Resending the eID card's PIN and PUK codes
Last update
If you requested the activation of the electronic certificates when applying for your new Luxembourg identity card, a letter with the PIN and PUK codes will be sent to you by post. If, for example, you have lost this letter or it has been destroyed, you can submit a request to the Guichet.lu Helpdesk to have the letter sent to you again.
Who is concerned
Anyone with a Luxembourg identity card on which the electronic certificates are activated.
How to proceed
If you wish to receive a new letter with the PIN and PUK codes for your identity card, you can request this :
- via the required form (see 'Online services and forms'); or
- by telephone or video call.
- Form
- Telephone or video call
To request a new letter with your PIN and PUK codes, you can fill in a form (see 'Online services and forms').
Once you have filled in the form, a PDF document is generated with the information you entered. You can then:
- download the document;
- sign it; and
- send it, together with a copy of your identity card:
- by email to support@guichet.etat.lu; or
- by post to the following address:
Équipe Helpdesk eID
560, rue de Neudorf
L-2220 Luxembourg
The Helpdesk will then contact you to verify the personal data collected.
In order to request a new letter with your PIN and PUK codes by phone, you can also call the Guichet.lu Helpdesk:
- by telephone at (+352) 247 82 000 on working days from 8.00 to 18.00;
- by video call on working days from 8.30 to 17.30;
When making an appointment for a video call, you must first select the option 'Question to the Guichet.lu Helpdesk (video call)' under 'Application details', and then the 'Question about the request to resend the PIN and PUK codes of the eID card'.
During the call, the Helpdesk collects the information required to be able to meet your request.
After checking the personal data collected, a new letter with the initial PIN and PUK code is sent to your home address.
If your request is incomplete or your identity is in doubt, you will have to go in person to the Guichet.lu reception desk, located on rue Notre-Dame in Luxembourg City, for a face-to-face identity check.
If the person who needs the codes to be re-sent is a minor, the request must be made by:
- one of their parents exercising parental authority; or
- their legal guardian.
Online services and forms
Online services
Appointment booking
Who to contact
-
Guichet.lu Helpdesk
- Address:
- 11, rue Notre-Dame L-2240 Luxembourg
- Phone:
-
(+352) 247 82 000
Our Helpdesk can be reached by telephone on working days from 8.00 to 18.00 (on Tuesday 24 December 2024, exceptionally until 12.00).
You can also book an appointment for a video call via MyGuichet.lu.
Please note that the Guichet.lu Helpdesk provides general information on administrative procedures. It does not have access to the files you have submitted to a public body in Luxembourg. If you have specific questions, the Helpdesk will direct you to the appropriate administration.
-
Physical Guichet.lu reception desk
- Address:
- 11, rue Notre-Dame L-2240 Luxembourg
Closed ⋅ Opens Monday at 8.00
- Saturday:
- Closed
- Sunday:
- Closed
- Monday:
- 8.00 to 17.00
- Tuesday:
- 8.00 to 12.00
- Wednesday:
- Closed
- Thursday:
- Closed
- Friday:
- 8.00 to 17.00
Please note that the Guichet.lu reception desk provides general information on administrative procedures. It does not have access to the files you have submitted to a public body in Luxembourg. If you have specific questions, it will direct you to the appropriate administration.
Related procedures and links
Procedures
Links
Further information
on the website of the Government IT Centre (CTIE)
