Update - While the backlog of conversations have decreased, we're still not getting back to you as quickly as we’d like. Clearing the backlog is getting our full attention, but unfortunately, we don’t know how long the delay in our response times will remain.

Before getting in touch with us, we’d suggest that you first visit our Help Centre at https://www.luno.com/help/ to find answers to your questions.

If you do need to contact us during this busy time, please make sure that you include all the relevant information, so we can assist you in the best way possible.

As always, we appreciate you bearing with us.
Feb 23, 18:02 UTC
Update - We are continuing to work on a fix for this issue.
Feb 17, 15:55 UTC
Update - We’re still experiencing a higher than usual number of incoming queries, and working through the backlog as fast as we can. You can expect longer than normal response times.

We’re really sorry for the delay and we’ll do our best to get back to you within up to 8 working days.

We appreciate you bearing with us.
Feb 10, 15:30 UTC
Update - We’re experiencing a higher than usual number of incoming queries again, which unfortunately increased our existing backlog. We’re still working through the backlog as fast as we can. Therefore, you can expect longer than normal response times.

We’re sorry for the delay and we’ll do our best to get back to you within 5-6 working days.

Thanks so much for bearing with us.
Feb 5, 11:44 UTC
Update - While the response times still remain higher than we'd like, we're making good progress. On average we're getting back to customers within 3 days. Thanks again for your patience.
Jan 29, 14:53 UTC
Update - We’re still working as fast as we can through the backlog of conversations after experiencing an extremely high number of incoming queries in the last few weeks.

You can expect longer than normal response times. We’re sorry for the delay and we’ll do our best to get back to you within 5-6 working days.

Thanks again for bearing with us.
Jan 26, 09:56 UTC
Identified - We’re currently experiencing an extremely high number of incoming queries, and we’re working through the backlog as fast as we can.

You can expect longer than normal response times. We’re sorry for the delay and we’ll do our best to get back to you within 7 working days.

Thanks so much for bearing with us.
Jan 12, 07:06 UTC
Update - We are continuing to work on a fix for this issue.
Feb 17, 16:07 UTC
Update - In light of the recent circular from the Central Bank of Nigeria (CBN) advising financial institutions to close bank accounts held by cryptocurrency service providers, Luno has been forced to disable all Naira withdrawals and deposits.

We’re very sorry that we weren’t able to inform you of this in advance, but we did not receive the prior warning that we needed from our payment partners. If you’ve already requested a withdrawal, we unfortunately cannot guarantee that it will be processed. If it is not processed, it will be returned to your wallet.

Please be assured that your funds are completely safe and we are working hard to resolve this issue as quickly as possible. This is an ongoing situation, so please check the status page for updates. We’ll keep you informed of all incoming developments as soon as we receive further information.

There are two options you can take at this point:

1) Store and trade your cryptocurrency with Luno until the situation is resolved. You can continue to use all your account features as normal, with the exception of depositing and withdrawing Naira. If you’re concerned about the volatility of your cryptocurrency, you can move your cryptocurrency into USDC.
2) Send your cryptocurrency to a different wallet address. You can still send your cryptocurrency to wallets on other platforms. However, we would strongly recommend that you do not send your cryptocurrency to strangers offering to withdraw your cryptocurrency for you, as they may be trying to scam you.

Luno has always worked closely with regulators in Africa and all regions in which we operate, and will continue working with the CBN and others to find a solution. Nigeria’s regulators have taken a pragmatic and forward-looking approach to cryptocurrency in the past and we’re confident that this issue can be resolved quickly, so that Nigeria can continue to play a central role in the growth of cryptocurrency.
Feb 11, 15:46 UTC
Update - The situation with the Central Bank of Nigeria is ongoing and we are monitoring developments. We know that this will be very concerning for many of you, but rest assured that your funds are safe and Naira withdrawals are being processed.

We will update you as soon as we get news.
Feb 6, 09:13 UTC
Update - We understand that this is an uncertain time for our customers in Nigeria, rest assured we're doing everything in our power to ensure a positive outcome for everyone.

Most deposit methods remain unavailable for now, withdrawals are still being processed however may be delayed. Should that change we will update you the minute further information becomes available to us.
Feb 5, 22:35 UTC
Update - Deposits via Paystack are unavailable.
Feb 5, 19:55 UTC
Update - Unfortunately, due to the recent directive by the Nigerian Central Bank, Flutterwave deposits are also unavailable until further notice.
We'd like to take the time to thank our customer for the patience during this time.
Feb 5, 18:15 UTC
Identified - We've identified an issue with deposits via PayU in Nigeria, other deposit methods are functioning as normal for now however, due to news around regulations in the market, may not work.

All customer funds are safe.

Withdrawals are functioning however may take longer than usual to be processed.

This is a developing incident, updates to follow.
Feb 5, 16:38 UTC
Crypto sends and receives Operational
90 days ago
99.83 % uptime
Today
BTC Operational
90 days ago
99.83 % uptime
Today
BCH Operational
90 days ago
99.83 % uptime
Today
ETH Operational
90 days ago
99.83 % uptime
Today
XRP Operational
90 days ago
99.83 % uptime
Today
LTC Operational
90 days ago
99.83 % uptime
Today
USDC Operational
90 days ago
99.83 % uptime
Today
Supported platforms Operational
90 days ago
99.87 % uptime
Today
Web Operational
90 days ago
99.83 % uptime
Today
Android app Operational
90 days ago
99.83 % uptime
Today
iOS app Operational
90 days ago
99.83 % uptime
Today
API Operational
90 days ago
100.0 % uptime
Today
Help & account verification Degraded Performance
90 days ago
100.0 % uptime
Today
Support response times ? Degraded Performance
90 days ago
100.0 % uptime
Today
Account verification Operational
90 days ago
100.0 % uptime
Today
Bank deposits and withdrawals Major Outage
Australia Operational
Austria Operational
Belgium Operational
Bulgaria Operational
Croatia Operational
Cyprus Operational
Czechia Operational
Denmark Operational
Estonia Operational
France Operational
Greece Operational
Hungary Operational
Iceland Operational
Ireland Operational
Italy Operational
Latvia Operational
Liechtenstein Operational
Lithuania Operational
Luxembourg Operational
Malta Operational
Monaco Operational
Poland Operational
Portugal Operational
Romania Operational
San Marino Operational
Slovakia Operational
Slovenia Operational
Spain Operational
Sweden Operational
Switzerland Operational
Indonesia Operational
Malaysia Operational
Nigeria Major Outage
Singapore Operational
South Africa Operational
Uganda Operational
Gibraltar Operational
Guernsey Operational
Isle of Man Operational
Jersey Operational
United Kingdom Operational
Zambia Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
API uptime
Fetching
API response time
Fetching
Past Incidents
Mar 3, 2021

No incidents reported today.

Mar 2, 2021

No incidents reported.

Mar 1, 2021

No incidents reported.

Feb 28, 2021

No incidents reported.

Feb 27, 2021

No incidents reported.

Feb 26, 2021
Resolved - Our third party provider has updated their status and is no longer experiencing connection issues.

The issue has been resolved.
Feb 26, 20:29 UTC
Monitoring - We have managed to implement a workaround until we have confirmation that our third party provider has resolved the issue.

You should not expect any delays in SMS being sent when verifying phone numbers or authorising transactions on our app.

Our team will monitor for any errors.
Feb 26, 16:24 UTC
Investigating - Our third party SMS provider is currently having issue. As a result this may affect messages when trying to verify phone numbers and authorising transactions on our app when SMS are required.
Feb 26, 14:15 UTC
Resolved - This incident has been resolved.
Feb 26, 01:45 UTC
Investigating - Instant Bank Transfers and PayID payments may be affected due to a network outage currently being experienced by our banking partner in Australia. Please expect delays in deposits as well as the possibility that your deposit may not be successful.

We're working closely with the our banking partner to see this resolved as quickly as possible. Thanks for your patience.
Feb 18, 03:05 UTC
Feb 25, 2021

No incidents reported.

Feb 24, 2021
Resolved - No further errors are being reported, we'll continue to monitor for any further anomalies.

Thanks again for everyone's patience.
Feb 24, 21:05 UTC
Identified - We've identified the issue and are working on a fix, error rates are coming down slowly.
Feb 24, 20:26 UTC
Investigating - We're investigating elevated errors on the Exchange, customers may see a network/connection error on the Android and iOS apps while customers using the website may see a blank page when loading.

Our team are working on this as a priority.
Feb 24, 19:51 UTC
Feb 23, 2021

Unresolved incident: Slow support response times.

Feb 22, 2021

No incidents reported.

Feb 21, 2021

No incidents reported.

Feb 20, 2021

No incidents reported.

Feb 19, 2021

No incidents reported.

Feb 18, 2021
Resolved - Our bank has confirmed that this has been resolved. Withdrawals will now process normally.
Feb 18, 05:52 UTC
Identified - There may be temporary delays with Malaysia withdrawals requested on 18th February 2021 due to unexpected bank maintenance downtime. We’re working with the bank to see this resolved soon.

We will attempt to release the withdrawals during the next release. You can find the full withdrawal schedule here: https://www.luno.com/help/articles/11000022934
Feb 18, 03:47 UTC
Feb 17, 2021
Resolved - This incident has been resolved.
Feb 17, 14:59 UTC
Update - We are continuing to investigate this issue.
Feb 5, 05:38 UTC
Investigating - We're aware of a delay with deposits via Bank Transfer and our team is currently investigating it. We hope to have this resolved soon. In the meantime, please make use of FPX, an alternative deposit method in your Luno wallet.
Feb 5, 05:38 UTC
Resolved - This incident has been resolved.
Feb 17, 14:54 UTC
Identified - Withdrawals in Uganda will not be processed on 16 February due to the public holiday, unfortunately, banks do not process withdrawals over weekends or public holidays.

Requested withdrawals will be processed on 17 February.

Please view our full withdrawal schedule via the link below:
https://www.luno.com/help/articles/11000022934
Feb 16, 09:44 UTC