Luno Support and Queries Thread

[SaiyanZ]

This legit?

 

[Swa]

It's a Luno email addy so why not just reply back?

 

[Lunomoney]

This legit?

View attachment 580698

Hi,

The email you received was sent by our team. We appreciate you taking the time to check if this was in fact from us.

We’ve recently launched our new African regional headquarters in Johannesburg and would love to have some customer involvement. If you would like to know more about our Johannesburg launch, please have a look at our blog post: https://www.luno.com/blog/en/post/its-time-for-africa

We want to get to know our customers better and let them be a part of our journey of upgrading the world to a better financial system #tothemoon

If you have any further questions about this, please don't hesitate to reply to the email and our team will gladly assist.

 

[Swa]

Anybody seen the new option to only place a limit order? It's not sticky though so you have to set it every time.

 

[awies]

Hi


My account its blocked due to too many attempt to login now I can but still it shows that your account its blocked u can't make any transaction .please its been months trying

 

[Lunomoney]

Hi


My account its blocked due to too many attempt to login now I can but still it shows that your account its blocked u can't make any transaction .please its been months trying

We're sorry to hear so and we'd be happy to help resolve your query.

We suggest contacting our support team directly. You can submit a ticket here: https://www.luno.com/help/tickets/new.

If you have already submitted a ticket, kindly respond to this message with your ticket number. Thanks for your understanding.

 

[Nimz]

@Lunomoney I changed phones and my authenticator app cannot provide the 2FA pin needed to login
I logged a support ticket (628611) on the 1-04-2019

Up till today I haven't received any feedback

Please can you assist

Regards

Nimz

 

[Nimz]

Is there any other way to contact these muppets?

 

[Iamnotageek]

I also want to be asked to come in. You guys must just fetch me and drop me off at home again because my mom can't take me in the week.

 

[Lunomoney]

Is there any other way to contact these muppets?

Hi Nimz,

We're sorry to hear about your experience.

Our team has looked into your request and responded accordingly. If there's anything else we can assist with, please let us know.

 

[ichocolate]

Hello everybody,
I am a little unsure here as it is my first trade and i may not be able to speak trade language so bear with me:
I have put in a buy order by clicking on the green area and then i put in my own btc @ zar rate plus or minus 1 or 2 rand.
Then I waited and i saw the "asterix" symbol by my order.
I waited for maybe 1 hour and eventually it was bought ( a portion - so example 0.8 btc and not 0.96 btc)...(see below) But for some reason , it looks like only a part of my order was bought so now i have a reserve amount not sure what that means.... SO if i go to the buy and sell list again i see a smaller portion of my original buy request, and it has been there for ages now, like maybe 24 hours and nothing has hapened.
So i assume i have lost a position here in the bitcoin pricing for the 24 hours that have passed by?
How do i release this order now?
If i say STOP under my orders....it shows me the confirm screen BUT it is showing me the entire order do i dot understand? Maybe i m reading it wrong?
I assume the FILL part means something and ONLY the remainder buy trade which was not satisfied gets released.
My portion which WAS successfully bought will remain in position , surely?

 

[Swa]

Yes I assume you put in an order like buy 1.0 BTC but somebody only wanted to sell 0.8 so 0.2 remain. The price then moved up and your order moved to the bottom of the list. Stopping it cancels the whole order and you get back the money that you put on the other 0.2 BTC but keep the 0.8 that was sold. Same with sell orders but in the other direction.

 

[ichocolate]

Stopping it cancels the whole order and you get back the money that you put on the other 0.2 BTC but keep the 0.8 that was sold.

Not hundred precent understanding this.
The whole order? so the .2 surely , it doesnt make sense if it were to cancel the .8 , unless i would like to make a new order to sell my position, surely.
Its just the warning prompt doesnt completely make sense because it doesmt mention the exact remainig portin which was not sold for my original buy order

Im not understanding this, but it should be simple.
My whole BUY order was not satisfied and only a portion was bought.
The remainder portion still sits in a unactioned status and so surely i can free that order only and NOT lose the position i have already with my initial partly completed BUY order.

Its just that the wording is strange since it is showing me the entire order of 0.9.
ELSE in the bottom the word that says FILL stands strong and clearly indicated that thsis is the part of the BUY Order that have been fulfilled so therefor it is unaffected?
I need clarity

 

[Swa]

Yes the prompt states your whole order. So according to this you have 0.764124 which you can transfer or sell again. So cancelling it you keep the 0.764124 as orders can't be reversed and you get back 17,189 that you put up as a deposit.

You're very far off and anything can happen so in these situations I always cancel as the price can fall right through and you could just miss it or you might get a better price. Just cancel and see the effect then you could put a smaller order back up if you want.

And remember to tick the "Post-only order" box if you don't want to accidentally buy or sell.

 

[ichocolate]

Yes the prompt states your whole order. So according to this you have 0.764124 which you can transfer or sell again. So cancelling it you keep the 0.764124 as orders can't be reversed and you get back 17,189 that you put up as a deposit.

You're very far off and anything can happen so in these situations I always cancel as the price can fall right through and you could just miss it or you might get a better price. Just cancel and see the effect then you could put a smaller order back up if you want.

And remember to tick the "Post-only order" box if you don't want to accidentally buy or sell.

Man i am still not following , but close.

I am just trying to understand this, i dont know what u mean i am far off?
If i understand, then yes 95.286 will never be hit again for ages so i dont car about it now.
It wss the price i wanted to buy at , at the time IT WAS THAT , which is where the 0.7 odd of my 0.9 was taken and not the 0.2.
So the 0.2 btc is the outstaning which is the odd R17k

release or free this from the order yes.

I am concerned about my 0.7 which is already been fulfilled as part of the 0.9 buy order.
I need to understand is if that stays as part of my CURRENT position i am in now.... cause surely it cant be pulled out , its not like i am making a sell order.

So i.e. this message , is weirdly displayed to my liking, because its very conflicting .... if i press cancel/stop , it does what exactly?
It should free up the outstanding partial 0.2 btc (17 odd thousand rand ) buy order , and thats it.





Its just that it says 0.9 so i dont understand it, because 0.7 was already bought and is in my current position now and i would like it to stay there of course. Note in the image it does indeed say FILL and under that it shows 0.7 , so does it mean it excludes what is already FILLed? like fulfilled,.... so therefore, does it only free the remainder 0.2?

Actually on the phone app it displayed it complete differently to the desktop which sucks actually.

Apparently these partial buy/sells always occur if u do customized numbers .
On the phone if i go to exchange:
it shows
ZAR 17.189 reserved BTC 0.00
Price amount fill

pending
BID 95.286 0.944 0.764124

If i touch the line then it shows me:





I am really confused here, this is irritating me.

BUT I can confirm that 70 odd ZAR of BTC was added to my existing balance (because i see it).
And the remainder 17k ZAR is not there , meaning it is the partial part of my buy order which was not fulfilled.
I want to free/release that 17k ZAR odd amount and place a new buy order.

Its just because this is my first time and the message says order of 0.944 (and it shows the whole thing, given the fact there are things in there i dont understand like the FILL part and the fact that the phone app and the browser shows the messages somewhat differently)

 

[Swa]

What I mean by far off is your buy price was way below the current price. It's closing in though.

If you want to see how it works just cancel the order. It can't affect what's already in your wallet.

With Luno you aren't in positions though. You either own fiat currency or Bitcoin. It's not like exchanges where an order remains open after executing and you have to buy or sell again to close it.

 

[ichocolate]

1. What I mean by far off is your buy price was way below the current price. It's closing in though.

2. If you want to see how it works just cancel the order. It can't affect what's already in your wallet.

3. With Luno you aren't in positions though. You either own fiat currency or Bitcoin. It's not like exchanges where an order remains open after executing and you have to buy or sell again to close it.

Thank you for replying again:

1. At the time i placed the buy order it might have 1 Rand off from the current price, i was told to change my rate to be off 1 rand rand from the best sell price on the order book to avoid fees.
Which is another thing i need to learn or understand because i dont know why only partial my order was taken and then the remainder left in open/pending state.
Is there something you can recommend I do instead, like rather choose what is on the book and just pay the fee, but does this mean the entire buy/sell will always be fulfilled?
OR
Do i do buys and sell in small quantities.... but then again i see guys here trading serious tom like 12 and 30 bitcoins.
What do you recommend ?

2. i will just cancel that order, unless i wait like u said maybe it goes from where we are now 104.000 to 95.000 BUT i cant see it happening that far ... but then again i am not the expert like u.
(Okay, what if i leave my pending / reserved /open 17k there at 95.286 and the current btc price passes below that by 1 or 2 rand , then would my order be bought ?

3. Okay yeh i get what u mean, there is positioning with LUNO cool i didnt really understand or see it like this.
So it is RAND or BTC... i will remember this. I get what u mean because i remember one time i asked a broker to trade USD/ZAR pair for me and it is basically a contract you buy and it gets traded? so i neither have RAND or DOLLAR , its just a position ....which is open....and everyday i would get an e-mail saying what it is... and then i decided to close my position i would get an e-mail the next day showing is i was - or + .

i hope i got 2 and 3 .... please let me know about 1.

 

[Swa]

1. Well that is correct. My guess is you put your order in to where the price had dropped or it was going up. It was pretty wild yesterday and it just kept climbing so your order only got partially filled before it climbed again. In that case you have to keep cancelling and putting in orders higher up or wait for it to come back down, whichever it may be.
If you want to trade 10 BTC though then Luno isn't the place for you as you're going to struggle with partially completed orders and just help to keep the price illiquid.

2. That's what would happen. And I can easily see it happening tonight still if there's a big drop. In that case it would most likely go way past your R95,286 which is why I say cancel it so you can get a better price in real time. You can always place another order if it's going nowhere. Erm... nobody here is an expert. LOL.

3. Yes with most brokers and some exchanges like Bitmex you enter into a contract to buy and then have to sell again at some point but can't take what you bought and only your profit after closing an order.

 

[Swa]

In hindsight if you're trading you would have made a killing if you sold at R112k again.

 

[ichocolate]

1. Well that is correct. My guess is you put your order in to where the price had dropped or it was going up. It was pretty wild yesterday and it just kept climbing so your order only got partially filled before it climbed again. In that case you have to keep cancelling and putting in orders higher up or wait for it to come back down, whichever it may be.
If you want to trade 10 BTC though then Luno isn't the place for you as you're going to struggle with partially completed orders and just help to keep the price illiquid.

2. That's what would happen. And I can easily see it happening tonight still if there's a big drop. In that case it would most likely go way past your R95,286 which is why I say cancel it so you can get a better price in real time. You can always place another order if it's going nowhere. Erm... nobody here is an expert. LOL.

3. Yes with most brokers and some exchanges like Bitmex you enter into a contract to buy and then have to sell again at some point but can't take what you bought and only your profit after closing an order.

1. I chose a number between on of those top light greens yesterday.
Wait, so i am interested in this but i am also tired now to talk about this lol - I hate the typing
But are you suggesting the best price between red and green is obviously the margin and that could be 1 rand
, but is it a number there ....so the topmost green number is lways the one to "rather " use.... if it was a climbing scenario...
2. I could possibly try that yes buy if it reaches 7k else if it is still coming down then buy at about 6500 whatever odd.
i follow dollar mainly, and im not in SA now so my currency defaults to not ZAR so its a mission to refresh and keep changing the drop down.