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Notify Luno of the passing of a customer

We are here to guide you and make this process as smooth as possible. Rest assured that we have a process in place to retrieve their crypto.

We can only communicate and share information with the appointed executor/administrator of the estate, and we’ll need to confirm a few things before handing over the funds to the appointed executor or administrator.

What you’ll need to get started

To begin, please gather the documents listed in your respective region below. Having this information ready will help us process your request faster. Once you have all your documents ready and exported in PDF format, please select Notify us to begin your request. 

Malaysia

  1. The deceased person’s email address and ID number
  2. A certified copy of the deceased’s ID document
  3. A certified copy of the deceased’s death certificate
  4. Grant of Probate (if there is a will) or Letters of Administration (if there is no will) issued by the High Court of Malaya, or in the case of a small estate (movable assets only, total estate value ≤ RM600,000), an Amanah Raya Berhad Letter of Appointment / Declaration
  5. A certified copy of the Executor’s ID document
  6. Proof of address of the Executor
  7. Proof of the deceased’s Estate bank account
  8. (Where applicable) Proof of legal existence of the company (if the Executor is a company)
     

Notify us

Indonesia

  1. The deceased person’s email address and ID number
  2. A certified copy of the deceased’s ID document
  3. A certified copy of the deceased’s death certificate
  4. Letters of Executorship/ Authority (Issued by Master of the High Court; shows the deceased and the Executor(s) name
  5. A certified copy of the Executor’s ID document
  6. Proof of address of the Executor
  7. Proof of the deceased’s Estate bank account
  8. (Where applicable) Proof of legal existence of the company (if the Executor is a company)
  9. Proof of family relationship to executor, e.g. family card (Kartu Keluarga)
     

Notify us

United Kingdom, Europe & Australia

  1. The deceased person’s email address and ID number
  2. A certified copy of the deceased’s ID document
  3. A certified copy of the deceased’s death certificate
  4. Letters of Executorship/ Authority (Issued by Master of the High Court; shows the deceased and the Executor(s) name
  5. A certified copy of the Executor’s ID document
  6. Proof of address of the Executor
  7. Proof of the deceased’s Estate bank account
  8. (Where applicable) Proof of legal existence of the company (if the Executor is a company)
     

Notify us

Africa and other regions

  1. The deceased person’s email address and ID number
  2. A certified copy of the deceased’s ID document
  3. A certified copy of the deceased’s death certificate
  4. Letters of Executorship/ Authority (Issued by Master of the High Court; shows the deceased and the Executor(s) name
  5. A certified copy of the Executor’s ID document
  6. Proof of address of the Executor
  7. Proof of the deceased’s Estate bank account
  8. (Where applicable) Proof of legal existence of the company ( if the Executor is a company)
     

Notify us

If you are not the Executor, we will also need:

  1. Power of Attorney letter or equivalent Proof of Authority letter (signed by the Executor giving the nominee the power of attorney)
  2. Certified copy of ID of person holding the Power of Attorney
  3. Proof of Address of person holding the Power of Attorney
  4. A certified copy of the Executor’s ID document
  5. Proof of address of the Executor

Wallet account closure process:

Once we have confirmed the deceased was a Luno customer, we will process the closure and asset transfer as follows:

  1. Balance higher than $10: We will send the funds to the legally approved bank account and close the account.
  2. Balance lower than $10: We will claim the balance as our processing fee and close the account.

Tip

We recommend gathering all these documents in a single folder. This will help us process your request faster and get back to you sooner.

Important to note

We are legally unable to disclose any personal customer information about the deceased until we have received and verified all of the requested documentation. We will only be able to communicate with the Executor or the person acting on their behalf once this is complete.

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