Luno Support and Queries Thread

[Mandsnj]

Been using Luno for months, no problems. Last night i get an sms at 11-58 that says Luno - Your password has been reset. I log in quickly, and my Bitcoins had already been transferred to another account. In a panic I blocked my account. I had two factor authorisation enabled, so which password could have been changed for them to get in if i could still get in on my phone.
And what is the point of this two factor authorisation if i was not asked for the verification code?

In other words, be careful. My email wasn't hacked yet this still happened.

 

[Kloofvreter]

Been using Luno for months, no problems. Last night i get an sms at 11-58 that says Luno - Your password has been reset. I log in quickly, and my Bitcoins had already been transferred to another account. In a panic I blocked my account. I had two factor authorisation enabled, so which password could have been changed for them to get in if i could still get in on my phone.
And what is the point of this two factor authorisation if i was not asked for the verification code?

In other words, be careful. My email wasn't hacked yet this still happened.

And you are 100% sure nobody had access to your phone?

 

[Lunomoney]

Been using Luno for months, no problems. Last night i get an sms at 11-58 that says Luno - Your password has been reset. I log in quickly, and my Bitcoins had already been transferred to another account. In a panic I blocked my account. I had two factor authorisation enabled, so which password could have been changed for them to get in if i could still get in on my phone.
And what is the point of this two factor authorisation if i was not asked for the verification code?

In other words, be careful. My email wasn't hacked yet this still happened.

Really sorry to hear this has happened to you.
Please submit a ticket, ideally via the "report transaction" mail so our team can take a closer look at this.

 

[Hendrix]

Does no-one learn? stop leaving your coins on Luno (or any exchange), unless you planning to sell in the very near future.

 

[biometrics]

Does no-one learn? stop leaving your coins on Luno (or any exchange), unless you planning to sell in the very near future.

Then how do you trade?

 

[Hendrix]

Then how do you trade?

I don’t trade daily, I only move my coins to an exchange when I plan to sell. Which is rare.

I’m pretty sure most of the people losing their coins on luno are not day trading.

 

[SaiyanZ]

Completed orders are not showing on Luno. Both the app and on chrome.

 

[Krypt0n1te]

Same here. Furthermore all my pending orders are showing double.
Better need to fix this quick.

 

[Lunomoney]

Regarding your terms & conditions:



In the unlikely event that the Luno platform crashes permanently due to hacking or that the Luno team decides to cut their losses and exit the market, what will happen to the balances on our wallets?

At Luno, customer funds, both digital and local currency are fully reserved to allow the full sum to be returned to you if necessary.

You can learn about the steps we take to keep your Bitcoin secure by reading the material in the following links:

https://www.luno.com/security

https://www.luno.com/blog/post/safe-customer-bitcoin-storage

If, for any reason in future, access were to be limited to your account, advanced prior warning will be given to either withdraw or send the amount to another address of your choice. All accounts in good standing will be refunded their amount of digital currency in fiat money. If for some reason your account is locked, regular processes and procedures will be necessary to first unlock the account in question.

I hope this puts your mind at ease...

 

[Shampoo]

Good day,
My account has been disabled for over a month and despite numerous attempts at getting it reactivated, along with promises from the Luno team that it is "scheduled for reactivation", nothing has happened.

I am VERY upset about this as I have missed out on over a month of trading.
How would I go about getting contact details with someone that I may talk to regarding this issue?

Regards

 

[Lunomoney]

Good day,
My account has been disabled for over a month and despite numerous attempts at getting it reactivated, along with promises from the Luno team that it is "scheduled for reactivation", nothing has happened.

I am VERY upset about this as I have missed out on over a month of trading.
How would I go about getting contact details with someone that I may talk to regarding this issue?

Regards

Hi, what's your ticket number so that we can look into this for you?

 

[Kloofvreter]

Good day,
My account has been disabled for over a month and despite numerous attempts at getting it reactivated, along with promises from the Luno team that it is "scheduled for reactivation", nothing has happened.

I am VERY upset about this as I have missed out on over a month of trading.
How would I go about getting contact details with someone that I may talk to regarding this issue?

Regards

If it's any consolation, you haven't missed much

 

[sucked]

Why is BC price different on various platforms at the same time

 

[sucked]

When you multiply the Dollar value per BC shown on Luno with the current exchange rate one gets a vastly different Rand value than the one on Luno. Why is that?

 

[Former member 61586]

Hi, what's your ticket number so that we can look into this for you?

@Shampoo has sent you the ticket number, yet the problem is still not resolved. How about helping him resolve it today?

 

[Former member 61586]

Good day,
My account has been disabled for over a month and despite numerous attempts at getting it reactivated, along with promises from the Luno team that it is "scheduled for reactivation", nothing has happened.

I am VERY upset about this as I have missed out on over a month of trading.
How would I go about getting contact details with someone that I may talk to regarding this issue?

Regards

Can this guy get helped or not? This is the problem with businesses that do not list telephone numbers or addresses on their website. When customers are screwed over, like in the above instance, they are simply at the mercy of the ticket system with no recourse.

 

[giveITback]

Dear Lunosupport,

I'm locked out of my account. Its stuck in a 2fa loop. What's my next step? How/where do I log a ticket?

 

[sucked]

These values on Luno makes no sense to me whatsoever. Can someone explain it to me pls.


$9058 R115208 - 6am this morning - exchange rate R11.82

These 3 took from 18h00 this evening exchange rate 11.79
$9259 R114072


$9173 R113450
$9132 R113974

How does the above make sense?

 

[Former member 61586]

Hi, what's your ticket number so that we can look into this for you?

Have you helped the guy yet? According to your profile you haven't been online since the 8th.

 

[saor]

Have you helped the guy yet? According to your profile you haven't been online since the 8th.

I hope @lunomoney is back soon.
I don't want luno to be just another anonymous exchange that doesn't interact with people.
It's nice having them here.