Here’s a few things you can do if you’re having trouble logging in to the online banking service:

BILnet for smartphone / tablet (BILnet app)

• Internet connection problem
  Check your Internet connection (Wi-Fi or 3G/4G/5G network). Make sure your Internet connection is stable and works properly.
• Update the BILnet app
  Check that you have the latest version of the app, and update it (via App Store or Google Play) if you don’t.
  
• Reset the BILnet app
  Click on the question mark in the top right of your app’s homepage. Click on “Reset my app” at the very bottom.
• Update your smartphone/tablet
  Check or update your smartphone/tablet. A simple restart can solve minor technical problems.
• PIN/Face ID problem
  Your app goes around in circles when you try to log in with your PIN or Face ID. If you keep having to enter your login details, then please delete and reinstall the app completely.
• Check your LuxTrust certificate and login details
  Make sure you're using the right LuxTrust certificate. You can do a test via “ Test my LuxTrust certificate"
  Make sure you're using the right LuxTrust username and password.
• BILnet connection method
  Check that you’re using the right method for connecting to BILnet (Account holder, Agent of a natural person, Agent of a legal entity).

BILnet for desktop

• Internet connection problem
  Check your Internet connection (Wi-Fi, Ethernet). Make sure your Internet connection is stable and works properly. Try rebooting your modem or router if necessary.
• Update your Internet browser
  Check that your browser is up to date. You could also try to log in from another browser to see if the problem goes away.
• Shortcuts/Favourites in your Internet browser
  Please don’t use a Favourites link to log in to BILnet, as it can disrupt access to the site. Log in at www.bil.com
• Clear your Internet browser’s cookies and cache
  Old data can sometimes cause problems with browsing and logging in by showing error messages. Clear the cookies and cache from your browser (Chrome, Edge, Mozilla, Safari, etc.).
• Check your LuxTrust certificate and login details
  Make sure you're using the right LuxTrust certificate. You can do a test via Test my LuxTrust certificate
  Make sure you're using the right LuxTrust username and password. Check that your keyboard’s Caps Lock is not on.
• BILnet connection method
  Vérifiez que vous avez choisi le bon mode de connexion pour vous connecter à BILnet (Titulaire, Mandataire d’une personne physique, Mandataire d’une personne morale).

If the problem continues, please contact the BIL Client Care Centre by telephone (+352 4590-5000) or email (technique@bil.com)
Try to provide as much detail as possible about the trouble you’re having. It will make it easier for us to help you. You can count on our team to provide individual support and get to the bottom of your problem.