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Frequently Asked Questions

Yes you can indeed! Just make sure that your payments aren’t exactly the same amount when paying more than once within 5 days. This will ensure that your transactions are seamlessly processed.

If the payments are more than 5 days apart, you can use the same amount again.

Using the correct beneficiary reference is vital in getting your payments processed quickly.

  • If you are buying electricity for your sole/primary meter number, your reference will be the letter “E” along with your cell phone number e.g. E0810010011
  • If you want to purchase airtime for your primary cell number, you can simply use the first letter of your network provider (e.g. “V” for Vodacom) along with your cell phone number e.g. V0810010011
  • If you want to purchase multiple products or for more than one device, a unique order number will be generated every time you create an order. This number must be used as your payment’s reference.
You can request a VAT Invoice on our Online Support by providing us with the details you want on the invoice. One of our Client Consultants will then gladly provide you with your invoice via email.
Of course you will!

We get your electricity directly from your municipality. Therefore, if you qualify for free units, you will receive two tokens from us – one for units purchased, and one for your free units. And if you’re unsure about whether you qualify for free units, you can lodge a query with your municipality who’ll certainly be able to assist you.
Your electricity meter may have been blocked by your municipality due to some outstanding fees on your municipal account. You will only be able to purchase electricity and we will only be able to vend for your meter once they have lifted the block on their side. You can contact your municipality directly; they’ll certainly be able to assist you in getting the arrears cleared from your account.
There are several error messages that can display on your meter. Here are explanations and some tips for a few of them:

(i) "SAD face" - Usually means it is just finger trouble in typing the token: Retry entering the token, making sure of each digit.
(ii) "DDDD" - Duplicate Token: The token has probably been entered and redeemed. Kindly use a new token.
(iii) "Error 30" - Technical Error on your meter: Try switching off your meter as well as your electricity mains and wait a few minutes. Turn them back on and retry the token. If this error 30 persists, you should contact your municipality who’ll need to send a technician to have a look at your meter.
The minimum transaction amount for any product through Prepaid24 is R10.

*FNB payments of less than R110 might experience clearance delays, so we suggest that you make your purchase amounts more than R110 if paying through FNB.
Unfortunately, we are not able to reverse your token.

Prepaid electricity tokens are issued per meter number, and once they’ve been issued on a specific meter number, they can only be redeemed on that meter. However, even though Prepaid24 cannot reverse your token, you can contact your municipality who may be able to assist you if you haven’t yet redeemed the token.
You can still purchase through Prepaid24!

All you need to do is make your EFT into our ABSA Bank account and have a PDF Proof of Payment sent to admin1@prepaid24.co.za. Your tokens will then best sent to you via SMS and email within minutes after making your payment!
There are various reasons that could be causing the delay in the receipt of your tokens, ranging from municipal issues to network challenges. Kindly contact our Client Support (via our LiveChat facility or email-based support) where one of our professional Consultants will assist you in getting your token.
Don’t worry! This happens all the time – your money is NOT lost!

Kindly contact our Client Support (via our LiveChat facility or email-based support) where one of our professional Consultants will promptly assist you in in getting the matter resolved.
We can quickly find out for you!

Kindly contact our Client Support (via our LiveChat facility or email-based support) and provide us with your meter number. One of our Consultants will assist you in determining the supplier of your meter.
You will need to update your meter details on your MyPP24Profile – your “control center” as a Prepaid24 client. If you’re unsure about how to do this, kindly contact our Client Support (via our LiveChat facility or email-based support) and one of our Consultants will provide you with the necessary steps.
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.
As a security measure, your SmartFund facility is automatically deactivated when your SmartFund pin is changed. To have your SmartFund re-activated, kindly contact our Client Support (via our LiveChat facility or email-based support) and one of our Consultants will assist you.
Prepaid24 doesn’t have an application on the App Store. We DO, however, have a Shortcut Link that you can download onto the home screen of your phone. This link functions exactly like an App and enables you to create orders, retrieve previously-purchased tokens, and manage your personal information effortlessly. It also gives you instant access to our LiveChat facility.

If you want to download your personalized Shortcut Link onto your mobile device, kindly contact our Client Support (via our LiveChat facility or email-based support) and one of our Consultants will provide you with the necessary steps.
1Voucha is a virtual voucher that is issued in the form of a 12-digit code which can be communicated to the recipient (or winner) by yourself, in the format of your preference, with the steps on how to claim their prize. The 1Voucha is where you can Pre-order stock in airtime vouchers according to your needs.
  • Yes, you can control your own stock and can buy as you need it.
  • We can also supply you with an unclaimed & claimed report on request for you to control your stock.
  • You will receive it as an encrypted file send to the client who purchased the bulk product.
  • We will request a cellular number where we supply the password in order for you to access the file.
Yes, end user must have access to data.
Yes, there is an administration fee applicable, but this will be communicated directly to the client.
No, admin fee is charged per each 1Voucha batch transaction/purchase.