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To change your password, we'll need a selfie with ID, which you can attach below.
Find out how to take a good selfie with ID.

To help us find your deposit, please attach a valid proof of payment for your deposit(s) below.

Your proof of payment must include:

• Account holder name
• Date of deposit
• The deposit amount
• And the reference used

The following won't be accepted as proof of payment:

• SMS/Text messages
• Bank statements
• Proof of payment notifications

For guidance on the type of complaints you can log below, refer to the Luno complaints policy. If you'd like to message us with a support-related query, please use the relevant option from the What is your message about? drop-down above.

Before continuing, make sure you’ve followed the steps in our help article.

Attach your approval letter or foreign exchange licence from the Central Bank of Malaysia (BNM) below.

Before you report a bug, try a few troubleshooting steps first. These often solve the problem:

1. Sign out and in again
   • Completely sign out of your Luno account. You’ll find this option when you select Profile and scroll down to the bottom of the screen. After signing out, sign back in and try again
2. Update the Luno app
   • Make sure you’ve got the latest version of the app. Using older versions can sometimes cause unexpected behaviour
   • If you’re not sure which version you’re using, find out by scrolling to the bottom of the Profile screen
   • If you haven’t set your mobile apps to auto-update, you should see an Update option when you search for Luno on the App or Play Store
3. Try using a web browser instead of the app
   • Try signing into your Luno account using your mobile web browser, or on a computer instead of using the app
4. If you’re using a VPN, try switching it off

Please attach any screenshots or recordings of the issue or error below.

Please include any attachments which can be used by our team to investigate the scam, such as payment requests, screenshots of conversations between you and the scammer, fake profiles or ads, blocked messages, etc.

Attach these documents in PDF format below:

1. A certified copy of the deceased’s ID document
2. A certified copy of the deceased’s death certificate
3. Grant of Probate (if there is a will) or Letters of Administration (if there is no will) issued by the High Court of Malaya, or in the case of a small estate (movable assets only, total estate value ≤ RM600,000), an Amanah Raya Berhad Letter of Appointment or Declaration
4. A certified copy of the Executor’s ID document
5. Proof of address of the Executor
6. Proof of the deceased’s Estate bank account
7. (Where applicable) Proof of legal existence of the company (if the Executor is a company)

Attach these documents in PDF format below:

1. A certified copy of the deceased’s ID document
2. A certified copy of the deceased’s death certificate
3. Letters of Executorship/ Authority (Issued by Master of the High Court; shows the deceased and the Executor(s) name
4. A certified copy of the Executor’s ID document
5. Proof of address of the Executor
6. Proof of the deceased’s Estate bank account
7. (Where applicable) Proof of legal existence of the company (if the Executor is a company)
8. Proof of family relationship to executor, e.g. family card (Kartu Keluarga)

Attach these documents in PDF format below:

1. A certified copy of the deceased’s ID document
2. A certified copy of the deceased’s death certificate
3. Letters of Executorship/ Authority (Issued by Master of the High Court; shows the deceased and the Executor(s) name
4. A certified copy of the Executor’s ID document
5. Proof of address of the Executor
6. Proof of the deceased’s Estate bank account
7. (Where applicable) Proof of legal existence of the company (if the Executor is a company)

Attach these documents in PDF format below:

1. A certified copy of the deceased’s ID document
2. A certified copy of the deceased’s death certificate
3. Letters of Executorship/ Authority (Issued by Master of the High Court; shows the deceased and the Executor(s) name
4. A certified copy of the Executor’s ID document
5. Proof of address of the Executor
6. Proof of the deceased’s Estate bank account
7. (Where applicable) Proof of legal existence of the company ( if the Executor is a company)

Please also attach a recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.

Please also attach the following documents:

1. Document(s) showing the source of the funds you use to deposit into your Luno wallet. For example, if the funds in your Luno wallet were earned through employment, please provide us with proof of salary payments. Acceptable documentation is detailed in this Help Centre article.
2. Document(s) showing your source of wealth, only if that differs from the source of funds used to deposit into your Luno wallet.
3. A recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.

Please also attach the following documents:

1. Document(s) showing the source of the funds you use to deposit into your Luno wallet. For example, if the funds in your Luno wallet were earned through employment, please provide us with proof of salary payments. Acceptable documentation is detailed in this Help Centre article.
2. Document(s) showing your source of wealth, only if that differs from the source of funds used to deposit into your Luno wallet.
3. A recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.

Please also attach the following documents:

1. Document(s) showing the source of the funds you use to deposit into your Luno wallet. For example, if the funds in your Luno wallet were earned through employment, please provide us with proof of salary payments. Acceptable documentation is detailed in this Help Centre article.
2. Document(s) showing your source of wealth, only if that differs from the source of funds used to deposit into your Luno wallet.
3. A recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.

Please also attach the following documents:

1. Document(s) showing the source of the funds you use to deposit into your Luno wallet. For example, if the funds in your Luno wallet were earned through employment, please provide us with proof of salary payments. Acceptable documentation is detailed in this Help Centre article.
2. Document(s) showing your source of wealth, only if that differs from the source of funds used to deposit into your Luno wallet.
3. A recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.

Please also attach the following documents:

1. Document(s) showing the source of the funds you use to deposit into your Luno wallet. For example, if the funds in your Luno wallet were earned through employment, please provide us with proof of salary payments. Acceptable documentation is detailed in this Help Centre article.
2. Document(s) showing your source of wealth, only if that differs from the source of funds used to deposit into your Luno wallet.
3. A recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.

Please also attach the following documents:

1. Document(s) showing the source of the funds you use to deposit into your Luno wallet. For example, if the funds in your Luno wallet were earned through employment, please provide us with proof of salary payments. Acceptable documentation is detailed in this Help Centre article.
2. Document(s) showing your source of wealth, only if that differs from the source of funds used to deposit into your Luno wallet.
3. A recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.

Please also attach the following documents:

1. Document(s) showing the source of the funds you use to deposit into your Luno wallet. For example, if the funds in your Luno wallet were earned through employment, please provide us with proof of salary payments. Acceptable documentation is detailed in this Help Centre article.
2. Document(s) showing your source of wealth, only if that differs from the source of funds used to deposit into your Luno wallet.
3. A recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.

Please also attach the following documents:

1. Document(s) showing the source of the funds you use to deposit into your Luno wallet. For example, if the funds in your Luno wallet were earned through employment, please provide us with proof of salary payments. Acceptable documentation is detailed in this Help Centre article.
2. Document(s) showing your source of wealth, only if that differs from the source of funds used to deposit into your Luno wallet.
3. A recent proof of address (not older than 3 months). See this Help Centre article for acceptable documents.