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

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

You can contact your municipality. Free water is offered by the municipality and they decide who qualifies. Not all municipalities offer free water.

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

Follow these steps to buy prepaid water:

• Log in to the Money app or Online Banking.
• Choose Buy from the Transact menu on the dashboard.
• Choose Buy prepaid and claim water and then Prepaid water.
• Enter your meter number or choose a meter number from your saved recipients.
• Enter the amount you want to buy.
• Select an account to buy from.
• Review your purchase and select Buy.
• You will then see the purchase success screen.

Follow these steps to claim free basic water:

• Log in to the Money app or Online Banking.
• Choose Buy from the Transact menu on the dashboard.
• Choose Buy prepaid and claim water and then Free basic water.
• Enter your meter number or choose a meter number from your saved recipients.
• Select Claim.
• 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 depends 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 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 you have received them.

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

Municipalities asked us to include this information. It helps to confirm that you are buying electricity for the right person.

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

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

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

Yes, the municipality will deduct these amounts where applicable.

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

• There is a failure on the side of your service provider, eg Vodacom or MTN.
• There are applications like Truecaller on your device that may block the SMS.
• The device has a dual SIM card and the number is not the same as the number the bank has on record.
• Your cellphone number changed but you have not updated it with the bank.