Common signup problems and solutions

Not receiving the activation email

After creating your LuxID Account, you should receive an activation email from notification@msg.luxid.lu. If you have not received it:

• Check your spam or junk folder and make sure your mailbox is not full.
• Add notification@msg.luxid.lu to your contacts or safe senders list.
• Wait a few minutes - delivery can sometimes be delayed.
• If you still have not received the email, you can request a new activation email (opens in a new tab).

Not receiving the SMS verification code

If you are not receiving the SMS code during signup:

• There is a limit to the number of code requests you can submit in one day. If you have exceeded this limit, wait 24 hours and try again.
• Your mobile provider may block shortcodes. Contact your carrier and ask them to unblock messages from LuxID.
• You recently ported your phone number. If you switched mobile providers while keeping the same number, SMS may not work immediately. Wait a short time before trying again.
• Our service was temporarily unavailable. This may have occurred while you were requesting a code.
• Your phone number is not from Luxembourg. Delivery of one-time codes is verified for Luxembourg and its neighbouring countries and expected to work elsewhere in the EU, but it is not guaranteed everywhere. See Using LuxID from outside Luxembourg.

Receiving duplicate SMS messages

Occasionally, communication issues between your phone and your mobile provider may cause you to receive duplicate or out-of-order messages. If you have more than one code, each message shows a transaction ID - enter the code from the message whose transaction ID matches the one displayed on the LuxID screen. Restarting your phone may help resolve this problem.

Signup page not loading correctly

If the signup page is not displaying properly:

1. Make sure your internet connection is stable and you can access other websites.
2. Disable browser extensions or plugins that may interfere with the page.
3. Make sure JavaScript, sessionStorage, and cookies are enabled in your browser. See Why do you need JavaScript, sessionStorage, and cookies.
4. Try using a different web browser or a private/incognito window.
5. If you are using a VPN, try disconnecting it temporarily or switching to a different server.

Error during account creation

If you receive an error message while creating your account:

1. Disable browser extensions and plugins.
2. Ensure JavaScript, sessionStorage, and cookies are enabled.
3. Try a different browser.
4. If the error persists, take a screenshot of the error message and contact LuxID support.

Cannot get past human verification

LuxID uses verification checks to prevent automated abuse. Most of the time this check runs by itself and there is nothing to click; occasionally it asks you to confirm you are not a bot. Either way, if you cannot get past it:

1. Try refreshing the page.
2. Disable browser extensions that may interfere. Privacy extensions and strict tracking protection are the usual cause: they stop the background check finishing, so the page waits instead of showing an error.
3. If you are using a VPN, try disconnecting it or switching server.
4. Try a different browser or device.
5. If the problem persists, contact LuxID support.

"This email is already in use" error

An email address can only be used for one LuxID Account. If you see this error:

• You may already have a LuxID Account with this email address. Try signing in or resetting your password at the password reset page (opens in a new tab). Not sure whether you already registered this address? See Check for an account that exists.
• If you are sure you do not have an existing account, contact LuxID support.

Other problems

If your problem is not listed here, contact LuxID support. Please provide as much detail as possible, including screenshots of any error messages.