If you use the same authentication app for multiple accounts, make sure you’re using the 6-digit code specific to your Luno account. Our system gives you a little wiggle room with codes. Try entering a new one as soon as it pops up. If that doesn’t work, try again at the end of the code’s countdown.
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.
Phone settings
One of the other most common reasons for two-factor authentication not working correctly is that the clock on your mobile phone is inaccurate. This can typically be resolved by following these simple steps:
On Android devices, enable Automatic Date & Time option on the system
Settings > Date & Time > Automatic Date & Time
(you can also try to set the time zone automatically)
On Apple devices, change time and date to Set automatically
Settings > General > Date & Time > Set Automatically
Google Authenticator
If you’re using the Google Authenticator application, select Settings > Time correction for codes.
This will synchronise your phone and the app. If the problem persists, you can do an automated two-factor authentication reset.
Authy
If you have the same number, but can’t log in, you can have your account settings reset.
If you have changed your phone number, you can have your account changed.