Question 1

I forgot my password.

Accepted Answer

On the login screen tap "Forgot password", enter your account email, and follow the link we send. Check spam if it doesn't arrive within a few minutes.

Question 2

Why do I keep getting logged out?

Accepted Answer

For security, Lumi signs you out after a period of inactivity or when it sees a new device. Make sure you're on the latest app version. If it happens every time you open the app, tell us in the in-app chat.

Question 3

Why am I asked to verify this device?

Accepted Answer

When you log in on a new phone, or after resetting security details, we send a one-time code to confirm it's really you.

Question 4

I changed my phone. How do I move my account?

Accepted Answer

Install Lumi on the new phone, log in with your email and password, and confirm the one-time code. Your balance and history move with your account. Then set your mPIN again.

Question 5

My phone was lost or stolen. What should I do?

Accepted Answer

Contact support@lumifin.io or WhatsApp +33 6 19 78 42 22 right away so we can secure your account. Change your email password too. Your funds can't be spent without your mPIN or biometrics.

Question 6

I see a payment I didn't make.

Accepted Answer

Contact support immediately with the date and amount. We'll secure your account and investigate. Don't share codes or your mPIN with anyone who contacts you.

Question 7

Will Lumi ever ask for my mPIN or codes?

Accepted Answer

Never. Lumi staff will never ask for your mPIN, password or one-time codes. If someone does, it's a scam. Report it to support@lumifin.io.

Question 8

Can I use Lumi with a VPN?

Accepted Answer

Lumi works without a VPN in supported countries. If you're having trouble connecting, try switching between Wi-Fi and mobile data.

Question 9

Is Lumi secure?

Accepted Answer

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

Question 10

Can I download a statement?

Accepted Answer

Yes, you can download the full statement from the transactions page.

Question 11

How do I turn notifications on or off?

Accepted Answer

Manage push notifications in your phone's settings for Lumi. Security alerts, such as new logins or mPIN locks, are always sent. You can unsubscribe from marketing emails using the link in any email.

Question 12

Why has my account been suspended or restricted?

Accepted Answer

Accounts can be restricted after a security alert, a failed check, or a request for more information. Contact support@lumifin.io and we'll explain what's needed. For legal reasons we can't always share every detail.

Question 13

How do I close or delete my account?

Accepted Answer

Request deletion by contacting support.

Question 14

What happens to my data after I close my account?

Accepted Answer

We delete what we can. Identity and transaction records must be kept for a set period under anti-money-laundering law.

Question 15

Can I reopen a closed account?

Accepted Answer

Contact support and we'll help. You may need to verify your identity again.

Question 16

Is Lumi regulated?

Accepted Answer

Lumi is a brand of Lumifin SAS, a technology company. Lumifin is registered as a Money Services Business (MSB) in Canada. Payment services are provided by licensed payment partners.

Question 17

Is my money protected by deposit insurance?

Accepted Answer

Your funds are safeguarded by a regulated payment partner that holds an electronic money licence in Europe.

Question 18

Do I need to keep a recovery phrase or private key?

Accepted Answer

No. You log in with your email, password and mPIN. There's no recovery phrase to store and no crypto keys to manage.

Question 19

How does Lumi use my personal data?

Accepted Answer

We use your data only to run your account, verify your identity, process payments and meet legal duties. We don't sell your data. You can read the full privacy policy at lumifin.io/en/privacy.

Question 20

How do I get a copy of my data or ask for it to be deleted?

Accepted Answer

Email support@lumifin.io with your request. Under GDPR you can access, correct or delete your data, subject to records we must keep by law.

Question 21

What isn't Lumi allowed to be used for?

Accepted Answer

You can't use Lumi for anything illegal, for gambling, to move money for other people, or from or to sanctioned countries. Accounts used this way are closed. See the terms at lumifin.io/en/terms.

Question 22

How do I spot a fake Lumi message or website?

Accepted Answer

Our only website is lumifin.io and we'll never ask for your mPIN, password or one-time codes. Only download Lumi from the official app stores. Forward anything suspicious to support@lumifin.io.

Question 23

How is my money safeguarded?

Accepted Answer

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.

Security and your money

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