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Luma Safety & Security FAQs

Have a question about the Luma card’s security features or want to know how we protect your information? Luma answers some common questions about safety and security.

What should I do about a lost or stolen card?

If you or an extra cardholder loses your Luma card, or if your Luma card is stolen, you should call us right away to ensure we deactivate your lost or stolen card. Please don‘t contact us about a lost or stolen card via Secure Message. To protect your account from fraudulent use, we’ll deactivate your account the instant you call us.

What if I think someone may have my card or security details

Call us right away if you ever suspect that:

  • Your credit card and/or credit card cheques have been lost or stolen, or
  • Someone else knows your PIN, password, or other essential security information.

What if I haven’t received my new card?

If you haven’t received your new Luma credit card within 10 working days, contact us

What should I do if my identity has been stolen?

Capital One, the trusted issuer of the Luma credit card, provides all customers with identity theft advice and information around-the-clock. If you do become a victim of identity theft, then we’ll help restore your identity with minimum fuss. Call our confidential helpline for support if you’re a Luma customer and have had your identity stolen.

What is Chip & PIN technology?

Chip and PIN technology helps protect you from credit card fraud. That’s why your Luma card features Chip and PIN technology. Chip and PIN technology is generally more secure than signing for purchases when you use your card. The Chip is a microchip that helps prevent your credit card details from being copied. Your PIN, or Personal Identification Number, helps ensure that you are the credit card’s true owner. When you buy goods or services with your Luma card, you will often be asked to enter your unique 4-digit PIN on a special keypad.

How often should I change the password for my online account?

To help safeguard your online account, it’s a good idea to change your password regularly. Just log into your online account and click “Update Profile”. Follow the easy instructions to change your password.

How do I know if an email I receive from Luma or Capital One is genuine?

As is now increasingly common online, you may receive a phishing email. These emails typically contain a link to a fake website that appears to be Luma’s or Capital One’s and attempts to trick customers into supplying confidential personal information. Luma, Capital One, and MasterCard never send emails to customers requesting confidential information. If an email directs you to a website or asks you to provide your card number, PIN, card expiry date, mother’s maiden name, online account user name or password, it’s not from Luma, Capital One, or MasterCard. Do not provide this information via email nor when asked to do so on a website via email. Some phishing emails claim that your account will be closed unless you confirm confidential personal information or update your security details. These are not genuine emails, if you think you’ve received a hoax email, please forward it to abuse@capitalone.com so that we can investigate. Genuine emails that we send you may include links to our website. When you click on these links please ensure you check that the website you go to always starts with either:

  • http://www.luma.co.uk
  • http://luma.applyformycard.co.uk
  • http://www.capitalone-extras-mastercard
  • http://www.capitalone.co.uk
  • http://www.capitaloneonline.co.uk

If you’re ever concerned that you may have divulged your confidential personal information in a phishing scam or if you suspect that your Luma card’s security details have been compromised, please call us right away. Do not let us know by using Secure Message. We need to speak to you as soon as possible to stop potential fraud.

Where can I find out about staying safe online?

Because your security is paramount, Luma offers numerous guides and tips on protecting your card and your identity. Shed some light on how to stay safe online with this handy guide from Luma.