Account security

Account security

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Information to help you keep your account safe. See tips for strengthening your account security, verifying that message are coming from Luna2, and protecting your personal information

Payment and communication

Someone sent me a link to Luna2. How can I tell if it’s real?

If you receive an email or are directed to a website that looks like Luna2 but asks for confidential information, be cautious, since scammers sometimes create fake websites to get personal information, such as password or payment details. When in doubt, always start at Luna2 home page. Type in your browser and go from there.

You can tell if a website is secure by looking for a lock icon in your browser’s address bar. All of the Luna2 websites will show this icon. If you don’t see this icon, your connection to the website isn’t secure, and you shouldn’t enter any personal information.

If you think you’ve received a fake email, or think you’ve found a fake website, report it to our team through the intercom. If you received an email, try to forward or send it to us as an attachment. This will give us important information that will help us investigate. If you made a payment outside of Luna2 or are concerned about the security of your account, contact us as soon as possible.

Why should I pay and communicate through Luna2 directly?

Paying and communicating through Luna2 helps ensure that you’re protected by Terms and Conditions. It also makes it easy to find and reference important booking details like a listing address, booking details, customer support. We can’t provide these benefits if your booking isn’t booked and paid for directly through Luna2.

In addition, paying or communicating outside of Luna2 also makes it harder for us to protect your information and puts you at greater risk of fraud and other security issues.

If someone asks you to pay for your booking outside our on-site payment system – or think someone might be sending you links to a fake Luna2 site – tells us about it by messaging us through the intercom.

If you’re not sure, you can check if your booking was booked through Luna2 by checking your profile.

How do I know if an email is really from Luna2?

People might create fake emails or websites to try to steal personal information, such as password or bank account details. This is often called phishing or spoofing.

If you receive an email or are directed to a website that looks like Luna2 but asks for confidential information, be cautious, always start at the Luna2 home page.

Fraudulent emails might contain text from real Luna2 emails, such as booking confirmation message, booking reminder, or a request to update your profile. By making an email seem real, fraudsters hope to trick you into providing personal information that we would never ask for. If you’re not sure or worried, please contact our team through intercom as soon as possible.

Security resources

How long does Luna2 retail personal data?

We generally keep the data associated with your user account for as long as you have a Luna2 account. Some data, such as payment transactions, we tend to keep them for several years due to the requirement of law. Or, we retain some data for fraud detection or safety reasons. More details, please refer to our Privacy Policy.

What should I do if I think someone has logged into my account?

If you think someone has logged into your account without your permission, immediately check and make sure your contact information, profile photos, and listings have not been changed by someone else. Also, make sure that all the bookings in your account were made by you. If nothing went wrong, change your Luna2 password immediately.

If anything doesn’t look right, we’ll help you to understand what changes were made and how you can undo them. To help prevent someone else logging into your account, please change your password regularly and do not share it with anyone you don’t trust.

How can I keep my account secure?

Make sure your password is long with a mix of letters, numbers, and special characters. The password should also be different than the passwords you use of other websites. That way, if one of your other accounts is compromised, it’s less likely to impact your Luna2 account.

Luna2 will never ask you to pay elsewhere – and we ask that you keep all payment and communication on the Luna2 platform. Don’t share your email address before a booking is confirmed. Always examine emails that claim to be Luan2 carefully. We’ll never ask you to exchange money outside of Luna2 or send us your password information over email.

If you encounter a suspicious profile, listing, or message thread, or someone emails you asking you to pay or accept payment off-site, let us know through our in-site intercom right away.

How will my email address look to other people?

We don’t share your email address unless the booking is confirmed. Keeping your email address hidden helps protect your privacy and prevents fraudulent email. We recommend Luna2 users to communicate using the Luna2 messaging intercom.

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