Luno Status

Delayed user balance updates on Streaming API

Investigating - We are currently investigating an issue with our exchange API user stream which is currently degraded and delayed.

This should only affect people streaming from our Jakarta instance.

Our engineers are working on this with priority and we will provide updates shortly.
Oct 01, 2022 - 05:23 UTC

Planned maintenance on FPX instant deposit system in Malaysia

Identified - Please be advised that our banking partner will be conducting planned maintenance on the FPX instant deposit system.
You may not be able to make FPX instant deposits during this maintenance downtime.

Appreciate if you could plan and make deposits before/after the following times:
Saturday, 1 October 2022 12.00 a.m. to 4.00 a.m.

Our banking partner 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.
Sep 30, 2022 - 07:26 UTC

Unable to redeem promo codes in Indonesia

Identified - Pelanggan kami di Indonesia tidak dapat menggunakan kode promo. Saat ini, kami sedang berupaya untuk memperbaikinya. Info terbaru terkait perbaikan ini akan kami informasikan di halaman ini. Kami mohon maaf atas ketidaknyamanan ini.

Indonesian customers may not be able to redeem promo codes. We are currently working on this issue. Updates will be provided as soon as we have made progress.
We apologise for the inconvenience caused.
Sep 29, 2022 - 08:44 UTC

Delayed account verification in Indonesia

Update - We are still experiencing delays in onboarding and account verification. We will provide another update as soon as we have more information.
Aug 12, 2022 - 09:42 UTC

Update - We are still experiencing a delay causing slow onboarding times for new customers. We don't expect this to be fixed over the weekend and we'll continue working with our provider next week. Customers who have been verified are not affected. We will provide an update as soon as we have more information.
Aug 05, 2022 - 14:26 UTC

Update - We're continuing to work closely with the third party affecting our slow onboarding times for new customers, we're sincerely sorry about the delays. Customers who have already been verified are not affected, however new customers signing up and need to submit documents to be onboarded will see some delays.
Aug 04, 2022 - 19:08 UTC

Update - We are currently unable to process verification requests received from July 28, 2022, due to ongoing system maintenance with the provider we use for verifications. We will provide another update once we start processing account verification again and we apologise for the inconvenience caused.
Aug 01, 2022 - 08:36 UTC

Identified - We are still working with our service provider to ensure that all delayed verification requests are processed as soon as we have managed to resolve the issue. Updates will be provided as soon as we have made progress
Jul 28, 2022 - 13:34 UTC

Investigating - We are experiencing delays with account verification for customers in Indonesia. We are working with our service provider to rectify the issue.

We apologize for any inconvenience and will provide an update as soon as possible.
Jul 28, 2022 - 07:13 UTC

System Metrics Month Week Day

API uptime

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API response time

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Luno.com uptime

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Past Incidents

Oct 2, 2022

No incidents reported today.

Oct 1, 2022

Error for market orders Indonesia

Resolved - The issue affecting market orders has been resolved and no further issues have been reported.
Oct 1, 13:36 UTC

Monitoring - The issue causing difficulty placing market orders has been resolved.

We will continue to monitor for any further issues.

Thank you for your patience in this regard.
Oct 1, 12:25 UTC

Investigating - We are currently experiencing an issue where some customers are expiring some difficulty placing Market orders and may receive an error message saying "account has insufficient funds".

We are looking into this as a matter of priority and will provide an update as soon as one is available.
Oct 1, 11:11 UTC

Trades unavailable for multiple pairs in Singapore

Resolved - The issue affecting trades for multiple pairs has been resolved.

We will continue to monitor for any further issues.

We apologise for any inconvenience caused.
Oct 1, 00:51 UTC

Investigating - We are currently investigating an issue that is affecting trades for multiple pairs in Singapore

We are looking into this as a matter of priority and will provide an update as soon as one is available.
Oct 1, 00:26 UTC

Sep 30, 2022

Delayed crypto sends for some customer

Resolved - This issue causing delayed crypto sends for some customers has been resolved. Any crypto sends that were stuck or pending have been processed.
We will continue to monitor for any further issues.

We appreciate your patience in this regard.
Sep 30, 10:33 UTC

Investigating - We are currently investigating an issue that may be causing delayed crypto sends for some customers.

We are looking into this as a matter of priority and we will provide an update as soon as we have more information.
Sep 29, 23:54 UTC

Delayed ADA Sends for some customers

Resolved - This has been resolved and all sends are being processed as normal.

We apologise for any inconvenience caused.
Sep 30, 08:35 UTC

Investigating - We are currently investigating an issue causing delayed ADA sends for a small number of customers.

We are working on a fix as a priority.
Sep 27, 09:52 UTC

Sep 29, 2022

Issue with connecting to our support team via Toshi in United Kingdom

Resolved - This has been resolved and chats are going through as normal.

We thank you for your patience.
Sep 29, 15:50 UTC

Identified - We're currently experiencing issues connecting customers to our support team via our chatbot Toshi.

We're working on a fix and hope to have it restored as soon as possible.

If you need to be connected to our support team, please reach out to us at https://www.luno.com/help/contact
Sep 29, 11:09 UTC

Issue with connecting to our support team via Toshi in South Africa

Resolved - This has been resolved and chats are going through as normal.

We thank you for your patience.
Sep 29, 15:50 UTC

Delayed account verification in Nigeria

Resolved - The issue causing delays in account verification for Nigerian customers has been resolved.

We appreciate your patience in this regard.
Sep 29, 06:27 UTC

Identified - We have identified an issue resulting in delayed account verification due to some downtime with a third-party provider.

We hope that this will be rectified soon. We will provide an update as soon as we can.

Apologies for any inconvenience
Sep 28, 17:37 UTC

Sep 28, 2022

Sep 27, 2022

Sep 26, 2022

No incidents reported.

Sep 25, 2022

Delayed deposits in Nigeria

Resolved - The issues causing deposits via vouchers in Nigeria to be delayed has been resolved.

We will continue to monitor for any further issues.

We appreciate your patience in this regard.
Sep 25, 06:45 UTC

Investigating - We are aware of an issue that is causing some customers to experience delays in deposits via vouchers in Nigeria.
Deposits via vouchers may take slightly longer to be allocated.

Withdrawals remain unaffected.

We apologise for any inconvenience.

We are looking into this and will provide an update as soon as we have more information.
Sep 24, 06:30 UTC

Sep 24, 2022

Sep 23, 2022

Delayed Bank Deposits in Australia

Resolved - This incident has been resolved.
Sep 23, 01:59 UTC

Identified - Some bank deposits in Australia may experience delays on 22nd September in light of the public holiday.

Affected deposits will resume processing on the 23rd of September.

Customers are encouraged to utilise the PayID instant deposit method during this time. More information can be found here: https://www.luno.com/help/en/articles/11000091992
Sep 21, 04:51 UTC

Sep 22, 2022

Incorrect rate display for MYR trading pairs

Resolved - This issue has been resolved.
Sep 22, 10:10 UTC

Update - This issue has been resolved.
Sep 22, 05:33 UTC

Monitoring - A fix has been implemented and accurate rates should start displaying shortly. We are continuing to monitor in the meantime
Sep 21, 23:18 UTC

Investigating - We are currently investigating an issue causing incorrect rates to be shown for the MYR trading pairs at the moment, these rates are not impacting trades and our quoting will still be based on the accurate rates.
Sep 21, 22:08 UTC

Sep 21, 2022

Limited website access

Resolved - Monitoring has been concluded and the issue has fully been fixed.
Sep 21, 09:44 UTC

Monitoring - We are still monitoring to ensure that our website is working optimally.
Sep 21, 09:32 UTC

Investigating - We experienced an intermittent issue with accessing website pages that require authentication. Rest assured, all accounts are safe and we have fixed the issue. We are still addressing any minor issues and investigating the issue further. We apologize for the inconvenience.
Sep 21, 09:08 UTC

Sep 20, 2022

Promotional code redemption issue

Resolved - Promo code and referral code redemption is now working without issues.
Sep 20, 06:16 UTC

Investigating - We are currently investigating an issue affecting referral and promotion code redemption. Our engineers are looking into it and we will provide an update shortly.
Sep 20, 05:41 UTC

Sep 19, 2022

Delayed bank withdrawal in Malaysia

Resolved - Withdrawals are now being processed as scheduled. Thank you
Sep 19, 03:01 UTC

Identified - Withdrawals in Malaysia will not be processed on 16th September due to the public holiday, unfortunately, banks do not process withdrawals over weekends or public holidays.

Requested withdrawals will be processed on 19th September 2022.

Please view our full withdrawal schedule via the link below:
https://www.luno.com/help/articles/11000022934
Sep 15, 03:06 UTC

Sep 18, 2022

Checkout Cards GBP payment method unavailable

Resolved - The issue has been resolved and all deposits made using the Checkout card method are successful.
Sep 18, 12:41 UTC

Monitoring - We are starting to notice deposits created using Checkout cards being processed. We will continue to monitor and we will confirm as soon as we start seeing a consistent and optimal performance with the deposits.
Sep 18, 09:44 UTC

Investigating - We are investigating an issue with fiat deposits with payment type Checkout Cards GBP being unavailable for our customers in the UK. We will provide updates as soon as we have identified the cause.
Sep 18, 09:34 UTC

Delayed deposits and withdrawals in Nigeria

Resolved - We can confirm that deposits and withdrawals are both processing normally. Thank you for your patience.
Sep 18, 12:36 UTC

Investigating - We are currently experiencing an issue that may be causing temporary delays with Nigerian bank deposits and withdrawals.
Sep 18, 09:56 UTC