Help and technical support

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

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

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). 

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.

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.