Frequently Asked Questions

Lumi is a digital wallet that lets you pay at local merchants across Southeast Asia using QR codes. You can pay in your own currency while Lumi handles the conversion instantly at checkout.

Lumi is currently open to EU and EEA residents with a SEPA bank account in their own name. That covers 30 countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden. The UK and Switzerland are not on this list and aren't supported yet, even though they're geographically close to Europe.

You can pay at millions of merchants across Thailand, Vietnam, and Indonesia — anywhere a supported QR payment network (PromptPay, VietQR, or QRIS) is accepted. More Southeast Asian countries are coming soon.

Simply open the app, scan the merchant's QR code, enter the amount if required, and confirm the payment using your secure mPIN or biometric authentication.

No. Lumi automatically converts your payment into the local currency in real time, so you can pay seamlessly without any manual conversion.

Lumi shows you the live exchange rate and final amount before you confirm your payment, so you always know exactly what you're paying.

Lumi is transparent about pricing. Any applicable fees, including currency conversion and payment processing fees, are clearly displayed before you complete a transaction.

You can add funds through supported payment methods directly within the app. Credit transfers and direct connections with European bank accounts are supported. The process is simple and most deposits are completed instantly.

Not yet. Right now, Lumi works with SEPA transfer or open banking from a European bank account. Credit and debit card top-ups are coming soon.

Payments are processed in seconds once confirmed, provided you have an active internet connection. You and the merchant receive the payment confirmation in real time.

Yes. Lumi uses industry-standard security measures, including encryption, identity verification, and secure authentication methods like mPIN and biometrics to protect your account.

Identity verification helps keep your account secure and allows Lumi to comply with financial regulations, ensuring a safe and reliable payment experience.

You'll need to provide a valid government-issued ID, such as a passport or national ID card. In some cases, a selfie may be required for verification.

Yes. You can withdraw funds to a supported bank account or payment method, depending on your location.

Withdrawal times vary based on the method used, ranging from a few minutes to a few business days.

Yes. All your payments and transactions are available immediately in the app, so you can track your spending anytime.

Payments are usually processed instantly and cannot be reversed automatically. If you encounter an issue, you can contact the merchant or Lumi support for assistance.

Your money is always handled by regulated banking and payment partners — never held directly by Lumi. We work with trusted, licensed institutions across Europe and Asia that follow strict regulatory standards to ensure your funds are protected at every step.

No, Lumi is not a bank. Lumi is a brand of Lumifin SAS, a technology provider. All payment services and fund movements are carried out by fully regulated partners in Europe and Asia, who are licensed and supervised by financial authorities.

As of May 2026, Wise's Thai entity offers PromptPay scan-and-pay — but only for customers resident in Thailand, not for EU travellers using their home account. So for a European visitor on a trip, this doesn't help. Lumi is built specifically for EU-resident travellers: top up from your European bank account and scan PromptPay, VietQR or QRIS wherever you go.