If an error occurs during payment, we may ask you to send us proof of payment. This could happen if you perhaps made use of the incorrect reference when paying or if there is a delay in the payment reaching us from the bank. In such cases, we need to review the proof of payment to resolve the matter as promptly as possible.
A valid proof of payment needs to be a document from the bank that shows the following recipient's details:
- Bank name
- Branch code
- Account number
- Payment reference used
- The amount paid to the recipient
Read this article to find out where you can find your proof of payment.
Please note that SMS notifications are not a valid proof of payment. Submitting one as such will further delay the resolution time.