Help Centre

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Why is my deposit not reflecting? What do I do now?

Luno processes thousands of deposits a day and we use automated systems to check our bank statements for your deposit. That’s why it’s important that you follow the deposit instructions carefully to prevent delays.

For any of the reasons below, our systems may not recognise your deposit.

Unique deposit reference

Did you enter the correct deposit reference number 100% accurately? It’s a unique nine character code that starts with “BX...”. Sometimes, our customers mix up the reference numbers causing our special “BX...” reference number to appear on their bank statements and something else to appear ours. 

Unique deposit amount

In certain countries, we ask customers to deposit a unique amount. This helps us identify which deposit belongs to you.

Bank account ownership

Did you make your deposit from a bank account that does not belong to you? We not accept deposits to your Luno account if made from a friend or family member’s bank account. This can also cause the deposit to be delayed and in this case we will reverse the transaction, returning the funds to the bank account from where it came.

Duplicate deposit amount

As a safety precaution, our system stops deposits of the same amount made to the same customer’s Luno account within a 24 hour period. 

Help us find your deposit

If your deposit is not reflecting in your Luno account after two business days (excluding weekends and public holidays), please send us your proof of payment. Our accounts department can only assist you with proper proof of payment from your bank.

Your proof of payment must show the following information:

  • Your full name

  • Amount of deposit

  • Date of deposit

  • Reference number used (if applicable)

Click here to submit your proof of payment.

Contact us for more help

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