Change the phone number on your account and how it's used

Source: https://docs.luxid.lu/en/users/account/change-the-phone-number-on-your-account-and-how-its-used/

Last updated: 2026-09-24

Manage your phone number

You can add, update, or remove a phone number on your LuxID Account. Your phone number is optional and can be used for 2-Step Verification as well as shared with LuxID Partners with your consent.

Add a phone number

1. Go to your LuxID Account (opens in a new tab).
2. Go to Account > Contact information > Phone number.
3. Click the option to add a phone number.
4. Enter your mobile number and select the phone use: Personal or Professional.
5. LuxID sends a one-time code by SMS to verify the number. Enter the code on the LuxID page. If you cannot receive SMS, you can request a voice call instead.
6. After verification, you are asked whether you want to use this phone number for 2-Step Verification.

If you closed the verification window: Go back to Account > Contact information > Phone number. Your number will appear as Pending verification. Click on the pending label to reopen the verification form and enter the code.

If you entered the wrong number: A number left Pending still occupies the phone-number slot, so you cannot simply add the correct one alongside it. Remove the pending entry first (see Remove a phone number below), then add the right number and verify it. A pending number does not stop you signing in - it is only unverified, not blocking.

Learn how to recognise legitimate LuxID messages.

tip

You do not need to send an identity document to add or change your phone number. Entering the one-time code sent to the new number is how LuxID confirms the number is yours.

Using a number from outside Luxembourg

A non-Luxembourgish mobile number is fine. Some countries are not in the country list, however, and one-time-code delivery is not guaranteed everywhere. See Using LuxID from outside Luxembourg.

Change a phone number

note

You cannot edit an existing phone number directly. Add the new number first, then remove the old one.

To change your number:

1. Add your new phone number first (see steps above).
2. Remove the old phone number.

Old number or SIM already lost or unreachable? If the old number was your only 2-Step Verification method and you can no longer sign in, see What to do if you've lost your 2-Step Verification device.

Remove a phone number

1. Go to your LuxID Account (opens in a new tab).
2. Go to Account > Contact information > Phone number.
3. Find the number you want to remove and click the Remove icon.

Important

If the phone number you are removing is your only 2-Step Verification method, make sure you have another method configured first (e.g., an authenticator app or passkey) in order to secure your account and/or avoid getting locked out. See Avoid getting locked out.

Moving to a new phone

Getting a new phone is one of the most common ways people accidentally lock themselves out of their account. Your old phone can hold up to three things LuxID relies on for 2-Step Verification, and each one moves differently:

• Your phone number (the SIM card) - receives one-time codes by SMS or voice call. It follows your SIM or your number port, not the handset.
• Your authenticator app - the app that shows a fresh 6-digit code every 30 seconds. Its codes are stored on the phone itself, so they do not follow your number or your SIM. Even if you keep the same number, the codes stay behind on the old phone.
• Your passkeys - usually tied to the device they were created on, or to the Apple, Google, or Microsoft account they sync with.

The trick is to move each one in the right order, while your old phone and its number still work. To see which methods you use, go to LuxID Account (opens in a new tab) > Security and look at the 2-Step Verification section.

Do these steps before you reset, sell, trade in, or throw away your old phone, and before you deactivate the old SIM card:

1. Update your phone number in your LuxID Account first. If your number is changing, add the new number and confirm it before the old SIM stops working. Go to LuxID Account (opens in a new tab) > Account > Contact information > Phone number, add the new number, and enter the one-time code LuxID sends to it. Then remove the old number. If your number is staying the same and only the phone is changing, you can skip this step.

2. Move your authenticator app to the new phone. Install your authenticator app on the new phone, then choose one of these two ways:

   • Use the app's own transfer or backup feature, if it has one. Many authenticator apps can export their codes, transfer them to another phone, or restore them from a backup. Your LuxID entry then moves with the others, and there is nothing to change in your LuxID Account.
   • Set it up again from your LuxID Account. With the old phone still in your hand, go to LuxID Account (opens in a new tab) > Security > 2-Step Verification. Remove the old authenticator app - you may be asked for a current code from it, which is why the old phone must still work at this point. Then add an authenticator app again and scan the QR code with the app on your new phone.

   Either way, check that the code shown on the new phone is accepted, for example by signing out and signing back in, before you wipe the old phone. If you set up 2-Step Verification by SMS or a passkey as well, keep it switched on during the move so you always have a second way in. See 2-Step Verification.

3. Re-register your passkeys on the new device. A passkey is usually tied to the device it was created on. If your passkeys sync through your Apple, Google, or Microsoft account, they may already be available on your new phone once you sign in to that account. If not, add a new passkey from LuxID Account (opens in a new tab) > Security on the new device. See Passkeys.

tip

Do all of this while both phones (or at least the old phone and its number) still work. Once you have confirmed you can sign in from the new phone with each method you use, it is safe to reset the old phone and deactivate the old SIM.

Already lost access to your old phone or number?

• Old number no longer works. If your old SIM is gone or unreachable and it was one of your 2-Step Verification methods, you cannot receive its codes any more. If you set up another method (an authenticator app, a passkey, or LuxTrust), sign in with it and then update your phone number as described above.
• Authenticator app left on the old phone. If the old phone was lost, broken, or reset before you moved the app, its codes cannot be recovered on the new phone. If you set up another method (SMS on a number you still have, a passkey, or LuxTrust), sign in with it, remove the old authenticator app in LuxID Account (opens in a new tab) > Security, and set it up again on the new phone. Removing the old app may ask for a code you can no longer produce - if so, contact LuxID support to have it removed.
• It was your only method. If the lost number or authenticator app was your only 2-Step Verification method, see What to do if you've lost your 2-Step Verification device - LuxID support can help you verify your identity and regain access.

How your phone number is used

Your phone number on LuxID can be used for:

• 2-Step Verification - Receive a one-time code via SMS or voice call when signing in, as an additional layer of security. Learn more about 2-Step Verification.
• Sharing with LuxID Partners - With your consent, a LuxID Partner may request access to your phone number. Depending on what the partner needs, the request can be more or less specific: the full number; simply whether a verified phone number exists on your account; which country your number belongs to; or whether it belongs to a particular country (answered with a simple yes or no). You always decide whether to grant access on the consent screen.

tip

Use a mobile phone number that:

• Can receive text messages.
• Belongs only to you.
• You use regularly and keep with you.

Keep your LuxID Account personal

A LuxID Account is designed for one person. Avoid sharing a single account - and a single phone used for 2-Step Verification - across several people. When a team relies on one shared account and one mobile, everyone can be locked out as soon as the person who holds that phone is unavailable, for example while they are on holiday. Keep one LuxID Account per person, and use a phone number that belongs to that person for 2-Step Verification. If several people in an organisation need access, each should have their own LuxID Account.