Question 1

Can I top up with a debit or credit card?

Accepted Answer

Not yet. You can top up by SEPA transfer or open banking from a European bank account. Card top-ups are coming soon.

Question 2

Can I use Apple Pay or Google Pay?

Accepted Answer

Not at the moment. You can add money to your Lumi wallet using a SEPA transfer or by selecting “Connect to my bank” in the app.

Question 3

Can I top up with crypto or stablecoins?

Accepted Answer

No. Lumi only accepts euros from a bank account in your name.

Question 4

I forgot to add the payment reference.

Accepted Answer

You don't need to add a payment reference when making a SEPA transfer to Lumi. If your transfer hasn't appeared in your Lumi wallet, contact us through the in-app chat or WhatsApp with the transfer amount, date, sending IBAN and a screenshot of the transfer so we can investigate.

Question 5

My bank declined the top-up.

Accepted Answer

You need to register the IBAN displayed in the Lumi app as a new beneficiary in your mobile banking app. Some banks may require you to wait up to 1 working day before you can make the transfer. If the transfer is still declined, please contact your bank for assistance.

Question 6

Can I top up from a bank account in someone else's name?

Accepted Answer

No. Top-ups must come from a personal account in your own name. Transfers from other accounts may be returned.

Question 7

How much should I load for my trip?

Accepted Answer

We recommend checking travel guides or forums to estimate your budget for Vietnam based on your trip length and spending plans. You can start by topping up 50–75% of your estimated expenses and add more to your Lumi wallet whenever you need.

Question 8

Can I add money while I'm abroad?

Accepted Answer

Yes. You can top up from anywhere with an internet connection, as long as the money comes from your euro account.

Question 9

Comment puis-je recharger mon portefeuille Lumi ?

Accepted Answer

Vous pouvez ajouter des fonds via les moyens de paiement pris en charge directement depuis l'application. Les virements et les connexions directes avec les comptes bancaires européens sont pris en charge. Le processus est simple et la plupart des dépôts sont instantanés.

Question 10

Puis-je recharger avec une carte de crédit ou de débit ?

Accepted Answer

Pas encore. Pour le moment, Lumi fonctionne par virement SEPA ou open banking depuis un compte bancaire européen. Les recharges par carte de crédit et de débit arrivent bientôt.

Question 11

Y a-t-il un montant minimum pour recharger ?

Accepted Answer

Oui. Le rechargement minimum est de 25 €. Il n'y a pas de maximum au-delà des plafonds fixés lors de la vérification, et vous pouvez recharger aussi souvent que vous le souhaitez. Si vous hésitez sur le montant à charger, 25 € couvrent une journée confortable au Vietnam — chambre, repas, transport et une visite payante — c'est donc un bon point de départ pour un court séjour.

Question 12

What happens to my balance after my trip?

Accepted Answer

Your balance stays in your Lumi account, ready for your next trip; it doesn't expire. You can also withdraw it to your bank account whenever you like.

Question 13

Can I withdraw to a different bank account?

Accepted Answer

You can withdraw funds only to a European bank account held in your own name.

Question 14

Can I withdraw cash at an ATM with Lumi?

Accepted Answer

No. Lumi has no card, so it can't be used at ATMs. It's designed so you need much less cash.

Question 15

Can I move my Lumi balance to another person?

Accepted Answer

No. Your balance can only be spent by you or returned to your own bank account.

Question 16

Puis-je retirer de l'argent de mon portefeuille Lumi ?

Accepted Answer

Oui. Vous pouvez transférer vos fonds vers un compte bancaire ou un moyen de paiement pris en charge, selon votre pays de résidence.

Question 17

Combien de temps prennent les retraits ?

Accepted Answer

Les délais de retrait varient selon la méthode utilisée, allant de quelques minutes à quelques jours ouvrés.

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