Help Centre

Hi. How can we help you?

Search

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.


Incorrect deposit reference

Did you enter the correct deposit reference number 100% accurately? This is a unique nine-character code that starts with “BX...”. Sometimes, our customers swap their personal reference with ours. This causes our special “BX...” reference number to appear on their bank statement and something else to appear on ours.

For our customers in Malaysia, make sure you add your unique reference number to the “other payment details” field as well as the “reference” field.


Incorrect 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 do not accept deposits to your Luno wallet 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 money 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 wallet within a 24 hour period. If you would like to make more than one deposit in a day, make sure they are all of different amounts.


Help us find your deposit

If your deposit is not reflecting in your Luno wallet after two business days (excluding weekends and public holidays), please send us your proof of payment. Our team 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.


Was this article helpful?

Contact us for more help

It’s never too late to get started.
Buy, store and learn about Bitcoin and Ethereum now.

Desktop Icon Apple App Store Logo Google Play Store Logo