If you’ve already set up a trusted device and it’s not receiving push notifications, the steps below might help.
I’m not receiving the push notification with my 4-digit sign-in OTP?
Check your push notification settings
If you’re not receiving the push notification with your 4-digit sign-in OTP, it’s possible that push notifications aren’t enabled for the Luno app on your mobile device.
Tip
Not sure how to check if push notifications are enabled? No problem. Find out how to here.
Once you’ve enabled push notifications, try signing in again.
Resend the sign-in OTP via email
If your push notifications are enabled and you’re still not receiving your 4-digit sign in OTP via push notification, you can resend the OTP via email instead. To do this, sign in using your email address and password. When prompted to check your push notifications:
Select Not receiving push
And select Resend via email
The 4-digit sign-in OTP will be resent to the primary email address linked to your Luno account.
Remove and add a new trusted device
If you no longer have access to your trusted device, you can easily remove it and add a new one.
Make sure you sign in using the Luno app on the new device you wish to trust
Sign in to your Luno account by resending the 4-digit sign in OTP via email as outlined above
Under your Profile section, select Security
Go to Devices
Follow the steps in this article to remove your old trusted device
And lastly, follow the steps in this article to add a new trusted device
Note
Luno will never ask you to trust a device for us. To avoid falling victim to scams, only trust devices that you own and never at the request of someone else.
I’m not receiving the push notification with my authorisation request?
Check your push settings
If you’re not receiving the push notification with your authorisation request, first check if push notifications are enabled on your device for the Luno app.
Tip
Not sure how to check if push notifications are enabled? No problem. Find out how to here.
Once you've enabled push notifications, perform the action again.
Resend the authorisation request via SMS
If your push notifications are enabled, and you’re still not receiving your authorisation request via push notification, you can resend the authorisation request via SMS instead. To do this:
Initiate the action you want to perform
When prompted to check your push notifications
Select Resend via SMS
The authorisation request will be resent via SMS to the verified mobile number on your Luno account.
Remove and add a new trusted device
If you no longer have access to your trusted device, you can remove it and add a new one:
Make sure you sign in using the Luno app on the new device you wish to trust
Under your Profile section, select Security
Go to Devices
Follow the steps in this article to remove your old trusted device
And lastly, follow the steps in this article to add a new trusted device