Frequently Asked Questions:

 

REGISTERING AND USING THE POWERTIME SERVICE

Q: Why use Powertime?

R: Powertime is an e-reseller of electricity and airtime. Basically, Powertime enables you to purchase electricity or airtime anywhere and at any time of the day or night, from a computer or from a mobile phone. Online payments are secured and encrypted by our partner Paygenius, expert in online payment security.

The main reasons for using Powertime are:

1.      It is the most convenient way to buy prepaid electricity (24/7, via website, apps, etc.)

2.      It helps you manage your energy consumption (monthly usage report, consumption graphs, low credit alerts, virtual meter)

3.      You can pay via 3 ways: Credit Cards, Debit Cards and EFT

4.      You can buy via SMS

5.      You cannot run out of electricity anymore, thanks to our low credit alert

Q: How to use the Powertime services?

R: To use our services, you must register with Powertime by creating a personal profile.
In your profile, you can save your personal details, credit card details and view your transaction history.
To register, click on the Register button on the Powertime page. Upon registration, you will receive an email to authenticate yourself and activate your account. Once authenticated, enter your username and password to login into your profile and buy.

Q: How much does it cost to use the Powertime Service?

R: Powertime is a value added service provider. Our services are bundled and include credit card payment, PowerStream monthly usage reporting, Online usage dashboards, Virtual Meter credit estimates and low credit alerts. For certain municipalities, specific service charges may apply depending on commercial terms with the municipalities, for which Powertime must recover its costs. Therefore, depending on your municipality, Powertime may charge between 0% to 5% VAT inclusive of the transaction value. The service charge is clearly displayed as a separate Powertime invoice.

Q: I did not receive an activation email - what do I do?

R: Several email clients or internet providers filter emails and there is a low probability that the Powertime email confirmation email ends in a Junk box. If you did not receive your activation email within 10 minutes of creating your account, email support at support@powertime.co.za – they will manually validate your account.

Q: What are Powertime's hours of service?

R: The Powertime service is up 24/7/365. We occasionally have system maintenance procedures running through the night during which the service may be temporarily offline. Powertime support is active via agents on shift who strictly take email calls. Emails will be answered within 24 hours. From time to time, support agents may contact you or call you back on request.

Q: Can I use the Internet service even though I don't have an iPhone, BlackBerry, Nokia or Android phone?

R: Yes, you can purchase from internet on www.powertime.co.za or from your cell phone browser. Our site can be accessed via any GPRS enabled cell phone. Powertime now also support SMS vending.

Q: Can I see my transaction history?

R: Yes, we keep a history of all tokens purchased on Powertime. You can click on the View History button to view and email/SMS tokens.

 

CREDIT CARD MANAGEMENT AND SECURITY

Q: How do I know that it is safe to use my credit card on the website or on the phone?

R: Your credit card information is encrypted and stored in a secured vault hosted at an accredited third party provider complying with the most stringent standards in the industry (PCI standards) required by all major banks.

Q: What cards do you support?

R: Powertime supports Diners, Visa, Mastercard credit cards as well as Nedbank, Standard Bank, You Bank and Post Bank debit cards linked to Vodacom or MTN cell number.

Q: I cant add my debit card and I receive an error message about my expiry date numbers. What can I do?

Your debit card is probably not supported. We only support Nedbank, Standard Bank, You Bank and Post Bank debit cards linked to MTN or Vodacom cell number. You can however make an EFT payment by selecting Powertime as a beneficiary and your username as a reference. Our bank details are:

ABSA
Account Name: Powertime Prepayment
Account Number: 4072722816
Account Type: Cheque
Branch: San Tyger (Branch code 632005)
Upload your proof of payment on the Powertime website or email it to
support@powertime.co.za. Your wallet will be credited and you will receive an email notification. This credit is available to purchase prepaid electricity and airtime from the Web site or from any of our mobile apps.

Q: Can I add several credit cards onto my profile?

R: Yes, you can add several credit cards to your profile. Just click on Manage cards and add your credit cards. Note that Powertime credit control rules will apply and your card and limit will be approved based on your purchase history.

Q: When do I need to submit a copy of my ID and credit card details?

R: In order to protect its customers, Powertime may require that you send a copy of ID and front of the card. This is a security measure to prevent online fraud.

Q: How do I change/update my card details when they are incorrect or the card has expired?

R: On Powertime, you cannot edit card details. To make any changes, you must remove the old card and add it again with the correct details.

Q: Can I use Paygenius services if I don't have a credit card?

R: Yes. You don't need a credit card to use Paygenius payment services. The Paygenius wallet can be loaded via credit card, debit card or EFT [Electronic Fund Transfer].

Q:  I received several sms from my bank that my card was debited, but I only made one transaction?

R: When you order tokens from Powertime the following process takes place:

  • We reserve the funds from your card. You may receive an sms from your bank when this occurs. The money is still in your account, but is not available to you.
  • We order the token from the municipality.
    If this is successful, we collect the funds and deliver the token to you.
    If this is not successful, we reverse the reservation of funds. This process can take up to 5 days. This is a limitation of the banks' credit card processing system.
  • If the fund reservation has not been reversed after 5 business working days, please contact support.

TROUBLESHOOTING

Q: Why can't I change my username?

R: Your username is unique and linked to your profile.

Q: Why can't I purchase more than the maximum limit amount?

R: Powertime applies credit ratings to its customers based on their purchase history. Your purchase limit will therefore evolve automatically over time on this basis. If you feel your limit is still not adequate, please contact Powertime Support at support@powertime.co.za .

Q: Why is my monthly limit R278?

R: The R278 limit is for the first 24 hours (giving us enough time to verify your details with our bank) thereafter it is automatically increased to R1000 per month.

Q: Why can't I buy for less than R20 amount?

R: This is the minimum charge rate when purchasing electricity.

Q: I got an error when trying to purchase, what must I do?

R: First, check your history and look for the latest token. If the token is not there, wait a while before trying to purchase again as there might be delays in the network. If unsure, please email support@powertime.co.za.

Q: What is a pending reversal?

R: A pending reversal is when your transaction times out and the funds have been reserved. Once the pending reversal is resolved, the bank will reverse the reservation of funds and your card will not be charged.

Q: Why are my credit card details deleted when I reset my password?

R: We delete your financial information for security reasons to preserve the confidentiality of your credit card details, as your password could be reset by a third party without your knowledge. 

Q: Why can't I create another profile with an email address linked to an existing profile?

R: Your email address is unique so we recommend that you keep a unique profile on Powertime. If you forgot your password, please reset it or contact support. You can add several meters and several cards to one profile. Contact support@powertime.co.za for further assistance.

Q: What happens if I forget my security answer?

R: Please send a copy of your ID along with your username to support@powertime.co.za in order to reset your password.

Q: Why is my profile blocked?

R: Your profile could be blocked because you have reported to your bank your card as lost or stolen and used it to purchase on Powertime. Contact support@powertime.co.za if this occurs. To add your new credit card, simply go to the Manage Cards section, remove the old card and add the new one.

Q: Why is my profile locked?

R: A profile is locked after the user has entered the incorrect password three times. Please contact support@powertime.co.za if you get this problem.

 

ABOUT ELECTRICITY PREPAYMENT

Q: What are the areas supported and what do I do when my meter is not supported?

R: First check the list of supported areas. If it is supported and you still cannot register, email us at support@powertime.co.za or fax your query to 0865744654.

If it is not supported contact your municipality and talk to them about Powertime!

Here's the list of supported areas/networks:

-         Actaris Sub-Vending

-         Bergrivier

-         Blue Crane Municipality

-         Breede Valley Utility

-         Brits/Madibeng

-         Cape Town

-         CashPower / Bela  Bela

-         CENTLEC (Pty) Ltd

-         CitiQ

-         City Power

-         CITY PROPERTIES

-         Danielskuil/kgatelopele

-         Drakenstein

-         Ekwesi

-         Ekurhuleni/Boksburg

-         Emalahleni

-         Emfuleni

-         Ermelo

-         Eskom

-         Ethekwini

-         Ga-Segonyana Municipality/Kuruman

-         George Municipality

-         Govan Mbeki Municipality/Secunda

-         Ikwezi

-         Kimberley/SolPlaatje

-         KNYSNA Utility

-         Kokstad

-         Landis Prepayment

-         Lekwa

-         Lesedi Municipality

-         Marblehall

-         Matlosana/Klerksdorp

-         Merafong

-         Meter Mate

-         Metsimaholo

-         Midvaal

-         Mogale City/Krugersdorp

-         Mpofana

-         MSI METERING SERVICES INTERN

-         Mthonjaneni

-         Mussina

-         Ndlambe

-         Nxuba

-         PECMetering

-         Polokwane

-         Power Measurement Distribution

-         Prepaid Utilities World

-         Prepaid Meter

-         Randfontein

-         Rustenberg Municipality

-         Saldanha Municipality

-         Sasolberg

-         Stellenbosch Municipality

-         Sundays River

-         Theewaterskloof

-         Tshwane

-         uMhlathuzi Municipality/Richards Bay

-         uMlalazi/Eshowe

-         Witzenberg

Q: How can I buy electricity via SMS?

R: First, you must configure your account for SMS purchase:

Log into your Powertime account on the website and select the purchase via sms tab in your profile to set up your phone for sms purchasing.

Select Card and Meter, enter your mobile number and a four digit PIN number.

Note that you cannot configure the SMS purchase functionality from the mobile apps. You must do it from the website.

Once you have registered on the site for SMS purchase, simply send a SMS to 34636 with your PIN and the amount you would like to purchase.

For example: SMS "1234 100" to purchase R100 of electricity for your selected meter. (Where 1234 is your security PIN)

Q: I get a "Connection to vending server times out" message, what does it mean?

R: The process of generating electricity tokens on line goes through a complex process involving a number of systems. From time to time, your Municipality's Vending System may be unavailable or saturated (this typically happens on peak traffic times such as Friday late afternoon), preventing the transaction to go through. Just try again later or contact support@powertime.co.za.

Q:  What is fixed charges?

R:  Every Utility usually applies a fixed charge, typically charged once a month. This fixed charge is usually calculated with a time based daily charge. It is calculated on the number of days elapsed between the time you are buying and the last time you bought electricity for your meter at any retailer. Powertime only acts as an agent and is obliged to apply whatever fixed charge calculated by the customer's respective Utility Vending System.

Q: Can I add several meters on to my profile?

R: Yes, you can add several meters to your profile. Just click on Manage meter and add the meter number. Note that Powertime credit control rules will apply and your meter and limit will be approved based on your purchase history. Email support@powertime.co.za if you require assistance.

 Q: Who do I contact when my meter address is incorrect?

R: Please contact your respective municipality to correct the address of your meter.

Q: Can I purchase more electricity when I reach my monthly limit?

R: No, but you are welcome to email support@powertime.co.za to get your account credit limit reviewed – this may require you providing documents such as ID or Passports.

Q: What do I do in the event that I change my mind about purchasing a certain amount of electricity?

R: Once you have submitted the amount, it cannot be reversed as municipalities do not allow any reversals. The customer takes responsibility for the purchase amount submitted.

Q:  What is debt recovery?

R:  Certain municipalities will use a portion of the money a consumer pays towards a prepaid electricity token to pay off that customer's debt to the municipality instead. Debts such as rates and water may be included. This will be clearly indicated on your receipt. Powertime only acts as an agent and is obliged to apply whatever debt recovery calculated by the customer's respective Utility Vending System.

Q:  What do I have to do to qualify for FBE tokens?

R: Utilities applies different tariffs to customers based on certain criteria. Certain customers are eligible for Free Basic Electricity (FBE) tokens based on the rules of their respective Utility. This typically occurs once a month on your first purchase. FBE tokens can be obtained by eligible customers from buying on Powertime.

Q: What do I do in the event that I purchase for the wrong meter on my profile?

R: Once you have purchased a token for a meter, it cannot be reversed as municipalities do not allow any reversals. The customer takes responsibility for the purchase.

 

ABOUT AIRTIME PREPAYMENT

 Q: What does it mean when my 'risk profile' is too high to purchase airtime or my account 'needs to be updated'?

R: Contact support@powertime.co.za and they shall review your purchase history. Based on history, they shall update your profile to allow you to purchase airtime. This may require you to fax or scan through a copy of your ID or passport.

Q: What must I do if the airtime is out of stock?

R: You can contact support@powertime.co.za and ask them to restock a specific denomination. Powertime check stocks frequently and stocks should be replenished within one or two hours.

Q: What do I do if the Airtime pin voucher is invalid/expired?

R: Contact support@powertime.co.za and they shall investigate it for you.

 

Q: What if I have feedback or questions about the Powertime Website?

We are very interested in hearing from our customers.

 Please submit feedback and/or questions to support@powertime.co.za.

Q: Can I become a Powertime Ambassador ?

Powertime is actively seeking local ambassadors all over South Africa. If you are interested in helping us grow the Powertime brand, contact us at career@powertime.co.za.