Question 1

Can I use Lumi if I live in the UK or Switzerland?

Accepted Answer

Not yet. The UK and Switzerland aren't supported for now. Leave your email at lumifin.io and we'll tell you when they are.

Question 2

Can I use Lumi if I'm from the US, Canada, India or Australia?

Accepted Answer

Not yet. Lumi currently serves EU and EEA residents only.

Question 3

I'm an EU citizen living outside Europe. Can I sign up?

Accepted Answer

All you need to use Lumi is a European bank account in your own name. Your nationality or country of residence does not determine your eligibility.

Question 4

Can I use a Revolut, N26 or Wise euro account?

Accepted Answer

Yes, as long as it's a euro account with an IBAN in the SEPA zone and in your own name.

Question 5

Can I use someone else's bank account?

Accepted Answer

No. Money must come from a personal account in your own name, and the name must match your verified identity. Transfers from other people's or business accounts may be rejected and returned.

Question 6

How old do I need to be?

Accepted Answer

You must be at least 18.

Question 7

How long does sign-up take?

Accepted Answer

Most people finish in about 3-5 minutes. Identity checks are usually quick, but some need a manual review.

Question 8

Should I set up Lumi before I travel?

Accepted Answer

The best way to prepare for your trip is to create your Lumi account and complete your first top-up before you travel. You can also purchase an eSIM directly through Lumi so you have mobile data as soon as you land in Vietnam. You can sign up while abroad too, as long as you have an internet connection.

Question 9

Can I have more than one Lumi account?

Accepted Answer

No. Each person can have one account. If you've lost access to yours, contact support rather than opening a new one.

Question 10

I didn't receive my sign-up email or code. What should I do?

Accepted Answer

Check your spam folder and that the email or number is correct, then tap resend after a minute. If it still doesn't arrive, contact support@lumifin.io with the email you used.

Question 11

Who can sign up for Lumi?

Accepted Answer

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.

Question 12

The app selected the wrong country for my document. What do I do?

Accepted Answer

Change the country manually on the document step before taking photos. If you can't change it, close the app, reopen it and start again. Contact support if it keeps happening.

Question 13

Can I use Lumi before I'm verified?

Accepted Answer

You can create your account and explore the app, but adding money, paying and using rewards need verification first.

Question 14

Is my ID data safe?

Accepted Answer

Your documents are processed by a specialist identity-verification provider, encrypted, and stored in the EU. We only use them to verify you and meet legal obligations. See our privacy policy for details.

Question 15

Do I need to verify again later?

Accepted Answer

Sometimes, for example if your ID expires, your details change or a regulatory check requires it. We'll tell you in the app if we need anything.

Question 16

Why do I need to verify my identity?

Accepted Answer

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

Question 17

What documents are required for verification?

Accepted Answer

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.

Opening your account

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