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 your mobile phone is lost, stolen or the Google Authenticator/ Authy app was removed from your phone, you can regain access to your Luno account by disabling or restoring two-factor authentication (2FA).
Disable two-factor authentication to regain access to your account
To disable 2FA, begin by signing in to Luno using your email and password and, then follow these steps:
When prompted to Enter your 2FA code, select HAVING TROUBLE?
Then, select the I can't access my authentication app option
After which you’ll be taken to Account recovery to disable 2FA
Note
You’ll need access to your primary email and mobile number and you’ll be required to confirm personal information associated with your account.
Restore two-factor authentication using your setup key
If you saved a copy of the setup key that was provided when enabling two-factor authentication on your account, follow these steps to use that setup key to restore your 2FA app and regain access to your account. Here’s an example of what that setup key could look like: 77PJ77RTGPPVWQHWIIQG2VPGRKSF6HNS
Google Authenticator
Download and open the Google Authenticator app
Select begin and add an account using the Enter a provided key option
Enter an account name, type in your setup key in the Your key field, keep the time-based option selected and select the Add button
Mission success! You’ve restored your 2FA, and can now sign in to your Luno account
Authy
Download and open the Authy app
Enter your mobile number and verify it via phone call or SMS
Add an authenticator account using the Enter key manually option
Type in your setup key, select OK and you’ll be good to go
Mission success! You’ve restored your 2FA, and can now sign in to your Luno account
Need more help?
If you don’t know your 2FA setup key and don't have access to your primary email address or mobile number, please get in touch with our support team. When you do this, we’ll ask you to provide us with a selfie with ID and note, for identification purposes.
Here's how
A good selfie with ID and note is a very clear, high-resolution photo of yourself holding both of the following in the same photo:
Your identity document,
and a handwritten note (printed notes won't be accepted) including today's date, “For Luno use only”, as well as the action you'd like us to take.
Note
Your note needs to be very specific, so to give you guidance:
- If you’d like us to reset your 2FA, your note needs to include today’s date, and “For Luno use only, please reset my 2FA”
- If you’d like us to update your password, your note needs to include today’s date, and “For Luno use only, please update my password”
- If you’d like us to update your email address or mobile number, your note needs to include today’s date, and “For Luno use only, please update my mobile number to [include your new mobile number]” or “For Luno use only, please update my email to [include your new email address]”
Here's how to take a good selfie with ID and 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 on your account.
Once we can confirm your identity, we will proceed to disable the two-factor authentication on your account.