The frequently asked questions are organized into different categories. Either choose a category from below or search the frequently asked questions for the answer to your question.
- Customer Services
The best way to view Prepaid24 is as being an intermediary, between the user and Vodacom. We charge exactly what any Vodacom dealer will charge users for airtime.
Prepaid24 offers a 24 hour service, 7 days a week. Our site gives you various tools that you can use to monitor the status of our connection with Vodacom. It can be found at the Support Portal Home.
Client service is a service within Preapid24 that is manned from 8 a.m. to 10 p.m. on weekdays and 9 a.m. to 6 p.m. on weekends. Should you have any support enquiries these will be attended to quickly and effectively by our competent and professional support staff. You can contact us through Submit Enquiry for Vodacom related enquiries.
The Prepaid24 business model is reliant on a very small margin that we receive from Vodacom for providing the system. It is therefore impossible for us to service clients on a call centre model, without passing on additional charges to users. For this reason, you will not find telephone support from Prepaid24. We firmly believe that by educating users, more than 90% of possible problems can be resolved. For this reason we are one of the only South African prepaid companies employing the extensive power of a Knowledge Base Tool (Tool to find out more about all prepaid related matters.) For the less than 10% of users that have problems which cannot be resolved by using the Knowledge Base Tool, we have a Support Centre that does support via e-mail. This method has proven itself to be effective and reliable. Each new enquiry is allocated a unique number and is dealt with individually by support staff, until such an enquiry is resolved.
- Not Recharges
If a user has made a payment and has not received his recharge within 15 minutes, chances are that something is wrong somewhere. To rectify the problem and to be recharged, the user must visit the support pages.
In the support pages you will see the button System Outages and Issues, before contacting us, please investigate first. This page will tell you of any possible reasons, known to Prepaid24, why you are not being recharged. You can rest assured, that if we state on these pages that there are a challenge, our technical team will ensure your that your recharge is affected as soon as the system is up again.
Prepaid24 is dependent on Vodacom being online to get the recharge through. If Vodacom is offline at the time of the transaction, the responsibility moves to Prepaid24 to keep on trying until the transaction is through and you receive your recharge.
Prepaid24 is also dependant on immediate interbank clearing, should one of the Banks have an issue with this, our recharges might be delayed slightly but the responsibility is still with Prepaid24 to get the recharge through. Should this happen, just visit the support pages, Submit Enquiry and email proof of payment to us, the support staff will ensure a quick recharge then.
It is important to note that Prepaid24 also sells Prepaid electricity and MTN prepaid airtime so it is critical to get the beneficiary reference right…. depending on this reference we know which product you are buying, do not enter just your cellular phone number without the V in front.
Prepaid24 has a “No Credit Card” policy – We believe that no site can absolutely guarantee the safety and security of your personal details. (Just our humble opinion…) For this reason, we have developed an Electronic Transfer Solution (EFT) in order to service a much larger client base in a far safer environment - your bank.
The only detail Prepaid24 has of any of its cellular clients is a Cellular number. We will keep this limited info as secure as possible.
To recharge your Vodacom airtime with Prepaid24 you do not have to register at all, we believe your personal detail is exactly that, personal.
Prepaid24 can handle Vodacom transactions from R29.00 to R1 000.00.
For Prepaid24 to recognize your transaction in our bank as an Vodacom transaction your reference should include V followed by your cellular number, and if applicable followed by a four digit code. Example V0825446677EEFT. (Note – no spaces, commas or other characters)
The four digit code gives Prepaid24 the ability to track buying patterns in various parts of South Africa. It can also form part of our school program or an incentive program or a competition. If you were provided with such a code please use it. Eg. V0825446677EEFT.
To avoid fraud and corruption there is a stop on duplicate recharges attempts i.e. the same cellular phone number with the exact same amount will not be allowed through within five days. To avoid this simply recharge again with a slightly different amount, should you need to. Even R1 or R10 more or less will go through automatically.
Clients have reported that the speed of the transactions have been as fast as 4 seconds, but as a rule Prepaid24 publishes a transaction time of no longer than 10 minutes.
Vodacom Recharges are done “pin-less”, that means that you don’t have to punch in a code, it is recharged directly to your phone. You will receive a notification that you have been recharged.