Update - We continue to work with Maybank and have a few proposals in place around helping with customer withdrawals since that is our immediate focus. Maybank is fully aware of the situation and are being cooperative. Rest assured, the issue is receiving attention at the highest level from both Luno and the bank.

Thank you for your continued patience. We’ll post another update as soon as one is available.
Feb 19, 11:34 UTC
Update - We continue to engage Maybank on a daily basis and have had productive discussions on multiple aspects around the industry in general and Luno specifically. Like we mentioned before, the industry growth has taken everyone by surprise and all banks are paying closer attention to entities in the digital currency space.
Feb 9, 14:15 UTC
Update - We continue to work to resolve this matter as soon as possible. The IRB has now agreed to unfreeze our account while it completes the investigation, and we are working closely with Maybank to have the account operational again.

We’ll send out wider communication via email, in the Luno apps and on social media once we can confirm the status of the bank account.
Feb 2, 07:46 UTC
Update - We’ve had positive meetings with the IRB this week. We are making progress and will continue updating customers regularly on this page as and when we have more details that we can share. We’ll send out wider communication via email, in the Luno apps and on social media once the issue has been completely resolved.
Jan 31, 15:51 UTC
Monitoring - We’d like to provide a quick update on our Malaysian bank account.

Luno continues to work with the IRB in relation to its investigation, and the matter remains our highest priority.

Globally, tax authorities are paying more attention to digital currency platforms and their customers. As you may have read this week, South Korean tax authorities have also started investigating local exchanges.

As we have mentioned, the fact that ours is such a new and mostly unregulated industry means the authorities often lack precedent or guidance. Luno is working closely with the IRB to help them better understand both Luno and the industry more broadly: how digital currency platforms like Luno work, how the market is using digital currencies and how other countries are proposing regulation. The IRB realises that the funds held by Luno belong to our customers and are understanding of the impact the investigation is causing.

Again, Luno encourages all customers to adhere to Malaysian tax requirements, including where necessary the declaration of any gains in the manner prescribed by the authorities.

While we work through this matter, you can still buy, sell, send and receive digital currencies like ETH and BTC with your MYR local currency balance on Luno. All your funds — local and digital currencies— remain safe with Luno and all other services remain unaffected.

We will send updates as soon as they become available.

Thank you for your ongoing support and understanding.
Jan 23, 13:51 UTC
Update - Dear customers,

As you may know, Luno has not been able to process deposits or withdrawals in Malaysia over the past few weeks due to an issue with our bank account. We’d like to provide a more detailed explanation of what is currently going on.

The Internal Revenue Board (IRB) has temporarily frozen the bank account of BitX Malaysia (our local entity in Malaysia), pending an investigation relating to tax matters. As part of this, the IRB has requested that we provide them with information on all our Malaysian customers: identification, deposits/withdrawals, and transactions.

We are working closely with the IRB to limit the parameters of this broad request. As set out in our Privacy Policy, we value your privacy and strive to protect your personal information. We will only provide personal information where we are legally required to do so and are working with our local advisers to ensure that any disclosure is consistent with our obligations to you, our customers.

We want to resume processing MYR bank deposits and withdrawals as soon as possible, but we are not able to do so until the IRB releases the bank account.

In general, we strongly encourage all customers to adhere to Malaysian tax requirements, including where necessary the declaration of any gains in the manner prescribed by the authorities.

Bitcoin and digital currencies are a new area of development for everyone including regulators, financial institutions, tax authorities, and many others. Navigating this requires everyone to work together to figure out optimal solutions to ensure the industry is safe and conducive to business. We are supportive of the recent measures by Bank Negara Malaysia (BNM) to come up with reporting requirements for digital currency exchanges. In a similar manner, we are working closely with our banks and the IRB to come to a swift conclusion with regard to this investigation.

We are focused on making sure we achieve a positive outcome for everyone, especially our customers. This may, unfortunately, take some time, and we’d like to ask for your patience and support while we work through the situation. Unfortunately, we can’t give a time estimate for this to be resolved, but we’ll notify you as soon as we have another update.

In the meanwhile, you can still buy, sell, send and receive digital currencies like ETH and BTC with your MYR local currency balance. All your funds —local and digital currencies— remain safe with Luno and all other services remain unaffected.

Thank you for your understanding.
Jan 12, 13:35 UTC
Update - Luno is still unable to process MYR deposits and withdrawals, due to ongoing issues with Maybank. This not only affects Maybank customers but also CIMB and other Malaysian banks, as all customer deposits are held with Maybank.

We continue to have talks with the highest levels of Maybank and the Malaysian financial authorities and are confident that this issue will be resolved.

Requested withdrawals will remain pending until the situation has been resolved, after which the withdrawal will be processed. You can also cancel pending MYR withdrawals, by navigating to Menu > Wallets > MYR wallet > Transactions, and purchase BTC or ETH with it.

We’d like to apologise for this frustrating and unexpected delay and we’d like to assure you that we’re working round the clock to get it resolved.
We will send an update to all affected customers once we have more information.
Jan 5, 14:12 UTC
Update - Luno remains unable to process MYR deposits and withdrawals due to issues with Maybank.
We remain in constant talks with the relevant authorities, but we estimate that it will take a few weeks now to resolve the matter. This is due to the fact that we hit the holiday season and many officials were unavailable for a discussion.

Rest assured, our team is actively working on the situation and this remains our highest priority in the company at the moment. We apologize for this frustrating delay.

In the meantime, our customers are welcome to cancel their pending withdrawals. The funds will be returned to your Luno wallets, enabling you to buy BTC or ETH if you choose to do so.
Just visit https://www.luno.com/wallet/transactions , select the pending withdrawal at the top of the page, click on it and then choose the "stop" button in the transaction details.
Dec 28, 09:39 UTC
Update - Our team on the ground in Malaysia continues to work with Maybank to resolve the current issues. Despite our best efforts, this will take a few business days. As previously stated, all customer funds remain safe with us. We will share more information as soon as it becomes available to us. Thank you for your continued patience.
Dec 20, 14:03 UTC
Update - We are engaging with the bank at the highest level to get MYR deposits and withdrawals reactivated. We will provide another update as soon as more information becomes available. Thanks for your patience during this unexpected and frustrating delay.
Dec 18, 21:53 UTC
Update - We successfully made contact with key senior individuals at the bank to resolve the MYR deposit and withdrawal issue. Since it is the weekend, they can’t provide us with any more information, but we have follow-up meetings scheduled for early next week. We will provide another update on Monday afternoon, 18 December 2017, or as soon as more information becomes available.
Dec 16, 15:03 UTC
Update - We are still experiencing technical issues with MYR deposits and withdrawals. We are in the process of resolving this matter with the bank.

Note that your funds — digital and local currency — are safe. All other services remain unaffected. You can still use Luno to buy, sell, trade, send, receive and store digital currency.

Please refrain from making deposits, withdrawals or sending multiple tickets about this issue.

We will keep you updated with all progress via this status page.
Dec 15, 14:26 UTC
Identified - We've identified an issue affecting MYR deposits and withdrawals, our team is working closely with the bank to resolve the issue.
There may be delays in processing withdrawals.

An update will be provided as soon as more information is available from our bank.
Dec 14, 16:56 UTC
Update - Many of our customers, and Bitcoin holders in general, continue to be targeted by phishing scams. Please remain vigilant when responding to mails and clicking on links.

Luno will never ask you to share login details or fill in an attachment. Please double check that mails sent from Luno are from @luno.com and that you’re browsing https://www.luno.com.

Our team is continuing to work with various parties to resolve this.
Feb 12, 11:36 UTC
Identified - We’ve identified an increase in phishing and scam attempts. Please be vigilant when clicking on links, receiving emails and sharing your information online.

We will never ask you to share your sign-in details at any point in time.

It’s important to check the URL and make sure that you are visiting https://www.luno.com or use the Luno apps downloaded from the App Store or Google Play.

Enabling two-factor authentication (2FA) is also strongly recommended as it adds a great layer of security to your account.

Useful links:
How to enable 2FA: https://www.luno.com/help/en/articles/1000203420
How to spot phishing: https://www.luno.com/blog/en/post/bitcoin-phishing-fraud-fighting-luno
Luno for iOS: https://itunes.apple.com/app/bitx-wallet/id927362479?mt=8
Luno for Android: https://play.google.com/store/apps/details?hl=en&id=co.bitx.android.wallet
Jan 31, 10:53 UTC
Website   Operational
API   Operational
Bank deposits and withdrawals Degraded Performance
Malaysia   Degraded Performance
South Africa   Operational
Nigeria   Operational
Indonesia   Operational
Bitcoin sends and receives   Operational
Ethereum sends and receives   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Feb 20, 2018

No incidents reported today.

Feb 19, 2018
Resolved - Instant Buy and Sell orders for Ethereum are processing as normal.
Feb 19, 16:08 UTC
Identified - Some customers may have issues using the Instant Buy and Sell functionality for Ethereum orders.
Our team are aware of this and working on a fix. Trades via the Exchange are still available, this is accessible via https://www.luno.com/trade/ETHXBT

Updates to follow.
Feb 19, 15:54 UTC
Resolved - Withdrawals are being processed as normal.
Feb 19, 14:25 UTC
Identified - Withdrawals requested to Standard Bank this weekend have had to be routed via FNB as there is a technical issue with Standard Bank this morning.
This will result in slower than normal withdrawals to Standard Bank as bank clearance times will now apply.

We will resolve this incident once we can successfully release withdrawals via Standard Bank.
Feb 19, 07:04 UTC
Resolved - Withdrawals are being processed as normal.
Feb 19, 07:01 UTC
Identified - Withdrawals in Indonesia have been delayed due to the public holiday, unfortunately banks do not process withdrawals over weekends or public holidays.

Withdrawals requested will be processed on 19-02-2018.

Please view our full withdrawal schedule via the link below:

https://www.luno.com/help/en/articles/11000022934-how-long-until-my-withdrawal-is-processed
Feb 16, 08:07 UTC
Feb 18, 2018

No incidents reported.

Feb 17, 2018

No incidents reported.

Feb 15, 2018

No incidents reported.

Feb 14, 2018

No incidents reported.

Feb 13, 2018

No incidents reported.

Feb 12, 2018
Resolved - This incident has been resolved.
Feb 12, 16:47 UTC
Identified - There will be a slight delay with Mandiri withdrawals requested on 12-02-2018. This is a temporary incident which we hope to see resolved during the day. We will re-attempt to release the withdrawals during the next release, you can find the full schedule here - https://www.luno.com/help/en/articles/11000022931-how-long-until-my-deposit-shows-in-my-luno-wallet

Updates to follow.
Feb 12, 06:53 UTC
Resolved - Response times have returned to normal, thanks for everyone's patience during this time.
We've been working hard at implementing key efficiencies within the team to further minimise mail response times.
Feb 12, 05:46 UTC
Identified - Our Community Team is under heavy load which may result in slower than normal response times, it may take us several days to get back to you.
Emails that we receive are responded to from oldest to newest, we reply to every single email that we receive.

Account verifications may also take several days.

Please read through our Help Centre articles before submitting a ticket - luno.com/help

If you still need help, please submit detailed information in your ticket so we can assist you in the most efficient way possible.
Nov 30, 08:45 UTC
Feb 11, 2018

No incidents reported.

Feb 10, 2018

No incidents reported.

Feb 8, 2018

No incidents reported.

Feb 7, 2018

No incidents reported.

Feb 6, 2018

No incidents reported.