If you created a Luno account in the past and then tried to sign up for a new account recently, you’ll run into issues because we only allow one account per customer. Don’t worry, we’ll help you regain access to your original account and update any details you need to change, like a forgotten password or an old email or mobile number.
Here are some solutions to get back into your original account, depending on your reason for creating a duplicate account.
If you can’t remember your email address, follow the steps in this article to find your email address.
You can use Google’s account recovery feature to regain access to the Gmail address you used to sign up for your previous Luno account.
Select Forgot email? and enter your mobile number, then select Next to proceed and follow the steps.
You can update the mobile number associated with your original account by following the steps below.
This won’t work if:
- You forgot your original account’s email address or password,
- Your old phone was a trusted device for your original account,
- Or you secured your original account with a two-factor authentication app.
How to update your number:
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Sign in to Luno using your original account’s email and password
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Once signed in, go to Profile, then Settings
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Select Mobile number
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When asked if you still have your existing number, select NO
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You’ll be taken through Luno’s account recovery flow, so follow the on-screen prompts from there
Tip
During account recovery, remember that you should enter the details associated with your original, old Luno account – not the one you created more recently
You can refer to our help article on lost and stolen phones if you’re having trouble getting back into your original Luno account because of your missing phone.
If the steps in that article don’t work, you’ll also find a “Contact Support” button linked to a specific form to provide all the info we’ll need to resolve your issue.
You can go through account recovery to change your password if you can't remember it.
Here's how:
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When signing in, enter your original Luno account’s email address
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On the password screen, select FORGOT PASSWORD
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Select CONTINUE then follow the on-screen prompts to verify that it’s really you making the request
Once complete, you’ll get an email from Luno with a link to create a new password.
Note
You’ll need to open the emailed link within 24 hours, using the same device or web browser you used when you went through the above process.
You can regain access to your account in one of these two ways:
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Disable two-factor authentication to regain access to your account
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Restore two-factor authentication using your setup key
Follow the steps in our article about losing access to your authentication app to find out how to do both.
Still stuck?
Push the button below to give our support team the details we need to assist you. We’ll help you get back into your Luno account.