My phone is lost or stolen

We know how stressful it can be when you’ve lost your phone and can’t access your Luno account. The steps you can take next to regain access will depend on your situation.

What to do next

One-time PINs (OTPs) are sent via push notification to your trusted device when you sign in to Luno. You can remove your old trusted device even if you no longer have it with you.

Note

You’ll need to be able to receive SMSs with your original phone number to complete these steps.

How to remove your trusted device:

  1. Go to the Luno sign-in page, enter your email address and select NEXT

  2. Enter your password and select NEXT

  3. When prompted for the code sent to your trusted device, select NOT RECEIVING PUSH

  4. From the menu, choose Change to email and SMS

  5. Select CONTINUE, then confirm your email address and phone number by entering the unique codes sent to them

  6. You’ll see confirmation that you’re now using email and SMS

Your old trusted device is now removed, and you’ll receive your next sign-in OTP via email.

Tip

If you weren’t able to remove your trusted device, select CONTACT SUPPORT below to get in touch with us.

You might have set up two-factor authentication (2FA) for your Luno account using an app like Google Authenticator or Authy. If you’re not able to restore 2FA using your setup key, follow the steps below to disable your Luno account’s 2FA.

Note

You’ll need to be able to receive SMSs to your original phone number to complete this process.

How to disable your 2FA:

  1. Go to the Luno sign-in page, enter your email address and select NEXT

  2. Enter your password and select NEXT

  3. When prompted for your 2FA code, select HAVING TROUBLE

  4. From the menu, choose I can’t access my authentication app

  5. Select NEXT to begin account recovery

  6. You’ll be asked to confirm details about yourself and your account, such as your password, email, phone number, and identity number

Your 2FA will be disabled in 48 hours, and you’ll be able to regain access to your Luno account then.

Tip

If you weren’t able to remove 2FA, contact our support team to disable your 2FA for you.

If your phone was not set as a trusted device and you didn’t have 2FA set up on an authentication app, you can change your phone number in Settings – even if you don’t have access to your old number any more.

Note

You’ll need to know your sign-in details and remember your old phone number (the one linked to your Luno profile) to complete these steps.

How to change your phone number:

  1. Go to the Luno sign-in page, enter your email address and select NEXT

  2. Enter your password and select NEXT

    • If you’ve forgotten your password, select FORGOT PASSWORD and follow the prompts to create a new one

  3. Enter the sign-in OTP sent to your email

  4. Once signed in, go to Profile, Settings, then select Mobile number

  5. A dialogue will ask if you have your existing number: respond NO

  6. Select NEXT to begin account recovery and follow the prompts from there

  7. Once you’ve successfully confirmed details about your account, you’ll be able to select CHANGE NUMBER

  8. Enter the new number you’d like to use, and confirm it with the SMS sent to it

Tip

If you need us to manually update your number for you, contact us here.

Note

We don’t recommend closing your account or attempting to create a new account after losing your phone. Creating a new account will result in an unverified duplicate account, making account recovery more difficult.

Safety features protecting your funds

Sensitive actions like sending crypto or withdrawing funds require your Luno PIN or biometrics (a fingerprint or face scan) to be completed. You set your own Luno PIN when you sign in to your account, and it can only be changed after a successful sign-in.

In other words, if someone stole your phone, they will only be able to transfer funds if they know your Luno PIN or your sign-in details, or if they can pass your biometrics scan.

Contacting our support team

If you haven’t been able to solve the problem, get in touch with us for more help. We’ll help you secure and regain access to your Luno account.


CONTACT SUPPORT

Tips for a quick resolution

To help us provide the best support possible, try to include as much useful information as you can in your request:

  1. Tell us the specific problem you’re having.

  2. Be sure to mention what steps you’ve already taken, so we don’t ask you to repeat anything you’ve already tried.

  3. For sensitive actions, we generally require proof that the request is coming from you. To do this, attach a photo of yourself holding your ID document and a handwritten note. The note should include:

    • “For Luno use only”

    • Today’s date

    • The specific action you’d like us to take, for example: “Please disable my 2FA” or “Please update my phone number from [old number] to [new number]”

  4. In some cases, a security call may be required to verify your request. If you can’t be contacted at the number currently linked to your Luno profile, let us know an alternate number where we can reach you.

Tip

Check this article for guidance on how to take a good selfie with ID.

An example of a detailed support request

I’ve lost my phone and it was a trusted device, so I can’t receive the push notification code to sign in. I already tried to switch from notification to email through the account recovery process, but I couldn’t because I’m not able to receive SMSs or calls to that number. Could you please remove my Samsung Galaxy phone as a trusted device? I’ve attached a selfie with ID and note to prove this request comes from me. If you need to call me, you can reach me at 0123456789.

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