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’ve already set up a trusted device and it’s not receiving push notifications, the steps below might help.
Turn off your Virtual Private Network (VPN)
Make sure you’re not connected to a VPN when adding a trusted device. All devices must be on the same IP address. When prompted, ensure you authorise the action on the same device you want to add as a trusted device.
I’m not receiving the push notification with my 6-digit sign-in OTP
Check your push notification settings
If you’re not receiving the push notification with your 6-digit sign-in OTP, push notifications may not be enabled for the Luno app on your mobile device.
Once you’ve enabled push notifications, try signing in again.
Resend the sign-in OTP via email
If your push notifications are enabled and you’re still not receiving your 6-digit sign in OTP via push notification, you can resend the OTP via email instead. To do this, sign in using your email address and password. When prompted to check your push notifications:
Select Not receiving push
And select Resend via email
The 6-digit sign-in OTP will be resent to the primary email address linked to your Luno account.
Remove and add a new trusted device
If you no longer have access to your trusted device, you can easily remove it and add a new one.
Make sure you sign in using the Luno app on the new device you wish to trust
Sign in to your Luno account by resending the 6-digit sign in OTP via email as outlined above
On the home screen, select your initials in the top left-corner to navigate to your profile
- Select Security
Go to Devices
Choose the trusted device you want to remove and select REMOVE
Note
Luno will never ask you to trust a device for us. To avoid falling victim to scams, only trust devices that you own and never at someone else's request.
I’m not receiving the push notification with my authorisation request
Check your push settings
If you’re not receiving the push notification with your authorisation request, first check if push notifications are enabled on your device for the Luno app.
Tip
Not sure how to check if push notifications are enabled? No problem. Learn how to enable push notifications on your mobile device.
Once you've enabled push notifications, perform the action again.