Luno Support and Queries Thread

IOPS said:
Of course you can stop a partially filled order, you can't reverse a partially filled trade within that order.
Don't see how this is Luno's issue? This is basic trading.
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They should state it clearly and not come with inaccuracies. How is stating you can't stop a partially filled order not Luno's issue? It speaks volumes about their support.
 
Swa said:
They should state it clearly and not come with inaccuracies. How is stating you can't stop a partially filled order not Luno's issue? It speaks volumes about their support.
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Sure, maybe someone made an error there.
The fact that you're contacting Support about trading should have larger concerns for you. If you don't understand trading then don't look for someone else to blame.
 
Swa said:
They should state it clearly and not come with inaccuracies. How is stating you can't stop a partially filled order not Luno's issue? It speaks volumes about their support.
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@ichocolate

We're sorry to hear about your experience and hope to ensure we clear up any confusion here.

We'd like to take a closer look in order to advise you further. Were you issued a ticket number? If this is the case, please forward the number here and we'll look into your request further.

In terms of answering your question here, @IOPS is correct in saying you can cancel a partially filled order. The amount that had been successfully filled will, of course, remain as a completed order but anything cancelled before the order is filled will be returned to your wallet.

We hope this clears up your question. If not please let us know.
 
eg2505 said:
Ive set up hundreds of alerts, and NONE of them are working,
@Lunomoney, is there some issue on your end?
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We're sorry to hear they aren't working.

Again we'll need to gather a bit more information about the issue before we can assist. Could you please submit a ticket explaining what you've encountered?

https://www.luno.com/help/tickets/new

You can post your ticket here number here afterwards and we'll look into it directly from there.
 
Lunomoney said:
We're sorry to hear they aren't working.

Again we'll need to gather a bit more information about the issue before we can assist. Could you please submit a ticket explaining what you've encountered?

https://www.luno.com/help/tickets/new

You can post your ticket here number here afterwards and we'll look into it directly from there.
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call number 677077
 
IOPS said:
Of course you can stop a partially filled order, you can't reverse a partially filled trade within that order.
Don't see how this is Luno's issue? This is basic trading.
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This is what i was confirming with the platform supporters themselves. To make as much sense as i could.

IOPS said:
You do realise that the many trades make up the order? Placing an order will always stay the same, regardless of how many trades have filled the order.

Check the trades tab to see how much of it has been filled, or place better orders.
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This is what i understood by reading the screen, the "fill" was never detailed to me, i actually went the extra mile today and made a call to SA at Investec Bank to speak to a trader i know and he explained it to me better.
Luno didnt do this at all except send me stencil replies. Im sorry this is what i experienced.
At least Swa here was helpful enough to assist me and a couple of other commenters here, and then your last last input so i appreciate the collective efforts.
I went ahead and "Stop"ed the order with a 55% understanding at the time, but i trusted Swa's opinion at the time which lead to me doing so.

For me the order is the container yes, and all i needed confirmation from Luno was to know if the order is cancelled , it is my partial trade OPEN not met which will get closed They never explained this except tell me i cant close or cancel a trade.
If they ever understood my question , they could have explained to me the process in few simple steps.
It could have been 3-4 points and thats it.
They could have also come back to my logged ticket quicker than my chat request , or at least tie two the together and then assist me. Dont send me a please note reply but rather dumb it down and explain it, that;s it.
I have/had the scenario , so they can/could surely explain it.
 
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@ichocolate

We're sincerely sorry to hear this feedback and our goal is to ensure you have a great experience using our product. We truly care about our customers and wish you provide you with a world class service.

As mentioned we'd like to take a further look into your interaction with our support team, in order to close any knowledge gap our agents may have had. If possible, please submit a ticket here:

https://www.luno.com/help/tickets/new

You can share the ticket number with us here and we'll ensure the necessary improvements are made.

We want you to feel that you can approach our team with any question, at any point without hesitation. Should you see an article or feature that is not 100% clear or causing some confusion, please don't hesitate to let us know.

All the best,
The Luno Team
 
IOPS said:
Sure, maybe someone made an error there.
The fact that you're contacting Support about trading should have larger concerns for you. If you don't understand trading then don't look for someone else to blame.
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Honestly I don't see an excuse for such an incorrect answer. There's no way to misinterpret "you will not be able to stop any partially filled orders" no matter the level of knowledge of a trader and they're supposed to be able to help anybody. If it's a standard copypasta response there's an even bigger problem.
 
Swa said:
Honestly I don't see an excuse for such an incorrect answer. There's no way to misinterpret "you will not be able to stop any partially filled orders" no matter the level of knowledge of a trader and they're supposed to be able to help anybody. If it's a standard copypasta response there's an even bigger problem.
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If you're that unhappy maybe you should trade somewhere else?
People give wrong answers all the time. Just because Luno said something different doesn't mean you should just blindly follow what they say.

Do your own research dude.
 
Lunomoney said:
Our team has responded, please let us know if you encounter any further issues from here onwards.
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typical copy and paste answer without checking anything for me, not impressed at all.
didn't even examine what Im saying, seems support isnt what its used to be when luno started out.

I have alerts, they aren't tripping, simple, I provided you my version of luno app, provided you my android model and version of android,
should be enough for you to do some digging as to why they aren't notifying me, instead of using a copy and paste answer that does not answer my concern.
 
eg2505 said:
typical copy and paste answer without checking anything for me, not impressed at all.
didn't even examine what Im saying, seems support isnt what its used to be when luno started out.

I have alerts, they aren't tripping, simple, I provided you my version of luno app, provided you my android model and version of android,
should be enough for you to do some digging as to why they aren't notifying me, instead of using a copy and paste answer that does not answer my concern.
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Price alerts work for me.
 
Is the Luno apo down?

I got very fast fiber, but the Luno app is not loading. All other sites, updates, etc are in order.
 
Deleted the all and reinstalled. But when trying to login, it says there is a Network error.
 
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