Troubleshooting Prepaid Top-Up Failures

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

 

1️⃣ Enter the iKhokha account number provided. This can be found on the app or device Prepaid Balance - Top Ups
2️⃣ 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.