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. If the deposit instructions are not followed precisely, you could end up waiting up to a month for the deposit to reflect on your Luno account.

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...” which is prompted on your deposit screen (see below). This will be your unique number for all Luno deposits.

Some Luno 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. If a deposit is made with an incorrect reference number there is no way for our finance team to know which of our customer’s accounts to allocate the funds to. For this reason it is recommended to use the “BX…” number provided in both reference fields when adding Luno as a new beneficiary to your bank. 

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.

Using someone else’s bank account

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.

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