If you’ve lost access to your Luno account, there are several ways to regain access that depend on your specific situation.

My six-digit authentication code isn't working

The most common reason for the two-factor authentication (2FA) code to not work correctly is that the time settings on your mobile device are inaccurate. You can fix this by following the steps in this help article.

I can't access my authentication app

If your mobile device has been lost, stolen or Google Authenticator/Authy was deleted from your phone, you can follow the steps in this article to regain access to your Luno account.

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 4-digit one time PIN

  • Access to your mobile number - to receive a 4-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 4-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 4-digit one time PIN

Alternatively, please get in touch with us if you:

  • Don't have access to your email to receive a 4-digit one time PIN

  • Don't have access to your mobile number to receive a 4-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 in order to restore your authentication app