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 in one of the following two ways:


1. Disable two-factor authentication to regain access to your account

To disable two-factor authentication and regain access to your account, begin by signing in to Luno using your email and password, or your social account, and then follow these steps:

  1. When prompted to Enter your 2FA code, select HAVING TROUBLE?

  2. Then, select the I can't access my authentication app option

  3. 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.


2. 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 two-factor authentication app and regain access to your account. Here’s an example of what that setup key looks like: 77PJ77RTGPPVWQHWIIQG2VPGRKSF6HNS

Google Authenticator

  1. Download and open the Google Authenticator app

  2. Select begin and add an account using the Enter a provided key option

  3. 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

  4. Mission success! You’ve restored your 2FA, and can now sign-in to your Luno account

Authy

  1. Download and open the Authy app

  2. Enter your mobile number and verify it via phone call or SMS

  3. Add an authenticator account using the Enter key manually option

  4. Type in your setup key, select OK and you’ll be good to go

  5. Mission success! You’ve restored your 2FA, and can now sign-in to your Luno account


Need more help?

If you don’t know your two-factor authentication 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 selfie with ID and note, for identification purposes.

Here's how

A good selfie with ID and note is a very clear, high-resolution photo of yourself holding both of the following in the same photo:

  1. Your identity document,

  2. and a handwritten note including today's date and “For Luno use only”.

For an example of what your selfie with ID and note should look like, please check out our help article here. In addition to the selfie, a security call may be required. A Luno support team member may call you on the mobile number verified to your account.

Once we can confirm your identity, we will proceed to disable the two-factor authentication on your account.