Yes, Luno may send some one-time PINs (OTPs) via WhatsApp as an alternative to SMS. This is to ensure you can reliably access your account and complete verification if SMS delivery fails.
Note
WhatsApp is only used to send OTPs. We won’t use WhatsApp for customer support or any other communications. Beware of scammers.
What to expect?
- The WhatsApp message will contain only your OTP code. We won’t send you links, attachments, or requests for information.
- The sender's profile will not say "Luno". We're using trusted third-party WhatsApp OTP services while we complete the setup for a branded Luno WhatsApp account.
- The sender name and number can change between messages (for example, one code may come from "SimBoss", the next from a different sender). This is expected.
- You'll only ever receive a WhatsApp OTP immediately after you've requested one, for example, when signing in, verifying your phone number during sign-up, or completing account recovery.
- If WhatsApp delivery isn't possible on your number, we'll automatically fall back to SMS.
See an example screenshot of what the verification message looks like below:
Beware of Luno impersonators on WhatsApp
WhatsApp is used only to deliver OTP codes. Luno will never:
- Message you on WhatsApp with anything other than a numeric OTP code
- Ask you for your OTP, password, PIN, or personal details on WhatsApp
- Ask you to click a link, open an attachment, or "verify" anything on WhatsApp
- Contact you on WhatsApp to offer support, promotions, investment advice, or account help. Learn more about how to contact Luno support.
Warning
If you receive any WhatsApp message from someone claiming to be Luno that isn't a numeric OTP you just requested, treat it as a scam. Do not reply, do not share any information, and do not click any links. You can report suspicious messages to us here.