Send us a message

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.