A payment reference number is the number you receive after having bought your voucher. You will see this number under your historic purchases once you have selected the transaction in question.

If you make a purchase using a current or a savings account, the money will be returned to your account. If it is through a credit card, the money will not be refunded automatically. You will have to call the Nedbank Contact Centre on 0800 555 111 for help.

You can contact your municipality. Free electricity is offered by the municipality, and they decide who gets it. Not all municipalities offer free basic electricity.

There is no set period on when you can claim – the municipality decides this. Some municipalities issue it at the beginning of the month while some offer it in the middle of the month. 

Follow these steps to buy prepaid electricity:

1. Log in to the Money app or Online Banking.
2. Choose Buy from the menu on the dashboard.
3. Choose Buy prepaid and claim electricity.
4. Choose Prepaid electricity.
5. Enter a meter number or choose a meter number from your saved recipients.
6. Enter an amount.
7. Select an account to buy from.
8. Review your purchase and select Buy.
9. You will see the purchase success screen. 

Follow these steps to claim free basic electricity:

1. Log in to the Money app or Online Banking.
2. Choose Buy from menu on the dashboard.
3. Choose Buy prepaid and claim electricity.
4. Choose Free basic electricity.
5. Enter a meter number or choose a meter number from your saved recipients.
6. Select Claim.
7. You will see the claim successful screen.

Yes, municipalities may deduct the full amount or a portion of the outstanding amount owed to them from your purchase amount. The process is dependent on the municipality and you will need to check with your municipality for more information on this. 

A key change token is what a municipality issues when updates on a meter are required. They can issue more than one key change token at the same time. You must enter these tokens in the order that you have received them. 

Yes. A municipality will issue a key change token when updates on a meter are required. They can issue more than one key change token at the same time. You must enter these tokens in the order that you have received them.

Yes, we charge a convenience fee. You can read our latest pricing guide here. 

The municipality asked us to include your information. It helps to confirm that you are buying electricity for the right person.

This is the amount you owe the municipality. Depending on the municipality, they may deduct the full amount or a portion of the outstanding amount.

Yes. Depending on the municipality, they may deduct the full amount or a portion of the outstanding amount.

There may be various reasons for this, such as the following:

• There is a failure on the side of the service provider, eg Vodacom or MTN.

• There are applications such as Truecaller on the device that block spam numbers.

• The device has dual SIM cards and the one in use does not have the number that the bank has. 

• Your cellphone number has changed but you have not updated it at the bank.

These are amounts charged by the municipality and may differ from one municipality to another. 

Yes, the municipality will deduct these amounts where applicable.