Common questions about keeping your Lumo account secure — covering login, two-factor authentication, and passwords — are answered below.
How do I set up two-factor authentication?
You can enable two-factor authentication from the two-factor authentication section of your personal settings screen. It adds an identity check at login by using a 6-digit code generated by an authentication app.
To set it up, you need a TOTP-compatible authentication app (a smartphone app) such as Google Authenticator.
Setup steps
| Step | Action |
|---|---|
| 1 | Open your personal settings screen and check Enable in the two-factor authentication section |
| 2 | Scan the displayed QR Code with your authentication app (if you cannot read the QR Code, use the manual entry code shown on the screen) |
| 3 | Enter the 6-digit Verification Code shown in your authentication app |
| 4 | Click Activate |
Once activation is complete, you will be asked to enter a 6-digit verification code at each subsequent login.
What should I do if the verification code is not generated correctly?
If your authentication app's time synchronization is off, the generated code may not match and you may be unable to log in. First, check your time settings.
Things to check
- Check the time synchronization setting of your authentication app
- Set your smartphone's time setting to "Automatic"
- If reviewing the time settings does not resolve the issue, please contact Lumo support
What should I do if I can no longer access my authentication app?
If you can no longer open your authentication app because you lost your smartphone or changed devices, please contact Lumo support.
After verifying your identity, we will reset two-factor authentication for you. Once it is reset, please set it up again with a new authentication app.
How do I disable two-factor authentication?
You can disable two-factor authentication from the two-factor authentication section of your personal settings screen. Disabling it also requires identity verification.
In the two-factor authentication section, select Disable and enter the 6-digit code shown in your authentication app.
What should I do if I forget my password?
You can reset your password from the login screen. A reset link will be sent to your registered email address.
Reset steps
| Step | Action |
|---|---|
| 1 | Click Forgot your password? on the login screen |
| 2 | Enter your registered email address and send the reset link |
| 3 | Set a new password from the link in the email you receive |
The reset link has an expiration date. If it expires, repeat the same steps to reset your password again.
If the email does not arrive
- Check your spam folder
- Confirm that the email address you entered matches your registered one
- If it still does not arrive, please contact Lumo support
Are there any requirements for the characters I can use in my password?
To keep your account secure, your password must meet a few requirements. When you set a new password, be sure to satisfy all of them.
| Requirement | Details |
|---|---|
| Length | At least 8 characters |
| Letters | Includes at least one letter |
| Numbers | Includes at least one number |
| Repetition | Do not use the same character three or more times in a row |
If a requirement is not met, an error will be shown on the settings screen. Follow the displayed message to make corrections.