How do I access my selfcare?

Access to your Orange Customer Area is protected by two-factor authentication.
This feature enhances the security of your personal data and prevents unauthorized access to your account.

Two-factor authentication relies on two consecutive steps to validate your login:

1. Standard login: enter your usual username and password, then validate.
2. Additional verification: confirm your identity using a one-time code, sent via SMS, email, or an authentication app (Google Authenticator, Microsoft Authenticator, Authy, etc.).

The code is sent to the contact details registered in your Orange account. If your phone number or email address is no longer up to date, please contact our customer service before logging in.

During your first login, you will need to choose your preferred authentication method:

• Receive the code by SMS
• Receive the code by email
• Use an app

This choice will be saved for future logins, but you can change it at any time by clicking “Change to different verification method” at the bottom of the page.

1. Log in with your username and password.
2. During your first login, select Receive the code by SMS.
3. You will receive an SMS from 60200, containing a one-time code sent to your registered contact number (partially masked for recognition).
4. Enter this code on the login portal, then click Verify code.

1. Log in with your username and password.
2. During your first login, select Receive the code by email.
3. You will receive an email from noreply@orange.lu, containing a one-time code sent to your registered email address (partially masked for recognition).
4. Enter this code on the portal, then click Verify code.

1. Log in with your username and password.
2. During your first login, select Use an app.
3. You will receive an email from noreply@orange.lu containing a one-time code. Enter this code to access the configuration.
4. Scan the QR code using your authentication app (Google Authenticator, Microsoft Authenticator, Authy, etc.).
5. Enter the code generated by the app, then click Verify code.

During future logins, you can skip steps 1–4 and go directly to step 5.

Which authentication apps does Orange recommend?
Several reliable and secure apps are compatible:

Google Authenticator: App Store | Google Play
Microsoft Authenticator: App Store | Google Play
Twilio Authy: App Store | Google Play
On iPhone, this feature is also integrated into the Passwords app.

Is two-factor authentication mandatory?
Yes. It is required to access your Customer Area and ensure the security of your data.

Can I change my authentication method?
Yes. You can change it at any login by clicking “Change verification method”.

What if I lose access to my verification method?
If you no longer have access to your phone number or email, choose another method to log in, then update your contact details in your Customer Area.
If you lost access to your authentication app, click “Reset authentication app” to reconfigure it.

Why am I unable to access my Customer Area from abroad?

For security reasons, access to the Customer Area is only allowed from the following countries:

• Austria
• Belgium
• Denmark
• France
• Germany
• Ireland
• Italy
• Luxembourg
• Netherlands
• Poland
• Portugal
• Spain
• Switzerland
• United Kingdom

If you attempt to log in from any other country, access will be automatically denied.

Expired code
You have 5 minutes to enter your one-time code.
If this time expires, click “Resend verification code” to receive a new code and continue logging in.

SMS or email not received
Click “Resend code” to receive a new one.
If the problem persists, change your authentication method.

Temporarily blocked account
After five unsuccessful login attempts, your account will be temporarily blocked for security reasons.
Please wait a few moments before trying again.

Lost, stolen, or reset phone
If you no longer have access to your phone, click “Change authentication method”, then select Receive the code by email.
This option allows you to receive your code via email from any device.

For any persistent issues, contact our customer service by phone at 800 61 606 (Monday to Friday, 8:00 AM–8:00 PM, and Saturday, 8:00 AM–5:00 PM) or via WhatsApp at +352 661 888 222 for personalized assistance.