Luno Status

Slow Account Verification in Indonesia

Monitoring - We're still monitoring account verification times, some customers may still experience slower than normal verification times.
Apologies again for the delays and thanks for your patience.
Apr 25, 2024 - 14:09 UTC

Identified - Due to an issue with our verification partner, account verification for new customers in Indonesia may be slower than usual.

Our team are monitoring closely and will update this status page with more information as soon as it's available.

Thanks for your patience.
Apr 20, 2024 - 14:04 UTC

Scheduled platform maintenence

Update - All upgrades have been completed for this week however we will continue doing maintenance on our databases during the specified date and times:

29 April 2024
Start: 06:00 UTC
Start: 13:00 UTC

We anticipate that each batch will not exceed 90 minutes in duration.

Customers might experience degraded performance and we anticipate increased latency during these periods.

We’ll post an update once the maintenance has been completed. We apologise for any inconvenience this may cause and appreciate your patience as we work to improve our systems.
Apr 25, 2024 - 08:04 UTC

Identified - We will be conducting planned maintenance on our databases during the specified dates and times:

22 April 2024
Start: 06:00 UTC
Start: 13:00 UTC

23 April 2024
Start: 06:00 UTC
Start: 13:00 UTC

24 April 2024
Start: 06:00 UTC
Start: 13:00 UTC

25 April 2024
Start: 06:00 UTC

We anticipate that each batch will not exceed 90 minutes in duration.

Customers might experience degraded performance and we anticipate increased latency during these periods.

We’ll post an update once the maintenance has been completed. We apologise for any inconvenience this may cause and appreciate your patience as we work to improve our systems.

Thanks for your understanding.
Apr 19, 2024 - 12:00 UTC

Withdrawals to certain banks unavailable in Nigeria

Monitoring - Withdrawals to affected banks are being processed as normal, we're monitoring for any further anomalies.
Apr 24, 2024 - 06:56 UTC

Update - Unfortunately, maintenance is taking longer than expected. We're working with our payments provider to resume normal service as soon as possible. We are sorry for any inconvenience this may cause you.

Our payments provider has notified us of unscheduled maintenance on their platform, which means that withdrawals requested to the below banks will unfortunately fail. Please make use of an alternative bank account to make a withdrawal.

Alat
Carbon
E-Transact
Eyowo
Fairmoney
Jaiz Bank
Kuda
MoniePoint
Opay (PayCom)
Palmpay
Taj
VFD
Firstbank
Access
UBA
Fidelity
Apr 22, 2024 - 17:11 UTC

Update - Unfortunately maintenance is taking much longer than expected, we're working with our payments provider to see this resolved as soon as possible.
Apr 19, 2024 - 09:07 UTC

Identified - Our payments provider has notified us of emergency maintenance on their platform, this means that withdrawals requested to the below banks will unfortunately fail. Please make use of an alternative bank account to withdrawal.

Alat
Carbon
E-Transact
Eyowo
Fairmoney
Jaiz Bank
Kuda
MoniePoint
Opay (PayCom)
Palmpay
Taj
VFD
Apr 16, 2024 - 11:41 UTC

Intermittent connectivity issues in Nigeria

Monitoring - We’re aware that some customers may still experience connectivity issues when trying to access Luno. We're working hard to resolve these issues, which appear to be isolated to customers using a small number of providersPlease be assured that all customer funds are safe. We apologise for the inconvenience caused.
Apr 11, 2024 - 07:52 UTC

Identified - We are aware that a small number of customers are having intermittent connectivity issues. We are currently investigating the cause of these issues, but they appear to be isolated and we would like to reassure you that Luno is operating as normal.
Feb 23, 2024 - 14:35 UTC

System Metrics Month Week Day

API uptime

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API response time

Fetching

Luno.com uptime

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Past Incidents

Apr 27, 2024

No incidents reported today.

Apr 26, 2024

Bitcoin network high transaction fees

Resolved - Network congestion has cleared and Bitcoin transaction fees have returned to normal.
Apr 26, 11:24 UTC

Update - Bitcoin transaction fees have come down significantly but remain much higher than normal.

Fees may be volatile over the next few days, we show the transaction fee before proceeding with an on-chain send. Please be sure to check it before sending BTC.

We're continuing to monitor.
Apr 23, 08:52 UTC

Identified - With the recent halving, we are seeing high transaction fees on the Bitcoin network.

High transaction fees on the Bitcoin network may result in longer confirmation times for transactions and increased costs for sending Bitcoin. Customers may experience delays in their transactions.

We are closely monitoring the situation and will provide updates as needed. For real-time information on Bitcoin transaction fees and network congestion you can refer to blockchain explorers.
Apr 20, 05:50 UTC

Apr 25, 2024

Planned maintenance by our payment provider in Nigeria

Completed - The scheduled maintenance has been completed.
Apr 25, 22:00 UTC

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 25, 21:00 UTC

Scheduled - Please be advised that our third-party payment provider will be conducting planned maintenance that may impact the voucher system.

Withdrawals and deposits may be delayed during the following time:
Thursday, 25 April 2024 10:00 p.m. - 10.30 p.m. (GMT+1)

Our payment provider will try to expedite the maintenance to reduce downtime as much as possible. We are truly sorry for the inconvenience.

We will post an update once the maintenance has been completed.

Thanks for your understanding.
Apr 25, 17:14 UTC

Slow bitcoin sends

Resolved - Bitcoin send transactions have returned to normal.
Apr 25, 19:38 UTC

Monitoring - The backlog has cleared completely, we're continuing to monitor transactions for any anomalies.
Apr 25, 18:53 UTC

Identified - We've identified a small backlog of transactions that are being processed slower than normal. This may affect some customers sending bitcoin from their wallets, our team is investigating.
Apr 25, 18:13 UTC

Delayed withdrawals

Resolved - The issue affecting delayed withdrawals has been resolved.

We apologise for any inconvenience caused.
Apr 25, 13:43 UTC

Monitoring - Withdrawals are now being processed as normal. We will continue to monitor for any further issues.
Apr 25, 12:25 UTC

Identified - The issue has been identified. Some customers may still see delayed bank withdrawals. We are continuing to work on this as a priority.
Apr 25, 10:46 UTC

Investigating - We are currently investigating an issue which may be causing temporary delays with bank withdrawals.

We’re working on resolving this as a matter of priority.
Apr 25, 09:19 UTC

Delayed withdrawals in Malaysia

Resolved - The issue affecting delayed withdrawals has been resolved.

We apologise for any inconvenience caused.
Apr 25, 13:42 UTC

Monitoring - Withdrawals are now being processed as normal. We will continue to monitor for any further issues.
Apr 25, 12:26 UTC

Apr 24, 2024

Unresolved incident: Withdrawals to certain banks unavailable in Nigeria.

Apr 23, 2024

Bank account linking and deposits unavailable via Stitch in South Africa

Resolved - The issue preventing South African customers from linking bank accounts and making deposits via Stitch has been resolved. Thank you for your patience.
Apr 23, 13:08 UTC

Monitoring - Our team has implemented a fix, and customers can now link new bank accounts to their Luno accounts and deposit funds via Stitch without any issues. Thank you for your patience.
Apr 23, 11:41 UTC

Identified - The issue has been identified and a fix is being implemented.
Apr 23, 11:13 UTC

Update - We are continuing to investigate this issue.
Apr 23, 11:01 UTC

Investigating - We are currently investigating an issue that is preventing South African customers from linking new bank accounts to their Luno accounts. Additionally, deposits via Stitch are also unavailable. We will provide updates shortly.
Apr 23, 10:58 UTC

Apr 22, 2024

Apr 21, 2024

No incidents reported.

Apr 20, 2024

Apr 19, 2024

Public Holiday Reminder - Withdrawal Requests will take longer than usual in Indonesia

Resolved - Withdrawals are now being processed as scheduled. Thank you
Apr 19, 08:57 UTC

Investigating - Penarikan dana selama libur dan cuti bersama Idulfitri

Selama libur dan cuti bersama Idulfitri pada tanggal 6 - 15 April 2024, penarikan dana berikut akan diproses 24/7 seperti biasa dengan limit berikut:
- Penarikan ke bank BCA, BNI, Mandiri, BRI, Danamon, Permata & CIMB di bawah 10 miliar rupiah
- Penarikan ke bank lainnya di bawah 250 juta rupiah

Jika jumlah penarikan dana Anda lebih besar dari limit di atas, pisahkan penarikan ke dalam jumlah yang lebih kecil untuk beberapa kali penarikan. Proses penarikan dana akan kembali berjalan normal pada 16 April 2024.

Perlu diperhatikan bahwa proses deposit tidak terpengaruh oleh libur dan cuti bersama Idulfitri.

--

Withdrawal schedule on public holiday in Indonesia

During the public holiday on 6 - 15 April 2024, these withdrawals will be processed as usual 24/7:
- Withdrawal to BCA, BNI, Mandiri, BRI, Danamon, Permata & CIMB under 10 billion rupiah
- Withdrawal to other banks under 250 million rupiah

If the withdrawal amount is greater than the limit above, please separate it into multiple transactions with smaller amounts. The withdrawal process will be back to normal on 16 April 2024.

Please note that deposits will be unaffected.
Apr 4, 07:09 UTC

Apr 18, 2024

No incidents reported.

Apr 17, 2024

Intermittent issues with FPX deposit completion screen in Malaysia

Resolved - This issue has been resolved and the deposit confirmation screens are working as expected.
Apr 17, 09:26 UTC

Identified - We've identified an issue with our deposit confirmation screen after completing a deposit via FPX.

Despite successful deposits, some users may encounter an error message after completion.

We are working to resolve this as soon as possible and will provide further updates as soon as they become available.
Apr 9, 09:25 UTC

Apr 16, 2024

Scheduled maintenance on Exchange and API

Resolved - Confirming that maintenance has completed smoothly, thanks again for your patience.
Apr 16, 11:30 UTC

Monitoring - Maintenance is complete, we're monitoring for any potential issues.
Apr 16, 11:13 UTC

Identified - We’ll be undergoing scheduled maintenance on our Exchange between 10:30 and 11:30 UTC today, 16 April 2024.

During this time the Exchange as well as our API may see reduced performance and increased latency.
Apr 16, 09:30 UTC

Apr 15, 2024

careers.luno.com is unavailable

Resolved - We aren't seeing further issues, thanks again for your patience.
Apr 15, 09:18 UTC

Monitoring - Our Careers site is back up, we're monitoring for any potential further issues.
Thanks for your patience.
Apr 15, 08:23 UTC

Identified - We're aware of some issues affecting the Careers page, our team is on top of it and working to resolve the issue as quickly as possible.
Apr 15, 07:06 UTC

Delayed withdrawals in Malaysia

Resolved - Withdrawals are being processed as normal, if you do see a withdrawal process slower than usual please reach out to our team.
Apr 15, 07:48 UTC

Identified - We're seeing slower than normal MYR withdrawals in Malaysia.
Updates to follow.
Apr 15, 04:35 UTC

Apr 14, 2024

No incidents reported.

Apr 13, 2024

No incidents reported.