I have an issue with my voucher for a deposit or withdrawal in Nigeria

Solution: check that your email address and phone number are correct on your Luno profile. Keep in mind that you'll need a Nigerian phone number to receive your voucher.

1. Go to your Profile from the menu
2. Select Settings
3. You’ll see your Email and redacted Mobile number listed

Update your contact details by selecting either Email or Mobile number and following the instructions onscreen. Click on the link to get help updating your contact details.  

If you need to resend your voucher for a deposit:

1. Open your NGN wallet and select DEPOSIT

2. Choose REDEEM VOUCHER

3. Select RESEND VOUCHER near the bottom of the screen

4. Your unredeemed deposit voucher will be re-sent to your email address and phone number

If you need to resend your voucher for a withdrawal:

1. Open your NGN wallet and select WITHDRAW

2. Choose REDEEM VOUCHER

3. Select the bank account you want to withdraw to

4. On the 'Redeem your voucher screen', select RESEND VOUCHER

5. Your unredeemed withdrawal voucher will be re-sent to your email address and phone number

Solution: Make sure you’re using version 7.26 (or higher) of the Luno app, and that your Luno account is verified Level 1 or above.

To see your mobile app version:

1. Go to Profile from the menu

2. Scroll all the way down to the bottom of the screen

3. If your version is not Luno 7.26.0 or higher, visit Google Play or the App Store to update

To see your verification level:

1. Go to Profile, then select Settings

2. There, you’ll see a Verification menu option with your verification level (this should state “Verified”)

3. If it says “Level 0 - Not verified”, select Verification and follow the onscreen instructions to verify your profile

Solution: you need to enter your voucher details on the Redeem your voucher screen. 

To do this:

1. Go to your NGN wallet
2. Select DEPOSIT if you’re making a deposit, or WITHDRAW if you’re withdrawing funds
3. Select the REDEEM VOUCHER button

Solution: You’ll need to redeem your voucher to get the deposit into your NGN wallet. 

The voucher gets created when you make your card payment or bank transfer, but you still need to redeem the voucher to fund your Luno account. 

To redeem your voucher: 

1. Go to your NGN wallet, select DEPOSIT, then REDEEM VOUCHER
2. You’ll now need to enter your voucher details. These will have been sent to you via email and SMS to your Luno email address and phone number
3. Once you’ve entered all the voucher details correctly, select REDEEM VOUCHER
4. Enter the six-digit code sent to you via SMS and email
5. The funds will now appear in your NGN wallet

If you got an error screen stating "your deposit was refunded," it's because the deposit voucher wasn't funded by a bank account that matches your name. As mentioned in our Terms of Use, we don't allow deposits from a bank account other than your own (these are known as third-party deposits).

The money will be automatically returned to the bank account where it came from in 1-2 business days.

Solution: There are several reasons why this might’ve happened. The best thing to do is to simply try again. Make sure you’ve entered your bank or card details correctly, and that you have enough funds in your account to complete the transaction. 

Solution: Close the app and try to make a deposit again. If you’re still not successful, get in touch with us so we can investigate the issue and help resolve it for you.

This can happen if your card is expired, the account associated with it is closed, or if you weren’t able to verify the card with a PIN.

Solution: Try a different card, or pay for the voucher by choosing the bank transfer option instead of a card payment.

Connection issues won’t affect the status of your voucher. You’ll just need to re-enter your voucher details and try again.

To redeem your voucher:

1. Go to your NGN wallet, select DEPOSIT, then REDEEM VOUCHER

2. You’ll now need to enter your voucher details. These will have been sent to you via email and SMS to your Luno email address and phone number

3. Once you’ve entered all the voucher details correctly, select REDEEM VOUCHER

4. Enter the six-digit code sent to you via SMS and email

5. The funds will now appear in your NGN wallet

Solution: it’s important to remember that you need to redeem your voucher to complete the withdrawal to your bank account. You also need to make sure that your bank account is open, active, and has high enough transaction limits to receive or pay for the voucher amount.

If you’ve redeemed your voucher successfully, but still haven’t received funds in your bank account: 

• Withdrawals take between 24 and 48 hours to arrive in your bank account.
• Make sure that your bank account is active and that it can accept deposits. Some banks also implement limits that may prevent your account from being credited - this could lead to your withdrawal bouncing. Check with your bank to confirm that there aren’t any account limits blocking your withdrawal.
• If your bank account is active and isn’t subject to any limits, and you still aren’t receiving your withdrawal, please contact us.

If you didn’t redeem a voucher for your withdrawal, follow these steps: 

1. Check your SMS or email inbox for your voucher details. The email has the subject line “Voucher purchase successful.” The SMS reads “Hello [your name], a voucher has just been created for you”
2. Copy the Voucher number
3. Back on Luno, go to your NGN wallet, select WITHDRAW, then choose the REDEEM VOUCHER option
4. Choose the bank account you want to withdraw to
5. Paste in the voucher number you copied earlier then select REDEEM VOUCHER
6. Enter the six-digit code sent to you via SMS and email
7. You’ll see a screen confirming that you withdrew funds. The money will reflect in your bank account shortly.  

Solution: You can learn more about verifying your bank account here. If you’re still having trouble, please log in to your Luno account and reach out to us. To help us verify your bank account, attach a bank statement issued within the last three months. It should include your full name and bank account number.