Why do I receive the SMS with my reference number very late, or not at all, after I’ve paid? It could be due to slow network response. If you transact on the app or on online banking you can find a record of your most recent purchase with the reference number.
Can I get a refund if I buy the wrong amount of electricity or enter the wrong meter number? We can’t reverse any payments you make to the municipality or electricity supplier, so it’s best to double-check your details before you pay.
Can I get a refund if I repeat an incorrect purchase?
We can’t reverse any payments you make to the municipality or electricity supplier, so it’s best to double-check your details before you pay.
Why doesn’t my token load? There may be something wrong with your meter. Your municipality will be able to help you.
Why does the bank include charges and debt when I buy prepaid electricity? The debt and arrears reflecting on your SMS, emailer or purchase history are determined by your municipality or electricity supplier.
What is the ‘debt’? If you’re in arrears on any of your municipal accounts, your municipality may allocate part or all of the prepaid purchase towards those arrears. Check your municipality’s prepaid requirements.
What are the charges? Your municipality or electricity supplier may allocate your purchase towards charges, fees or levies. Refer to your municipal tariff handbook for help.
What are the bank charges when I purchase electricity?
R2.02 will be charged when purchasing electricity.
I’m having trouble making a prepaid electricity purchase Please call our customer care line so we can see how we can assist.
What happens when the meter number is blocked by the municipality?
You will be notified and must refer their query to the municipality as we are unable to provide details on why the meter has been blocked.
Is the meter validation going to happen every time the purchase is made?