Question 1

My payment failed. What should I do?

Accepted Answer

Please check that:

- You have enough money in your Lumi wallet to cover the payment, including the 2% fee.
- You're connected to the internet.
- You're using the latest version of the Lumi app.

Then try scanning the QR code again. If the payment still fails, contact us through the in-app chat or on WhatsApp for assistance.

Question 2

My payment says pending. What does that mean?

Accepted Answer

Sometimes the local bank network takes longer to confirm. The amount is held while we check. If the payment went through, it changes to completed; if it didn't, the full amount returns to your balance. If you face any problem, contact support.

Question 3

The money left my balance but the merchant says they didn't receive it.

Accepted Answer

Don't pay again yet. Show the merchant your receipt; their bank app can take a moment to update. If they still don't see it, contact support with the receipt, merchant name and time, and we'll trace it. If the payment didn't reach them, you'll get your money back.

Question 4

My payment failed but money was taken from my balance.

Accepted Answer

If a payment fails after money is held, it's returned to your balance automatically. If you don't see it back within that time, contact support.

Question 5

I was charged twice.

Accepted Answer

Contact support with both receipts or a screenshot of your history. We'll check with the payment network and refund any duplicate.

Question 6

Can I get a refund for something I bought?

Accepted Answer

Refunds for goods or services are between you and the merchant, as with cash. Lumi can't send money back to your wallet from a merchant. Ask them for a cash refund.

Question 7

The QR code won't scan.

Accepted Answer

Clean your camera lens, turn up screen brightness if scanning from a phone, and hold steady about 15 cm away. Make sure it's a payment QR, not a menu, Wi-Fi or app-download code. Still stuck? Ask the merchant for another QR.

Question 8

Lumi says the QR code isn't supported.

Accepted Answer

The code may be from a country or network Lumi doesn't support yet, a non-payment QR, or a format we don't accept (such as some utility or personal-wallet codes). Ask the merchant if they have a VietQR or bank QR.

Question 9

Why was my payment blocked?

Accepted Answer

Some payments are stopped by automatic security checks to protect you. Check your balance and retry once. If it's blocked again, contact support. For security we can't share the details of these checks.

Question 10

Payments fail late at night. Why?

Accepted Answer

Some local banks run maintenance late at night, which can briefly stop payments. Try again after a few minutes, or pay another way. No money is taken for a failed payment.

Question 11

I'm using an old version of the app and something's missing.

Accepted Answer

Please update Lumi to the latest version available on your app store to access the latest features and improvements. If you're still experiencing issues, contact us through the in-app chat or on WhatsApp for assistance.

Question 12

What should I send support about a payment problem?

Accepted Answer

Your account email, the date and time, the amount, the merchant name, and a screenshot of the receipt or error. This lets us trace it in one go.

Question 13

What happens if I make a wrong payment?

Accepted Answer

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.

When a payment goes wrong