Question 1

Who is Lumi for?

Accepted Answer

Lumi is for EU and EEA residents travelling in Southeast Asia: holidaymakers, backpackers, business travellers and digital nomads. You only need a euro bank account (SEPA) in your own name.

Question 2

Who is behind Lumi?

Accepted Answer

Lumi is a brand of Lumifin SAS, a French technology company. Payments and fund movements are carried out by regulated, licensed payment partners in Europe and Asia.

Question 3

Is Lumi a crypto wallet?

Accepted Answer

No crypto knowledge is needed. Lumi uses stablecoins to move funds from your home country to Vietnam. You top up your wallet in euros, and your funds are converted and settled in the local currency, which you can then use to pay merchants via QR codes.

Question 4

Why use Lumi instead of cash or my card?

Accepted Answer

Lumi lets you pay using QR codes at participating merchants across Vietnam, including shops, street stalls and taxis. Unlike cash or foreign bank cards, Lumi offers a convenient way to pay in local currency. A 2% fee applies, and the exchange rate is shown before you pay.

Question 5

Is Lumi free to download?

Accepted Answer

Yes. The app is free and there's no monthly plan. You only pay the fee shown on each payment.

Question 6

Is Lumi fully launched?

Accepted Answer

Lumi is live in Vietnam. We are still adding features, so you may see occasional changes. Tell us about any problem in the in-app chat and it goes straight to the team.

Question 7

Which phones does Lumi work on?

Accepted Answer

Lumi is available on iOS and Android. You need a phone with a working camera to scan QR codes.

Question 8

What is Lumi?

Accepted Answer

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.

Question 9

Is Lumi a bank?

Accepted Answer

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.

Question 10

What are your support hours?

Accepted Answer

Our support hours are designed to accommodate our users in Europe and Vietnam. You can contact us through the in-app chat or WhatsApp, and we'll get back to you as soon as possible during support hours.

Question 11

How quickly will support reply?

Accepted Answer

During support hours, our team aims to respond based on the priority of your request: critical issues within 60 minutes, high-priority issues within 2 hours, normal queries within 8 hours, and low-priority requests within 2 business days.

Resolution times may range from the same day to 3 business days, depending on the issue. Messages received outside support hours will be addressed during the next support period. Thank you for your patience and understanding!

Question 12

How do I give feedback or report a bug?

Accepted Answer

We'd love to hear it. Send it in the in-app chat with a screenshot if you can. Your feedback goes straight to the product team.

Question 13

How do I make a complaint?

Accepted Answer

Email support@lumifin.io with "Complaint" in the subject and the details.

Question 14

Bot fallback: I don't understand the question

Accepted Answer

Sorry, I didn't catch that. Try asking in a few words, like "top up", "payment failed" or "fees". Or type "agent" to reach our team.

Question 15

Bot fallback: hand-off to a person

Accepted Answer

I'll connect you with our team. To help them, please share your account email and, for a payment issue, the date, amount and a screenshot.

About Lumi and support

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