app on your smartphone.
 4. Tap on Scan.
 5. Aim the QR code with your phone’s camera.
 6. The camera will decrypt the image and then generate a one-time password
    (OTP) that you will be able to enter in the field provided for this purpose
    on the website.

PUSH NOTIFICATION

The partner websites that have enabled this feature will automatically send you
a notification in the LuxTrust app asking you to confirm or cancel the specific
operation. You can also find it under “Pending transactions”.


HOW TO USE MY LUXTRUST SCAN?

When you connect to one of our partners’ websites, you have the possibility to
choose from several LuxTrust devices.

 1. Select the LuxTrust Scan.
 2. Enter your UserID and password.
 3. Turn on the LuxTrust Scan by pressing its top right button.
 4. Aim for the QR code displayed on the website.
 5. Enter the code (called one-time password - OTP) displayed on the screen in
    the field provided for this purpose on the website.


HOW TO USE MY SIGNING STICK?

When you connect to one of our partners’ websites, you have the possibility to
choose from several LuxTrust devices. 

 1. Select the LuxTrust Signing Stick.
 2. Make sure you have inserted it into a USB port on your computer.
 3. Enter your PIN.

Before you use for the first time the Signing Stick, you need to download and
install the LuxTrust Middleware on your computer. For more information, click
here.


HOW TO USE MY LUXTRUST TOKEN?

When you connect to one of our partners’ websites, you have the possibility to
choose from several LuxTrust devices.

 1. Select the LuxTrust Token.
 2. Enter your UserID and password.
 3. Press the Token button to display the 6-digit OTP code.
 4. Enter the OTP code displayed on the screen in the field provided for this
    purpose on the website.


DO I HAVE TO RETURN THE LUXTRUST PRODUCT AND REVOKE MY LUXTRUST CERTIFICATE IF I
CHANGE MY BANK?

Your LuxTrust digital identity gives you access to a set of online services and
belongs to you. You can therefore keep your LuxTrust product and continue to use
it if your new bank is among our partners.


WHERE CAN I FIND THE ACTIVATION CODE OF MY LUXTRUST PRODUCT (SCAN, SMARTCARD…)?

The activation code is a 5-digit code. You have set it during the ordering
process. We had advised you to use the last 5 characters of your identity card
or passport number.


WHERE CAN I USE LUXTRUST?

Click here to check the list of our partners and authorised applications.


WHAT IF I CANNOT SEE MY E-SIGNATURE IN A PDF DOCUMENT SIGNED IN COSI HOME
EDITION?

It may happen that the drawing/image representing your signature is not visible
in the document. However, if you have completed your signature process, your
document is duly signed electronically.

Your electronic signature is not visible in the same way as a handwritten
signature. You can check it by opening your document with Adobe Reader.


WHAT HAPPENS WHEN I USED MY 2 FREE E-SIGNATURES IN COSI HOME EDITION?

You will still be connect to the platform, but will not be able to sign. Your
credit will be automatically renewed at the end of each month.

If you have recurrent, more complex administrative needs, check our electronic
signature solutions adapted to business needs.


WHAT ARE THE TECHNICAL REQUIREMENTS TO USE COSI HOME EDITION?

There are no specific technical requirements for using this service, you just
need a good Internet connection.

For your security, we advise you to take all precautionary measures to protect
your computer (such as install an antivirus, keep your system up-to-date etc.)
and do not disclose your LuxTrust credentials (User ID and password) under any
circumstance.

Manage my account


CAN I CONVERT / UPGRADE MY PRIVATE CERTIFICATE INTO A PROFESSIONAL CERTIFICATE?

Unfortunately, it is not yet possible to change or upgrade your private
certificate into a professional one.

If you need a professional certificate, you can order one here.


HOW TO UPDATE MY PERSONAL DATA (EMAIL, ADDRESS, PHONE NUMBER)?

For the time being, contact our Customer Service Desk at (+352) 24 550 550 to
update your data.


HOW TO ASSOCIATE A LUXTRUST SCAN TO MY LUXTRUST CERTIFICATE?

If you already have a LuxTrust Token or the LuxTrust app, you can associate a
LuxTrust Scan to your certificate.

 * If you are equipped with the LuxTrust app, go to your MyLuxTrust area under
   Manage my products and click on Add a device to associate your LuxTrust Scan.
 * If you only have a Token, call our Customer Service Desk at (+352) 24 550
   550.

Once your Scan is linked to your LuxTrust certificate, you can handle it using
the UserID and password of your Token or LuxTrust app.

For information, the Scan cannot be associated with a certificate linked to a
SmartCard or a Signing Stick.


HOW TO CHANGE (RESET) MY PASSWORD OR PIN CODE?

 * If you have a Token, Scan or the LuxTrust app, go to your MyLuxTrust area in
   Change my password.
    
 * If you have a Smartcard or Signing Stick, you will need letter received by
   mail during your order which contains your initial codes (PIN, PUK and
   Challenge). Then follow the instructions according to the operating system of
   your computer: Windows, Mac or Ubuntu.

You can enhance your security by regularly changing your password or PIN code.


HOW TO TEMPORARILY DEACTIVATE A LUXTRUST PRODUCT?

If you want to temporarily disable access to one of your LuxTrust products (for
example, in the event of theft or loss), there are 2 available options:

 1. If you already have a second device linked to your certificate
    Go to your MyLuxTrust area in Manage my products section and proceed to the
    deactivation of your product of choice.
     
 2. If you have no other device linked to your certificate
    Call our Customer Service Desk at (+352) 24 550 550. After identifying you,
    our agent will give you a security code to connect to your MyLuxTrust area.


HOW TO CHANGE MY SECRET IMAGE?

To change your secret image, go to your MyLuxTrust area on our website and click
on Change my secret image.


WHEN WILL I SEE MY SECRET IMAGE?

You will get to see your secret image every time you use your LuxTrust Token,
SmartCard, Signing Stick or your Luxembourgish eID card.


DO I STILL NEED TO ACTIVATE MY LUXTRUST PRODUCT IF I RENEWED MY CERTIFICATE?

Only if you have a LuxTrust SmartCard or Signing Stick, you have to activate it
after each certificate renewal. To proceed, go to your MyLuxTrust area in My
Certificate section and click on Activate.


HOW TO TEMPORARILY SUSPEND MY LUXTRUST CERTIFICATE?

If you have lost your LuxTrust product or if you wish to make it unusable for a
short period of time, you can choose to suspend it. You will be able to
reactivate it within 30 days. After this period, your certificate will be
automatically revoked and unusable. You will then have to order a new one at
your expense.

To suspend your certificate, go to your MyLuxTrust area in Suspend my
certificate section.

If you no longer have your initial codes, contact our Customer Service Desk at
(+352) 24 550 550 at any time.


HOW TO REPLACE MY LUXTRUST SCAN?

In order to replace your LuxTrust Scan, please contact your bank. It will inform
you on the steps to take.


HOW TO PERMANENTLY DEACTIVATE MY LUXTRUST CERTIFICATE ASSOCIATED WITH MY DEVICE?

If you no longer want to use your LuxTrust certificate, it is best to revoke it
so that no one else can use it. Revocation is an irreversible action and your
certificate cannot be reactivated.

You can revoke your certificate in your MyLuxTrust area, under Revoke, or by
calling our Customer Service Desk at + (352) 24 550 550 (available 24/7).

You can also go to one of our Registration Authorities. In order to ensure the
legitimacy of your request, the agent will have to identify you and ask you to
show an official identity document (ID card, passport or Luxembourgish residence
card).

In a professional context, if you are a "Certificate administrator", you can
request the revocation of a certificate issued on behalf of your organisation
without the prior approval of the certificate user. You can send you revocation
request signed electronically with your "Administrator" certificate to
questions@luxtrust.lu.


I FORGOT THE PASSWORD OF MY TOKEN, SCAN OR LUXTRUST APP. HOW TO RESET IT?

If you have forgotten the password for your Token, Scan or LuxTrust app, you can
reset it in your My LuxTrust area, under Forgotten password. The system will
either send you an SMS or ask for your initial codes if we do not have your
mobile phone number.

If your account is blocked or you no longer have your initial codes, contact our
Customer Service Desk at (+352) 24 550 550.


I FORGOT THE PIN CODE OF MY SMARTCARD OR SIGNING STICK. HOW TO RESET IT?

If you have forgotten your PIN code, find the letter received by mail during
your order which contains your initial codes (PIN, PUK and Challenge). Then
follow the instructions corresponding to the operating system of your computer:
Windows, Mac or Ubuntu.

If you no longer find your initial codes, contact our Customer Service Desk at
(+352) 24 550 550.


MY CERTIFICATE HAS EXPIRED. WHAT SHOULD I DO?

If your certificate has expired, you can renew it in your MyLuxTrust area in
Expired certificate. This will allow you to order a new certificate while
retaining your access and identifiers (SSN number, User ID and password).

If you no longer have your initial codes or your certificate has expired for
more than 3 months, contact our Customer Service Desk at (+352) 24 550 550 or by
email at questions@luxtrust.lu.

 * If you have a LuxTrust Token, Scan and the LuxTrust app, you can keep your
   device as well as your credentials (User ID and password).
 * If you have a SmartCard or Signing Stick, we will send you by post a new
   device and new codes. You will then have to activate the new product and set
   a new PIN code.


MY CERTIFICATE IS ABOUT TO EXPIRE. HOW DO I RENEW IT?

The LuxTrust certificate is valid for 3 years. Before it expires, we will inform
you by email. Then, you can renew it in your MyLuxTrust area in Renew my
certificate section. This will allow you to order a new certificate while
retaining your access.

 * If you have a LuxTrust Token, Scan and the LuxTrust app, you can keep your
   device as well as your credentials (User ID and password).
    
 * If you have a SmartCard or Signing Stick, we will send you by post a new
   device and new codes. You will then have to activate the new product and set
   a new PIN code.


WHERE TO FIND MY INITIAL CODES (LUXTRUST CODES)?

You received the LuxTrust initial codes either by SMS or by post after your
order.

In case you can no longer find them, please contact our Customer Support Desk at
(+353) 24 550 550 or your bank agency.


WHAT CAN I DO IF MY CERTIFICATE IS REVOKED?

Revocation is an irreversible action.

If you need a LuxTrust certificate, you have to order a new one via our website
or your bank.

LuxTrust application


CAN I ASSOCIATE MULTIPLE CERTIFICATES TO MY LUXTRUST APP?

For the moment, the LuxTrust app can be associated to only one certificate
(either a digital identity for private use or a digital identity for
professional use).


CAN I BENEFIT FROM LUXTRUST APP IF I HAVE A SMARTCARD AND/OR SIGNING STICK?

Our Smartcard and Signing Stick cannot be associated with LuxTrust app.


CAN I INSTALL THE LUXTRUST APP ON A SECOND PHONE?

It is possible to install the LuxTrust app linked to your certificate on a
second smartphone.

If you have more than two smartphones associated with your LuxTrust digital
identity, the LuxTrust app will ask that you delete one. Remember to define the
name of your device when activating the application to ease your task.


CAN I USE MY LUXTRUST APP FOR MY ONLINE SHOPPING?

You can use your LuxTrust app for all your online purchases. To choose this
option, you just have to go in your e-banking space.


HOW TO ACTIVATE MY LUXTRUST MOBILE APP WITH MY SCAN?

 1.  Install the LuxTrust Mobile app from the App Store or Google Play on your
     smartphone.
     
 2.  Open the app and tap on "Login".
 3.  Enter your User ID and validate. You will find this User ID in the SMS or
     letter you received after ordering your Scan.
 4.  On the new screen, select the device you usually use to connect to your
     banking or online applications, in this case the Scan.
 5.  Enter your LuxTrust credentials: User ID and password and tap on
     "Authenticate".
 6.  A mosaic image (QR code) will appear on the screen. Scan it using your Scan
     device to generate the OTP and enter the displayed numbers in the dedicated
     field on the app.
 7.  Optional: you can activate LuxTrust Mobile app on maximum 2 devices. In
     case you have already activated the app on 2 other devices, you are
     now required to replace one of them.
 8.  Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
 9.  Choose a name for your device that you can remember. It will help you in
     case you need to replace this device or to suspend access to the app.
 10. A mosaic image (QR code) will appear on the screen. Scan it using your Scan
     device to generate the OTP and enter the displayed numbers in the dedicated
     field on the app.
 11. Your LuxTrust Mobile app is now ready to use.


HOW TO ACTIVATE MY LUXTRUST MOBILE APP WITH MY TOKEN?

 1.  Install the LuxTrust Mobile app from the App Store or Google Play on your
     smartphone.
     
 2.  Open the app and tap on "Login".
 3.  Enter your User ID and validate. You will find this User ID in the SMS or
     letter you received after ordering your Token.
 4.  On the new screen, select the device you usually use to connect to your
     banking or online applications, in this case the Token.
 5.  Enter your LuxTrust credentials: User ID, password and the OTP generated
     with the help of your token and tap on "Authenticate".
 6.  Optional: you can activate LuxTrust Mobile app on maximum 2 devices. In
     case you have already activated the app on 2 other devices, you are
     now required to replace one of them.
 7.  Define a PIN code (of 6 digits) to secure access to your LuxTrust app.
 8.  Choose a name for your device that you can remember. It will help you in
     case you need to replace this device or to suspend access to the app.
 9.  LuxTrust will send you a SMS containing a link to complete the activation.
     In the meantime, you can leave the app. When you receive the SMS, click on
     link which will automatically open the app. LuxTrust will never ask you to
     share your credentials by clicking on this link.
 10. Your LuxTrust Mobile app is now ready to use.


DO I STILL HAVE TO KEEP MY TOKEN OR SCAN IF I ACTIVATED MY LUXTRUST APP?

We advise you to keep safe your LuxTrust Token or Scan. It may serve as a backup
solution in case your phone gets lost or stolen.


WHAT TO DO IF I DID NOT RECEIVE MY VERIFICATION SMS TO COMPLETE THE ACTIVATION?

If you did not receive your verification SMSes during the activation process,
your personal data are most likely outdated or missing from our database.

Please contact our Customer Service Desk at +(352) 24 550 550 (Monday to Friday
from 08:00 to 18:00) or by email at questions@luxtrust.lu in order to update
your client profile and complete the activation.


WHAT IS THE DIFFERENCE BETWEEN MY INITIAL PASSWORD, MY PASSWORD AND MY PASSCODE?

The Initial Password is the one you received by post or SMS when you ordered
your LuxTrust product.

The Password is the one you set up when you activated your certificate. It must
be between 6 and 10 characters long and contain upper and lower case letters and
digits.

You chose your Passcode when you activated the LuxTrust app. It enables you to
unlock your app. It must also be between 6 and 10 characters long and contain
upper and lower case letters and digits.


WHAT ARE THE TECHNICAL REQUIREMENTS TO USE LUXTRUST APP?

LuxTrust app is compatible with iOS 13 (or newer) or Android 7.0 (or newer).

For security reasons, LuxTrust does not accept rooted or jailbroken devices.

SmartCard reader and Middleware


HOW TO INSTALL OR UPDATE THE LUXTRUST MIDDLEWARE?

Download the latest Middleware compatible with your operating system here.

Before connecting your device to your computer, install the LuxTrust Middleware.
Restart your computer at the end of the installation.

If it is the first time you activate your device, do not forget to:

 * Change your initial PIN code you received by mail after your order.
 * Activate your certificate in MyLuxTrust area in My certificate section >
   Activate.


WHERE CAN I BUY A SMARTCARD READER?

To use your Smartcard, your need to have a SmartCard reader.

You can buy a card reader:

 * online on www.linsys.lu or www.conostix.lu
 * in the approved POST shops (Luxembourg-Gare, Luxembourg-Ville, Esch-Alzette,
   Ettelbruck, Wiltz, Grevenmacher).

LuxTrust guarantees the compatibility of its products with any of the readers
listed below:

 * IdBridge CT30
 * IdBridge CT40
 * Ezio Shield Pro
   
    


WHAT TO DO IF THE LUXTRUST MIDDLEWARE DOES NOT START?

You have just finished the installation and restarted your computer, but the
LuxTrust Middleware does not start. The following error message appears:

“The LuxTrust Middleware cannot be started. Another session is already running
on your computer under another user of your operating system. Please log into
the other user account and close the session. Then restart the LuxTrust
Middleware.”

When you see this message, it could be that:

 * you have 2 active sessions. So, you have log in first under the other user to
   close the session and then restart the LuxTrust Middleware.
 * the port is already used by another application. In this case, you have to
   stop the other application or change the port of the other application.
   LuxTrust Middleware acts as a local server and is connected to port 24727. If
   another application is using the same port, the error message above can
   appear.
 * you have an OpenEcard app installed. So, you have to stop this application as
   it uses the same port as the LuxTrust Middleware.


WHAT TO DO IF MY SMARTCARD OR SIGNING STICK IS NOT RECOGNISED BY THE LUXTRUST
MIDDLEWARE?

If your Smartcard/Signing Stick is not recognised by the LuxTrust Middleware,
you should:

 * Make sure your device is duly connected to your computer
 * Close the LuxTrust Middleware by clicking on Exit
 * Restart the LuxTrust Middleware

If the issue persists, please contact our Customer Service Desk at +(352) 24 550
550.


WHAT OPERATING SYSTEMS AND PLATFORMS ARE SUPPORTED BY LUXTRUST MIDDLEWARE?

The list of operating systems and platforms supported by LuxTrust Middleware is
available here.

Product lost, stolen or blocked account


HOW CAN I UNBLOCK MY LUXTRUST CERTIFICATE?

If you have a LuxTrust Token, Scan or the LuxTrust app:

 * Go to your MyLuxTrust area in Unblock my account.
 * Enter your UserID, the code received by SMS on your phone (or the initial
   Password you received in the SMS or letter when you ordered the product), as
   well as the OTP displayed on your Token, Scan or the LuxTrust application.

For security reasons, your account is blocked after 5 failed logins. It will be
automatically unlocked after 12 hours. Once unlocked, we advise you to set a new
password.

If you have a LuxTrust SmartCard or Signing Stick, you have probably blocked
your PIN code. To solve the issue, please follow the procedure according to your
operating system:

 * Unblock on Windows
 * Unblock on Mac
 * Unblock on Ubuntu


WHAT TO DO IF I LOST MY LUXTRUST DEVICE (TOKEN, SCAN, SMARTCARD OR SIGNING
STICK) OR IT GOT STOLEN?

If you have lost your LuxTrust device or it got stolen, immediately contact our
Customer Service Desk at +(352) 24 550 550 and ask your certificate to be
suspended.

You can also temporarily suspend your certificate in your MyLuxTrust area. For
this, you will need your initial codes received when you first ordered the
device.

Depending on your situation, you can either order and associate a new device to
your account or revoke your certificate and order a new one. If you have
questions about which action to take, please contact our Customer Service Desk
at +(352) 24 550 550.


WHAT TO DO IF MY LUXTRUST PRODUCT IS FAULTY?

If your LuxTrust product is faulty (out of service, the screen is unreadable,
etc.), please:

 1. Contact our Customer Service Desk at (+352) 24 550 550 (or your bank branch
    if you have a Token or Scan) to proceed with its replacement.
 2. Return us the faulty device by post, in person at our offices or by handing
    over your Token or Scan to your bank branch.

We will give you a new device free of charge. You will keep your UserID and
Password.


WHAT IF I NO LONGER HAVE ACCESS TO MY LUXTRUST APP (I REPLACED MY PHONE OR IT
GOT STOLEN)?

If you have changed your phone or it has been stolen, there are 2 possible
options:

 1. If you have a Token or Scan linked to the same certificate as your LuxTrust
    app: you can re-download the app and proceed to its activation. As a
    precaution, you should suspend access to your old phone. To do this, go to
    your MyLuxTrust area in Manage my products section.
     
 2. You don’t have any other additional device: please contact our Customer
    Service Desk at +(352) 24 550 550. A LuxTrust operator will help you
    associate the app with your account and suspend the access to your old
    phone.


WHAT IF I CAN NO LONGER REMEMBER BY SECRET IMAGE?

If you are not sure about the secret image you had chosen, go to your MyLuxTrust
area in Change my secret image section. There you can pick a new one that you
need to remember for your future operations.


WHAT TO DO IF I DO NOT REMEMBER OR FIND MY USERID OR MY LUXTRUST CODES?

If you do no longer have or find your LuxTrust codes, please call our Customer
Service Desk at +(352) 24 550 550.


WHAT TO DO IF I DO NOT SEE MY SECRET IMAGE OR IT DOES NOT MATCH WITH THE ONE I
HAVE CHOSEN?

If you do not see your secret image when you enter your OTP or PIN code or it is
not the one you have chosen, then you are most likely on a pirate site imitating
LuxTrust. Cancel the transaction and call our Customer Service Desk at +(352) 24
550 550 to report it.

As a reminder, you will not see your secret image if you are using the LuxTrust
app or Scan.

Solutions for professionals


IF I HAVE A PROFESSIONAL CERTIFICATE, DO I HAVE TO RETURN THE LUXTRUST PRODUCT
IF I LEAVE THE COMPANY?

In case you leave the company, you (as delegated user) or your employer should
revoke the digital certificate associated with to your device.

For security reasons, we encourage you to revoke it yourself (action available
in your MyLuxTrust area). If you also have a device such as a Smartcard or
Signing Sick, please destroy it as you would normally do with a credit card.


CAN I CHANGE THE DATA OF MY CERTIFICATE AFTER IT WAS ISSUED (VAT NUMBER,
ADDRESS, COMPANY NAME)?

You can change the notification email, postal address or phone number of your
active professional certificate. The intracommunity VAT number can only be
changed in the billing address. To do so, please contact our Customer Service
Desk at +(352) 24 550 550.

However, you cannot modify the company name or the email address displayed when
you apply an electronic signature using your certificate. If you want a
certificate with this new data, you will need to order a new one.


CAN THE ELECTRONIC SIGNATURE'S VALIDITY BE CHALLENGED IN COURT?

Within the European Union, an electronic signature cannot be dismissed solely on
the grounds of its format. In the case of the qualified electronic signature,
its legal value is equivalent to that of a handwritten signature. However, in
case of litigation, it is possible to dispute the validity of this type of
e-signature. It will then be necessary to provide proof that it was created
through fraudulent means.

THE BURDEN OF PROOF IN CASE OF DISPUTE OF AN ELECTRONIC SIGNATURE

If the e-signature is qualified, it is commonly acknowledge that it has the
legal equivalent of a handwritten signature. It will therefore be up to the
party who challenges the signature to prove that it cannot be assimilated to a
handwritten signature in a specific case.

On the other hand, if the electronic signature is advanced, the electronic
signature is not a priori assimilated to a handwritten signature. So, it will be
up to the party who invokes the validity of the electronic signature to prove
that the signature electronic has been made in such a way that it can have the
legal value of a handwritten signature.

Thus, the user of a device allowing him to electronically sign documents at the
qualified level will be in a better position in case a co-contractor in an EU
country challenges his electronic signature.

HOW TO OBTAIN EVIDENCE IN THE EVENT OF A DISPUTE

Support in the event of a dispute will depend on your chosen service provider
and the level of signature you used.

If you are a LuxTrust customer or the dispute is related to the use of a
LuxTrust signature certificate, you can contact our customer service who can
provide the competent authorities with the audit trail related to the use of
your certificate. It remains the user's responsibility not to share the elements
of his LuxTrust digital identity (UserID, password, OTP or PIN code in the case
of chip-based products) with a third party.


HOW DO I GET AN OVERVIEW OF THE ACTIVE PROFESSIONAL CERTIFICATES REGISTERED IN
MY ORGANISATION'S NAME?

It is possible to send you the list of active certificates linked to your
organisation for 100€ excluding VAT.

You have to 2 options to make this request:

 1. If you have an employee with a "certificate administrator" certificate on
    behalf of your company, this person can send us a request signed
    electronically by email to questions@luxtrust.lu.
     
 2. You can send a written request signed by a company representative. This
    request must be accompanied by a copy of the signer’s identity document as
    well as recent proof that s/he is authorised to sign on behalf of the
    company (e.g.: extract from the trade register).


WHY DO I NEED THE AUTHORISATION OF MY EMPLOYER FOR ORDERING A PROFESSIONAL
DIGITAL CERTIFICATE?

The professional digital certificate allows you to authenticate and sign on
behalf of the organisation that employs you. So, in order to issue such a
certificate, we need to get the authorisation of your employer besides checking
your personal data.


WHAT IS AN ELECTRONIC SIGNATURE CERTIFICATE?

An electronic signature certificate is a document in digital form that contains
data related to a natural person. The certificate is issued by a Certificate
Authority and a trust service provider. The certificate (also known as a digital
identity) binds the identity of the owner to his or her electronic signature.


WHAT IS THE DIFFERENCE BETWEEN A QUALIFIED AND AN ADVANCED ELECTRONIC SIGNATURE?

The most notable difference between a qualified and an advanced electronic
signature (as defined in eIDAS Regulation) becomes apparent in case of legal
disputes or when a party contests the validity of an electronic signature.

The qualified level enjoys legal recognition and acceptance across all EU member
states. It is the only one having the legal equivalent of a handwritten
signature. This means that, in case of a dispute, the judge will view the
qualified electronic signature in the same light as a handwritten signature. In
addition, its validity is presumed and the reverse burden of proof principle is
applied. So, the party contesting the signature will have to prove that the
qualified e-signature is invalid.

If, on the other hand, the electronic signature is advanced, then the party who
claims its validity will have to prove to the court that the advanced
e-signature is indeed valid.

Data protection and security


ARE MY PERSONAL DATA SAFE AT LUXTRUST?

The security of your personal data is of utmost importance for us. We ensure
that your data is protected in the best possible way and according to the
European Regulation for Electronic Identification (eIDAS) and the General Data
Protection Regulation (GDPR).

Companies working with LuxTrust request only the strictly necessary data and
confirm that they will not use it without your permission.

LuxTrust shares your data only when you have explicitly given your permission
each time. With LuxTrust, you are always in charge of your personal data.


HOW LONG IS MY OTP VALID FOR?

Your one-time password (OTP) is valid for 180 seconds or 3 minutes. As its name
suggests, it can only be used once.

If you have to perform a more sensitive transaction, your service provider will
most likely ask you for a second OTP. You will need to generate it again with
the help of your LuxTrust Token, Scan or the LuxTrust app.


HOW CAN I TELL IF I AM DEALING WITH A FRAUDULENT COMMUNICATION?

When you receive a communication (by email or SMS), there are several elements
that you should check as they might indicate you are dealing with a fraud
attempt:

 * Sender’s address or telephone number: they have unusual formats and do not
   match with the corporate emails or phone numbers you used to communicate
   previously with your service supplier.
 * The type of demand / request: such communications almost always contain an
   urgent demand such as to update your data or provide some information to
   continue accessing a service.
 * Links: most service providers will never send you a link by email or SMS
   asking to update your data.
 * Spelling: a large number of errors in the wording can be a sign of a fraud
   attempt.


WHAT IS AN OTP?

OTP stands for “one-time password”. It is a code generated by a security device
(Token, Scan etc.) that is valid for a limited timeframe and only for a single
session or transaction. You use it to complete traditional static passwords.
Once you use it or its validity time passed, the device generates a new one
according to an algorithm linking your digital identity to LuxTrust servers.

Phishing attempts are more and more numerous and hackers mimic very well the
websites of your service providers. Be careful not to share your personal data
(UserID, passwords, OTPs) via these websites. If in doubt, please contact our
Customer Service Desk at +(352) 24 550 550.


WHAT SHOULD I DO IF I THINK I AM A PHISHING ATTEMPT VICTIM (VIA EMAIL, SMS, FAKE
WEBSITE)?

If you have unfortunately shared your personal codes, passwords or data through
what you suspect to be a fake website, report it to immediately LuxTrust. Call
our Customer Service Desk at (+352) 24 550 550 to suspend your certificate.
Please also contact your bank to block any transaction.

Please always bear in mind that LuxTrust will never ask you to update or share
your personal information by email or SMS.

You could not find the answer you were looking for? Get in touch with our
Customer Service Desk.

+352 24 550 550
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