There are a couple of reasons why your account might’ve been locked.
If you chose to lock your account yourself, check your inbox for an email from us with the subject line “We’ve locked your account as requested.” There, you’ll find some helpful information as well as the date and time that your account will be unlocked automatically.
If your account is locked because you’ve reached your deposit or withdrawal limits, then keep reading. To unlock yourself, you’ll have to submit additional documents for us:
Here's how
Sign in to the Luno app
From the Home screen, tap your initials icon at the top of the screen to open the Account Hub
Select Settings (or Account & settings)
Select Verification
Follow the on-screen prompts to submit your documents and complete verification.
Note
If you need to submit an identity document, it should be a high-quality photo or scan of your driving license, identity card or passport. The document should clearly show your personal identity number, names, date of birth and a clear photo. Find out which identity documents Luno accepts for verification.
Tip
Find out what documents we’ll need and how to verify your identity with Luno.