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Frequently Asked Questions

What is my reference number?
The correct beneficiary reference is extremely important when making your payment. If you buy electricity for a single meter only it is always the letter E together with your cell phone number (no spaces) E.g. E0810010011. For a single airtime recharge, it is the first letter of your service provider (example V for Vodacom) followed by your cell phone number (no spaces) E.g. V0810010011. All product codes are on the product pages. For multiple users, a unique beneficiary reference is generated every time when an order is created.
City Of Cape Town clients
Click here to view the process to claim you free or last tokens purchased.
I do not see my Municipality listed?
Please follow us on Twitter/facebook or visit our website for updates on new municipalities added. We can also notify you as soon as your municipality is on board. Register for this notification with one easy step. Register on Prepaid24's website as an electricity user, choose "My municipality is not on the list" and then type your municipality's name. This way we have your email address and your specific municipality and we will notify you via email when your municipality is listed.
How do I get a VAT invoice?
Our system does not generate an automatic VAT invoice. Should you require a VAT invoice, please request one via our support pages with the details you want on the invoice.  Prepaid24 will gladly provide you with an invoice, via e-mail.
Do I still get my BASIC FREE UNITS?
We buy electricity directly from your municipality. If you qualify for free units you will receive 2 tokens from us. One sms for the free units and another for the units purchased. Please contact your municipality to verify if you qualify for free units. Lodge a query with your municipality if you have not received your free units.
Why is my meter blocked?
It happens occasionally that a meter is  "Blocked by Credit Control". This means that the municipality has blocked your meter from purchasing electricity till the block is lifted.This problem should be sorted out by the client directly with the particular municipality. The transaction can only be processed once the client confirms with Prepaid24 that the block has been lifted.

Once the block is lifted by your municipality, it might take a day or two for the municipal database to update. We will continue to attempt the transaction until completed. The minute it is successful, you will receive your token via SMS and on your email.

Please note that If there are outstanding fees of some sort on your meter and the amount you wanted to recharge through us is less than the amount owed, the municipality will inform us that the"Amount tendered is less than required amount". Please contact your municipality directly to address the issue. We can only process your transaction once your account is in the green.

Alternatively, you can do another purchase through us for a larger amount. Outstanding fees will be deducted and paid and an electricity token for the remainder will be issued and sent to you.
What does the ERROR on my meter mean?
Some of the error messages that will display on your meter:

(i) SAD face - probably means it is just finger trouble in typing the token - please retry
(ii) DDDD -  duplicate token. The token has probably been entered already
(iii) Error 30 - Technical error on your meter - please switch your meter off as well as your electricity mains and wait a few minutes. Turn back on and retry the token. If this error 30 persists you should contact your municipality and get a technician to have a look at the meter.
Is there a minimum purchase amount for electricity?
The minimum purchase amount for electricity through Prepaid24 is R10 per transaction. Transactions of less than R110 through FNB might be delayed due to clearance, for up to 24 hours. City of Cape Town clients: Clients from City of Cape Town will however not be able to do their payments from FNB,Capitec, Investec, Bidvest and Bank of Lisbon.
Can an electricity token be reversed?
Prepaid electricity tokens are issued per meter number, and once issued on a specific meter number the token can only be used on that specific meter and can therefore not be reversed or refunded.
What if I am an Investec client?
Prepaid24 does not have an Investec account as Investec do not allow business accounts. Please pay to our Absa account and unfortunately you will have to wait 24-48 hours. You can save your bank proof of payment and contact our support for quicker delivery.
I did not receive my token
If you have not received your token within 15 minutes, please contact our support (live support or email based support), our desk is manned 7 days a week and one of our consultants will assist you immediately. Have your amount, bank used, beneficiary reference used and preferably your proof of payment handy, this will speed up our delivery of your token. There are numerous reasons why you could potentially not receive your token in 15 minutes example your supplier is offline, you use a wrong beneficiary reference, there is a bank clearance delay, etc.
I made a payment with an incorrect reference. What do I do?
It happens… please contact our Support and have your amount, beneficiary reference used, bank used and preferably your proof of payment handy and our support will assist you. Your money is not lost!
I do not know under which Municipality my meter falls
We will…. Just contact our Support center and we will check and confirm if we can vend electricity to your meter.
My meter number changed - what should I do?
Your profile with all your information can be found under the MyPP24Profile page on our website. All your information (email address, meter number, etc) can be changed once you are logged in
Why does the balance of a deposit greater than R2500 into my SmartFund only become available after 48 hours?
We have taken measures to limit the potential risk of internet banking fraud. The remainder of your deposit will become available after 48 hours - once this deposit has been cleared by your bank. Please contact support if you have any questions or queries.