TrueLayer troubleshooting for UK Luno customers

If your bank is not listed on the Choose your bank screen, then it means that we don’t yet support instant transfers from that bank. You’ll need to try one of the alternative options below.

If you want to deposit

• Option 1: Connect an account from a different bank if you have one.

• Option 2: Make a normal bank transfer, which will reflect within 2 business days.

• Option 3: Buy crypto directly with your debit/credit card, without making a deposit first.

If you want to withdraw

• Option 1: Connect an account from a different bank if you have one.

• Option 2: Link your account manually by making a normal bank transfer to Luno. This can be as small as £1. When the deposit reaches your Luno account, the bank account it came from will be added as a withdrawal option.

• Option 3: Send us a bank statement that shows your name and account details, so our support team can manually add your bank account as a withdrawal option for you.

Deposits and withdrawals are currently unavailable with Starling Bank accounts. Please use another bank account to continue depositing or withdrawing funds.

You’ll only be able to deposit from or withdraw to a bank account that belongs to you. We need to verify that the account is registered under the same name you signed up for Luno with.

If there’s a mismatch with the name on the bank account that you tried linking, there are three options available to you.

Option 1: Try linking a different bank account in your own personal name

From your GBP wallet, you can select DEPOSIT or WITHDRAW to connect another bank account with TrueLayer.

Option 2: Deposit from your bank account so we know it’s yours

1. From your GBP wallet, select WITHDRAW

2. Select  Add new bank details

3. Select LINK ACCOUNT MANUALLY, and follow the steps from there

Once we receive your deposit, we’ll automatically link your bank account, after which you can make your withdrawal.

Option 3: Send us a bank account statement confirming that your bank account belongs to you

Your bank account statement needs to contain the following:

• The bank name

• The account holder's name

• The account number

• And the sort code

Once you have your bank account statement ready, you can send it to us here. If all the details match, we’ll manually add your bank account, and let you know once it’s done.

This will happen if you cancel the deposit or if the session times out (meaning the deposit process wasn’t completed in time).

To solve this, simply try again. This time, make sure to complete the deposit process from start to finish in one go.

The deposit was declined by your bank. This usually happens when your deposit exceeds your bank account’s transfer limits.

To solve this, you’ll need to contact your bank or log in to your bank’s app or website to adjust your bank account limits. Alternatively, try making a smaller deposit.

This likely means we weren’t able to process your deposit due to security reasons. You may have failed to sign in to your bank to confirm the payment.

Please try to make your deposit again, and reach out to your bank for assistance if you’re unable to successfully sign in to your bank.

Close and re-open your Luno app, or refresh the webpage, then try to link your bank account or make your deposit again.

Make sure that:

1. You’re using a UK-based bank account

2. Your bank’s deposit limits or other bank account restrictions don’t prevent your deposit

3. You’re connecting a personal bank account that’s registered under your own name

If it’s still not working for you, please get in touch with us so we can help you out.

In the meantime, you can also try making a normal deposit, which doesn’t require TrueLayer. This deposit will fund your GBP wallet within 2 business days, and it will add your bank account to your Luno wallet for future withdrawals as well.