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Frequently Asked Questions

If you require assistance with any topic not covered here, please contact our support team at support@paycity.co.za or on 087 237 7011

General

If a credit has been loaded to your account you will notice that as soon as you have added any item to your basket there will be a credit available to the value and are able apply the credit note to your payment by clicking the “use credit” button.  The credit amount will then be deducted from your total amount due.  If there is still a balance payable after applying the credit you can then select your preferred payment method and continue with the payment as normal.

To view any credits on your profile you can navigate to the “Payments and Credits” option on your drop down profile menu, you can do this by clicking on your username in the top right hand corner of the screen to see the drop down menu.


You will then see a list of all your payments and any credit notes that have been allocated to your profile as well as the status of these.  If you click on the icon with the eye it will display the details of the credit note.


When viewing the details of the credit note you will be able to see the original credit note amount, the remaining value should the total value not have been redeemed and the status of the credit note. If you have requested a refund for the credit note you will not be able to use the remaining value of the credit note.

If you would like to request a refund for the credit note or for a partial amount that is unused on the credit note you can click the “Request Refund” button and follow the prompts in order to request a refund.  This is found in the credit note details screen, in the “Payments and Credits” section of your profile. 


To navigate to the “Payments and Credits” option on your drop down profile menu, you can do this by clicking on your username in the top right hand corner of the screen to see the drop down menu.

For fine payments it is free to view your fines.  There is a convenience fee of R10.00 per fine paid.  

You can also choose to upgrade your payCity service to receive additional services such as; new fine reminders, licence expiry reminders, managing multiple ID numbers on your profile as well as paying no convenience fee when paying a fine.

For prepaid utilities and municipal account payments there are no additional fees charged by payCity.
Credit and debit card payments for Mastercard Visa card 

Ozow - Instant EFT.  This is available for ABSA, Capitec, FNB, Nedbank, Standardbank and Investec clients.
Simply click the "login" button and you will see a link to "reset Password" below the login button. 

You will then receive an email to your registered email address with a link that you can click on to reset your password. 
If you need to update your email address please conatct the helpdesk and they will assist you with this. 

View and Pay Infringements

In order to pay your fines on the website or App you will need to add your ID/ BRN/ Passport or Business Certificate number under the traffic fine services.  When navigating to the traffic fine service a lookup will then be performed against this to find any fines that have been issued.
We currently offer fine viewing and payment services for the areas listed the below.  If you have the notice number and would like to check if it is supported before registering click here
to check if it is for an area that we cover. 

City of Cape Town
Ekurhuleni Metro
Emfuleni (Vanderbijl Park and Sebokeng)
Emthanjeni
George
Hessequa
Johannesburg Metro Police Department
Knysna Municipality
Laingsburg
Mpumalanga Province
Mpumalanga Province
Oudtshoorn (Viewing Only)
Paarl
Tshwane
Ubuntu
Ulundi
Umsobomvu
Not all fines are able to be retrieved against a passport number but if you know the notice number you will be able to enter this to view the fine details.  If you would like to make a payment for a fine that is not able to be retrieved against your ID you will need to contact the helpdesk and they will assist you to verify your account that you can make a payment. 
Most issuing authorities who are using the Criminal Procedure act issue fines against the owner, driver or proxy's Identity number.  For AARTO fines for an individual they are issued against an identity or passport number.  For companies they are issued against the Business Registration number that is issued by Natis to the company. 
The payment is sent through in real time to the issuing authority so the fine will be finalised immediately.  If there are any issues in connectivity to the back end system these will be automatically retried and if unsuccessful we have a reconciliation process that runs the next day that will finalise any fines that were not able to be settled automatically.
A change of offender can be done for the offense with the issuing authority of the fine, if you require more information on how to go about doing this contact the payCity helpdesk and they can also assist you with the contact details for the relevant authority to send the documents to. 
You will need to submit a representation with the issuing authority of the fine, if you require more information on how to go about doing this contact the payCity helpdesk and they can also assist you with the contact details for the relevant authority to send the documents to.
Your vehicle or drivers licence can only be blocked if an admin mark has been loaded against it for a warrant issued or if there is an outstanding enforcement order.  Once these have been paid the block will be lifted. 


You will need to submit a request with the issuing authority of the fine.  The public prosecutor will then review your request and based on the merits of the requests will then either decline the request or grant a reduction.  Once the prosecutor has madde their decision the result will be sent back and captured on the contravention management system.  Once it has been captured the reduced amount will then display on payCity.

If you require more information on how to go about doing this contact the payCity helpdesk and they can also assist you with the contact details for the relevant authority to send the request to. 

Vehicle Licence Renewals

Once you have captured your vehicle details, your vehicles will appear in a list on the website and when the vehicle is 6 weeks or less from renewal you will be able to submit your application to renew. 

On Starting your application you will be required to capture the delivery address where you would like your disc to be delivered and upload the relevant documents as required by the Registering Authority where your vehicle is licenced. These will be displayed to you in the application. 

Once this is completed wee will calculate a quote for your vehicle licence renewal and display a breakdown of the fees. 

Should you proceed with the payment our admin team will then confirm the application details and submit the application to the registering authority for processing. 

When your vehicle licence renewal is returned we verify the fees and will calculate if there are any refunds / additional fees due to you and prepare your disc to be dispatched.  If there are any refunds/ additional fees due or if your disc failed to print we will communicate this to you so that we can assist in resolving.

Your vehicle licence renewal will be delivered via courier to you.  The whole process take on average 5 - 12 business days for deliveries to main centres and 7 - 14 business days for regional or remote deliveries. 
We can currently only renew vehicles that are registered in Gauteng - the entire province and vehicles registered in the Cape Town Metro.  We will be adding more areas in the near future.

Vehicle Licence Fee

This is the licence fee that is charged by the Department of Transport 

Late department penalty

This is the penalties applied by the Department of Transport if your licence and grace period has expired. 

Convenience/ Renewal Fee

This is the service charge payCity charges to process your vehicle licence renewal on your behalf. 

Extra late service fee

If your licence is more than a month expired we charge an extra fee to process your renewal to cover for the additional administration involved.


Please note that the fee that we quote you for the renewal fees and penalties are an estimate.  These may vary slightly when the renewal is processed.  Our administrators also verify the information captured against your licence disc and if any information is captured incorrectly this can also cause a discrepancy in the quote.

If your vehicle licence expired between the 26 March 2020 and 31 May 2020 the validity of your vehicle licence has been extended 31 August 2020.  

Your vehicle or drivers licence can only be blocked if an admin mark has been loaded against it for a warrant issued or if there is an outstanding enforcement order.  Once these have been paid the block will be lifted. 

Other items that can block your vehicle licence are other unlicenced vehicles and where a roadworthy is required.
You can enable or disable reminders on your profile or select the type of reminders you would like to receive by going to your profile and selecting notification settings.
Notifications for vehicle licences are free and there is no limit on the number of vehicles you can add. 

The other notifications are part of our paid for service and are subject to certain limits.
If you go to your profile you will see a section called notification history, here you will see a history of all notifications that have been sent and you will be able to view them and resend the email notifications that have previously been sent to you.

Prepaid Electricity

Once you have registered you can simply login and go click on the Prepaid Utilities icon and you will be able to "Add  Meter" this you to select the meter type and add a description to make it easier for you to tell which metr it is if you have multiple meters.  You can then enter the meter number and this will be verified and after you have confirmed the details that were returned you will see the meter in your list of meter/s that you can purchase for. 

You then simply need to enter the amount you wish to purchase, click the trolley icon and confirm the purchase.  You can then go to the trolley icon at the top of the page if you are done in order to select your preferred payment method and make payment.  Once a successful payment has been made you will be emailed the receipt and your prepaid utility token that you need to enter into your meter.  You can also view receipts and tokens under your transaction history in the profile section of the site. 
We currently offer Prepaid Utility purchases for the below municipalities and private utilities. If you are unsure click here
to check if your meter is supported by us.

Applied Metering
Breede Vallei 
BVtechSA
Edumbe
Emthanjeni Municipality
Eskom
Gems Utilities
Ikapa Power Management
Kannaland Municipality
Langeberg Municipality
Lekwa Municipality
Letsemeng Municipality
LIC
Makana Municipality
Matjhabeng Municipality
MSI
Nama Khoi
Newcastle Municipality
PEC
PEC Bloemfontein
PEC Gauteng
Polokwane Municipality
Power Measurement and Distribution
Prometer 
Ratcom
Recharger
Reticulation network management
Simplified Power
Smart e Power
Speedy Properties
Sphera Utilities
Stellenbosch Municipality
Swellendam Municipality
Triple M Metering Services
U Vend
Unique Solutions Prepaid
Utility Revenue Systems 
UU Solutions
V&A Marina
Vula
World Focus
Yes you can add more than one meter to your account, in the Prepaid Utilities section you can click the "Add Meter" button and once verified you will see a list of your meters that you are able to purchase for.
If you did not receive an SMS or email with your electricity token after successful payment please contact our helpdesk and they can assist you in checking if a token was generated or if there was a problem on generation they can re-generate the token for you after confirming successful payment. 

Bill Payments

Once you have registered you can simply login and go click on the Municipal Accounts icon and you will be able to "Add  Bill" this will allow you select the municipality who issued the bill and then enter the account number that your payment can be allocated to the correct account.

You will then see a list of bills that you have added and can select to pay one or multiple bills by entering the amount and clicking on the trolley icon to add it to you basket.  You can then select your preferred payment method and after a successful payment you will be emailed the receipt.  You can also view receipts under your transaction history in the profile section of the site.  
We currently accept municipal account payments for the following areas: 

City of Cape Town
eThekwini Municipality
Nama Khoi Municipality