Book an appointment for a video conference call with the Guichet.lu Helpdesk
Last update
If you need information or assistance regarding administrative procedures or the use of MyGuichet.lu, you can book an appointment for a video conference call with the Guichet.lu Helpdesk.
The advantages of a video conference call over a telephone call are as follows:
- you avoid potential waiting times (for example, during busy periods);
- you can schedule the call in advance to suit your needs and availability;
- you can interact face-to-face with one of our agents without having to come in person;
- if you state the reason for your enquiry when booking the appointment, our agents can prepare for your call in advance;
- when booking the appointment, you can already upload files (forms, screenshots, etc.) about which you have questions;
- during the video conference call, you can exchange messages and documents in real time.
You can book the appointment using authentication via your private eSpace on MyGuichet.lu.
Persons with no authentication device (e.g. a LuxTrust product) or no 13-digit national identification number (Matricule) can book an appointment without using authentication (i.e. without logging in to MyGuichet.lu).
Who is concerned
Anyone who wants to obtain information or help concerning:
- administrative procedures;
- how to use MyGuichet.lu.
Video conference calls are not available for immigration-related questions. Please see our 'Immigration' section for more information on this subject or use our contact form available online.
If you require information and prefer to speak to an agent directly on site, you can also book an appointment with the Guichet.lu reception desk, located in rue Notre-Dame in Luxembourg City.
Please note that the Guichet.lu Helpdesk as well as the agents at the reception desk only provide general information on administrative procedures. They do not have access to the files you have submitted to a public body in Luxembourg. If you have specific questions, you will be directed you to the appropriate administration.
Prerequisites
To take part in a video conference call, you don't need to install any additional software. All you need is a computer or a mobile device (smartphone or tablet):
- connected to the Internet ; and
- equipped with:
- a camera; and
- audio input and output equipment (microphone, speakers, headphones, etc.).
Deadlines
You can book an appointment for the same day (subject to availability).
How to proceed
Booking the appointment
You can book an appointment online via MyGuichet.lu for a video conference call with the Guichet.lu Helpdesk (see 'Online services and forms' below) .
The online booking system is currently only available in French.
You can book the appointment using authentication via your private eSpace on MyGuichet.lu. Persons with no authentication device (e.g. a LuxTrust product) can book their appointment without authentication.
Appointment time slots
Appointments are possible on working days from 8.30 in the morning. The latest available slot depends on the reason for the appointment, but the call will end at 18.00 at the latest.
Appointments are scheduled to last 30 minutes, but may be extended or shortened as required and depending on the availability of the Guichet.lu Helpdesk agent.
You can contact the Guichet.lu Helpdesk by telephone on (+352) 247 82 000 on working days from 8.00 am. You can also request information at any time via the contact form. However, the Guichet.lu Helpdesk only responds to enquiries during its usual opening hours.
Confirmation of appointment
- With authentication
- Without authentication
When your request for an appointment is accepted, you will receive an appointment confirmation message in your private eSpace provided you booked your appointment using authentication.
Once your appointment request has been accepted, you will receive an appointment confirmation by email with an attachment sent to the email address you provided when booking your appointment without authentication.
How the video conference call works
In the appointment confirmation, you will find a link to join what is known as the 'waiting room' for your video conference call. You do not need to install any additional software: you can join the waiting room directly via the browser on your mobile device or computer.
If you wish to join the video conference call from abroad, please note that the time slots shown on MyGuichet.lu are always in Central European Time (i.e. UTC+1 for winter time and UTC+2 for summer time).
- With authentication
- Without authentication
As an alternative to the link in the appointment confirmation, you can also join the waiting room via:
- the 'My appointments' section in your private eSpace;
- the 'Appointments' tab of your transmitted procedure, under 'My procedures'.
Important information for users of the mobile app
If you are using the MyGuichet.lu mobile app, please note that you must authenticate yourself before you can join the waiting room via your mobile device’s browser. Therefore, if, for example, you only use LuxTrust Scan for MyGuichet.lu, you must have the LuxTrust product with you at the time of your appointment.
After clicking on the link in the appointment confirmation, you can join the waiting room.
After testing your camera and your audio input and output equipment, you can join the video conference call.
You can join the video conference call up to 15 minutes before the appointment time. Please wait until the Guichet.lu Helpdesk agent is also connected.
Cancellation of the appointment
You can cancel your appointment yourself. Cancellation is possible up to 30 minutes before the appointment.
If you are more than 10 minutes late, the Guichet.lu Helpdesk reserves the right to cancel your appointment.
It is not possible to reschedule the appointment directly. If you are unable to attend your appointment, you must cancel it and book a new one.
- With authentication
- Without authentication
The cancellation link can be found in the message and in the attached document in your private eSpace. You can also cancel the appointment by clicking on the bin in:
- the 'My appointments' section of your private eSpace;
- the 'Appointments' tab of your transmitted procedure, under 'My procedures'.
To cancel an appointment using your mobile device (whether using the mobile app or your browser), you must first tap the 3 dots and then 'Cancel this appointment'.
You can cancel the appointment yourself. The cancellation link can be found in the email and the attachment sent to the email address you indicated at the time of booking your appointment.
Accessibility
To meet the needs of as many people as possible, the platform used for video conference calls:
- is compatible with screen readers (for blind or visually impaired users);
- has a built-in real-time chat function (for people who communicate in writing, whether or not they use speech).
Online services and forms
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.
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.
