1. Which ATM can I use?
You can withdraw money from any ATM. However, if it is not an EasyPay Everywhere or EasyPay Cash ATM, you will be charged higher fees.

2. How do I use the ATM?

• Simply insert your EasyPay Everywhere card into the card reader.
• Use your fingerprint at ATMs to verify you are the card holder. At all other ATMs you will need to enter your 4-digit PIN.
• Once your fingerprints or PIN has been verified you can choose to withdraw money, check your balance, or perform any other ATM function available.

3. Why do some balance enquiry slips show an “Actual Balance” and an “Available Balance”?

• When a bank cardholder does a transaction at an ATM or on a Point of Sale terminal, the device sends a message to the cardholder's bank for authorization of the transaction being requested.
• The value of the transaction is "reserved" so that the cardholder cannot spend money that has already been used.
• The "Available Balance" is the amount that the cardholder has available to spend.
• The "Actual Balance" includes the amount for transactions which have been authorized but for which the cardholder's bank has not yet received notification of the success of the transaction.

4. How much can I withdraw per day at an ATM?
There is a transactional limit of R5,000 per day for EasyPay Everywhere clients, which means you can withdraw R5,000 at an ATM if you haven’t used your card to do any other transactions that day.

5. What must I do if the ATM swallows my card?

• Call the EasyPay Everywhere Contact Centre to block your card immediately: Call 0860 994 162.
• Go to the nearest EasyPay Everywhere branch to do a card replacement.
• Remember: If you key in an incorrect PIN at an ATM, your card will be swallowed if you enter the wrong PIN 4 times – usually, the card will be locked at the 3rd attempt and swallowed at the 4th attempt.
• Every time you enter an incorrect PIN, you will incur a fee if it is not an EasyPay ATM.
• It is better to reset the PIN at your nearest EasyPay Everywhere branch than to lose the card in an ATM.

6. What if the ATM does not pay out?
EasyPay Everywhere Customers

• You must keep the slip from the ATM as this contains important information required to lodge a dispute with the ATM's acquiring bank.
• You must contact the Contact Centre (0860 994 162) to report the incident. A call reference number will be allocated to the query logged.

The findings of the investigation will be communicated to you before the call is closed by the Contact Centre Agent.

Non- EasyPay Everywhere customers

• If you are not an EasyPay Everywhere account holder (i.e., your account is with a different bank) you will need to lodge a dispute with your bank.

7. What is an “ATM dispute”?
An "ATM dispute" is a case logged by an ATM's acquiring bank if the client logs a call because the ATM dispensed funds incorrectly or not at all.

8. How long does it take for an ATM dispute to be settled?

• The ATM's acquiring bank has up to 7 working days in which to investigate the dispute. If they find that their ATM did not pay the client, this money will be refunded (this takes a further 8 days).
• If, however, the investigation reveals that the client received the funds the dispute will be rejected.

1. What is an EFT debit?

• An EFT Debit/Credit is a facility offered by all commercial banks that allows corporate or businesses to credit or debit clients’ accounts at any commercial bank. These credit or debit requests are routed via BANKSERV for processing. These transactions can be revoked within 40 days.
• There may be more than one EFT debit coming off your account per month.

2. How can I dispute an EFT debit on my account?
You must log a call with the Contact Centre via one of the following channels:

• Phoning the Contact Centre’s share call number directly: 0860 994 162
• Reporting the issue at a EasyPay Everywhere branch

You will need to provide the following information to log a call:

• Name and surname.
• ID number.
• Contact number.
• Details about the dispute – including:
• Amount.
• Debit details (reference number printed on the statement/slip).
• Month that the debit was applied to the account.
• Reason for the debit dispute.

1. What is the difference between Online, Mobile App and USSD Cellphone banking?

• Online banking (also known as Internet banking) is when you access and transact on your account via an Internet browser, using your desktop or laptop computer.
• Mobile App banking is when you access and transact on your account using an application (either through Google Play or Apple Store) that you’ve downloaded on your smartphone. Mobile App banking uses data.
• Cellphone banking (also known as USSD banking) is when you access and transact on your account by dialing a USSD code and then following the menu prompts. Cellphone banking uses airtime.

2. Why do I need to biometrically activate Online and Mobile App banking?
Using your fingerprint to activate your Online, Mobile App and USSD cellphone banking ensures that no fraud can take place on your account. Only you can decide to use the functionality to access and transact on your account.

3. Where can I activate Online, Mobile App and/or USSD Cellphone banking?
At enrolment you will be asked if you would like to activate Online, Mobile App and/or USSD Cellphone banking. If you do not activate it at enrolment, you can visit any EasyPay Everywhere branch or a EasyPay ATM to activate it later.

4. How do I activate Online, Mobile App and/or USSD Cellphone banking at an EasyPay ATM?

• To activate Online, Mobile App and/or USSD Cellphone banking, you must take your EasyPay Everywhere card and mobile device with your registered mobile number to an EasyPay ATM.
• At the EasyPay ATM you will be asked to key in your mobile number and a One-Time PIN will be sent to your registered mobile number, which you must then enter into the ATM to verify that you would like to activate Online/Mobile App/USSD Cellphone banking.
• Once complete, you will receive a receipt confirming that Online/Mobile App/USSD Cellphone banking activation has been successfully completed.

5. How do I register for Online banking once I have biometrically activated it?
Once you have successfully activated Online banking, you can follow these easy steps to register and log in:

• Go to https://www.epe-online.co.za/
• Select Register
• Enter your ID Number, 16-digit EasyPay Everywhere card number, EasyPay Everywhere card PIN and your email address.
• Enter the OTP number sent via SMS to your registered mobile number.
• Create a username and password and agree to the EasyPay Everywhere terms and conditions.
• You are done and can now log onto Online banking.

NB: You only need to register on either the online banking or the mobile app. You do not need to register on both. Once you have registered on the app you will be able to login into the app using the same login details and vice versa.

6. How do I register for Mobile App banking once I have biometrically activated it?
Once you have successfully activated Mobile App banking, you can follow these easy steps to register and log in:

• Download the EasyPay Everywhere Banking app from your app store.
• Open the app and select Register.
• Enter your ID Number, 16-digit EasyPay Everywhere card number, card pin and your email address.
• Enter the OTP number sent via SMS to your registered mobile number.
• Create a username and password and agree to the EasyPay Everywhere terms and conditions.
• You are done and can now log into your mobile banking app.

NB: You only need to register on either the online banking or the mobile app. You do not need to register on both. Once you have registered on the app you will be able to login into the app using the same login details and vice versa.

7. How do I register for USSD Cellphone banking once I have biometrically activated it?
Once you have successfully activated USSD Cellphone banking, you are automatically registered. Follow these easy steps to log in:

• Dial the USSD code *120*3737# from your registered mobile number.
• Enter your EasyPay Everywhere card PIN
• Follow the prompts.

8. How do I deregister Online, Mobile App and/or USSD Cellphone banking?
You can deregister from Online, Mobile App and/or USSD Cellphone banking by using one of these channels:

• At any EasyPay Everywhere branch
• At any EasyPay ATM
• Using the Deregister option on your Online banking.
• Using the Deregister option on your Mobile banking app.
• Using the Deregister option on your Cellphone (USSD) banking.
• Call the EasyPay Everywhere contact centre to deregister: 0860 994 162.

9. What happens if I forget my password or username?

• If you have forgotten your password or username, simply open your Online banking select ‘Forgot password’ or ‘Forgot username’ from the login page.
• You will be prompted to re-enter your ID Number, 16-digit EasyPay Everywhere card number, card PIN and your email address.
• An OTP (“One-Time PIN”) will be sent to your registered mobile number, and you will be able to reset your username and password.
• Please note, you will only be able to change your password using the EasyPay Everywhere Banking App.

1. How do I make a Once Off EFT payment?
1.1 Online Banking
You can choose to make a once Off EFT payment from your Online banking. Once logged in, navigate to the Payment dashboard page, and follow these steps:

• Select Once Off Payment.
• Enter the all the recipient details. Make sure you double-check all information is correct before you click Continue.
• You will be sent an OTP to your registered mobile number.
• Enter the OTP and confirm that you would like to proceed with the payment.

1.2 Mobile App
You can choose to make a once off EFT payment from your Mobile banking app. Once logged in, navigate to the Pay icon, and follow these steps:

• Select EFT payments.
• Select Once off payment.
• Enter the all the recipient details. Make sure you double-check all information is correct before you click continue.
• You will be sent an OTP to your registered mobile number.
• Enter the OTP and confirm that you would like to proceed with the payment.

2. How do I add a new beneficiary?
2.1 Online Banking
You can choose to add a beneficiary from your Online banking. Once logged in, navigate to the Beneficiaries dashboard page and follow these steps:

• Select Manage Beneficiaries
• You can then choose to add a beneficiary.
• Enter all the details of the beneficiary. Make sure you double-check all the information is correct before you click Continue.
• You will be sent an OTP to your registered mobile number.
• Enter the OTP and confirm that you would like to add the beneficiary.

2.2 Mobile App
You can choose to add a beneficiary from your Mobile banking app. Once logged in, navigate to the pay icon, and follow these steps:

• Select EFT payment.
• Select beneficiaries.
• You can then choose to add a new beneficiary.
• Enter all the details of the beneficiary. Make sure you double-check all the information is correct before you click Continue.
• You will be sent an OTP to your registered mobile number.
• Enter the OTP and confirm that you would like to add the beneficiary.

3. How do I edit or delete an existing beneficiary?
3.1 Online Banking
Navigate to your Manage Beneficiaries dashboard. From the list choose the beneficiary you would like to edit or delete by selecting the corresponding icon next to their name – the trash can icon is to delete a beneficiary and the pen and paper icon is to edit a beneficiary’s details.
3.2 Mobile App
You can choose to delete a beneficiary from your Mobile banking app. Once logged in, navigate to the pay icon, and follow these steps:

• Select EFT payment.
• Select beneficiaries.
• Choose the beneficiary you would like to delete and click the delete button.

4. What are bill payments?
A bill payment is a secure electronic transfer that enables an EasyPay Everywhere client to pay bills such as municipal accounts, retail accounts and telephone accounts for example.

5. How do I pay my bills?
5.1 Online Banking
You can make a bill payment using your online banking by following the below steps.

• Navigate to the payment’s dashboard select Bill Payments.
• Enter the details of the company you would like to pay and how much you want to pay.
• You can choose to make a once-off bill payment or save the bill for recurring bills.

5.2 Mobile App (“EasyPay Everywhere Banking App”)
You can make a bill payment using your mobile app by following the below steps.

• Navigate to the pay icon in your app.
• Select bill payments.
• Enter the details of the company you would like to pay and how much you want to pay.
• You can choose to make a once-off bill payment or save the bill for recurring bills.

1. What is prepaid?
The Prepaid option allows you to purchase prepaid airtime, water and electricity from either your Online, Mobile app or USSD Cellphone banking.

2. How do I buy prepaid airtime?
2.1 Online Banking
Navigate to your prepaid dashboard, select Prepaid Airtime, and provide the following details:

• Mobile network for which airtime is required.
• Amount of airtime required.
• Mobile phone number for which airtime is required.

You can choose to buy airtime for yourself or for somebody else and you can save a prepaid airtime beneficiary for recurring purchases.
2.2 Mobile App
Navigate to buy icon, select Airtime, and provide the following details:

• Mobile network for which airtime is required.
• Amount of airtime required.
• Mobile phone number for which airtime is required.

You can choose to buy airtime for yourself or for somebody else and you can save a prepaid airtime beneficiary for recurring purchases.

3. How do I buy prepaid electricity?
3.1 Online Banking
Navigate to your prepaid dashboard, select Prepaid Electricity, and provide the following details:

• Meter number for which electricity is required.
• Electricity type required.
• Amount of electricity required.

You can choose to buy electricity for yourself or for somebody else and you can save a prepaid meter for recurring purchases.

3.2 Mobile App
Navigate to the buy icon, select Electricity/ Water, and provide the following details:

• Meter number for which electricity is required.
• Electricity type required.
• Amount of electricity required.

You can choose to buy electricity for yourself or for somebody else and you can save a prepaid meter for recurring purchases.

4. Can I delete or edit a prepaid airtime or electricity beneficiary?
Yes. You do this by viewing your beneficiaries on the prepaid airtime or electricity pages, then selecting either the trash can icon to delete the beneficiary or the pen and paper icon to edit the beneficiary’s details.

1. How do I view my balance?
You can view your account balance in the following ways:

• Visit any EasyPay Everywhere branch.
• Logging into your Online banking
• Using the Mobile banking app (“Balance Peek” is available on the EasyPay Everywhere Banking app)
• Dialing the USSD cellphone banking code
• View balance at any EasyPay ATM

2. How do I get a statement?
You can view and download your statement in the following ways:

• Visit an EasyPay Everywhere branch.
• Call the EasyPay Everywhere Contact Centre: 0860 994 162
• Log into your Online banking
• Use the EasyPay Everywhere Banking app
• Dial the USSD cellphone banking code

3. How do I deposit funds into my EasyPay Everywhere account?
How To Make a Deposit

• An EasyPay Everywhere customer can request to deposit money into their EasyPay Everywhere account at PEP, using their unique EasyPay Bill Payment number on the back of their EasyPay Everywhere card.
• Customers can also make a cash deposit at any Pick n Pay or Shoprite Group

Where Can you Make a Cash Deposit (check fees below)
Customers can make cash deposits at the following participating retail partners:

• Option 1: PEP Stores, at a till in-store
• Option 2: Pick n Pay, including Express, Clothing and Liquor stores, at a till in-store
• Option 3: Shoprite Group, including Checkers Hyper, Checkers, Shoprite and Usave stores, at a till in-store or at a Money Market counter

How Much Does It Cost?

• PEP: Cash deposit done at retailers (PEP Stores) cost R0.66 per R100
• Pick n Pay accepts customer deposits at R19,95
• Shoprite Group accepts customer deposits at R19,95

4. My EasyPay Everywhere card was lost or stolen, what must I do?

• The first thing you must do is to block your card.
• Contact the EasyPay Everywhere Contact Centre on 0860 994 162 to block the card or block it yourself using the cellphone banking USSD string: *120*3737#.
• You can replace your EasyPay Everywhere card at any EasyPay Everywhere branch.

5. I forgot my card PIN or my PIN is blocked, how can I reset it?

• If you have forgotten or blocked the PIN for your EasyPay Everywhere card you would need to reset it at your nearest EasyPay Everywhere branch or you can use an EasyPay ATM.

6. How much will I pay for this account?

• Your monthly account fee will be R7.50, however there will be additional transactional charges that you may need to pay.
• Take a look at our fees breakdown on the EasyPay Everywhere website.

7. I would like to close my EasyPay Everywhere account, what must I do?
If you do not want an EasyPay Everywhere account/card anymore, you can log a call to close your account:

• Contact the EasyPay Everywhere Contact Centre on 0860 994 162
• Send a text message/SMS to 49201 to request the account closure – an agent will contact you on the number from which you texted.

8. What do I need to do to get a replacement EasyPay Everywhere card (if my card is lost/expired)?
You can get a new/replacement EasyPay Everywhere card at any of our EasyPay Everywhere branches. Just bring along your mobile phone, on which you must be able to receive SMS messages and your ID (book or smartcard).

• Identity Document (RSA ‘green’ barcoded ID book or smart ID card)
• Note. If your card is expired, a replacement card is free. If your card is lost/stolen, a new card fee applies.