Luno Support and Queries Thread

@the_mowgs The problem is I can't login through the website, because I can never reach the place where it asks me for the 2FA code, before that page comes up, it shows "your account has been locked due to too many failed attempts". I have corresponded with luno and sent ticket hopefully this can be resolved. I will also try again in an hour, then it will be 24 hours since it was first locked. Quite frustrating because I cant buy or sell :(
 
@luno, please fix balance updates, this waiting around for 20-30min is not acceptable. orderbook and balances, everything else can wait
 
It will take your money instantly, but wont give you your bitcoin for 30 minutes.
 
40min now, still no balance update

Update: :whistle:

Fark me, over an hour, still no btc balance update

Update: just came through... 75min or so between trades, yeah, thats going to work out great for me:rolleyes:
 
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Please see our latest status page update - https://luno.statuspage.io/

We are still experiencing extreme market volatility. Along with these surges, our systems periodically become overloaded and customers may experience ongoing degraded performance. We are aware of transaction delays: transactions and balances taking longer than normal to update. These will complete and update as expected within a short period of time. Your funds are safe.
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We're working on this as a priority. Really sorry about the general performance degradation on our end over the last two days.
 
I could have made 10% over the last two days. SHUT IT DOWN and fix the issues. That's what a reputable exchange like the JSE does. Also if my server provider were to have anything less than 99.9% uptime they'd refund me for the full month. Luno can at least refund the fees they charged during this week's outages.
 
Swa said:
I could have made 10% over the last two days. SHUT IT DOWN and fix the issues. That's what a reputable exchange like the JSE does. Also if my server provider were to have anything less than 99.9% uptime they'd refund me for the full month. Luno can at least refund the fees they charged during this week's outages.
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Yep, and they talk about our "funds being safe". It's got nothing to do with that.

The issue is making trading decisions based on the market conditions and not knowing if there is going to be a delay with transactions and balance updates which will screw us over. Essentially trading blindly. Today I just sat it out because trading with these delays is like shooting in the dark.

We need a new thread called "Is Luno lagging and how long is the delay?" If people can post there every time Luno goes to ****, we can save a lot of people from being burned.
 
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Swa said:
I could have made 10% over the last two days. SHUT IT DOWN and fix the issues. That's what a reputable exchange like the JSE does. Also if my server provider were to have anything less than 99.9% uptime they'd refund me for the full month. Luno can at least refund the fees they charged during this week's outages.
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Not sure if you got my PM, but I've reached out to you there to get more context on the orders you're querying.
Please get back to me with a ticket ref#.

As mentioned in my previous post, I"m sincerely sorry about the degraded performance you've recently seen on our platform. We're doing our absolute best to resolve it and bring things back to normal, however the volatile market is having other ideas.

Generally all orders are final, so we cannot refund any orders/ fees. I'm afraid there are inherited risks trading during volatile times, especially in the Bitcoin world. Trading is done at your own risk, and we don't have SLA's around server performance, however we do our absolute best to ensure that we can give you the best possible experience.

Sure, you're not getting that now, and it's a pretty steep learning curve for us. But other exchanges have also been impacted by this. Bitcoin Exchanges are new, markets like the JSE, NYSE etc have had decades to build their systems.
 
Lunomoney said:
Not sure if you got my PM, but I've reached out to you there to get more context on the orders you're querying.
Please get back to me with a ticket ref#.

As mentioned in my previous post, I"m sincerely sorry about the degraded performance you've recently seen on our platform. We're doing our absolute best to resolve it and bring things back to normal, however the volatile market is having other ideas.

Generally all orders are final, so we cannot refund any orders/ fees. I'm afraid there are inherited risks trading during volatile times, especially in the Bitcoin world. Trading is done at your own risk, and we don't have SLA's around server performance, however we do our absolute best to ensure that we can give you the best possible experience.

Sure, you're not getting that now, and it's a pretty steep learning curve for us. But other exchanges have also been impacted by this. Bitcoin Exchanges are new, markets like the JSE, NYSE etc have had decades to build their systems.
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Already replied ages ago. If you can't assure safety you should shut down and not allow trading. Saying that you [-]don't want[/-] can't do anything after the fact is unacceptable. You were perfectly ready to take my funds but when things went pear shaped you wash your hands of it.

That is not acceptable and I don't buy that nothing can be done about it. If this is how a customer who traded over 100 BTC over the last few months is treated I'm cashing out of this business or going to another platform where I'm treated right.
 
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I paid over 0.01 in fees over the last two weeks from a few trades but hey when it comes to service there is none. What we've come to expect from Naspers.
 
Swa said:
Already replied ages ago. If you can't assure safety you should shut down and not allow trading. Saying that you [-]don't want[/-] can't do anything after the fact is unacceptable. You were perfectly ready to take my funds but when things went pear shaped you wash your hands of it.

That is not acceptable and I don't buy that nothing can be done about it. If this is how a customer who traded over 100 BTC over the last few months is treated and cashing out of this business or going to another platform where I'm treated right.
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I don't have a PM from you, can you re-check it please?
I'm more than happy to reach out to and chat to you about it, without context I think it's fairly fruitless doing so on a forum. It feels like you're assuming I'm not trying to help or brushing off your posts, when in fact I'm doing the polar opposite.
 
Ok seems something went pear shaped this side.

Ticket is #269649. The transactions were between 9:10 and 10:35 PM from wallet 4604700681987516909. At one point I was waiting over 30 minutes for funds to reappear yet wallet showed the funds as being pending or unavailable. Meanwhile price was going up and down while I could do nothing but was charged transaction fees nonetheless. Ended up with LESS while Luno made money.
 
Swa said:
Ok seems something went pear shaped this side.

Ticket is #269649. The transactions were between 9:10 and 10:35 PM from wallet 4604700681987516909. At one point I was waiting over 30 minutes for funds to reappear yet wallet showed the funds as being pending or unavailable. Meanwhile price was going up and down while I could do nothing but was charged transaction fees nonetheless. Ended up with LESS while Luno made money.
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Thanks, I'll take over the ticket and get back to you as soon as I can.
 
marine1 said:
Waiting 2 days for them to get my deposit. So in this time you can lose or gain. Not really very fair
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Did you include the correct ref# and make the EFT during banking hours?
If so, please PM me a ticket ref# with your proof of payment and I'll gladly track things down for you from there.
 
We are still experiencing extreme market volatility. Along with these surges, our systems periodically become overloaded and customers may experience ongoing degraded performance. We are aware of transaction delays: transactions and balances taking longer than normal to update. These will complete and update as expected within a short period of time. Your funds are safe.
Click to expand...
I agree with SaiyanZ, fund safety isn't the issue. It's losing out on trades or even money because funds are locked. I haven't seen any real reaction to what Luno is planning to do to curb this even after claiming they ungraded their systems. There's much more reliable systems out there I can make money of if these crypto exchanges can't handle the pressure even when making insane amounts of money.
 
marine1 said:
Waiting 2 days for them to get my deposit. So in this time you can lose or gain. Not really very fair
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Another thing I don't understand. Payments usually reflect by 8PM whenever I've made them yet Luno only manages to allocate them by 12 AM. Lately when I've made payments it's been well into the night by 2 or even 3 AM before I'm notified.
 
Swa said:
Another thing I don't understand. Payments usually reflect by 8PM whenever I've made them yet Luno only manages to allocate them by 12 AM. Lately when I've made payments it's been well into the night by 2 or even 3 AM before I'm notified.
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Have you submitted a proof of payment to our team for us to investigate? A lot of the time bank clearance times slow things down.
I can't seem to find a previous record of tickets on your account.
 
Lunomoney said:
Have you submitted a proof of payment to our team for us to investigate? A lot of the time bank clearance times slow things down.
I can't seem to find a previous record of tickets on your account.
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This was months ago. I don't have any more cash to "invest." I know when I've made payments from Capitec funds always become available by 8 PM. But for some reason Luno only allocates those funds the next morning. I just don't understand how an automatic system can work like that.
 
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