If you’ve changed your mobile number and want to update it or you’ve lost your phone, and no longer have access to your old mobile number and can’t log in to your original account, follow these steps to solve the problem you’re experiencing.
Note
When changing your mobile number make sure that you either use the same device to complete the whole action, or if you are using multiple devices make sure they are connected to the same router, and turn off VPN if necessary.
I need to update my mobile number because…
I've changed numbers and have access to my original account
Step 1: Change your number
- Sign in to your Luno account using your two-factor authentication code, if you have 2FA enabled
- Select your initials icon at the top of the screen (top-left on app, top-right on web) to open the Account Hub.
- Select Account & Settings (or Settings).
- Select Mobile number.
- Enter your new mobile number and select NEXT.
- Enter the confirmation OTP sent via SMS to your new mobile number.
- Authorise the change:
- Open the Account Hub, go to your notifications, and select AUTHORISE.
- Select the authorisation link sent to you via push notification (if you have a trusted device) or email.
- On the authorisation screen, select YES, CHANGE NUMBER to confirm.
Success! You've updated your mobile number.
I've changed numbers and no longer have access to my original account
If you’ve changed numbers, you may likely have mistakenly created a duplicate account. Not to worry, we can assist in helping you access your original account.
- Sign in to your Luno account.
- Open the Account Hub via your initials icon (top-left on app, top-right on web) and go to Account & Settings > Mobile number.
- When prompted asking if you still have access to your old mobile number, select No.
- Follow the on-screen instructions in Account recovery to finish updating your number.
Note
You’ll need access to your primary email and you’ll be required to confirm details associated with your account. It takes 48 hours for the mobile number change to take effect through account recovery. This is an additional security measure to ensure that it's actually you requesting the update.
If you receive an email notification and you haven't requested the mobile number change, please report it to us immediately.
If you’re unable to change your mobile number using any of the steps listed above, get in touch with our support team.
Tip
Want to know how to update your other personal details? No problem! Find out how to update your email address and how to update your password.