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