I'm locked out of my account

If you’ve lost access to your Luno account and can’t get back into it, there are a few different ways to recover it. Below, we’ve compiled a guide to help you regain access depending on the situation.

I can’t access my 2FA authentication app

If you can’t access your 2FA authentication app, and you’re not able to log into your Luno account, you can recover your account in a few easy steps:

  1. On the Enter your 2FA code screen, select Having trouble?

  2. Select I can’t access my authentication app from the options that slide in from below

  3. On the Account recovery screen, select Next

  4. Confirm your Luno password on the next screen, and select Next

  5. Confirm your email address, and select Next

  6. We’ll send you an email with a 6-digit confirmation code. Enter the code on the Check your email screen

  7. Enter your identity number on the next screen, and select Next

  8. Confirm your existing mobile number, and select Next

    Note

    Remember to enter your number with your country code

  9. We’ll then send you an SMS with another 6-digit code. Enter the code on the Check your SMS screen, and select Next

We’ll get notified of your request to disable the 2FA on your account, and will be in touch to let you know when it’s done. You can then set it up from scratch.

Tip

Can’t remember how to set up 2FA? No problem. Find out how to set up two-factor authentication.

I don’t have access to my trusted device

One-time PINs (OTPs) are sent via push notification to your trusted device when you sign in to Luno. You can remove your old trusted device even if you no longer have it with you.

Note

You’ll need to be able to receive SMSs with your original phone number to complete these steps.

How to remove your trusted device:

  1. Make sure you sign in using the Luno app on the new device you wish to trust

  2. Under your Profile section, select Security

  3. Go to Devices

  4. Choose the trusted device you want to remove and select REMOVE

Your old trusted device is now removed, and you’ll receive your next sign-in OTP via email.

Tip

If you weren’t able to remove your trusted device, select contact support to get in touch with us.

I can’t access my email address or mobile number

You can update your contact details very easily on your profile settings.

There, you can:

    • Add an email address that you can use to sign in to Luno,

    • or change the mobile number linked to your profile.

You can change your mobile number – even if you don’t have access to your old number any more. You’ll need to know your sign-in details and remember your old mobile number (the one linked to your Luno profile) to complete these steps.

If you don’t have access to both your old email and mobile number or have any issues updating them, select Change my email address or Change my mobile number below.

 

Change my email address

 

Change my mobile number

My device is lost/stolen, what do I do?

If you’ve lost your phone or if it has been stolen, we don’t recommend closing your account or attempting to create a new account after losing your phone. Creating a new account will result in an unverified duplicate account, making account recovery more difficult.

Reach out to our support team for help

If you haven’t been able to solve the problem, get in touch with us and we’ll help you secure and regain access to your Luno account.

To help us provide the best support possible, try to include as much useful information as you can in your request. Here are some tips for a quick resolution.


Contact support

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