If you’ve lost access to your Luno account, there are several ways to regain access that depend on your specific situation.
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.
My six-digit authentication code isn't working
The most common reason for the two-factor authentication (2FA) code to not work correctly is that the time settings on your mobile device are inaccurate. Follow these steps to fix the two-factor authentication on your phone.
I can't access my authentication app
If your mobile device has been lost, stolen or Google Authenticator/Authy was deleted from your phone, you can follow the steps in this article to regain access to your Luno account.
I forgot my password
If you’ve forgotten your password and you’re unable to access your account, you can use account recovery to change your password. Sign in to Luno and follow the Forgot password prompt to access account recovery.
You’ll need the following to change your password:
Access to your email - to receive a 6-digit one time PIN
Access to your mobile number - to receive a 6-digit one time PIN
If you’re using a 2FA (two-factor authentication) app, you’ll need the following to change your password:
Access to your email - to receive a 6-digit one time PIN
Access to your 2FA app - to enter a 6-digit 2FA code
If you haven’t verified your mobile number, you’ll need the following to change your password:
Access to your email - to receive a 6-digit one time PIN
Alternatively, please get in touch with us if you:
Don't have access to your email to receive a 6-digit one time PIN
Don't have access to your mobile number to receive a 6-digit one time PIN
Or don't have access to your two-factor authentication app to enter a 6-digit 2FA code and you don't know your 2FA setup key in order to restore your authentication app
I can’t access my trusted device
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:
- Make sure you sign in using the Luno app on the new device you wish to trust
- On the home screen, select your initials in the top left-corner to navigate to your profile
- Select Security
- Go to Devices
- Choose the trusted device you want to remove and select REMOVE
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 to get in touch with us.
I’ve lost my phone (or it was stolen), what do I do?
If you’ve lost your phone or if it has been stolen, 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.
Reach out to our support team for help
If you haven’t been able to solve the problem, get in touch with us and we’ll help you secure and regain access to your Luno account.
To help us provide the best support possible, try to include as much useful information as you can in your request. Here are some tips for a quick resolution.