Scammers may impersonate Luno Support to pressure you into weakening your cryptocurrency account security. These scams can come via email, phone calls or messages that appear legitimate. In some cases, impersonators even present customers with fake certificates ‘proving’ that they work for Luno. Their goal is to gain access to your account and steal your cryptocurrency, often using tactics that look convincing at first glance.
Many fake Luno emails are designed to mimic official Luno messages almost exactly, making them appear real. However, anyone claiming to be from Luno but contacting you from a non-Luno email address (like Gmail, Hotmail or Yahoo), or making use of a domain that appears similar to Luno (like lunoteam.com) is not part of Luno Support and should never be trusted.
Tip
Always verify communications to protect your crypto assets from fraud and account takeover attempts. At any time, if you’re unsure about any suspicious activity, report it to us immediately.
How these scams usually work
Scammers may contact you unexpectedly and try to pressure or confuse you into taking actions that compromise your account, such as asking you to:
- Remove a trusted device
- Disable or remove two-factor authentication (2FA)
- Remove a passkey
- Share a one-time password (OTP) that was just sent to you
- Share your device PIN
- Enable Sends
In some cases, scammers asking for your device PIN may claim they are calling from Google or Apple support.
Warning!
Even removing or sharing just one of these security factors can put your account at risk. Providing multiple factors makes account takeover even more likely.
Important rules to remember
Luno will never contact you without an open support request
It’s highly unlikely that Luno will contact you unless you contacted us first.
- If you receive an unexpected call, email or message claiming to be from Luno, be immediately suspicious
- If you haven’t opened a support request, you should not expect to hear from Luno
When Luno may guide you through removing security
In very limited cases, Luno may guide you through removing a trusted device, 2FA, or a passkey, but only if:
- You contacted Luno first, and
- The request is directly related to a problem accessing your account
Luno will never contact you unexpectedly and ask you to remove a trusted device, 2FA or a passkey.
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.
Luno will never ask you to avoid accessing your account for an extended period. While some security changes (such as disabling 2FA) may include a delay, you’ll still have full access and be able to use your account as usual.
Luno will never ask for your security codes
Luno will never ask you to share any of the following:
- Your password
- One-time passwords (OTP)
- Your device PIN
- 2FA codes
If anyone asks for these, they are not from Luno.
Impersonators may ask you to enable sends
Scammers often request customers to enable cryptocurrency sends, this is a common tactic and should be treated as a serious warning sign.
We strongly recommend disabling the ability to send cryptocurrency when not in use.
Luno will never ask you to enable sends for account safety.
Google and Apple will never ask for your device PIN
Neither Google nor Apple will ever ask you for:
- Your device PIN
- Passwords
- OTPs
- 2FA codes
Anyone requesting this information, even if they sound official, is attempting a scam.