Sometimes, when you get in touch with us, we’ll ask you to provide some info, just to make 100% sure that it’s you.
We take security very seriously, so if we suspect that your Luno account might have been compromised, if you’d like to reset your 2FA (two-factor authentication), or if you’d like to change your personal details (like your phone number) - we’ll ask you to send us a selfie with ID and note.
Tip
Not sure what a selfie is? A selfie is a self-portrait (an image that includes oneself), usually taken with a digital camera or a smartphone, which may be held in the hand, or supported by a selfie-stick. For the purposes of this guide, you can also ask someone else to take a selfie photo of you holding your ID with note.
Your time is really important to us, and we’d like to make this experience as seamless as possible. So to help you along, here are some important guidelines on what a good selfie with ID and note (which we can accept) should look like, and what a not so good selfie with ID and note (which we can’t accept) looks like.
A good selfie with ID and note
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:
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Your identity document,
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and a handwritten note (printed notes won't be accepted) including:
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Today's date,
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“For Luno use only”,
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as well as the action you'd like us to take.
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Note
Your note needs to be very specific, so to give you guidance:
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If you’d like us to reset your 2FA, your note needs to include today’s date, and “For Luno use only, please reset my 2FA”
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If you’d like us to update your password, your note needs to include today’s date, and “For Luno use only, please update my password”
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If you’d like us to update your email address or mobile number, your note needs to include today’s date, and “For Luno use only, please update my mobile number to [include your new mobile number]” or “For Luno use only, please update my email to [include your new email address]”
To make sure we can accept your selfie with ID the first time around:
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Your face should be clearly visible
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The information on your identity document and handwritten note must be legible
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Your selfie with ID and note must be in full colour (we don't accept black and white images)
A not so good selfie with ID and note
If your face, the ID, or the note you’re holding is covered in the photo; or if the photo is blurred, and if you’re holding someone else’s ID, we won’t be able to accept the selfie with ID.
