Before submitting a support request please carefully read these existing answers on frequently asked questions.


What can Lumi do?

  • Send and receive Bitcoins, Ethereum, Bitcoin Cash, and tokens
  • Recover your wallet by importing a 12-word backup phrase
  • Show the value of your coins and tokens in both USD and crypto
  • Show details of all of your ingoing/outgoing transactions
  • Show BTC, BCH, ETH, and all supported tokens’ market price graphs
  • Use your device's camera to scan addresses via QR codes
  • Protect your funds with a PIN or Touch/Face ID

Which platforms support Lumi?

Lumi Wallet is currently available on iOS and Android mobile devices. You can also use Lumi Web versions: regular and client-side.

What information can I see in the transaction details?

if you tap on any transaction you can see:

  • The amount sent or received both in crypto and USD
  • Any fees associated with the transaction
  • The date and time of the transaction
  • Confirmation status
  • The send and receive address
  • The transaction hash
  • The link to your transaction on Blockchain.info or Etherscan.io

What tokens are supported in Lumi?

Currently, we support all most popular tokens, including:

  • Populous (PPT)
  • ChainLink
  • Binance (BNB)
  • Maker (MKR)
  • Paxos Standard Token (PAX)
  • Basic Attention Token (BAT)
  • Augur (REP)
  • Ziliqa (ZIL)
  • USD Coin (USDC)
  • Loopring (LRS)
  • 0x (ZRX)
  • VeChain (VEN)
  • ICON (ICX)
  • OmiseGO (OMG)
  • StatusNetwork (SNT)

Are you open-source?

No, Lumi is not open source yet because it takes time. At the moment, all of our forces are aimed at improving the wallet features, but later we will release a part of the source code.

Is Lumi an HD wallet?

Yes, Lumi is an HD (or "hierarchical deterministic") wallet. That means a new, unique address is generated every time you send or receive funds, which makes your transactions harder to track, keeping your financial business yours. There’s no need to back up each address separately, all of them can always be restored using your wallet’s 12-word mnemonic phrase. All addresses generated from the same wallet can be used to receive funds, and all funds sent to any of these addresses will show up in your balance. The balance you see on your main wallet screen represents the total sum of funds in all of your added wallets (=addresses).

The previous version Lumi Lite was not HD. While it’s simpler, address reuse undermines your privacy. We recommend using Lumi HD.

Getting started

How do I receive coins in Lumi?

In order to receive coins from any other address you should provide your public address to the sender. To do so, you need to tap the “receive” button.

There, you will see a QR code which you can show to the sender as long as they have a QR scanner. Otherwise, you can copy the address by tapping on it. You can also tap “share” to send your public address via other applications such as “Mail”, “WhatsApp”, and others.

You can also specify the exact amount that you want to receive by clicking “Add Amount”, but it only works with a QR scanner.

How do I send coins in Lumi?

To send BTC or ETH, you can either directly open the QR code scanner or tap “Send” and paste the address where you would like to send your coins. Make sure to pay extra attention to the correctness of the receiving address, and never type it manually due to the high risk of making a mistake! Always double-check the address you are going to send bitcoins to because you will not be able to cancel the transaction or request a refund.

Then you click “Next”. You will arrive at the screen where you can specify the amount you would like to send. You can type the amount of necessary Crypto Assets in the asset your require or in USD (it will calculate the amount in chosen coin/token based on the current exchange rate).

The transaction fee is calculated automatically or you can customize it manually. We suggest that you select the recommended fee amount, as it is adjusted for both speed and cost.

How do I add or change my PIN code?

During the very first launch of the Lumi application, you will be required to set a PIN code. We do so in order to protect your funds. We do not require any other registration, and the PIN code is the only way to protect your wallet from any unwelcome attacks.

If you would like to change your PIN code, you can to go to the sidebar and select “Change PIN”,then enter your current PIN and the new PIN twice after that.

Can I access my wallet with Touch ID?

Yes, you can. You have to switch on Touch/Face ID in sidebar.

Can I access my wallet with Face ID?

Yes, you can. You have to switch on Touch/Face ID in sidebar.

How do I add tokens to my wallet?

Go to the Wallet section in your app and tap on the ‘Add more Wallets’ icon. Search the token by name or contract address and add it to the list. You can easily organize the wallet order the way you want to see it by manually moving the necessary wallets to their new places.

To delete a wallet, long tap on the token card, and drag it to the crossed eye sign.

To delete many token wallets at once, go to Manage wallets sections and uncheck the tokens you no longer need.

This will not affect your wallet funds (that means that you can add the tokens back anytime)

What does “Client-side wallet” mean?

The Client-side wallet allows you to be absolutely sure of the security of your funds. How does it work? Users always control their keys themselves and Lumi neither holds, nor has the ability to access said keys. Meaning, we do not keep your keys on our servers; only you and your device hold them. It guarantees your security because there is no third party, only the client and their private key.

What is a private key?

Your private key signs each of your transactions. Since Lumi is a client-side wallet, transactions are conducted completely inside your digital wallet and are signed by your own private key. Each private key identifies that the transaction was carried out by you. Also, no third party has access to your private key and for these reasons, all transactions from your wallet will be identified as yours.

Security and Backup

How can I get my 12-word Backup Phrase?

Go to the sidebar Backup wallet. You will see 12 words one by one. Write a copy of each of these words carefully. You will then be required to retype all 12 words in the same order they appeared in to check the status and completeness of your backup. Store your copy of these 12 words (mnemonic) in a very safe and secure place, and never give it to anyone you don’t want to have access to your funds.

Never switch your wallet without having a Backup. The only way to get access to your funds is through your 12-word Backup Phrase.

Why do I have to write down my Backup Phrase before switching wallets?

We ask that you write down your 12-word Backup Phrase in the exact sequence it appeared before you exit your wallet as your funds and private key are tied to this unique Backup Phrase. Your 12-word Backup Phrase allows you to restore your wallet and regain access to your funds at any time on any device that supports Lumi wallet. After switching wallets, you will not have any other way to access your funds except the 12-word backup phrase.

In the unlikely event that Lumi, as a company, is no longer around, you can also use your 12-word phrase to transfer your existing funds in Lumi to a similar wallet service that utilizes the mnemonic system and has the same derivation path (Bip44).

I lost access to my wallet, and did not write down my Backup Phrase. Can I get my wallet back?

If you did not import your Lumi wallet on any other device and you did not save a copy of your Backup Phrase, then yes, you have completely lost access to your wallet. This is why we urge you to back up your wallet.

I forgot my PIN, what can I do?

If you know your Backup Phrase, you can delete the Lumi application and redownload. Then in the newly downloaded app, you can import your mnemonic and create a new PIN code. If you haven’t written down your 12-word mnemonic, unfortunately, you will have lost access to your funds.

How can I view my private keys?

Right now, we do not show private keys in the application. But you can always use your mnemonic phrase to recover your wallet.

General questions

What is Lumi Lite?

Lumi Lite is a previous version of our wallet. It was not HD (hierarchical deterministic). We could not release Lumi as an update of Lumi Lite due to different wallet structures. So as not to make it harder for those who already used Lumi Lite, we launched a separate application. We recommend that Lumi Lite users switch to our new Lumi application as it is even more private and secure because it generates new addresses each time you send or receive funds, making it harder to track your transactions and keeping your financial business yours.

I used Lumi Lite but prefer to use Lumi. How do I switch?

Lumi Lite version doesn’t support BIP-32 and BIP-44, that is why you cannot import your Lumi Lite mnemonic to Lumi. We suggest you simply download the new Lumi HD version and transfer your funds to the newly created HD wallet.

Why doesn’t the Lumi mobile app require registration?

There is no need for any personal information such as names, emails, and phone numbers due to the fact that we do not keep any users’ information, including their private keys. The only thing you must know is your 12-word Backup Phrase. We never know them because they are created locally on your device and never sent outside of it. The Backup Phrase allows you to restore your wallet on any other device at any time. Even if Lumi, as a company, doesn’t exist you will be able to restore your wallet in any other wallet based on the same technology.

Lumi Collect

What is Lumi Collect?

It is an Ethereum wallet for ERC-721 tokens such as Cryptokitties, BlockchainCuties and many others. Lumi Collect is a first-of-its-kind mobile app to display and manage all of the user's crypto collectibles and in-game assets in one place. For some games you can perform in-game actions (like gifting, selling, or breeding) right in the app.

Other games can be played with our in-app browser (that means you can play them right in the app)

Lumi Collect also serves as a regular Ethereum wallet: it is client-side and you are the only person who has access to and controls your funds.

What currencies/tokens does Lumi Collect support?

Lumi Collect supports Ethereum and ERC721 tokens.

What are ERC721 tokens?

ERC721 tokens are Ethereum non-fungible tokens. Non-fungible means that the value of each individual token is usually different from others. For example, if you have 10 EMB (ERC20 tokens), the USD and ETH value of your portfolio value is known and depends on EMB/ETH rate.

If you have 10 Cryptokitties, the value of your portfolio depends on how much the users are willing to pay for each kitty: one creature can be worth 0,002 ETH and another would be 300 ETH. The price is defined by the seller themself, so ERC721 tokens cannot be traded on exchanges.

What is the Collection?

The Collection is a place where we display all ERC721 tokens that are listed in Lumi Wallet (if you have a token and we do not display it, that means that we do not partner the token provider). For some assets we provide you with an opportunity to manage your tokens right in the collection (i.e. Gift, Sell and Breed buttons for CryptoKitties)

In-app browser

For enhanced user experience Lumi Collect has a built-in browser. You can find it in the Explore tab. By clicking on a game card you get to the site where you can play your favorite games the same way you do it on desktop. You can sign any Ethereum transaction via our in-app browser smoothly and securely.

Is LumiCollect for games only?

No, we can work with any Dapps that work on Ethereum blockchain

What is Lumi SDK?

Lumi SDK (software development kit) is a solution for dapps that want an ETH wallet integrated into their dapp: any Dapp whether it’s a blockchain game, decentralized auction, or a marketplace. An integrated wallet is compatible with ERC-721 (non-fungible) tokens and executes ETH transactions. Smart contract functions allow чfor the creation of any custom-built transactions such as gifting art pieces or breeding your crypto collectible.

Fees and transactions

What does a fee mean? Who do I pay to?

Every time you send a transaction in BTC, BCH, ETH, or token network you need to pay the network fee. This fee goes to miners who confirm your transaction.

The size of the fee depends on the transaction difficulty and network load. If there are a lot of transactions at that particular moment in time, miners first take more expensive transactions and then cheaper ones go to the further blocks.

Therefore, higher fees guarantee faster confirmation.

Which fee should I choose for my Bitcoin transaction?

Lumi wallet provides you with 4 options to choose from:

  1. Regular – takes about 2-24 hours, the amount depends on current network loading. It may vary from 10 satoshi to 250 satoshi per byte, approximately.
  2. Fast - it might be expensive, but you will get confirmations within an hour, costs depend on real-time network load.
  3. Cheap but takes time - 1-20 satoshi per byte, this is close to minimum but we do not advise you to use it because it may take days or weeks to be confirmed or it may be even rejected by the network.
  4. Custom amount - you can input the whole amount of fee in satoshi. We do not recommend you do it if you are beginner, but for advanced users it might be very useful.

Can I cancel my transaction?

Lumi is a client-side wallet and if your transaction was sent to a blockchain and you see it on block explorers, it means that it is waiting for a confirmation and cannot be cancelled.

How long can a transaction be pending?

Different transactions require different amounts of time. It depends on the fee. The higher the fee, the faster the transaction is confirmed.

Questions about the WEB Interface

What is Wallet ID? How can I get it?

Wallet ID is a string of letters and numbers is the ONLY way to enter your wallet. We send you your wallet ID when you sign up to a new wallet. We recommend you keep it secure.

Can I have two or more wallets?

You can have two or even more wallets inside Lumi. However, you have to register all of them on one email address.

If I have another wallet can I import it to Lumi?

You can import your existing wallet if it meets the BIP 44 derivation standard. For example, you can import your Jaxx or Blockchain.info wallet. Tap “Import a wallet” and enter your mnemonic phrase to enter your existing wallet in Lumi.

What password should I enter in the web version?

You should use the password you created when you signed up.

What should I do if i forget my password?

In the case you’ve forgotten your password, you can login with your mnemonic phrase. Tap the link “log in with your mnemonic phrase”, and fill the gaps in the right order.

Why can I not sign up?

There might be different reasons: 1. You have already registered with this email address. In this case, try to enter your existing account with your wallet ID that was sent to your email. 2. The password you create is easy. Remember it must contain symbols, numbers and capital letters.

Why can I not log in?

There are several reasons for this problem:

  • 1. You forgot your password and tried to enter the wrong one. Recover your account with your mnemonic phrase. And then change the password.
  • 2. You tried to log in with your email address instead of your Wallet ID. Enter your correct Wallet ID that you received when registering.

Why can I not recover my account with my mnemonic phrase?

Please, check whether you wrote down all the words in the correct order. Pay attention to the numbers in each line.

How can I receive coins on the web interface?

Just tap “Receive” and you will get your QR-code to receive coins. Or copy your address to send it to a sender.

How can I send coins on the web interface?

Tap “Send” and enter the receiver’s wallet address. Then choose the amount you want to send in a certain coin/token or USD. The next step is to add a fee. Choose from between the recommended amounts. Then check all the details and press “Confirm”. Pay attention! Crypto Asset transactions cannot be canceled or taken back. Double check for accuracy before confirming!

Where can I see my transaction history?

You can see all your transactions and details about them in the “Activity” tab.

How can I make sure my account is secure?

  1. You can log in to your account only with your Wallet ID that was sent to your email.
  2. You get notifications to your email each time you log in.
  3. You can set up a 2-step verification
  4. Backup helps you enter an account if you forgot your wallet ID.

How can I change my email or password?

If you want to change your email or password you can go to settings and choose option “Change email” or “Change password”. Then enter a new one and press “Confirm”.

Can I delete my account on the web interface?

In order to delete your account, you need to write a request to our support. Then we will consider it.

I’ve imported my wallet but don’t see my balance. Why?

The reason is the discrepancy in derivation standard. Remember that your imported mnemonic will open your wallet correctly if it meets the BIP 44 derivation standard path.

Questions on Exchange

What currencies are exchanged on Lumi?

You can exchange all tokens and coins supported both by Lumi and Changelly.

How can I exchange one crypto to another one?

You can do it in just three steps:

  1. Choose the coin or token you want to exchange from.
  2. Then choose the coin or token you want to exchange to.
  3. Enter the necessary amount and check all of the details and tap “Confirm”.

Then wait until the outgoing transaction has 3 or more confirmations. After these confirmations you will get your exchanged funds.

How much does Lumi charge for exchange?

Lumi charges only 1% to exchange your funds.

Why canI not exchange tokens?

Lumi allows you to exchange any token supported both by Lumi and Changelly. There are several reasons why you cannot exchange tokens.

  1. You need to add your tokens to Lumi. Tap “Wallets” then tap “+” and choose the necessary token. After these steps you will be able to exchange both coins and tokens.
  2. Check if your have enough ETH on your balance to pay the fee.
  3. Sometimes Changelly does not let you change certain coins or tokens due to their low trading volumes.