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I've lost access to my Luno account. How do I recover my account?

If you’ve lost access to your Luno account, there are several ways to regain access that are dependant on your scenario. 

My six-digit authentication code isn't working

The most common reason for the two-factor authentication code to not work correctly is that the clock time on your mobile device is inaccurate. You can rectify this by following the steps in this article.

My six-digit authentication code isn't working and I've been locked out

If you've been locked out for entering in your two-factor authentication code too many times, you will need to submit a ticket to us along with a selfie photo. Read more about submitting a selfie here

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

In order to reset your password, you will require the following:

1. Access to your mobile number to receive the password reset link
2. Access to your two-factor authentication app (if enabled) to confirm your password reset

Below are some scenarios that you may encounter related to resetting your password.

ScenarioSolution
I forgot my password and I don't have a mobile number on my accountYou will receive a password reset link to your primary email address
I forgot my password, I don't have a mobile number on my account and I don't have access to my emailSubmit a ticket to us and we'll get in touch to assist you further.
I forgot my password and I don't have access to my mobile numberSubmit a ticket to us and we'll get in touch to assist you further. 
I forgot my password, I have access to my mobile number,
I don't have access to my authenticator app and I don't have access to my two-factor authentication recovery code
Submit a ticket to us and we'll get in touch to assist you further. 
I forgot my password, I have access to my mobile number,
I don't have access to my authenticator app and I have access to my two-factor authentication recovery code
Follow the steps in this article to restore your two-factor authentication and then attempt to reset your password


Related articles

What is two-factor authentication?

How do I enable two-factor authentication?
I can't access my authentication app. What can I do?
My six-digit authentication code isn't working. What can I do?


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