Got questions? We've got answers

Where can I find the sign-up link?
Sign up via our app available free on Apple and Google stores in just 5 minutes or visit our site at www.luxon-pay.com.
How to register your account.
Click on the sign-up option on the app, you will be provided with both the T&C and privacy policy, if you accept these you will be taken to the next step. Once you have entered your e-mail address and set up a new password (10-20 characters, at least one upper and lower case letter, and one special character, for example, £&@! ) Once you have created your password you will receive an e-mail to verify your account, you will then need to confirm your mobile number within the app excluding the (0). Following this, you will be required to provide relevant forms of ID.
What Identification documents are required?
You will require photo ID such as passport, driving licence, national ID card or equivalent government issued identity document. (Cyrillic documents are not supported) Additionally, we require proof of address in the form of a utility bill or bank statement. (within the last 6 months) All financial services by law are required to have this information in relation to anti-money laundering regulations and to protect our customers’ accounts from potential fraud.
Why do I need to pass identity verification?
By law, all financial services businesses have to check the identity of anyone who wants to open an account. This is one of the procedures we have to undertake under the Money Laundering Regulations (which are law). Identity checks and online security plays a vital role to protect you and your account.
What if I do not receive an email verification link?
It generally takes about 5 - 10 seconds to receive the verification email to your inbox. If you have not received the email, try the following: Check you have correctly inputted the right email address
Check your spam folder
Click the resend button to send another verification email
All email verification links will be valid for 72 hours BUT be aware that the latest email link will supersede older verification emails
Contact support who will be able to help you further.
What if I made a mistake when entering my email address or mobile?
Unfortunately, the email address cannot be changed as we use it to identify you when you register. You have to start the process again by registering for a new account with the correct email address. Your mobile number can be updated if you go back to the ‘Enter Mobile’ screen during registration.
What is the procedure if I don’t receive my verification e-mail or SMS?
If you don’t receive the verification e-mail or SMS, follow the below checks. 1. Have you entered the correct e-mail address/SMS? 2. Check both your spam and junk folders. 3. Attempt to re-send the e-mail/SMS. All verification e-mails are valid for 72 hours, after this period you will be required to re-register and start the process again. Please be aware if you do have any further issues you can contact our support team at support@luxon-pay.com who will be happy to assist you in registering.
Can my account verification be rejected? Why?
In a few cases, your account verification my be rejected for a number of different reasons, as an example, if we are unable to verify your ID documents or if you are under 18 years old. If your account has failed verification, Luxon Pay are unable to discuss the reasons for the failure.
Can I start the registration process and complete later?
Providing you have verified your e-mail address you can complete the Identification section later if this is within the 72 hours sign up window. (please note following the expiration of the 72-hour window you will be required to begin the process.
How can I change the app language?
You can choose your preferred language under the ‘settings’ option on the home page, you will see the option ‘languages’ which will enable you to select your preferred choice.
What is a wallet address? How do I find my wallet address?
A wallet address is like an account number, it is secure and unique. You can find your wallet address on the main screen dashboard by tapping the share button or in the receive tab. It will start with 0x followed by 40 characters.
Where can I find my wallet balance?
Your wallet balance can be found on top of the main screen dashboard in the app and on the homepage in the website once you are logged in. The balance is always shown in Euros as it is the operating currency for our wallet.
How can I contact customer support?
You can send an email to support@luxon-pay.com or use the live chat to contact customer support. Tap the ‘?’ button on top of the dashboard to start a chat.
How do I sign-in to my account?
You can sign in to your account through our mobile app and the password created during the sign-up process.
How do I re-set my password?
You will have an option ‘forgot password’ to re-set if you follow the simple instructions you can create a new password. (please note this can only be done to the initial e-mail your account was set up with.)
Existing customers can change their password under the ‘settings’ option on the home page once successfully logged in.
Is it possible to ‘forget’ a device that my Luxon Pay app has been installed on?
Yes you need to tap ‘Sign Out’ , which can be found in Settings, the bottom right icon. Select "Sign out". This will clear the account data from your device including all biometric data.
Why do I need to enter an access code to sign in to my account?
Two-factor authentication creates additional security for your account. It ensures there is an extra layer of protection and security, which means it will require a confirmation before the account can be accessed.
Is it possible to turn off fingerprint / face ID?
Yes, you can turn this off and sign-in to the app just using your account password. This can be done by going into Settings, the bottom right hand icon, 'Set up Face ID / Touch ID' toggle this to off.
My account has been locked while trying to sign in, why did this happen?
You may have entered your password incorrectly to many times so your account has been temporarily locked. However you can try again later but if you cannot remember your password, please reset it using the forgot password link. Also, it is possible that your account has been placed on hold temporarily by us. Our internal systems and protocols, monitor your behaviour to protect you from transactions that look out of the ordinary, We take the safety of your account extremely seriously. You can contact support here and we can resolve any further issues.
Can I change the language of the application?
You can choose your preferred language under the ‘settings’ option on the home page, you will see the option ‘languages’ which will enable you to select your preferred choice.
Why could my account be locked out?
There are 2 reasons your account could be locked out. 1. You have incorrectly entered the password 3 times. (you will be required to reset your password under the ‘forgot password’ option. 2. Our administration team has locked your account internally. (This would be to protect your account, following existing security procedures.) In this instance, we would contact you or you could contact us directly at www.luxon-pay.com who will assist you further.
Depositing funds into you Luxon wallet.
Once you have logged onto your account you will see the ‘deposit’ option on the landing page. Funds can be deposited into your wallet using both Visa and Mastercard along with other alternative payment methods. To view all alternative payment methods, click here to view all options. Funds can also be received directly into your account from other Luxon customers by providing your unique account number
How do I fund my wallet?
You can fund your wallet from your Visa or Mastercard bank card, your bank account, a number of alternative payment methods available in your country, check here. You may also fund your wallet by receiving funds from other Luxon Pay users.
What payment methods do you support?
Payment methods are dependent on your host country, click here to see the full list that support each country.
How long does a deposit take?
Deposits are usually instant and take place real-time once authorised by the payment provider, however international payments can take up to 7 days to complete. Any delays in money coming into your wallet should be referred to your payment provider at first point. Internal transfers from Luxon accounts are immediate.
I received and error during a deposit what do I do?
If an error has occurred whilst making a deposit, please contact customer support via live chat or by email at support@luxon-pay.com
What is the minimum amount that can be deposited?
The minimum deposit amount is the equivalent of €5 in any currency available in the app that you would like to deposit.
Why has my deposit been blocked?
As a regulated financial institution, we are committed to preventing any use of Luxon Pay for money laundering activity. Hence every transaction is subject to comprehensive anti-money laundering (AML) checks. Some transactions may be held and / or rejected if they seem suspicious. While the suspicious transaction is being checked, your account will be temporarily blocked. You’ll receive a notification when your account is back to normal.
Are there any fees?
We do not charge you fees to deposit, transfer or withdraw funds, we may charge a small fee on currency exchange and your bank or payment method may choose to charge you a fee. Luxon does not charge any to deposit, transfer or withdraw funds, any charges would be related to your payment provider who you would need to refer to with any queries.
How do I withdraw funds from my wallet?
You can withdraw funds from your account to debit and credit cards or to bank accounts. Tap ‘Withdraw’ from the dashboard to initiate the withdrawal, enter the details as requested on screen.
What payment options are available to withdraw my funds?
Withdraw methods available to you are dependent on which country you reside in.
Is it possible to withdraw funds to my bank account?
Yes, you can add your bank account details and withdraw funds to this bank account. In order to do so, select withdraw from the dashboard, select bank account and add the relevant details in there. Once this has been added, the details will be stored safely, for use next time.
How long does a withdrawal take?
Your funds are sent by Luxon Pay immediately, some withdrawals can be instantaneous but it may take up to 7 days for your payment provider to process the request, especially if it is an international bank transfer.
I received an error during a withdrawal, what can I do?
If an error occurred while making a withdrawal, please contact customer support via live chat or by email at support@luxon-pay.com
What is the minimum amount that can be withdrawn?
The minimum amount you can withdraw is equivalent of €5.
Can my withdrawal be blocked?
Yes in some cases it can. As a regulated financial institution, we are committed to preventing the use of Luxon Pay for money laundering. Hence, every transaction is subject to comprehensive anti-money laundering (AML) checks and so some transactions may be held / rejected if they are potentially suspicious. While these transactions are being checked and verified your account will be temporarily blocked. You’ll receive a notification when your account is back to normal.
How do I send funds from my wallet to another wallet?
To send funds from your wallet to other Luxon Pay account, select 'Send' from the dashboard. Enter the amount, the wallet address and any comments you wish to make. You will need to enter the receiver’s wallet address, we recommend using the QR code in the receiver’s Luxon Pay app to do this.
How do I get a wallet address to send money to?
A wallet address may be populated in several ways: You can copy an address from a previous transaction in your history. You can scan a QR code, generated by the receiver on their device. You can type it in manually.
How long does a transaction take?
Generally, a transaction takes about 5 seconds.
I received an error while sending money, what do I do?
If an error occurred while making a transfer, please contact customer support via live chat or by email at support@luxon-pay.com
What is the minimum amount that can be sent?
You can send any amount over €5 can be sent to another wallet.
Can my transfer be blocked?
As a regulated financial institution, we are committed to preventing any use of Luxon Pay for money laundering activity. Hence every transaction is subject to comprehensive anti-money laundering (AML) checks. Some transactions may be held/rejected if they are suspicious. While the suspicious transaction is being checked, your account will be temporarily blocked. You’ll receive an notification when your account is back to normal
How do I receive funds from another wallet to my wallet?
Luxon Pay users can send funds to your wallet if they know your wallet address.
How can I share my wallet address with someone?
You can share your wallet address in several ways: In person, open the app and tap receive. On the next screen you can show a QR code which can be scanned by another user to fill in your wallet address. You can also fill I an amount and a comment if you want and this will be filled out automatically for the other person. On the receive page tap on share to send your wallet address and QR code via email, SMS, WhatsApp and many more.
Where can I find my transaction history?
Tap the history icon at the bottom of the app screen to open your transaction history. Recent transactions can be also found on the Dashboard.
Can I find more information about a particular transaction?
Tap on a transaction from the Dashboard or from the History to open its details.
How do I know that a transaction has been successfully completed?
Completed transactions are shown in the dashboard or history list as done.
How do I know if my transaction is not yet complete or has failed?
Transactions that are in progress are marked as ‘Processing’ in the ‘Dashboard’ or ‘History’ list as well as in the transaction details. Failed transactions are marked as ‘Failed’ in the ‘Dashboard’ or ‘History’ list as well as in the transaction details.
Can my transaction be canceled or reversed?
A transaction can be cancelled before confirmation. After confirmation, a transaction cannot be cancelled.
Are there any fees?
We do not charge you fees to deposit, transfer or withdraw funds, we may charge a small fee on currency exchange and your bank or payment method may choose to charge you a fee. Luxon does not charge any to deposit, transfer or withdraw funds, any charges would be related to your payment provider who you would need to refer to with any queries.
What happens if I lose my phone or I need to freeze my Luxon Pay account?
Please contact Luxon Pay support who can block your account.
How do I reactive my account, once I have a new phone?
Download the app, and sign in using your Luxon Pay login details.