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Clarifications about the LuxTrust products

Following recent articles in the press and various questions coming from clients, LuxTrust wanted to bring some clarifications regarding the use of the LuxTrust devices: Token and Mobile app.

Mobile banking for your online transactions

Do you use a LuxTrust Token to log in to Web Banking and carry out transactions? What if you could replace this device with a smartphone app?

With LuxTrust Mobile, you no longer need to carry your Token around with you. Now, your phone can do all the work. This lets you do your mobile banking any time and without constraints.

How to log in to the LuxTrust Mobile app

Before downloading the LuxTrust Mobile app, please make sure you have your LuxTrust login details. These are:

  • A user ID composed of four letters and four digits (e.g. ABCD1234);
  • A six-digit secret code that you chose when you activated your Token.

Do you already have your LuxTrust login details?

Download the LuxTrust Mobile app from your app store (iOS OR Android) and follow the instructions.

Have you lost your LuxTrust login details? Here’s how to get them back:

  • Contact LuxTrust on (+352) 24 550 550.

When you’ve received your login details:
 

  1. Go to the LuxTrust website to get your password;

  2. Once you’ve recovered your password:

    - Download the LuxTrust app for iOS or ;
    - Download the LuxTrust app for Android.

  3. Follow the instructions in the app.

Tip

Make sure you don’t get rid of your Token even after your LuxTrust Mobile app has been activated. You will need it if you have to reinstall the LuxTrust Mobile app in the future.

You will need it to make secure purchases with 3D Secure or if you have to reinstall the LuxTrust Mobile app after your phone is lost or stolen.

Frequently asked questions

  • 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    You may not be able to install LuxTrust Mobile because your system version is out of date.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
    How do I install and activate the LuxTrust Mobile app?

    To install and activate the LuxTrust Mobile app, follow our handy guide!
    Our Client Service can also help guide you, step by step.

  • 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.

  • icone faq question
    How do I renew my LuxTrust Mobile certificate?

    There are several options for renewing your LuxTrust Mobile certificate, depending on your situation:

    • If your certificate expires in more than three months:

    There’s no need to renew it.

    If your certificate expires within the next three months:
    Go to your BGL BNP Paribas Web Banking account.
    When you open it, a message will invite you to renew your certificate for free, online. Follow the steps.

    You can also go through the LuxTrust website.
    Renew your certificate by clicking on “MYLUXTRUST” > “Renew”. There is a charge for this service on the LuxTrust website.

    • If your certificate expired within the last three months:

    Go to the LuxTrust website.
    Follow the steps for renewal by clicking on “MYLUXTRUST” > “Expired certificate”. There is a charge for this service. Please note that you will be asked for your LuxTrust login details.

    • If your certificate expired more than three months ago:

    You will have to request a new certificate on the LuxTrust website.
    Please note that you will be asked for your LuxTrust login details.

    • If your certificate has expired and you’ve lost your LuxTrust login details:
      Contact LuxTrust directly for guidance.
  • icone faq question
    How do I retrieve my LuxTrust login details?

    On the website: in the Settings menu, click on the green “Retrieve my login details” button


    On the app: in the Settings menu, click on the “Login & security area” button, then “LuxTrust Mobile”. Then click on the green “Retrieve my LuxTrust login details” button
     

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