What's happening
Q: Why is Lunar closing the investment platform?
A: This is a decision about the future. We have high ambitions for what investing at Lunar can become, and we are giving it a fresh start.
Q: What happens to my investments once access via the Lunar app closes?
A: Your investments have always been held with Saxo Bank. Because of this, nothing will be sold, closed, or moved. From [date], you'll access the same holdings directly through Saxo instead of through the Lunar app.
Money & safety
Q: Is my money and portfolio safe during the transition?
A: Yes. Your investments are already legally registered in your name with Saxo Bank. The transition only changes which app you use to view and manage your investments.
Q: Will the value of my portfolio or my holdings change?
A: No. Nothing will be bought, sold, or converted as part of this change.
Accessing your Saxo account
Q: How do I log in to Saxo for the first time?
A: The first time you access Saxo Bank's platform, you'll need to set a password. You do this via Saxo Bank's platform, SaxoTraderGO:
Open SaxoTraderGO
Select “Forgot password”
Enter your email and your Saxo ID (you'll find your Saxo ID in the email we sent you about the closure of account access via the Lunar app)
You'll then receive an SMS with a verification code
Once verified, you can set a password
You're now ready to log in!
Fees & pricing
Q: Will my fees change?
A: From [date], Saxo's own pricing applies. See full pricing here: [pricing link].
Timeline
Q: When does Lunar's investment platform close completely?
A: From [date], the investment platform will no longer be available in the Lunar app.
Q: Can I still trade in the Lunar app until [date]?
A: Yes, you can continue to trade through the Lunar app until [date]. After that, you'll
need to manage your account directly through Saxo Bank's platform.
Q: What happens to open orders, limit orders, or recurring/automatic monthly investments during the transition?
A: Not addressed in the current draft. This will very likely be the largest source of support cases in the first week if it isn't clarified.
Your other Lunar products
Q: Does this affect my Lunar bank account, card, or other products?
A: No — this change only affects the investment platform. Your accounts, cards, and everything else remain exactly as they are.
Data & privacy
Q: What happens to my investment data and history at Lunar?
A: Data that Lunar has processed as part of legally required checks (AML, transaction history, consents, bookkeeping, etc.) is retained for the statutory period and then deleted.
Support
Q: Who do I contact if I have questions about my Saxo account?
A: See Saxo's FAQ [here] for questions regarding your Saxo account.
(add saxo support options)
Q: Who do I contact if I have questions about the transition itself?
A: Country-specific information about Lunar customer service — to be filled in for each market.