Help Centre

Troubleshooting Prepaid Top-Up Failures

If your prepaid top-up hasn’t reflected, don’t panic. Most issues come down to an incorrect reference number or banking delays. By double-checking your details and following the correct top-up process, you can avoid common errors and ensure your funds are allocated to the right Balance ID.

Merchants can top up their Prepaid Balance in two ways:

At an Absa ATM
Via EFT (Electronic Funds Transfer)

To ensure a successful top-up, always follow these steps:

How to Top Up Correctly

Step 1: Enter the iKhokha account number provided. This can be found on the app or device Prepaid Balance Top Ups

Step 2: Use your unique Balance ID as the reference number. This ensures the funds are allocated to your account correctly.

Common Reasons for Top-Up Failures

Incorrect Reference Number:

If you enter the wrong reference, the funds may be delayed or credited to another user’s account.

Bank Processing Delays:

Some EFT payments take longer to reflect, especially if done after hours or on weekends.

What to Do If Your Top-Up Hasn't Reflected

Wait 24 hours – most payments process within this time.
Check your deposit slip or EFT confirmation to ensure the correct reference number was used.
If the reference number was incorrect, call our support team immediately to assist with transferring the funds to your correct Balance ID.

Need Help?

📞 Contact Support: Call us at 087 227 000 for assistance. We’ll help you track your funds and resolve any issues.

Troubleshooting Prepaid Top-Up Failures
How To Top Up Correctly
Common Reasons For Top Up Failures
What To Do If Your Top Up Hasn't Reflected
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