If your account got suspended, it’s likely because we didn’t receive payment by the invoice due date. This article explains why your service might still be suspended even after making a payment. We’ll break down common reasons for post-payment suspensions, like processing delays or verification steps. By understanding these issues, you’ll be better equipped to troubleshoot and reactivate your account promptly. Our goal is to make the process as clear and straightforward as possible, ensuring you can enjoy uninterrupted service after resolving any payment-related concerns.

It’s possible that you have made the payment too late and it hasn’t yet reflected on our bank statement. Manual payments, meaning EFT, would normally take up to 3 working days to reflect in our bank account. 

EFT payments would also need to be manually allocated so this would mean that your account may be suspended  3-4 days before the invoice would be marked as paid.

Other reasons why this could happen :

• Your payment may not yet reflect on our bank statement. Please make allowance for transfer delays between financial institutions. 
• If your payment was made more than 3 days ago, it is possible that it was allocated to an older outstanding invoice. You may refer to the Invoice Payment Confirmation sent to you for all payment allocations.
• It is possible that your reference or the account number used was incorrect. Login to your customer zone to confirm your customer code and then contact our Billing department by calling us on 021 200 1200

INFO: Payment should be made to us no later than the first payment reminder. Payment should be received within the first 7 days of receiving your invoice.

TIP: Payments methods such as Credit card or Debit Order allows for automatic payment of invoices meaning that services would not be suspended due to late payments. Should you wish to update your payment method please click here