Help and technical support

Did you know that the latest version of the LuxTrust mobile app allows you turn on automatic backups of your LuxTrust data?

1. Why create backups?

Creating backups makes it easier to reinstall the LuxTrust Mobile app when you change phones. If you had automatic backups set up on your old phone, you’ll be able to securely install the LuxTrust app on your new phone without contacting LuxTrust Support.

2. What are the steps to follow?

Open your LuxTrust Mobile app and go to the Security tab (via the LuxTrust app menu in the top left).

Click on the ‘Backup your account’ button.

Accept and the activation is complete.

The process is the same if you want to check you have backups switched on.

First, make sure you have the LuxTrust Mobile app installed on your new smartphone (if not, install it from your app store).

• Open the app on your new smartphone. Click on ‘Login’ when you reach the welcome screen.
• Then enter your User ID and your personal LuxTrust password.

At this point, there are several possible scenarios:

• Scenario 1: a backup was made on your old smartphone (see point above) and your new smartphone has the same OS as the old one (iOS or Android).
   
• Scenario 2: you still have your old smartphone or another LuxTrust device. In that case, select it and continue the activation procedure using that smartphone or device.
• Scenario 3: you do not have, or no longer have, a working LuxTrust device. Please contact LuxTrust customer services on (+352) 24 550 550. Once you have been identified, an agent will send you a LuxTrust Security Code by email. In your LuxTrust app, select ‘I no longer have a device’ at the bottom of the screen. You will then need to enter your LuxTrust password and the code you received by email to finalise the activation of your app.

NB: For your security and convenience, we recommend that you accept the use of biometric data (facial recognition or fingerprints), app notifications and automatic account backups when prompted to do so by the LuxTrust Mobile app.

You can retrieve your LuxTrust password using the initial password in the letter you received from LuxTrust.

• If you still have your initial password or your letter from LuxTrust, go to the LuxTrust website to retrieve your password
• If you no longer have your initial password or your original letter from LuxTrust, contact the BL-Support team, who will send you your original login credentials by letter or SMS

You can find your LuxTrust User ID in the letter you received from LuxTrust when your certificate was created.

If you no longer have this letter, contact your adviser.

As a security precaution, your LuxTrust certificate will be blocked after 5 failed login attempts. It will be unblocked automatically after 12 hours.

If you want to unblock your LuxTrust certificate immediately, there are 2 options:

Unblock your account on-line

You will need the initial password which you received from LuxTrust by letter or SMS. Go to the LuxTrust website to unblock your account on-line

Unblock your account by phone

Call the LuxTrust helpdesk on (+352) 24 550 550

You can connect to the Banque de Luxembourg E-Banking area using any LuxTrust device.

However, to access the full range of E-Banking features, you must use Banque de Luxembourg’s preferred means of authentication: LuxTrust Scan or the LuxTrust Mobile app.

If you lose your LuxTrust Scan device, contact your adviser, who will send you a new one.

When you receive your new LuxTrust Scan device, you will need to link it to your LuxTrust certificate using the steps below:

• Go to the LuxTrust website
• Click "LOGIN" in the "Manage my products" menu
• Authenticate yourself using an active LuxTrust device. (If you do not have one, you must call the LuxTrust helpdesk to obtain a ‘security code’ which you can use to authenticate yourself)
• The details of your certificate will appear on the screen
• Go to the line displaying the LuxTrust Scan icon and press "Remove your device" 
• Then, on the same line displaying the LuxTrust Scan icon, press the "Connect a device " button and follow the activation procedure for your new device

If you have questions, contact the BL-Support team.

Before you can use the LuxTrust Scan device or the LuxTrust Mobile app, you will need an electronic certificate issued by LuxTrust. The electronic certificate can be compared to a digital ID card allowing you to prove your personal identity and encrypt the data you exchange.

LuxTrust may contact you by email in connection with the activation, renewal and expiry of your certificate.

LuxTrust will never ask you to provide personal data by email.

Your LuxTrust icertificate is valid for 3 years and must be renewed every 3 years.

Shortly before your certificate expires, you will receive an email notification from LuxTrust inviting you to renew your certificate.

It is important to renew your certificate before it expires to ensure continuous acces to the Banque de Luxembourg E-Banking area.

You can check the status of your certificate and the details registered on it at any time by visiting the LuxTrust website.

Banque de Luxembourg has partnered with LuxTrust to offer a new secure authentication solution: LuxTrust Scan and its mobile version, the LuxTrust Mobile app.

LuxTrust is a certification authority that issues and monitors secure electronic certificates. LuxTrust was founded on 18 November 2005 by the Luxembourg government and key players in th financial sector.

LuxTrust offers secure solutions for authentication between on-line partners and digital signing of on-line transactions.

LuxTrust S.A. has had Financial Sector Professional (PSF) status since 27 June 2006. This allows it to work even more closely with financial sector professionals while guaranteeing the necessary confidentiality and security.

LuxTrust S.A. is listed as “under supervision” by ILNAS, the Luxembourg public standardisation service, as a certification service provider (CSP) under number 2013/8/001. This attests to LuxTrust’s expertise and strict compliance with the most stringent European security norms and standards.

Please contact your adviser, who’ll help you activate access to your online accounts. They can help you with any questions relating to your accounts.

Go to “Getting started with itsme” on the website www.itsme.be and follow the on-screen instructions.

You will first need to link your itsme identity to our online banking services. There are two ways to do this:

1. Using the LuxTrust website

Go to the LuxTrust website;

• In “ Manage my products ”, click on “CONNECT TO MY LUXTRUST”;
• Identify yourself using the LuxTrust device that you normally use to access our online banking services.
• The screen will then display the details of your certificate and your LuxTrust devices. At the bottom of the list of devices, under the itsme icon, click on “Associate” and identify yourself with your itsme identity

2. Using Banque de Luxembourg’s mybank website

Go to www.mybank.lu;

• Choose itsme as the authentication mode and identify yourself using your itsme identity;
• In the “BL Web User” field, enter your Banque de Luxembourg BL Web User, which is shown on the Webcard given to you by your adviser You can also find it in the “... More” tab of your BL Mobile Banking app and in the “Profile” menu of the E-Banking website.

You can now use your itsme identity.

If you have already installed the BL Mobile Banking app and configured it with your LuxTrust account, and now want to use it with itsme:

In the “ Password ” field in the app’s home screen, tap on “ Forgotten? ”. Then select itsme as the authentication mode and connect to your itsme account.

If you haven’t yet installed the BL Mobile app:

Search for the BL Mobile Banking app in your smartphone’s app store and download it. Then launch the app and click on “Identify yourself”. Choose itsme as the authentication mode and connect to your itsme account.

To use Apple Pay with Banque de Luxembourg, you will need:

• A valid Banque de Luxembourg payment card
• A compatible Apple device
• The latest version of iOS, watchOS or macOS
• An Apple ID linked to iCloud
• Service available from age 16

Apple Pay is free to set up and use. However, you will need an internet connection to register your card. Your internet provider may apply additional charges.

Apple Pay is available for all our clients with the payment cards below:

• Visa Debit Jeunes 
• Visa Debit 
• VISA Classic 
• VISA Premier
• VISA Business
• VISA Infinite

You can use the same card with up to nine different devices.

You can add up to 12 cards with iPhone 8, iPhone 8 Plus and later, and with Apple Watch Series 3 and later. With older models, you can add up to 8 cards. 

The maximum payment amount for Apple Pay is the same as your Banque de Luxembourg card limit.

You can use Apple Pay with a valid Banque de Luxembourg payment card in participating shops worldwide.

All Banque de Luxembourg credit and debit cards include contactless technology. You will see the contactless symbol on the front of your card. With Apple Pay, you can use this contactless technology and your smartphone to pay without entering your PIN code, even for purchases above the €50 contactless limit.

For every payment you make using your iPhone, iPad or Mac, you must authenticate yourself using Face ID, Touch ID or the passcode you use to unlock your device.

Your Apple Watch is protected by the passcode that only you know, and this passcode is required every time you put on your Apple Watch or when you pay using Apple Pay. Your card details are never shared with the seller.

When you pay in shops, neither Apple nor your device sends your card number to sellers. When you pay within apps and on the web in Safari, the seller will only receive information such as the name, email address and billing or shipping address that you provided at checkout.

Apple Pay retains anonymous information about the transaction, such as the approximate purchase amount. This information cannot be traced back to you and never includes what you are buying. Apps using Apple Pay must have a privacy policy that you can see, explaining how they use your data.

To remove a card (for example to replace V-Pay with Visa Debit), go to your wallet. You must first remove V-Pay from your device before you can add your new Visa Debit to Apple Pay. To do this:

• Tap the V-Pay card you want to remove.
• Next tap the More button at the top right of your screen.
• Then tap Remove Card.

Once you have removed V-Pay, you can add your Visa Debit to Apple Pay.

Contact Worldline Financial Services (Europe) S.A. immediately on (+352) 49 10 10 (24/7) to block your card, then contact your banking adviser on (+352) 49 924 1 to order a new card if you need one. Loss or theft must be reported to the local police.

This may be due to a variety of reasons. Please contact your adviser on their direct line or via the Bank's main reception (+352) 49 924–1 (Monday to Friday, 8 am to 6 pm). 

Contactless payment technology allows you to make purchases without having to insert a credit card into a terminal. To make a payment, just wave your card close to a terminal displaying this symbol :

In Luxembourg, contactless payments can be made for any amount.

For amounts under 50 EUR, you do not need to use your PIN code.

For amounts over 50 EUR, your PIN code will be requested. These are the limits for Luxembourg, but they vary from country to country. 

Circumstances may require to adjust the limit.

No, it is impossible to make a contactless payment by accident. You can only initiate the payment by waving your card a few centimetres away from the terminal to approve the registered amount. Beyond this distance, the contactless technology cannot be activated. This means that you have complete control over your contactless payments. A sales receipt is issued at the end of every contactless transaction.

3D Secure is a security service for online credit card payments aimed at reducing the fraudulent use of credit cards on the internet. It is used by websites displaying the following logo:

Since 1 January 2021, online transactions have been validated through the ‘LuxTrust Mobile’ authentication solution. The ‘LuxTrust Mobile’ authentication solution is the only way to validate online purchases through your smartphone.

Follow the step-by-step instructions on 3D Secure : Enhanced security for your online payments.

You can take some practical steps to safeguard against risk. Before any transaction, check that you are in a secure virtual environment (a key or padlock icon will show up on your screen or the https:// address will be displayed in the address field on your browser). Only purchase goods or services from merchants of good repute. Avoid lesser known sites or try to find out more about them before making a purchase. In the event of a suspicious transaction, contact Worldline Financial Services (Europe) S.A. immediately on (+352) 49 10 10 (24/7) to block your card. 

A personalised PIN code is easier to remember so it is more secure as it will save you from having to write down the number (which we strongly advise against). It is also unwise to disclose your PIN code to anyone else. You can personalise the PIN code on your V Pay card at Banque de Luxembourg cash machines. You can change the PIN code of your VISA or MasterCard payment cards at any cash machines in Luxembourg.

Your credit card will be blocked if the wrong PIN code is entered three times in succession. This is a security measure to prevent your card from being used by unauthorised persons. To unblock your card, contact your banking adviser on (+352) 49 924 1; your card will be re-activated and ready for use again within five minutes. If you forget your PIN code, your banking adviser will send you a new one within a few days.

The maximum monthly limit on your credit card is usually decided with your banking adviser when you first sign up for the card. However, it is possible to change it up or down on a temporary basis (e.g. when you go on holiday). This can be done by contacting your banking adviser on (+352) 49 924 1 or via your digital platforms (the BL Mobile Banking app or e-banking website).

If you regularly make payments in foreign currency, contact your banking adviser to discuss the most appropriate solution for your circumstances.

The statement dates for credit cards (see list of dates opposite) are produced every month. Statements are generated and usually sent 3 days after the statement date.

Click below to view the general terms and conditions for payment cards and insurance and assistance.

To protect against unexpected events, specific insurance (links to summary doc for each insurance/assistance policy) has been taken out with our partner AIG Europe Limited, Belgian branch. Any losses you incur will be reimbursed retrospectively subject to documentary evidence, provided the appropriate cover was included with your credit card. Before you can be reimbursed, you must fill in a claims declaration form (links to claims declaration forms) providing all the necessary information. This declaration must be sent (preferably by registered post) as soon as possible and at the latest within 20 calendar days of the date of the loss, except in exceptional circumstances or force majeure, at the following address:

AIG Europe Limited,
Belgian branch Claims Department
Boulevard de la Plaine,
11 B-1050 Brussels
Tel. +32 (0)2 739 96 20

To request assistance following an accident when abroad, contact VAB (Vlaamse Automobiel Bond) by phone on +32 (0)3 253 69 16

In the event of a claim, please complete the appropriate claim form below, providing all relevant information.

Banque de Luxembourg will never contact you by email to ask you for your personal login details, passwords, OTPs (One Time Passwords) or any other form of confidential information.

The Bank never asks its clients for their access codes (passwords, OTPs, etc.), whether by email, telephone or any other means of communication.

Choose a strong password (composed of at least 8 characters, including numbers and special characters) and change it regularly. Do not save this password on your browser. Use different passwords for each website you visit (E-Banking access to other banks, email, online shopping, social networks, forums, etc.).

To protect your E-Banking access, always use a computer you trust and know is secure; avoid public computers.

We recommend that you:

• install antivirus and antispyware software on your computer which is updated regularly and automatically
• install the latest software updates for your operating system and internet browser
• only install trustworthy software
• enable your operating system's firewall.

Go to the Banque de Luxembourg website by entering the address https://www.banquedeluxembourg.com in the address bar of your Internet browser or from your Favourites if you have previously assigned it.

1. Click on "MY ACCOUNT ONLINE" then select your authentication mode:

• Check that the address starts with "https"
• Check that there is a padlock symbol at the top of the secure page and that the padlock is closed

2. Double-click on the padlock

• A screen representing Banque de Luxembourg's digital certificate appears
• Check that the certificate actually belongs to Banque de Luxembourg

After checking your accounts online, always terminate the connection on your personal area of the website using the "Log off" button and close the window of your browser.

Don't forget to keep an eye on account movements.

This is a technique that computer hackers use to mimic emails or institutional websites to collect confidential data such as your credit card number, ID, password, name, first name, date of birth, address, phone number, etc.

In most cases, this scam uses fake emails from banks or official organisations. The messages use the pretext of a technical upgrade of the site in question or say that your personal details need to be verified. By clicking on a link contained in the email, you are redirected to a site that mimics the institutional site and invited to enter your personal data.

To protect against phishing, never click on a link or attachment in an unsolicited email. If you are in any doubt about the source of an email, delete it immediately.

Remember that Banque de Luxembourg and other financial institutions in general will never ask for a password, ID or OTP by email or phone call to a client.

If you lose your access codes, our BL-Support team will be glad to provide you with support.

Did you know that the latest version of the LuxTrust mobile app allows you turn on automatic backups of your LuxTrust data?

1. Why create backups?

Creating backups makes it easier to reinstall the LuxTrust Mobile app when you change phones. If you had automatic backups set up on your old phone, you’ll be able to securely install the LuxTrust app on your new phone without contacting LuxTrust Support.

2. What are the steps to follow?

Open your LuxTrust Mobile app and go to the Security tab (via the LuxTrust app menu in the top left).

Click on the ‘Backup your account’ button.

Accept and the activation is complete.

The process is the same if you want to check you have backups switched on.

First, make sure you have the LuxTrust Mobile app installed on your new smartphone (if not, install it from your app store).

• Open the app on your new smartphone. Click on ‘Login’ when you reach the welcome screen.
• Then enter your User ID and your personal LuxTrust password.

At this point, there are several possible scenarios:

• Scenario 1: a backup was made on your old smartphone (see point above) and your new smartphone has the same OS as the old one (iOS or Android).
   
• Scenario 2: you still have your old smartphone or another LuxTrust device. In that case, select it and continue the activation procedure using that smartphone or device.
• Scenario 3: you do not have, or no longer have, a working LuxTrust device. Please contact LuxTrust customer services on (+352) 24 550 550. Once you have been identified, an agent will send you a LuxTrust Security Code by email. In your LuxTrust app, select ‘I no longer have a device’ at the bottom of the screen. You will then need to enter your LuxTrust password and the code you received by email to finalise the activation of your app.

NB: For your security and convenience, we recommend that you accept the use of biometric data (facial recognition or fingerprints), app notifications and automatic account backups when prompted to do so by the LuxTrust Mobile app.

You can retrieve your LuxTrust password using the initial password in the letter you received from LuxTrust.

• If you still have your initial password or your letter from LuxTrust, go to the LuxTrust website to retrieve your password
• If you no longer have your initial password or your original letter from LuxTrust, contact the BL-Support team, who will send you your original login credentials by letter or SMS

You can find your LuxTrust User ID in the letter you received from LuxTrust when your certificate was created.

If you no longer have this letter, contact your adviser.

As a security precaution, your LuxTrust certificate will be blocked after 5 failed login attempts. It will be unblocked automatically after 12 hours.

If you want to unblock your LuxTrust certificate immediately, there are 2 options:

Unblock your account on-line

You will need the initial password which you received from LuxTrust by letter or SMS. Go to the LuxTrust website to unblock your account on-line

Unblock your account by phone

Call the LuxTrust helpdesk on (+352) 24 550 550

You can connect to the Banque de Luxembourg E-Banking area using any LuxTrust device.

However, to access the full range of E-Banking features, you must use Banque de Luxembourg’s preferred means of authentication: LuxTrust Scan or the LuxTrust Mobile app.

If you lose your LuxTrust Scan device, contact your adviser, who will send you a new one.

When you receive your new LuxTrust Scan device, you will need to link it to your LuxTrust certificate using the steps below:

• Go to the LuxTrust website
• Click "LOGIN" in the "Manage my products" menu
• Authenticate yourself using an active LuxTrust device. (If you do not have one, you must call the LuxTrust helpdesk to obtain a ‘security code’ which you can use to authenticate yourself)
• The details of your certificate will appear on the screen
• Go to the line displaying the LuxTrust Scan icon and press "Remove your device" 
• Then, on the same line displaying the LuxTrust Scan icon, press the "Connect a device " button and follow the activation procedure for your new device

If you have questions, contact the BL-Support team.

Before you can use the LuxTrust Scan device or the LuxTrust Mobile app, you will need an electronic certificate issued by LuxTrust. The electronic certificate can be compared to a digital ID card allowing you to prove your personal identity and encrypt the data you exchange.

LuxTrust may contact you by email in connection with the activation, renewal and expiry of your certificate.

LuxTrust will never ask you to provide personal data by email.

Your LuxTrust icertificate is valid for 3 years and must be renewed every 3 years.

Shortly before your certificate expires, you will receive an email notification from LuxTrust inviting you to renew your certificate.

It is important to renew your certificate before it expires to ensure continuous acces to the Banque de Luxembourg E-Banking area.

You can check the status of your certificate and the details registered on it at any time by visiting the LuxTrust website.

Banque de Luxembourg has partnered with LuxTrust to offer a new secure authentication solution: LuxTrust Scan and its mobile version, the LuxTrust Mobile app.

LuxTrust is a certification authority that issues and monitors secure electronic certificates. LuxTrust was founded on 18 November 2005 by the Luxembourg government and key players in th financial sector.

LuxTrust offers secure solutions for authentication between on-line partners and digital signing of on-line transactions.

LuxTrust S.A. has had Financial Sector Professional (PSF) status since 27 June 2006. This allows it to work even more closely with financial sector professionals while guaranteeing the necessary confidentiality and security.

LuxTrust S.A. is listed as “under supervision” by ILNAS, the Luxembourg public standardisation service, as a certification service provider (CSP) under number 2013/8/001. This attests to LuxTrust’s expertise and strict compliance with the most stringent European security norms and standards.

Please contact your adviser, who’ll help you activate access to your online accounts. They can help you with any questions relating to your accounts.

Go to “Getting started with itsme” on the website www.itsme.be and follow the on-screen instructions.

You will first need to link your itsme identity to our online banking services. There are two ways to do this:

1. Using the LuxTrust website

Go to the LuxTrust website;

• In “ Manage my products ”, click on “CONNECT TO MY LUXTRUST”;
• Identify yourself using the LuxTrust device that you normally use to access our online banking services.
• The screen will then display the details of your certificate and your LuxTrust devices. At the bottom of the list of devices, under the itsme icon, click on “Associate” and identify yourself with your itsme identity

2. Using Banque de Luxembourg’s mybank website

Go to www.mybank.lu;

• Choose itsme as the authentication mode and identify yourself using your itsme identity;
• In the “BL Web User” field, enter your Banque de Luxembourg BL Web User, which is shown on the Webcard given to you by your adviser You can also find it in the “... More” tab of your BL Mobile Banking app and in the “Profile” menu of the E-Banking website.

You can now use your itsme identity.

If you have already installed the BL Mobile Banking app and configured it with your LuxTrust account, and now want to use it with itsme:

In the “ Password ” field in the app’s home screen, tap on “ Forgotten? ”. Then select itsme as the authentication mode and connect to your itsme account.

If you haven’t yet installed the BL Mobile app:

Search for the BL Mobile Banking app in your smartphone’s app store and download it. Then launch the app and click on “Identify yourself”. Choose itsme as the authentication mode and connect to your itsme account.

To use Apple Pay with Banque de Luxembourg, you will need:

• A valid Banque de Luxembourg payment card
• A compatible Apple device
• The latest version of iOS, watchOS or macOS
• An Apple ID linked to iCloud
• Service available from age 16

Apple Pay is free to set up and use. However, you will need an internet connection to register your card. Your internet provider may apply additional charges.

Apple Pay is available for all our clients with the payment cards below:

• Visa Debit Jeunes 
• Visa Debit 
• VISA Classic 
• VISA Premier
• VISA Business
• VISA Infinite

You can use the same card with up to nine different devices.

You can add up to 12 cards with iPhone 8, iPhone 8 Plus and later, and with Apple Watch Series 3 and later. With older models, you can add up to 8 cards. 

The maximum payment amount for Apple Pay is the same as your Banque de Luxembourg card limit.

You can use Apple Pay with a valid Banque de Luxembourg payment card in participating shops worldwide.

All Banque de Luxembourg credit and debit cards include contactless technology. You will see the contactless symbol on the front of your card. With Apple Pay, you can use this contactless technology and your smartphone to pay without entering your PIN code, even for purchases above the €50 contactless limit.

For every payment you make using your iPhone, iPad or Mac, you must authenticate yourself using Face ID, Touch ID or the passcode you use to unlock your device.

Your Apple Watch is protected by the passcode that only you know, and this passcode is required every time you put on your Apple Watch or when you pay using Apple Pay. Your card details are never shared with the seller.

When you pay in shops, neither Apple nor your device sends your card number to sellers. When you pay within apps and on the web in Safari, the seller will only receive information such as the name, email address and billing or shipping address that you provided at checkout.

Apple Pay retains anonymous information about the transaction, such as the approximate purchase amount. This information cannot be traced back to you and never includes what you are buying. Apps using Apple Pay must have a privacy policy that you can see, explaining how they use your data.

To remove a card (for example to replace V-Pay with Visa Debit), go to your wallet. You must first remove V-Pay from your device before you can add your new Visa Debit to Apple Pay. To do this:

• Tap the V-Pay card you want to remove.
• Next tap the More button at the top right of your screen.
• Then tap Remove Card.

Once you have removed V-Pay, you can add your Visa Debit to Apple Pay.

Contact Worldline Financial Services (Europe) S.A. immediately on (+352) 49 10 10 (24/7) to block your card, then contact your banking adviser on (+352) 49 924 1 to order a new card if you need one. Loss or theft must be reported to the local police.

This may be due to a variety of reasons. Please contact your adviser on their direct line or via the Bank's main reception (+352) 49 924–1 (Monday to Friday, 8 am to 6 pm). 

Contactless payment technology allows you to make purchases without having to insert a credit card into a terminal. To make a payment, just wave your card close to a terminal displaying this symbol :

In Luxembourg, contactless payments can be made for any amount.

For amounts under 50 EUR, you do not need to use your PIN code.

For amounts over 50 EUR, your PIN code will be requested. These are the limits for Luxembourg, but they vary from country to country. 

Circumstances may require to adjust the limit.

No, it is impossible to make a contactless payment by accident. You can only initiate the payment by waving your card a few centimetres away from the terminal to approve the registered amount. Beyond this distance, the contactless technology cannot be activated. This means that you have complete control over your contactless payments. A sales receipt is issued at the end of every contactless transaction.

3D Secure is a security service for online credit card payments aimed at reducing the fraudulent use of credit cards on the internet. It is used by websites displaying the following logo:

Since 1 January 2021, online transactions have been validated through the ‘LuxTrust Mobile’ authentication solution. The ‘LuxTrust Mobile’ authentication solution is the only way to validate online purchases through your smartphone.

Follow the step-by-step instructions on 3D Secure : Enhanced security for your online payments.

You can take some practical steps to safeguard against risk. Before any transaction, check that you are in a secure virtual environment (a key or padlock icon will show up on your screen or the https:// address will be displayed in the address field on your browser). Only purchase goods or services from merchants of good repute. Avoid lesser known sites or try to find out more about them before making a purchase. In the event of a suspicious transaction, contact Worldline Financial Services (Europe) S.A. immediately on (+352) 49 10 10 (24/7) to block your card. 

A personalised PIN code is easier to remember so it is more secure as it will save you from having to write down the number (which we strongly advise against). It is also unwise to disclose your PIN code to anyone else. You can personalise the PIN code on your V Pay card at Banque de Luxembourg cash machines. You can change the PIN code of your VISA or MasterCard payment cards at any cash machines in Luxembourg.

Your credit card will be blocked if the wrong PIN code is entered three times in succession. This is a security measure to prevent your card from being used by unauthorised persons. To unblock your card, contact your banking adviser on (+352) 49 924 1; your card will be re-activated and ready for use again within five minutes. If you forget your PIN code, your banking adviser will send you a new one within a few days.

The maximum monthly limit on your credit card is usually decided with your banking adviser when you first sign up for the card. However, it is possible to change it up or down on a temporary basis (e.g. when you go on holiday). This can be done by contacting your banking adviser on (+352) 49 924 1 or via your digital platforms (the BL Mobile Banking app or e-banking website).

If you regularly make payments in foreign currency, contact your banking adviser to discuss the most appropriate solution for your circumstances.

The statement dates for credit cards (see list of dates opposite) are produced every month. Statements are generated and usually sent 3 days after the statement date.

Click below to view the general terms and conditions for payment cards and insurance and assistance.

To protect against unexpected events, specific insurance (links to summary doc for each insurance/assistance policy) has been taken out with our partner AIG Europe Limited, Belgian branch. Any losses you incur will be reimbursed retrospectively subject to documentary evidence, provided the appropriate cover was included with your credit card. Before you can be reimbursed, you must fill in a claims declaration form (links to claims declaration forms) providing all the necessary information. This declaration must be sent (preferably by registered post) as soon as possible and at the latest within 20 calendar days of the date of the loss, except in exceptional circumstances or force majeure, at the following address:

AIG Europe Limited,
Belgian branch Claims Department
Boulevard de la Plaine,
11 B-1050 Brussels
Tel. +32 (0)2 739 96 20

To request assistance following an accident when abroad, contact VAB (Vlaamse Automobiel Bond) by phone on +32 (0)3 253 69 16

In the event of a claim, please complete the appropriate claim form below, providing all relevant information.

Banque de Luxembourg will never contact you by email to ask you for your personal login details, passwords, OTPs (One Time Passwords) or any other form of confidential information.

The Bank never asks its clients for their access codes (passwords, OTPs, etc.), whether by email, telephone or any other means of communication.

Choose a strong password (composed of at least 8 characters, including numbers and special characters) and change it regularly. Do not save this password on your browser. Use different passwords for each website you visit (E-Banking access to other banks, email, online shopping, social networks, forums, etc.).

To protect your E-Banking access, always use a computer you trust and know is secure; avoid public computers.

We recommend that you:

• install antivirus and antispyware software on your computer which is updated regularly and automatically
• install the latest software updates for your operating system and internet browser
• only install trustworthy software
• enable your operating system's firewall.

Go to the Banque de Luxembourg website by entering the address https://www.banquedeluxembourg.com in the address bar of your Internet browser or from your Favourites if you have previously assigned it.

1. Click on "MY ACCOUNT ONLINE" then select your authentication mode:

• Check that the address starts with "https"
• Check that there is a padlock symbol at the top of the secure page and that the padlock is closed

2. Double-click on the padlock

• A screen representing Banque de Luxembourg's digital certificate appears
• Check that the certificate actually belongs to Banque de Luxembourg

After checking your accounts online, always terminate the connection on your personal area of the website using the "Log off" button and close the window of your browser.

Don't forget to keep an eye on account movements.

This is a technique that computer hackers use to mimic emails or institutional websites to collect confidential data such as your credit card number, ID, password, name, first name, date of birth, address, phone number, etc.

In most cases, this scam uses fake emails from banks or official organisations. The messages use the pretext of a technical upgrade of the site in question or say that your personal details need to be verified. By clicking on a link contained in the email, you are redirected to a site that mimics the institutional site and invited to enter your personal data.

To protect against phishing, never click on a link or attachment in an unsolicited email. If you are in any doubt about the source of an email, delete it immediately.

Remember that Banque de Luxembourg and other financial institutions in general will never ask for a password, ID or OTP by email or phone call to a client.

If you lose your access codes, our BL-Support team will be glad to provide you with support.