To complete this change, kindly reach out to our support team via a live interactive channel (Chat or Whatsapp). This will allow us to secure a verification code in real time to update your account information. 

Follow these simple steps to change your PIN:

1. On your Lama app homepage, tap on the burger menu located at the top left corner of your screen. This will lead you to your account profile and settings.
2. Scroll down to the category “Security and options”.
3. Click on “Change password”.
4. Enter your old PIN.
5. A six-digit code will be sent to your registered phone number to validate this request.
6. Enter your new PIN and confirm it. 

Your PIN has been updated. Please make sure not to forget your new PIN since it will be required to complete many actions in the App.

To get your residential address updated, follow these steps:

If you have not done the account verification yet, submit your verification with the desired address.

If your account has already been verified, kindly reach out to our support team. Remember to include the full name, email address and phone number associated with your Lama account as well as the new address you would like to associate with your Lama account.

Please note that our Compliance team might request additional information once the residential address has been updated (for instance, proof of address in the form of Utility bill that matches your new address).

Please kindly reach out to our support team who can reset your PIN. Once your PIN is reset, you will be logged out of your Lama account. The phone number associated with your Lama account will receive a temporary code to log in to your Lama account and to set up your new PIN. Please make sure not to forget your new PIN since it will be required to complete many actions in the App.

We are sorry to hear that you are thinking about leaving Lama.

To delete your account, please kindly reach out to our support team. They will escalate your request to have it completed. Remember to include the full name, email address and phone number associated with your Lama account.

Once your account has been deleted, your credentials will be removed from the system, and you will not be able to retrieve any of your information nor log in again. You will need to withdraw all your funds in all currencies – for instance in euros and cryptocurrencies – before your account is finally closed. Keep in mind, we are required by law to keep your data for five years, for regulatory compliance.

Lama currently offers 4 different Account plans: 

• Lama Classic: €0/month – Limited to 1 Virtual card (1 physical card for only €9.99) – 0% Cashback. 
• Lama Classic Plus: €4.99/month – Limited to 2 Simultaneous Virtual cards and 1 Physical card – 0% Cashback. 
• Lama Suri: €9.99/month – Limited to 3 Simultaneous Virtual cards and 1 Physical card to choose – 0% Cashback.
• Lama Vicuna: €14.99/month – Limited to 5 Simultaneous Virtual cards and 2 Physicals of any design – 1% Cashback.

Yes, you can certainly upgrade your Lama Account plan, to do so follow these simple steps: 

1. Open your Lama app. 
2. Tap on the burger menu located at the upper left corner of your screen.
3. You will see your current plan listed. 
4. Tap on ‘See more’.
5. Scroll down to the bottom and tap ‘Change my plan’.
6. Select the desired Account plan. 
7. Pay applicable fee. 
8. Confirm the plan change.
9. Validate your request by entering your PIN code, fingerprint or FaceID. 
10. Enjoy your new benefits.

Yes, you can certainly downgrade your Lama Account plan, nevertheless since it is a subscription plan, the change will not take effect until the following month. To complete the change, follow these simple steps: 

1. Open your Lama app. 
2. Tap on the burger menu located at the upper left corner of your screen.
3. You will see your current plan listed. 
4. Tap on ‘See more’.
5. Scroll down to the bottom of the screen and tap on ‘Change my plan’.
6. Select your new plan.
7. Pay the new plan fee if applicable. 
8. If your new plan does not support the number of cards you have activated, you will need to cancel the exceeding cards.  
9. Confirm the plan change and acknowledgement of plan benefits change. 
10. Validate your request by entering your PIN code, fingerprint or FaceID. 
11. Enjoy your new benefits.

Note: By completing a downgrade in your Lama Account plan, you will experience the applicable benefits lost depending on the current plan in your account and the newly selected plan. Here is a list of the plan differences: 

• Lama Vicuna: €14.99/month – Limited to 5 Simultaneous Virtual cards and 2 Physicals of any design – 1% Cashback.
• Lama Suri:€9.99/month – Limited to 3 Simultaneous Virtual cards and 1 Physical card to choose – 0% Cashback.
• Lama Classic Plus:€4.99/month – Limited to 2 Simultaneous Virtual cards and 1 Physical card – 0% Cashback. 
• Lama Classic:€0/month – Limited to 1 Virtual card (1 physical card for only €9.99) – 0% Cashback.