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Luno
Verified Business
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Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Luno is widely praised as a user-friendly and secure crypto platform with fast deposits and withdrawals for most users, but a vocal minority report serious issues around locked accounts, hacked wallets, unresponsive support, and trapped funds. Sentiment splits sharply between satisfied long-term users and frustrated customers facing unresolved disputes, dominated by chatbot interactions and slow human escalation.
TrustIndex
7.7
Ranking
#4
in Payments & Fintech
NPS Score
44
Recommended: Likely
Jul '25 - Jun '26
Based on recent customer reviews, Luno is widely praised as a user-friendly and secure crypto platform with fast deposits and withdrawals for most users, but a vocal minority report serious issues around locked accounts, hacked wallets, unresponsive support, and trapped funds. Sentiment splits sharply between satisfied long-term users and frustrated customers facing unresolved disputes, dominated by chatbot interactions and slow human escalation.
Luno's biggest strength, according to Hellopeter's AI analysis, is Process Efficiency & Turnaround. Customers consistently describe Luno as easy, fast, and seamless for buying crypto, depositing funds, and withdrawing. Many highlight quick FNB and instant EFT integrations, simple onboarding for beginners, and a clean app interface that makes navigation effortless. Process Efficiency & Turnaround (4.0).
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I have been using Luno for more than 10 years. I have only received excellence in all my dealings. The site is user friendly and easy to use. I recommend Luno wholeheartedly
1 reviews | Active since Jan 2020
So I've been abroad for 3 years and have been using Luno constantly in order to send funds from home. Yesterday, Google Play Services did not allow me to click the "confirm" button to send finds. I tried asking for a human representative, but Toshi, the Luno AI, said I must log out and log back in as Google Play Services have been known to mess up services. I done exactly that and now I cannot sign back in! I tried logging multiple tickets and no one is getting back to me, but Toshi. Is there anyway to chat to a human and sort this out today??? I need my money ASAP. Please help! I'm super unhappy now!
1 reviews | Active since Jan 2020
So I've been abroad for 3 years and have been using Luno constantly in order to send funds from home. Yesterday, Google Play Services did not allow me to click the "confirm" button to send finds. I tried asking for a human representative, but Toshi, the Luno AI, said I must log out and log back in as Google Play Services have been known to mess up services. I done exactly that and now I cannot sign back in! I tried logging multiple tickets and no one is getting back to me, but Toshi. Is there anyway to chat to a human and sort this out today??? I need my money ASAP. Please help! I'm super unhappy now!
1 reviews | Active since Jan 2020
So first you forces me to sell my crypto at a loss (or loose it when you close my account in 3 days). Now on the day of the "closure of my account" you say sorry the email was sent in error!!!!!!!!!!!???????????????? @$#^!@!#*/*/ you!
1 reviews | Active since Jan 2020
So first you forces me to sell my crypto at a loss (or loose it when you close my account in 3 days). Now on the day of the "closure of my account" you say sorry the email was sent in error!!!!!!!!!!!???????????????? @$#^!@!#*/*/ you!
1 reviews | Active since Jan 2020
I've always had to logout and relogin just for a payment to reflect and than this morning I logged out and when trying to re login I forgot my password so I changed my password and after that till now I'm getting this login error "tried too many times try again later" both when trying to sign in and trying to recover account. Worst part is I requested their ai bot to put me through to a human and it's been roghly 7 hours and nobody got back to me and still I can't access my funds which I neededlioe yesterday to do something important. Luno was reputable and a trustworthy market leader but knowadays they will let you allow you to lose everything by their unprofessionalism and lack apps that's filled with bugs.
1 reviews | Active since Jan 2020
I've always had to logout and relogin just for a payment to reflect and than this morning I logged out and when trying to re login I forgot my password so I changed my password and after that till now I'm getting this login error "tried too many times try again later" both when trying to sign in and trying to recover account. Worst part is I requested their ai bot to put me through to a human and it's been roghly 7 hours and nobody got back to me and still I can't access my funds which I neededlioe yesterday to do something important. Luno was reputable and a trustworthy market leader but knowadays they will let you allow you to lose everything by their unprofessionalism and lack apps that's filled with bugs.
The most common complaint about Luno, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Professional Guidance. Support is heavily reliant on the Toshi chatbot with limited access to human agents. Customers describe slow responses, repeated generic replies, and no call centre option. Customer Service & Professional Guidance (2.5).
Luno scores 3.1 out of 5 on Hellopeter's AI analysis of service quality in Payments & Fintech, compared to the Payments & Fintech industry average of 2.6. Their strongest theme is Onboarding & Setup (4.4); their weakest is Customer Support (2). The top AI-rated Payments & Fintech business on Hellopeter is Float (4). How is the AI Score calculated? →
Luno has a TrustIndex of 7.7 out of 10 on Hellopeter, based on 366 reviews in the last 12 months. Hellopeter has tracked Luno across 2,327 total reviews. How is the TrustIndex calculated? →