Troubleshooting debit card issues for US customers

We currently only support:

• Debit cards (not credit or prepaid cards),

• Provided by either Visa or Mastercard,

• Registered in your personal name (in other words, not a company card).

Solution: Add a supported, personal debit card. If you don’t have one, you’ll need to make a deposit via bank transfer instead. You can then buy crypto when your deposit reflects.

You may get an error message saying that “the service provider didn’t get back to us in time.” This can happen if you started to add your card but didn’t complete the process in time, or if there was a network issue.

Solution: Try again from the beginning. This usually solves the problem, but if you still get the same error after multiple attempts, check our status page to see if we’ve picked up any issues.

This usually happens when your card provider’s 3-D Secure service has failed to authenticate the transaction.

Solution: You’ll need to try again. 3-D Secure is handled by your bank or financial institution, not Luno, so you might need to get in touch with them if you continue to have this issue.

You can buy crypto for your Luno wallets using US Dollars only.

Solution: Link a debit card that uses USD as its currency. If you’re looking to use a different currency and you’re a citizen or resident of one of our other supported countries, you might want to consider changing your country of verification. Find out how to do this here.

We need to verify that the card you use belongs to you, since your account shouldn’t be used to make transactions on behalf of someone else. You’ll find this mentioned in our Terms of Use.

Solution: Add another card that belongs to you.

Sharing a card with another Luno customer is strictly prohibited, so you won’t be able to add a card that’s already been linked by another Luno account.

Solution:

• If your card is being used by someone else you know, please ask them to remove it. They can do this by opening one of their crypto wallets and selecting BUY. When they are prompted to choose how they'd like to pay, they can select the three dots next to the card to remove it from their Luno account.

• If you’ve signed up for another Luno account previously, you’ll need to try to regain access to it. We can only verify one Luno account per customer. Learn more about account recovery here.

• If another Luno customer has linked your card without your knowledge, please report it to us immediately.

You only need to link a card once. After that, you can pay with that card without having to link it again.

Solution: Go back to the BUY screen, and when you're asked how you’d like to pay, simply select the card that you added previously.