Your Luno account
is blocked?
The most common Luno lock is not a compliance action — it is a limit that has been reached. Luno publishes which documents raise it, including what to send when the funds came from an inheritance or another exchange.
We are not employees of Luno. Independent consulting.
Your account has been temporarily restricted due to unusual activity. Withdrawal and trading functions are currently unavailable.
Triggered: Terms of Use violation
Case ID: #BNX-2847-QRST
Last updated: 2 minutes ago
cases reviewed
average first response time
supported exchanges
24h Volume
—
Jurisdiction
Singapore
Year established
2013
Select what matches your situation
A deposit or a withdrawal was refused and then everything stopped.
Account locked
You have reached the limit for your verification level.
What it means
Luno states that where an account is locked because deposit or withdrawal limits have been reached, action is needed to unlock it — the lock is the limit, not a review.
What Luno requires
The additional documents that move the account to a higher verification level.
Your first step
Look at your recent totals before assuming a compliance problem. Luno's limits are tiered by verification level and differ by country.
Can't find your case? Click 'Analyze my case' — we'll review the wording together.
Why a Luno account locks
Luno describes two kinds of lock, and they have nothing in common except the word.
You reached a deposit or withdrawal limit
Luno operates different verification levels in several of its supported countries, each with its own deposit and withdrawal limits. An account that reaches its limit is locked until documents are submitted to lift it.
You locked the account yourself
Luno sends an email with the subject line confirming it has locked the account as requested, and states in it when the lock will automatically expire. Nothing needs to be filed for this one.
Luno has asked you to verify your information
Luno sends a message headed as a request to verify your information, delivered to Notifications in the app or on the website, and asks that it be answered as soon as possible to keep the account working normally.
A source-of-funds check
As part of its KYC and AML obligations, Luno asks some customers to document how they fund their account. This is the request with the longest document list behind it.
Identity documents that cannot be read
Luno's requirement is specific: a high-quality photo or scan of a driving licence, identity card or passport, clearly showing the personal identity number, names, date of birth and a clear photo. A document missing any of those comes back.
Only one of these is a decision about you. The limit lock and the self-lock are mechanical, and the verification request is a queue rather than a judgement — but Luno does say that continued functionality of the account depends on answering it.
5 things that will make the situation worse
Do not treat a limit lock as an accusation
Luno's own description separates a lock caused by reaching deposit or withdrawal limits from anything to do with suspicion, and it is undone by documents, not by explanation.
Do not upload a partial document
Luno asks for supporting documents in full form, showing ownership of the account. A cropped statement is the most common reason for a second round.
Do not respond to a verification request that did not arrive in Notifications
Luno delivers the request to Notifications in the app or on the website. A message elsewhere asking for the same documents is not the same request.
Do not send a proof of address older than three months
Luno's requirement is a recent one, and an out-of-date document simply restarts the wait.
Do not pay anyone to raise your limits
Limits move with verification level, and verification level moves with documents you upload yourself. There is no third party in that path.
If Luno requires additional information from you, you will receive an email asking you to verify your information, and you should provide this as soon as possible to ensure the continued functionality of your account.
— Luno Help Centre, requests for more information
What to check first on Luno
Check Notifications in the app or website
It is where Luno delivers a request to verify your information, and where the documents are uploaded.
Check your limits, not just your balance
Verification levels carry different deposit and withdrawal limits, and reaching one locks the account until documents lift it.
Match the source-of-funds document to the origin
Luno publishes different documents for salary, for inheritance or a gift, and for funds arriving from another exchange.
Check the proof of address is recent enough
Luno asks for a recent proof of address, no older than three months, and states it is not required where your current address matches the address on your bank statements.
What Luno may ask you for
Luno publishes the document behind each kind of request, which is the part most venues leave vague.
A readable identity document
A high-quality photo or scan of a driving licence, identity card or passport, clearly showing the personal identity number, the names, the date of birth and a clear photo.
A recent proof of address
Not older than three months. Luno states it is not required where your current address is the same as the address on your bank statements.
Proof of salary payments, for employment income
Luno names this explicitly as the document for funds earned through employment.
Inheritance, gift or donation paperwork
A copy of a testament, a liquidation and distribution account, a deed of donation, or a letter from an administrator or executor confirming the inheritance, gift or donation.
An official wallet statement from another exchange
Where the account is funded from another cryptocurrency wallet, Luno names the exchange's own statement as the document it wants.
Two conditions apply to all of them and cause most rejections: documents should be provided in PDF, in full form, showing your ownership of the account so that the account is demonstrably yours.
Block risk assessment
Answer 8 questions — we'll show the block type and recommendations for Luno.
#Q1 of 8
When was your account blocked?
What we actually do
Work out which of the two locks you have
A limit lock and a verification request need entirely different answers, and both read as a locked account.
From: compliance@luno.com
Your account flagged for suspicious activity. Please complete KYC verification.
Reconstruct the funding history
A source-of-funds request is answered by paperwork about where the money came from, which usually has to be gathered rather than found.
Match each document to Luno's stated form
PDF, in full, showing ownership, address no older than three months. Four conditions, and they account for most repeat submissions.
DO
Clear facts
Documents
DON'T
Emotions
Threats
Write the explanation that goes with the documents
An inheritance or a transfer from another exchange needs a short, consistent account alongside the paperwork.
Say when the answer is just a higher tier
If the account hit a limit, the case is a verification upgrade, and we would rather point you at it than bill for it.
The decision is always the exchange's. What we control is that your case reaches it complete, correct and on time.
Frequently asked questions
Why is my Luno account locked?
today 14:23
Luno describes two causes. Either you locked it yourself — in which case you will have an email confirming the lock and stating when it unlocks automatically — or the account reached its deposit or withdrawal limits, in which case additional documents are needed to unlock it.
unblock.exchange · today 14:23
What documents does Luno accept for source of funds?
today 14:30
It depends where the money came from. For employment income, proof of salary payments. For an inheritance, gift or donation, a copy of a testament, a liquidation and distribution account, a deed of donation, or a letter from an administrator or executor. Where the account is funded from another cryptocurrency wallet, an official wallet statement from that exchange.
unblock.exchange · today 14:30
How recent does a Luno proof of address have to be?
today 14:37
Not older than three months. Luno also states that a proof of address is not required where your current address is the same as the address shown on your bank statements.
unblock.exchange · today 14:37
Luno asked me to verify my information — where do I do that?
today 14:44
In Notifications on the Luno app or website, where the request appears and the documents are uploaded. Luno asks that it be answered as soon as possible to ensure the continued functionality of the account.
unblock.exchange · today 14:44
Why was my Luno identity document rejected?
today 14:51
Luno requires a high-quality photo or scan of a driving licence, identity card or passport that clearly shows the personal identity number, the names, the date of birth and a clear photo. A document where any of those is unreadable does not pass, whichever type it is.
unblock.exchange · today 14:51
Other exchanges
The same block scenarios play out on other platforms.
Tell us what happened
Tell us what happened with your Luno account, attach email screenshots. We'll review the situation, assess risks, and suggest a course of action.
Fully confidential. No account credentials required.