Luno password recovery

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Kloofvreter

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So my cellphone has stopped working on Saturday, so I went and got a new one. After I set up everything, I was trying to access my Luno account with the app, but since I had two-factor authentication enabled, I can not access it. Google Authenticator just generates a code that Luno won't accept.

Luno's account recovery is also useless. From using the Forgot Password option, it takes me to a form requesting my cell number and ID number and password, and then it tells me to use the forgot password option :rolleyes:

I think I missed something somewhere with Google Authenticator :confused:

My account is now locked because of too many failed attempts, with an option to reset two factor authentication.When you click that, it takes you back to the login screen.

Has anyone had this experience before?
 
R13... said:
This didn't work for you?
https://www.luno.com/en/forgot_password
Click to expand...

No, it sends me a mail with a link, with an option to choose a new password (which was not the problem to begin with), and a 2FA code. Every time the code generated by Google Authenticator on my new phone was not accepted by Luno, and my account is now locked and I must contact support.

Even the link to contact support was not really easy to find :wtf:

A ticket has been logged with them, and I have a reference number, but it can take anything from 2 to 4 days for them to respond LOL.

I think the issue is with Google Authenticator, generating wrong codes somehow, Information that was not transferred from my old phone or something.
 
Slootvreter said:
I think the issue is with Google Authenticator, generating wrong codes somehow, Information that was not transferred from my old phone or something.
Click to expand...

Obviously too late now, but either save the authenticator seed or disable 2FA before switching phones. Maybe you could have tried plugging your phone into a PC and remote into it?

But let us know how they eventually fix this, I was wondering about this exact thing over the weekend because my phone is dying a slow death as well
 
Archer said:
Obviously too late now, but either save the authenticator seed or disable 2FA before switching phones. Maybe you could have tried plugging your phone into a PC and remote into it?

But let us know how they eventually fix this, I was wondering about this exact thing over the weekend because my phone is dying a slow death as well
Click to expand...

Well I will now have to wait for Luno tech support to respond, since my account is locked :(
 
Slootvreter said:
So my cellphone has stopped working on Saturday, so I went and got a new one. After I set up everything, I was trying to access my Luno account with the app, but since I had two-factor authentication enabled, I can not access it. Google Authenticator just generates a code that Luno won't accept.

Luno's account recovery is also useless. From using the Forgot Password option, it takes me to a form requesting my cell number and ID number and password, and then it tells me to use the forgot password option :rolleyes:

I think I missed something somewhere with Google Authenticator :confused:

My account is now locked because of too many failed attempts, with an option to reset two factor authentication.When you click that, it takes you back to the login screen.

Has anyone had this experience before?
Click to expand...

Hi :)

Sorry to hear about the hassles here.
Two factor authentication isn't really meant to be easy to disable though, it wouldn't be as secure as it is if it were.

When initially setting up 2FA, we do provide a recovery key that you can save should you lose the initial device, or get a new one. Not sure if you backed that up?

Our team will need to give you a call to manually verify your details and disable 2FA from there. I know it's a pain, but has to be done to ensure proper security on your account. You're welcome to PM me the ticket ref# so I can see if I can have our team prioritise this.
 
Lunomoney said:
Hi :)

Sorry to hear about the hassles here.
Two factor authentication isn't really meant to be easy to disable though, it wouldn't be as secure as it is if it were.

When initially setting up 2FA, we do provide a recovery key that you can save should you lose the initial device, or get a new one. Not sure if you backed that up?

Our team will need to give you a call to manually verify your details and disable 2FA from there. I know it's a pain, but has to be done to ensure proper security on your account. You're welcome to PM me the ticket ref# so I can see if I can have our team prioritise this.
Click to expand...

Hi

Thanks for the response! :)

I now have a ticket, as was in contact with someone. I am just waiting to be contacted again. I'll PM with progress. Thanks alot! :)
 
Slootvreter said:
Many thanks Luno support, 2FA has been reset.

Thanks!!!! :D :)
Click to expand...

Did you save the image/key this time?

I'm going to disable 2FA across all my various accounts tonight, then re-enable so that I can store these darn things.
 
Luno keeps cycling between asking me for a password and the "prove you are not a robot" captcha?
 
Guys what's Luno's telephone number or email address or anything? Can't find those on their website and I need help!
 
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