If you’ve lost access to your Luno account, this guide walks you through the different account recovery options available, based on your situation. Whether you’ve forgotten your password, are having trouble with two-factor authentication (2FA), lost or changed your phone or can’t access your trusted device, we’ll help you understand the steps to securely regain access to your account.
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.
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:
- 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 our support team to get in touch with us.
I’ve lost my phone (or it was stolen)
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, 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.
I can't access my authentication app
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 by disabling or restoring two-factor authentication (2FA).
Disable two-factor authentication to regain access to your account
To disable 2FA, begin by signing in to Luno using your email and password and, then follow these steps:
When prompted to Enter your 2FA code, select HAVING TROUBLE?
Then, select the I can't access my authentication app option
After which you’ll be taken to Account recovery to disable 2FA
Note
You’ll need access to your primary email and mobile number and you’ll be required to confirm personal information associated with your account.
Restore two-factor authentication using your setup key
If you saved a copy of the setup key that was provided when enabling two-factor authentication on your account, follow these steps to use that setup key to restore your 2FA app and regain access to your account. Here’s an example of what that setup key could look like: 77PJ77RTGPPVWQHWIIQG2VPGRKSF6HNS
Google Authenticator
Download and open the Google Authenticator app
Select the plus sign to add an account and select the Enter a setup key option
Enter an account name, type in your setup key in the Your key field, keep the time-based option selected and select the Add button
Mission success! You’ve restored your 2FA, and can now sign in to your Luno account
Authy
Download and open the Authy app
Enter your mobile number and verify it via phone call or SMS
Add an authenticator account using the Enter key manually option
Type in your setup key, select OK and you’ll be good to go
Mission success! You’ve restored your 2FA, and can now sign in to your Luno account
If you don’t know your 2FA setup key and don't have access to your primary email address or mobile number, please get in touch with our support team. When you do this, we’ll ask you to provide us with a high-resolution selfie holding both ID and a handwritten note including today's date, “For Luno use only”, as well as the action you'd like us to take for identification purposes.
Note
Your note needs to be very specific, so to give you guidance:
- If you’d like us to reset your 2FA, your note needs to include today’s date, and “For Luno use only, please reset my 2FA”
- If you’d like us to update your password, your note needs to include today’s date, and “For Luno use only, please update my password”
- If you’d like us to update your email address or mobile number, your note needs to include today’s date, and “For Luno use only, please update my mobile number to [include your new mobile number]” or “For Luno use only, please update my email to [include your new email address]”
Click here for more information about Luno’s identification process.
My six-digit authentication code isn't working
An inaccurate clock on your mobile phone is one of the most common reasons why two-factor authentication does not work correctly. This can typically be resolved by following these simple steps:
Phone settings
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’ve forgotten your password, your phone number has changed or you need to recover access to Authy, here’s how you can have your account settings reset.
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 to restore your authentication app.