FAQ - Online Banking

• The LuxTrust mobile app

  There is only one mobile app available on the App Store and Google Play. If you already have a certificate and the connected application, you will receive an identifier that will link your app to your ING account.

• LuxTrust also offers other connection products like LuxTrust Scan for example. More information on www.luxtrust.com/.

LuxTrust connection products are security systems that generate a number sequence for one-time use (OTP) every 30 seconds. This OTP must be entered together with your user ID and personal password in order to access applications that use a LuxTrust connection product. If all three of these are correct, LuxTrust will authorise the user’s connection to the application.

Go to the page https://www.luxtrust.com/en/support for more information.

Yes, one scan and two LuxTrust Mobile (app). To add a device, just log onto www.LuxTrust.com> MyLuxTrust > My devices, and add your device.

Download and install the LuxTrust app on your phone, free of charge

In the days following your request for a LuxTrust certificate, you will receive on your telephone a text message containing your LuxTrust User ID as well as a password for your first login.

As soon as you receive that text message,

1. Have your phone with the LuxTrust mobile app installed at disposal and your text message ready and go to the LuxTrust website: https://www.luxtrust.com/en/individuals/activate,
2. Follow the procedure to activate your certificate,
3. Complete the association of your Token with My ING on the ing.lu website or the ING Luxembourg mobile application,
4. Log in to your Online Banking.

Note: make sure you activate your LuxTrust certificate within 60 days of the order, after which it will automatically become unusable. 

• Have you not received an SMS or have you deleted it?
• Are you unable to activate your LuxTrust certificate? 

Contact the LuxTrust Helpdesk at +(352) 24 550 550 or helpdesk@luxtrust.lu, Mondays to Fridays from 8 a.m. to 6 p.m. and Saturdays from 9 a.m. to 5 p.m. 

Your LuxTrust certificate lasts for 3 years. If you have any problems during this time, please contact the LuxTrust helpdesk by email at helpdesk@luxtrust.lu or dial +(352) 24 550 550 from Mondays to Fridays between 8 a.m. and 6 p.m.

Your Luxtrust user ID is required in combinaison with your LuxTrust password in many situations when you authenticate or sign via LuxTrust.
You will receive your user ID in an SMS from LuxTrust when you order a new certificate.

It is a first-login password that you will receive by SMS together with your user ID. It enables you to activate your LuxTrust certificate and LuxTrust Mobile after which you can modify this password. You can ask for the SMS containing the initial password to be resent.

You will be asked to compose your own password with a specific number of characters: between 6 and 10 (in upper or lower case; special characters are accepted).

You may look at the following page for more information: https://www.luxtrust.com/en/support 

Please contact the LuxTrust Helpdesk at +(352) 24 550 550, they will tell you what to do. Please look at the following page for more information: https://www.luxtrust.com/en/support 

Yes, you can add the app to two different devices.

If you lost your phone or if 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 LuxTrust's 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.

Download the LuxTrust Mobile application again and activate it by following the same process described in the chapter "LuxTrust: Certificate, User ID and Password". 

If you do not have a LuxTrust device to activate the application, you will need to contact the LuxTrust customer service at +(352) 24 550 550, which will help you manage your devices.

1. Go to LuxTrust Mobile app
2. Open the menu and go to "Security"
3. Log in
4. Activate the"Backup your account" option 
5. Validate with your password

This function will bring these advantages:

• Easy access to your application after restoration without having to go through all the steps of reactivation.
• An emergency solution in case of theft or loss of your smartphone.

Remember that the restore option only works if you have activated the "Backup your account" option beforehand.

Contact the LuxTrust Helpdesk  for more information.

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

If you do not have a mobile phone, please contact LuxTrust (https://www.luxtrust.com/ or +352 24 550 550) to obtain the product best suited to your needs. 

Each time you need to use your LuxTrust chip-based product for online banking or e-government application, you will see your secret image at the moment you enter your OTP or PIN code (for instance to authenticate yourself, add beneficiaries, validate a transaction above a certain amount).Other partners might integrate this function in future releases.

LuxTrust has introduced this new step to conform with the European “Payment Services Directive 2”, otherwise known as “PSD2”. To better protect consumers who make payments online, this requires inter alia the implementation of strong authentication and what is known as “transaction contextualisation”. This means that the consumer must be able to make payments securely and must also be able to validate every transaction by having all information at his/her disposal (such as the IBAN, the amount and the payment’s recipient). The good news is that, with this new step, all LuxTrust devices meet these requirements.

The first time you authenticate yourself with your LuxTrust device (online banking, LuxTrust, Guichet.lu, MultiLine, …) we will ask you to choose one of nine images picked up randomly.

By including an image chosen by you and which only you can know, we are adding another layer of security. As such, if the image you see is not the one you have chosen, please cancel the operation and contact us.

That’s easy! Just go to your myluxtrust space on our site and follow the steps under “change my secret image”.

Your image, like your UserID and Password are personal credentials. The same way you don’t share your credit card number, you shouldn’t share the elements of security of your LuxTrust identity! Protecting your identity matters!

No, it will always be the same image you chose the first time you connected and will remain no matter the online application you are using for your future transactions. If you don’t like it anymore, you can simply change it on your myluxtrust space at www.luxtrust.lu.

If the image you see is not the image you chose, you are probably facing a phishing attempt. Cancel the operation and contact us by phone at +(352) 44 99 1 or by email via phishing@ing.lu.

No, the secret image is a new step for consumers using their SmartCard, Signing Stick or Luxembourg eID. If you use LuxTrust Mobile or LuxTrust Scan, you won’t see the image when entering your OTP or PIN code. 

This is simple. If you are not sure about the secret image you chose, visit LuxTrust official website in MyLuxTrust section and “change my secret image”. It will enable you to pick a new one that you need to remember for your future operations.

1. Install the LuxTrust Mobile app from the App Store or Google Play on your smartphone.
2. Open the app and tap on "Start activation".
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 second 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.

Your LuxTrust Mobile app is now ready to use.

Note: make sure you activate your LuxTrust certificate within 60 days of the order, after which it will automatically become unusable. 

Yes, by following these steps:

1. Go to My ING;
2. Choose the LuxTrust Scan login method;
3. Enter your username and password;
4. Turn on the LuxTrust Scan by pressing its top right button. A QR code will then appear on the screen of your PC (or your tablet);
5. Scan this QR code with the help of your LuxTrust Scan or your smartphone;
6. Once the QR code has been scanned, your LuxTrust Scan or your smartphone will display a One Time Password;
7. Click on “authenticate”

You are now logged in.

Yes you can. Just make sure to select LuxTrust Scan in the activation process of the LuxTrust Mobile app.