Important security warning
Luno will never contact you by email, phone call or message, and ask you to remove a trusted device, passkey or disable two-factor authentication (2FA).
Impersonators often request customers to enable sends - this is a common scam tactic and should be treated as a serious warning sign. We recommend disabling the ability to send cryptocurrency when not in use. Luno will never ask you to enable it for account safety.
You should be highly suspicious of any communications claiming to be from Luno asking you to remove security features, especially if you have not contacted Luno support first.
The only time Luno may guide you through removing a trusted device, passkey or 2FA is after you have contacted Luno yourself to resolve an account access issue.
If you are unsure, stop and contact Luno directly through our official app or website.
If you use the same authentication app for multiple accounts, make sure you’re using the 6-digit code specific to your Luno account.
One of the other most common reasons for two-factor authentication not working correctly is that the clock on your mobile phone is inaccurate. This can typically be resolved by following these simple steps:
On Android devices, enable Automatic Date & Time option on the system
Settings > Date & Time > Automatic Date & Time
(you can also try to set the time zone automatically)
On Apple devices, change time and date to Set automatically
Settings > General > Date & Time > Set Automatically
Need more help?
If you tried the steps above, and it still isn't working for you, we'll have to disable your 2FA so that you can set it up from scratch. We’ll ask you to send us a selfie with ID and note, just so that we can make sure it's really you.
Here's an example of what your selfie with ID and note should look like. When you've taken your selfie with ID and note, come back here and select Disable my 2FA below.
Note
In addition to the selfie, a security call may be required. A Luno support team member may call you on the mobile number verified to your account.
Once we're 100% sure it's you requesting this, we'll disable the two-factor authentication on your account.