Help Centre

Houston, we have a problem!


I lost my phone or deleted my two-factor authentication app. How to do a 2FA reset?

If your phone was lost, stolen or the Authy/Google Authenticator app was deleted from your phone, you can perform an automated two-factor authentication reset.

Luno has implemented a new feature that enables our customers to reset their own security settings in the event that they lose access to their mobile devices.

To initiate the reset procedure:

  • Log in from the website by entering your email and password

  • When prompted for the two-factor authorisation PIN, click on "Having trouble signing in?"

  • You will then be sent an email containing step-by-step instructions

If successful, the reset should occur after a 12 hour cool down period. Should you encounter any issues, kindly contact us here.

Related articles

What is two-factor authentication?

How to enable two-factor authentication

Two-factor authentication is enabled and I can't sign in. What can I do?

Was this article helpful?

Contact us for more help

It’s never too late to get started with Bitcoin. Learn, buy and use Bitcoin with Luno now.

Desktop Icon Apple App Store Logo Google Play Store Logo