FAQ

i-Hub is a subsidiary of  POST Luxembourg based in Kayl (Grand Duchy of Luxembourg). Its objective is to facilitate administrative exchanges between financial, legal and administrative service providers (banks, insurance companies, notaries, management companies, etc.) and their private and professional clients, by providing them with a free and secure digital file through which they can manage their identification documents necessary for the fulfilment of the legal and regulatory obligations of their service providers.

Whether you are an individual or a professional, registration on the i-Hub platform and its use are entirely free.

i-Hub is the partner chosen by many financial, legal and administrative service providers to facilitate the collection, validation and maintenance of the identification documents necessary for your administrative exchanges. We centralise in a secure manner all the information that may be requested by your financial, legal and administrative service providers at each of your administrative exchanges. In other words, it saves you time!

Once you have logged into your digital file, click on your profile at the top right and then on “Settings”.

As soon as you register on i-Hub, you have the possibility to log in with one of the Luxtrust devices (Token, Mobile App and SmartCard) in your possession. If you want to change the Luxtrust device you initially chose, simply go to your profile settings.

Only our partners’ customers can obtain an activation code to connect to i-Hub and thus benefit from access to their personal digital file. If your bank is one of the i-Hub partners, it will certainly send you your activation code at a later stage. If you have any questions, please contact your bank manager directly.

If you have chosen to register via Luxtrust, contact them directly via www.luxtrust.com.

If you have chosen a username and password, click on “I have forgotten my login details” to reset them. After clicking on “I forgot my password” and enter your e-mail address, you will receive an e-mail with a link (valid for 2 hours) allowing you to start the reset procedure.

If you have forgotten your username, click on “I have forgotten my username”, enter the e-mail address you used when you registered, an e-mail will be sent to you automatically with your login details.

You will be notified of actions taken in your file in the “Notification Centre”. Click on the bell at the top right to view the information.

Once in your digital file, go to the “My documents / Documents” tab and follow the instructions on the screen.

i-Hub securely stores all the documents useful for your administrative exchanges. For a user in his own name, this will include (but is not limited to) his identity card, passport, residence certificate, etc. For an authorised user of a company, this will include (but not be limited to) the articles of association, an extract from the trade register, a list of authorised signatories, the declaration of the beneficial owner(s), etc.

First, go to the tab “My data/Data”, make your changes in the section “Home address / Head office address” and save. Next, click on your profile in the top right-hand corner and then on “Settings”, in the section “My contact data”, make the appropriate changes. Do the same in the section “My roles/Roles” for the contracts that require it. If necessary, i-Hub will ask you to attach supporting documents in order to check and validate the modified information.

i-Hub automatically informs you about activities on your digital file. While some notifications are only informative (e.g.: a new entry, a document about to expire…), others require an action from you (e.g.: a document has expired, a document is unreadable…). Log in to your file and follow the instructions displayed on the dashboard. You will always be able to find all the notifications received in your Notification Centre by clicking on the bell.

i-Hub offers a high level of security and confidentiality thanks to a strong authentication procedure and individual encryption of your information. Your information is stored on servers located in Luxembourg and protected by anti-intrusion procedures. Security being everyone’s business, you must not communicate your connection identifiers to anyone.

Under no circumstances will i-Hub and its partners ask you for your password by e-mail, phone or mail.

i-Hub will never ask you for account information from your bank(s). Contact us quickly at dpo@i-hub.com.

Your personal data and documents or the data and documents of the company you represent are first checked by our specialist teams (indexing, the correctness of the data in relation to the official documents, legibility of the document, the validity of the document, etc.).

After verification, only the service providers with whom you have a business relationship will be able to consult them. You can find the list of your business relations under the tab “My relations / Relations”.

Only service providers authorised by law and subject to strict security conditions regarding the transfer of data may consult your data. Among these service providers, only i-Hub’s partners are authorised to access it and only those with whom you have a business relationship.

Finally, only the data defined in the Law and necessary for a service provider to comply with its legal obligations can be transferred and consulted by the said service providers.

I-Hub keeps your data securely and in accordance with one of the two following rules:

The respect of the minimum retention period as defined in the Laws in force,
The instructions given by your business relations in order to comply with the legal provisions that would be applicable to them.

Under no circumstances does i-Hub collect, use or resell your information for marketing and commercial prospecting purposes. For more information, see our Privacy Policy.

Most of your business relationships (Banks, Insurance companies, Asset Managers, etc.)  do outsource some of the processes linked to their services. They inform their clients via their “Data Protection Notice” where they mention with whom they may share your personal data. At this stage they don’t need your consent to subscribe to i-Hub services and migrate your data to us as this is pure outsourcing authorized by regulators. Your consent will only be required as per GDPR rules if you would agree to share your data within i-Hub with your other business relationships, this is optional and only upon your own will.

Some banks have mandated i-Hub to carry out checks following updates made by their customers (you). To facilitate access to i-Hub, some banks have decided to integrate access to your i-Hub file in their own banking application. This allows you to easily manage the information and documents in your i-Hub file from your favourite banking applications and to share your information with all your business relations as long as they are i-Hub customers.

No, the bank that allows access to your i-Hub file in its own banking application will only receive the information that concerns it and its business relationship with you. The information that you can manage in these screens and that concerns your other business relationships is not made available to the bank that hosts the i-Hub screens. So despite the fact that the screens are integrated into a proprietary application of the bank, there is strict confidentiality of your business relationships. The advantage of this technology, as you can see, is that you can manage your i-Hub file without having to reconnect and re-identify yourself directly with i-Hub. This is an additional comfort without compromising the security of access and the confidentiality of your information.