Help Centre

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Frequently Asked Questions

I’ve made a deposit but it’s not showing in my local currency wallet. What now?

We process thousands of deposits a day and use automated systems to allocate them into wallets. If you’ve been waiting longer than two business days for your deposit to reflect in your local currency wallet, it may be because:

  • An incorrect BX reference was used as a payment reference;
  • A cash deposit was made, or;
  • A third-party payment was made

Read our Help Centre article to learn more about how depositing works.

How do I secure my Luno account?

We take every effort to ensure the security of our customers and to keep their cryptocurrency safe, but only you can add additional layers of protection to your Luno wallet. Use these features to better secure your Luno account:

  • Two-factor authentication (2FA)
  • Disabling cryptocurrency sends
  • Choose a strong password and change it regularly, to make it that much more difficult for an intruder to access your wallet.

Read our Help Centre article to learn more about how to keep your Luno account secure.

How do I buy cryptocurrency?

Buying cryptocurrency with Luno is easy. Depending on your region, you will first need to make a deposit using a bank transfer, EFT or any other method available to you. Once your deposit has reflected in your local currency wallet, you can proceed to buy cryptocurrency with those funds.

Visit our Help Centre to learn more about how to add money to your Luno wallet and then buy cryptocurrency.

I want to withdraw money. How long does this take?

To withdraw money from your local currency wallet, follow these steps:

  • Select Wallets from the Menu and then choose Withdraw on your local currency wallet
  • You will be prompted to link your bank account if you have not yet provided us with your bank account details
  • Next, enter the amount you wish to withdraw
  • Select your bank account, enter your PIN and you’re set to withdraw.

Visit our Help Centre to learn how long it takes for your withdrawal to reflect in your bank account.

Above are the most common questions we receive from our customers. To learn more, visit our Help Centre.

If you have a query and would like support, use the buttons above to chat with us or submit a support ticket.

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