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.