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Logging in to my Web Banking app

  • icone faq question
    What do I need to log in to my Web Banking app?

    To log in to your Web Banking app, you will need:

    • your client number (appears on your V PAY and Visa Debit cards);
    • your secret code (appears on the letter you received by post or at your branch);
    • your LuxTrust solution (physical Token or mobile app).
  • icone faq question
    How do I log in to my Web Banking app for the first time?

    To log in to your Web Banking app for the first time, follow the guide (available in the downloadable documents at the bottom of this page).

Configure my login

  • icone faq question
    How do I change my PIN?

    To change your secret code from the Web Banking app:

    1. Log in, then click on “Settings” in the menu on the left-hand side of the page.
    2.  

    3. Click on “Login & security area” and then on “Change secret code”:

       


      - Enter your current secret code;
      - Enter your new secret code;
      - Confirm your secret code.
      applications

       

       

    Your secret code has now been updated.

  • icone faq question
    How can I use facial recognition or my fingerprints to log in?

    You can log in using facial recognition or your fingerprints:

    1. Log in, then click on “Settings” in the menu on the left-hand side of the page.
       

       

    2. Then click on “Login & security area”.
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    3. Go to the following tab:

      - “Touch ID” or “Face ID” for an Apple device;
      - “Biometrics” for an Android device.

    4. Activate the option. 
       

    You can now log in using facial recognition or your fingerprints instead of typing your secret code.

  • icone faq question
    I have an Android device with facial recognition; why can’t I use it to log in to the Web Banking app?

    To log in to the Web Banking app, you need to use strong biometrics.

    Our security systems currently consider Android facial recognition to be a weak form of identification and is therefore less secure.

    You must use your secret code to log in each time you wish to use your app or use your fingerprint.

  • icone faq question
    How can I check when I last logged in?

    To check when your last login was in the Web Banking app:

    1. Log in, then click on “Settings” in the menu on the left-hand side of the page.

       


    2. Then click on “Login & security area”.

       


    3. Go to the “Last login” tab:

       

      This tab will show the date and time of your most recent login prior to your current session.
       

    Remember:

    If you enter the wrong secret code or LuxTrust credentials, there will be a record of the failed login attempt.Read our security tips.

LuxTrust Mobile

  • icone faq question
    What is a token?

    The Token is a digital certificate that guarantees your identity. It generates a single-use code that you enter when you log in to the Web Banking app or when you carry out your transactions. It is linked to a password chosen by you. It’s a different password from the one you use to log in to your BGL BNP Paribas Web Banking.

    The LuxTrust Token can be in the form of a small device or a mobile application. Go to our LuxTrust Mobile page for more details.

  • icone faq question
    Why do I need a LuxTrust certificate (Token or LuxTrust Mobile) for some transactions in the Web Banking app?

    The LuxTrust certificate is a digital certificate that is either:

    • A small device;
      applications
    • Or the LuxTrust Mobile app.
      applications

    It generates a single-use code. to secure your sensitive online banking transactions, such as transfers to unidentified beneficiaries, transfers of significant amounts and access to secure messaging.

    If there is a phishing attack, the bank could also require use of the Token for all transactions to further protect vulnerable clients.

  • icone faq question
    My LuxTrust Token is about to expire. How do I order a new one?

    Three months before your Token expires, you’ll see a message on the Web Banking app dashboard showing the expiration date and asking you to renew the Token.

    Follow the steps on your screen: you will be asked to confirm the information on your LuxTrust certificate (your surname, first name, nationality, e-mail address, mobile phone number, etc.).

    Once renewed, your certificate will be valid for another three years.

  • icone faq question
    How do I install LuxTrust Mobile?
  • icone faq question
    Is my smartphone or tablet new enough to install LuxTrust Mobile?

    Depending on the age of your smartphone or tablet, you may not be able to install LuxTrust Mobile. This applies to:

    • Apple devices dating before 2013;
    • Android devices dating before 2015.
  • icone faq question
    Do I have a recent enough operating system on my smartphone or tablet to install LuxTrust Mobile?

    You may not be able to install LuxTrust Mobile because your system version is out of date.

    • To install the latest system update:
    • For Apple devices: go to Settings > General > Software update.
    • For Android devices: go to Settings > Software updates.
  • icone faq question
    I’ve lost my App Store or Google Play login details. What should I do?
    • If you have lost your App Store login details:
      • go to Apple support (or www.support.apple.com, Support menu > Forgot Apple ID or password);
      • follow the instructions.
    • If you have lost your Google Play login details:
      • go to Google support;
      • follow the instructions.
  • icone faq question
    What’s the difference between my certificate, my token and my LuxTrust mobile?

    Your certificate is your personal identifier.
    Your physical token is the device that generates a one-time password to confirm an operation.
    LuxTrust mobile is just like your physical token, and can be accessed using an application on your smartphone.

  • icone faq question
    How are LuxTrust and the bank related?

    Luxtrust is one of the bank’s service providers. It ensures that banking transactions are kept secure. To do this, it uses a personal identification system.

  • icone faq question
    I already have a number of tokens. How do I use my LuxTrust mobile?

    To use your LuxTrust mobile when you have multiple tokens, follow the guide!
    Our Client Service can also help guide you, step by step.

Technical problem

  • icone faq question
    What do I do if there is a technical problem?

    If you have a technical problem:

    • Reset the app: Go to the “Settings” tab in the menu and then click on “Reset the app”.

       


    • If you still have the problem, call our Client Service on (+352) 42 42 - 2000 Monday to Friday from 8.00 am to 6.00 pm.

Any questions?

Our advisors are available on (+352) 42 42-2000, Monday to Friday from 8.00 am to 6.00 pm.

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