About the Powertime iPhone Application
Registering and using the Powertime service
Q: How to use Powertime services?
R: To use our services you must register with Powertime by creating your personal profile.
In your profile you will be able to save your personal details, credit card details and view your transaction history. To register, click on the Register button on Powertime’s front page. You will then receive an email to authenticate yourself and activate your account. Then to login into your profile, enter your username and password and enter.
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 – they will do a manual email confirmation.
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 can’t 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
- Breede Valley Municipality
- Blue Crane Municipality
- Blue Crane Route
- Brits
- Bethlehem
- Centlec (PTY) LTD (Bloemfontein)
- City of Cape Town
- City Properties
- Citypower (Johannesburg)
- Danielskuil Municipality
- Drankenstein Municipality
- Ekurhuleni
- Emalahleni
- Emfuleni
- Energy Intelligence
- ESKOM National
- Ermelo/Msukaligwa Municipality
- Eshowe Municipality
- Ethekwini/Durban
- Ga-Segonyana Municipality
- George Municipality
- Govan Mbeki Municipality
- Kgatelopele
- Kimberly Municipality
- Khara Hais Municipality
- KokStad
- Knysna Municipality
- Kuruman Municipality
- Lekwa
- Madibeng Municipality
- Maluti
- MeterMan
- Merafong/Carltonville Municipality
- Midvaal Local Council Municipality
- Mogale City Municipality
- Mosselbay Municipality
- Mpofana
- MSI METERING SERVICES
- Netvendor
- Newcastle Municipality
- Nxuba
- Nxumasi
- PEC Metering customers
- PEMS customers
- Polokwane Municipality
- Private Utilities customers
- Power Measurement Distribution
- Randfontein Municipality
- Richards Bay / uMhlathuze Municipality
- Rustenburg
- Saldanha Municipality
- Sol Plaatje/Kimberley Municipality
- Stellenbosch Municipality
- Tshwane Municipality (Pretoria)
- Qwa Qwa Municipality
- Theewaterskloof
Q: What are Powertime 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 agent on shift who strictly take email calls. Emails will be answered within 24 hours. From time to time support agent may contact you or call you back on request to support you.
Q: Can I use the Internet service even though I don’t have an iPhone, BlackBerry, Nokia or Andriod phone?
R: Yes, at www.powertime.co.za. Our site can be accessed via any GPRS enabled cell phone.
Q: What cards do you support?
R: Powertime supports Visa, Master and cheque debit cards carrying the visa and master card logo and Diners Club Card. We also support Standard Bank Debit cards that have a MTN or Vodacom number linked to it.
Q: How do I know that it is safe to use my credit card on the web site or even the iPhone, BlackBerry, Nokia or Andriod phone?
R: Your credit card is encrypted in an accredited third party provider complying with the most stringent standards in the industry (PCI standards) required by all major banks.
Managing the Powertime service
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 you wish to buy for. Note that Powertime credit control rules will apply and your meter and limit will be approved based on your purchase history.
Q: Can I add several credit cards on to my profile?
R: Yes you can add several credit cards to your profile. Just click on Manage cards and add the credit card you wish to buy with. 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: The first credit card will be activated without you having to submit copies of your ID and credit card. In order to protect our customers, Powertime requires that you send a copy of ID and credit card details when you add more than one credit card to your profile. This is a security measure.
Q: Can I see my transaction history?
R: Yes, we keep a history of the tokens you purchased on Powertime. You can click on the View History button to view and email tokens.
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.
Credit Card Fund Reservation
Q: I received several sms from my bank that my card was debited, but only made one transaction?
R: When you order tokens from Powertime the following process takes place:
- First 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. This ensures us that when we deliver you a token, we will get paid.
- Next, we order the token.
If this is successful we then transfer the funds from your account to Powertime’s.
If this is not successful, we reverse the reservation of funds. - Unfortunately, the only step which happens instantly is the reservation of funds. The transfer of money from your account to ours, or the reversal of the reservation, happens once a day only, at a particular time in the evening. A specific reversal can take up to 5 days to be processed. This is a limitation of the banks' credit card processing system, so there's nothing we can do to make these reversals happen instantly.
- Reserved funds, which have been reversed, will only be available again once the process above is complete.
- If the fund reservation has not been reversed after 5 business working days, please contact support.
Troubleshooting
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.
Q: I got an error when trying to purchase, what must I do?
R: First go check your history and see if the token is there, if not wait a while before trying to purchase again as the process of generating electricity tokens on line goes through a complex process involving a number of systems.
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 request has been sent to the bank for the reversal of the reserved funds, your card will not be charged.
Q: How do I change/update my card details when they are incorrect or the card has expired?
R: You are not able to edit card details. To make any changes you will need to remove the card and add it again with the correct details.Q: Why can’t I change my username?
R: Your username is unique and linked to your profile.
Q: Whom do I contact when my meter address is incorrect?
R: Please contact your respective municipality to correct your address.
Q: Why can’t I buy for less than R20 amount?
R: This is the minimum charge rate when purchasing electricity.
Q: Can I purchase more electricity, when I reach my monthly limit?
R: No, but you are welcome to contact support to get your account credit limit reviewed – this may require you providing documents such as ID or Passports.
Q: Why is my monthly limit R350?
R: The R350 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: 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 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.Q: Why are my credit card details deleted when I reset my password?
R: It is done 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 you keep a unique profile on Powertime. If you forgot your password, please reset it or contact support.
Q: What happens if I forget my security answer?
R: Please fax 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 your card lost or stolen at the bank and then try to purchase on the card when it has not been rectified with the bank. Please contact support if this occurs.
Q: Why is my profile locked?
R: A profile is locked after the user has entered the incorrect password three times. Please contact support if you get this problem.
About Prepayment Electricity
Q: What do I have to do to qualify to receive free 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 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 is fixed charges?
R: Every Utility usually applies a fixed charge, typically charged once a month. This fixed charge us usually calculated with a time based daily charge. Typically 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.
About Prepaid Airtime
Q: What does it mean my 'risk profile' is too high to purchase airtime or my account needs to be updated?
R: Contact support and they shall review your purchase history, based on that 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 and ask them when they shall receive more stock. Powertime checks stocks frequently and it should be stocked up within a hour or two.
Q: What do I do if the Airtime pin voucher is invalid/expired?
R: Contact support 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.