Luno Support and Queries Thread

Lunomoney said:
Done.
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Nice to know you treat all customers the same. Been waiting almost two weeks for verification of proof of residence and your “third party data provider” seems to think my wife’s surname changed despite her sending Luno her APOSTILLED unabridged marriage certificate showing no change in surname.
 
Hi Luno

Is there a chance you are going to raise the 5(R40k) Ether traded in 24 hours, else it has to be released within those specified times. This is very low and stops the ether transfers. The BTC limit is 10 which seems reasonable (R2.5mil worth).

Why is it that the Ether is so low? Now when i transfer out 10 Ether after work i have to wait til the next morning for it to be processed.
 
Lunomoney said:
I'm aware of the ticket, I'll respond to you soon.
I last updated it 7 days ago.
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Whaha, So I get the stock standard Luno copy and paste reply after a month of waiting. All about how their system works and they don't set the price blah,blah. Completely missing the point of my query. To any interested, this was my reply:

"So after a month of waiting, I get a stock standard copy and paste reply that has nothing to do with my query? I FULLY UNDERSTAND HOW YOUR SYSTEM WORKS. I HAVE BEEN TRADING WITH YOU SINCE YOU WERE BITX. Your app had a glitch which cost me 0.7 ETH in fees. I accepted your FINAL PRICE entered my pin immediately and rates where changed after the fact. I'm tired of repeating myself and am tired of your useless customer support. If you are unwilling to refund your customers due to ERRORS ON YOUR SYSTEM I suppose there is not much to be done. I feel robbed."

Will never do another trade on Luno again. Very sad and unhappy. Such is life.
 
Recent trades feed on website breaking/freezing often
 
quovadis said:
Nice to know you treat all customers the same. Been waiting almost two weeks for verification of proof of residence and your “third party data provider” seems to think my wife’s surname changed despite her sending Luno her APOSTILLED unabridged marriage certificate showing no change in surname.
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Sorry to hear about the frustrations, our third party lookups are done directly with Home Affairs.
Either way, you're welcome to PM the details so I can look into it.
 
4cer said:
Hi Luno

Is there a chance you are going to raise the 5(R40k) Ether traded in 24 hours, else it has to be released within those specified times. This is very low and stops the ether transfers. The BTC limit is 10 which seems reasonable (R2.5mil worth).

Why is it that the Ether is so low? Now when i transfer out 10 Ether after work i have to wait til the next morning for it to be processed.
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This limit is for on-chain transactions, not trades.
Exceeding 5 ETH per 24 hours means it's done manually. I'll chat to our team to see if we'll consider increasing this limit.

EDIT: Seems like our Help Centre articles are a bit out of date, the current limit is actually 20 ETH. We're updating the articles :) 20 ETH seems reasonable to me, are you looking for a higher amount?
 
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sjm said:
Thanks. Please do the same for 301588, have hit the level 2 limits. Submitted documentation the moment I was upgraded to level 2
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Done :)
We're working on improving queue prioritisation, so when you reach 80% of your level limit and you submit docs you'll be pushed further up the queue.
 
Getting VERY concerned Lunomoney! Have been waiting for two weeks to get Level 3 verified. A friend of mine sent his proof of residence on Friday and got verified this morning...

PLEASE can you look at my ticket: 283259

I have reached my limit on 1 December already! I thought I would be prioritized???

I think we need to get the media involved here. Something is not rite!
 
Unable to even get level 1 verification? I've been forced to do transactions on my wifes account, and hoping I can transfer my Ether/Bitcoin to my account once done.

Please look at ticket: 291110

I've been waiting a week for verification from signup to level 1....
 
Wernervr said:
Getting VERY concerned Lunomoney! Have been waiting for two weeks to get Level 3 verified. A friend of mine sent his proof of residence on Friday and got verified this morning...

PLEASE can you look at my ticket: 283259

I have reached my limit on 1 December already! I thought I would be prioritized???

I think we need to get the media involved here. Something is not rite!
Click to expand...

Sorry about the delays, I'll have your account verified shortly.
 
musha said:
Unable to even get level 1 verification? I've been forced to do transactions on my wifes account, and hoping I can transfer my Ether/Bitcoin to my account once done.

Please look at ticket: 291110

I've been waiting a week for verification from signup to level 1....
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Looks like you've entered your name incorrectly when signing up.
I've manually verified your account.
 
Hmm, I might have used my "normal name" instead of actual birth names....

Thanks a ton, sir :) Great service
 
Hi, I'm just wondering, ETH is going at $669 currently and according to Luno it's worth R10711, which is $784.25 per ETH. Is that right? If I sell ETH now, I get paid @R10711?
 
Please look into #303742

Deposits made but not reflecting in Luno.
 
Yes, but why would 2 separate accounts, verified on the same day, with deposits from the same bank account not reflect at the same time?
 
envo said:
Hi, I'm just wondering, ETH is going at $669 currently and according to Luno it's worth R10711, which is $784.25 per ETH. Is that right? If I sell ETH now, I get paid @R10711?
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Based on no ETH/ZAR exchange I can only assume there is some calculation being made which is tied to the ETH/BTC exchange. With that said a coin value is normally stated as the mean price between last ask and first bid of the order book.

If you are doing instant sell, it will sell at the closest ask. If the ask is enough the order will complete but if not it will keep going down the order book until the order is complete. Long story short, don't go on the price you are shown as it's only an indication. This is why people are being burnt on the instant buy/sell.
 
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