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 in one of the following two ways:
- Disable two-factor authentication to regain access to your account
- Restore two-factor authentication using your setup key
Read our detailed article for steps on how to disable and restore two-factor authentication.
Need more help?
If you don't know what your 2FA setup key is, and you don't have access to your primary email address or mobile number, we'll have to disable your 2FA, so that you can set it up from scratch. We’ll ask you to send us a selfie with ID and note, just so that we can make sure it's really you.
We want to make this experience as smooth as possible for you. Here's an example of what your selfie with ID and note should look like. When you've taken your selfie with ID and note, come back here and select Disable my 2FA below.
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 to your account.
Once we're 100% sure it's you requesting this, we'll disable the two-factor authentication on your account.