Luno exchange profile: regional fees, send holds and account closures

Luno combines local-currency crypto access with an order-book exchange and region-specific investment products. Its current retail footprint is South Africa, Nigeria, Malaysia and Indonesia, plus existing Kenyan customers; new Kenyan sign-ups are paused. That current list matters more than legacy references to a wider international footprint.[1]

For Exchange orders, good-till-cancelled keeps an order open until filled or cancelled; immediate-or-cancel drops the unfilled portion; fill-or-kill requires immediate complete execution. Post-only cancels a crossing order instead of taking liquidity, and cannot be combined with IOC or FOK. These controls determine execution behavior, not whether an eventual trade is profitable.[22]

Luno has no single global trading rate. The country, order book, rolling 30-day volume tier and choice between the Exchange and an instant quote all matter. The table gives published entry tiers checked on 20 October 2026; a maker order must actually supply liquidity to receive maker treatment.[22]

Local bank funding and blockchain transfers have different release conditions. Use the correct wallet and network, and check the previewed minimum and fee before sending. A balance held for an order, staking or a separate product may first need to be released or transferred to the ordinary wallet.[23][25]

Crypto sends start disabled. Re-enabling them requires authorization and a wait of 24 hours to 14 days, with the actual release time shown in the account. Luno can disable sends again after months without sending or when sensitive protections such as a passkey or two-factor authentication are removed. Plan for this before funding an account for an imminent external transfer.[31]

Under the South African terms, customers retain ownership of supported crypto, while Luno can pool it in shared blockchain addresses and maintain separate internal records. The same terms treat deposited local currency differently: ownership passes to Luno in return for a wallet credit and a right against Luno. Those South African clauses should not be assumed to reproduce every local contract.[5]

A trusted smartphone receives sensitive-action requests through the app; Malaysia is specifically excluded from trusted-device authentication for crypto sends. Only register a device you control. Luno says it will not initiate a request to remove trusted devices, passkeys or two-factor authentication to make the account safer. Device removal is an account-security change, separate from closing a trade.[21]

Residence and location both affect access. An existing customer travelling in a listed unsupported territory cannot transact there. The country guide permits ordinary use for up to three months of travel elsewhere, then calls for re-verification for the new country. Permanent relocation can therefore change the contract and available products; an old wallet is not proof of current eligibility.[1]

Customers affected by the regional closure recover remaining funds through [email protected], providing an own-name bank statement issued within three months. The notice does not enumerate every affected country, so eligibility should be checked against the current supported-country list and the customer’s closure notice.[2]

Luno provides digital support; its offices do not accept customer-service visits. Toshi is a support assistant, and the inspected contact guidance does not give it trading or withdrawal authority. No emergency telephone dealing service or guaranteed human-response time was established. During an interruption, record the transaction or order details and raise a support case.[18]

The published complaints process targets acknowledgment within three business days and a resolution within 15 business days, with updates if more time is needed. It permits a review request within seven days after the outcome. These are complaint-handling targets, separate from transaction execution; the applicable local contract determines external redress.[19]

The public status page separates country payment incidents from Exchange/API issues and offers incident subscriptions. The latest userstream delay was marked resolved at 06:34 UTC on 20 October. A recovered stream should still be reconciled against actual order and balance records before an automated strategy resumes.[32]

In its 3 September 2026 corporate announcement, Luno describes a business founded in 2013 serving more than 15 million customers across Africa and South East Asia. That is a company customer count, not verified active traders or a measure of order-book liquidity. Its corporate minting launch also shows why retail and institutional funding should be assessed separately.[3]

The terms index assigns customers to the Luno entity for their verified country. South Africa, Malaysia, Indonesia, Nigeria and Kenya have separate counterparties; Bermuda has its own international agreement. The existence of an archived or additional country contract does not establish that new accounts there are accepted.[4]

Operator

Luno Group Holdings Limited and local Luno entities

Exchange model

Centralised

Service scope

Local-currency crypto exchange with region-specific bundles, staking and additional investment products; separate corporate and OTC services.

Client types

Retail clients; Institutional clients

Pricing publication

Public pricing

Pricing scope

Country and order-book-specific tiers; instant quotes, funding, bundles and inactivity have separate charges. Nigerian withdrawal page has conflicting fee entries.

Funding scope

Country-specific bank and crypto transfers; current Kenyan fiat services unavailable. External crypto sends require separate enablement.

Custody and asset handling

Custodial exchange; South African terms retain customer crypto ownership but treat fiat wallet credit separately. Earn and staking have additional conditions.

Client eligibility

New retail access in South Africa, Nigeria, Malaysia and Indonesia; Kenya existing customers only. Country and product checks apply.

Support

Digital help, Toshi-to-human escalation and formal complaints; no in-person support.

Authorisation and registration scope

Local entity permissions vary: South Africa and Malaysia registers inspected; Nigeria conditional ARIP admission; Indonesian and Bermuda positions sourced to company disclosures.

Exchange metadata checked 29 Oct 2026Source 1Source 2Source 3Source 4Source 5Source 6Source 7Source 8Source 9Source 10Source 11Source 12Source 13Source 14Source 15Source 16Source 17Source 18Source 19Source 20Source 21Source 22Source 23Source 24Source 25Source 26Source 27Source 28Source 29Source 30Source 31Source 32

Create API keys on the website; the app redirects to a browser. Crucially, Luno’s Trading access preset also permits crypto sends and bank withdrawals. Read-only access limits the integration to account information; Custom permits narrower choices. Add IP restrictions and an expiry where appropriate, save the secret when shown once, and delete an obsolete key in Security. When deleting a key, check open orders separately; the inspected guide does not specify that revocation cancels them.[20]

Statements are generated on the website for each wallet: select Portfolio, the wallet, Download Statement, dates, and PDF or CSV. Preserve statements for every product and reconcile transfers, fees and rewards rather than relying on a single displayed portfolio value. The inspected export guide does not establish a completed local tax return or a universal tax-accounting method.[24]

Native leader-following copy trading was not established in the inspected product documentation. Luno’s documented automation here consists of order instructions, product rules and expressly authorized API access. The operational responsibility remains to verify the selected pair, amount, funding source and permissions before confirming an action.[20][23]