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:
- Disable two-factor authentication to regain access to your account
- Restore two-factor authentication using your setup key
For detailed steps on how to do both of these, check out our help article here.
Need more help?
If you don't know what your 2FA setup key is, and you don't have access to your primary email address or mobile number, we'll have to disable your 2FA, so that you can set it up from scratch. We’ll ask you to send us a selfie with ID and note, just so that we can make sure it's really you.
We want to make this experience as smooth as possible for you, so for an example of what your selfie with ID and note should look like, please check out our help article here. When you've taken your selfie with ID and note, come back here and select DISABLE MY 2FA below.
Note
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're 100% sure it's you requesting this, we'll disable the two-factor authentication on your account.