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I can't access my authentication app. What can I do?

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:

  1. When prompted to Enter your 2FA code, select HAVING TROUBLE?

  2. Then, select the I can't access my authentication app option

  3. 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

  1. Download and open the Google Authenticator app

  2. Select begin and add an account using the Enter a provided key option

  3. 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

  4. Mission success! You’ve restored your 2FA, and can now sign in to your Luno account

Authy logo Authy

  1. Download and open the Authy app

  2. Enter your mobile number and verify it via phone call or SMS

  3. Add an authenticator account using the Enter key manually option

  4. Type in your setup key, select OK and you’ll be good to go

  5. 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:

  1. Your identity document,

  2. 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.

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