FAQ

> INCENTIVES  PROGRAMS

Referral program

• Cash Back on Windows 8 App
• Refer a friend and earn R30 cash back

> GETTING STARTED WITH POWERTIME

Powertime Basics

• What is the Virtual Meter?
• How to use Powertime ?
• How much does it cost ?
• What is my Powertime level ?
• Why use Powertime ?
• Powertime support hours

New User Troubleshooting

• I have trouble with my activation email

Register on Powertime

• Video tutorial: Registration

Referral Programme

• Get Cash Back with our referral program

> ACCESS, REGISTRATION & SECURITY

My profile

• Why is my profile blocked/locked?
• I have troubles with my security question’s answer, username of email address
• Why are my credit card details deleted when I reset my password?
• How do I reset my password?

Credit card payment and security

• What is a pending reversal?
• I received several sms from my bank that my card was debited, but only made one transaction?
• How do I pay by EFT on Powertime?
• How do I change/update my card details when they are incorrect or the card has expired?
• When do I need to submit a copy of my ID and credit card details?
• Can I add several credit cards onto my profile?
• I can’t pay via debit card, What can I do?
• What cards do you support?
• How do I know that it is safe to use my credit card on the website or on the phone?
• I received an SMS from the bank saying that my card has been debited but I don’t have a token?

> COMMON ERROR MESSAGES

List of error messages

• “This meter has a pending reversal”
• “Error Message 102 ( Unable to Connect To Remote Server )”
• “Error Message 500 ( Internal Server Error )”
• “Error Message 100 ( Online Vending Error )”
• “Message from Ipay : Lost/stolen card”
• “For credit card transaction in Cape Town, please register on powertime.co.za with sms vending. Otherwise you can pay using your PayGenius wallet”
• “Card not found”
• “Connection to vending server times out”

> PREPAID ELECTRICITY

Buy electricity via SMS

• SMS Fees
• I’ve sent an SMS but haven’t received any token
• Set Up SMS Vending

Meter issues

• I cannot add my meter
• Who do I contact when my meter address is incorrect?
• Can I add several meters on to my profile?

Prepaid electricity basics

• I purchased for the wrong meter. Can I be refunded ?
• Can I increase my purchase limit ?
• Do I qualify for FBE tokens ?
• I got an error when trying to purchase, what must I do?
• What is a fixed charge ?
• What is debt recovery ?
• What are the fees ?

Supported Municipalities

• Buying prepaid electricity online in Cape Town
• What do I do when my meter is not supported?
• What are the supported areas for prepaid electricity vending?

> BILL PAYMENTS

Bill Payment Basics

• What does it mean when my ‘Risk profile’ is too high or my account ‘needs to be updated’ to pay bills ?
• Can I pay a bill in several payments?
• Which municipalities are supported?

> AIRTIME

How to buy pin-less airtime online from Powertime ?

• Tutorial on Pin-less airtime purchase

Airtime basics

• What does it mean when my ‘Risk profile’ is too high or my account ‘needs to be updated’ to purchase airtime ?
• What do I do if the Airtime pin voucher is invalid/expired?
• What must I do if the airtime is out of stock?