I used the incorrect banking details!

If you used the incorrect banking details, your transactions will only reflect in 2 days. In order to resolve this we’ll need you to fill out a support ticket and send us a proof of payment directly from within your bank account to our email address.

How do I obtain my Tokens?
  • The quickest way to obtain your tokens is by logging in to your ClientZone and viewing your Token History page. Alternatively you can wait to receive the email we sent you.
  • If you haven’t received your token email within 10 minutes please check your spam/junk folder, otherwise contact us by submitting a support ticket. https://www.myprepaid.co.za/support/
  • Here’s a step-by-step solution on how to add us to a.
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  • Stay up to date
  • It’s important to us that you remain informed on the status of your bank and municipality, as they can experience technical difficulties. LIKE our Facebook Page as we post regular updates to keep you informed.
  • Please read our monthly newsletter, it keeps you updated on new services and helpful tips to avoid any delays in receiving your tokens.
  • Why did I receive fewer tokens this month?
  • You might be charged according to all 4 blocks within 1 purchase (if it’s a large purchase for the month) or if you purchase multiple times in the month and your usage moves you into the next block.
  • Please refer to your municipalities website to establish your specific block tariff.
  • Your municipality charged you a connection fee/daily fee; refer to “Municipality Fees Charged” for further details.
  • A municipality charges you according to your monthly usage and a 4-step block tariff. Your first block of units are charged at the lowest rate, the next block is slightly more and the 4th block being the most expensive.
  • Why are fees deducted from my purchase?
  • Some municipalities call this a “connection fee”
  • myPrepaid has requested that the information on the invoice be more specific, but no municipality has responded.
  • Each municipality has implemented a daily usage fee whether you use your meter or not. This fee will be deducted from your next purchase.
  • If you do not purchase for a long time these daily fees can become fairly substantial, and there are instances where your fee is greater than the payment you made to myPrepaid. In these scenarios we cannot resolve the problem and you’ll need to settle your account with the municipality before we can attempt to reprocess your transaction.
  • Does myPrepaid add any fees?

    myPrepaid does not add any fees onto a purchase.

    Reasons for delays
  • Your bank is experiencing high volumes and has not notified myPrepaid of your transaction. Once a ticket is created we’ll ask you to send through a proof of payment directly from within your Internet banking. This is the only way that we can verify that you made the payment.
  • myPrepaid’s supplier (Easypay) is experiencing technical difficulties. Once our supplier has resolved the problem, we’ll proceed to process your transaction ASAP.
  • Your purchase was below the minimum transaction value, our support team will notify you via email of this delay and possible solutions.
  • Your purchase was above the maximum transaction value, our support team will split your transaction and resolve the problem without the need for you to fill in a ticket.
  • Municipality is offline via the online purchasing channels. Once they are back online we will process your transaction ASAP.
  • You have outstanding fees with your municipality. We’ll inform you to contact your municipality in order to settle the outstanding amount.
  • Contacting the Municipality

    There are instances whereby you the customer would need to contact your municipality, but we’ll inform you of this and the steps to follow.

    Can I get a refund?

    Unfortunately the municipalities are incredibly strict, and do not offer a refund policy, please be 100% certain when purchasing.

    How often can I purchase?

    myPrepaid’s systems run 24/7 and you can make as many purchases as required. But please keep in mind that each purchase within a 24-hour window needs to be of a different rand value, else it will cause your transaction to fail. If this occurs you’ll need to submit a support ticket to notify us that you never received your tokens.

    Can I use decimal amounts in my payment?

    Please do not make odd EFT payments. Any transaction with a decimal will fail. Please stick to rounded numbers e.g. R500, R750, R1000 and R1500.

    Which banks does myPrepaid support?
  • FNB
  • ABSA
  • StandardBank
  • Nedbank
  • Capitec (Proof of payment required.)
  • Investec (Proof of payment required.)
  • What are the maximum transaction limits?

    Each municipality sets their own maximum transaction limit. If your purchase is greater than the limit your transaction will fail, but don’t worry myPrepaid will create a ticket and split your purchase into to smaller transactions. There may be a slight delay, but we’ll get your tokens to you ASAP.

    Make an EFT
  • Once you have setup your beneficiary reference within your internet banking all you need to do is make an EFT.
  • The next time you need electricity, just make another EFT, no extra setup is required.
  • Why are there delays with Capitec and Investec?
  • These two banks do not provide myPrepaid with the ability to receive notifications when a payment is received; we therefore require a proof of payment sent directly from within your bank account.
  • Setup an automated proof of payment to be sent each time you make a payment.
  • I have more than 1 meter, what must I do?
  • For each meter setup a beneficiary within your Internet banking, using the same banking details provided.
  • Ensure that the beneficiary reference we provide per meter is used when setting up the specific beneficiary within your Internet banking.
  • Why is the Beneficiary Reference important?
  • This is the only way we’ll know that you have made a payment.
  • It clearly identifies who you are and for which meter you are purchasing.
  • How do I create a beneficiary within Internet banking?
  • Login to your Internet banking. Click on recipients/beneficiary and select add new recipient/beneficiary.
  • At this point you need to ensure you have selected OUR correct banking details from within your ClientZone.
  • Add these details and that’s it. You’ll never have to do it again.
  • Why do I need to register?
  • On the home page click the “Register Now” banner.
  • Fill out your email, cell number and password and bank, once you are in your ClientZone navigate to “Electricity” and “Manage Meters”
  • Add up to 999 meters within your Manage Meters section.
  • How do I register?
  • On the home page click the “Register Now” banner.
  • Fill out your email, cell number and password and bank, once you are in your ClientZone navigate to “Electricity” and “Manage Meters”
  • Add up to 999 meters within your Manage Meters section.
  • Submitting your information

    Ensure that you submit all required information, we require this information in order to resolve your problem in a timely manner. Before submitting the form, please ensure that your details are 100% correct.

    Support Hours

    Our support team is there to assist you when something goes wrong. They on call from 8am to 10pm seven days a week

    Registered Municipalities

    Berg River Municipality
    Bloemfontein Municipality
    Breede Valley (Worcester)
    Centlec
    City of Cape Town (Blaawberg)
    City of Cape Town (Tygerberg)
    City Property (Pretoria)
    Drakenstein (Paarl)
    Emathleni (Witbank)
    Eskom
    Ga-Segonyana (Kuruman)
    GEMS (nationwide)
    George
    Govan Mbeki (Secunda)
    Johannesburg City Power
    Khara Hais (Upington)
    Knysna
    Kouga (Jeffreys Bay)
    Madibeng (Brits)
    Midvaal (Meyerton)
    Mogale City
    MSI (nationwide)
    PEC (nationwide)
    Power Measurement (nationwide)
    Randfontein
    Richard’s Bay / City of Umhlathuzi
    Sol Plaatje (Kimberley)
    STD Electric (nationwide)
    Stellenbosch

    Municipalities Offline

    Sometimes municipalities can go offline, unfortunately when they do it’s out of our control.
    As soon as they return online we’ll be able to complete your transaction and send you your token number.