How can
we help?

We anticipate you will have a few questions, but feel free to search if we've missed any.

We understand how concerning it is when things don’t play out the way they should.

Pay@ is always on sides to sort things out and will do our best to facilitate an optimal outcome for all parties.

Please send all queries, and supporting documentation as specified below, to our Support team.

My payment is not reflecting in my account.

Depending on whether this was an online or in-person transaction, please provide the following details:

Online transaction:

  • Payment reference: the Payment Notification Letter, Pay@ reference number or Transaction ID number
  • Card number: The card number used to make this payment (The number reflected on your physical card, not your bank statement)
  • Date of transaction
  • Transaction amount
  • Name of Biller

Once our Support Team has all these details, we’ll find the transaction, send you a screenshot of the successful payment, and provide you with the Biller’s details so that you have all the info to resolve the payment allocation with the Biller. (Unfortunately, as we just provide the payment interface, this is as much as we can do.)

In-person transaction at a retailer:

A copy of the till slip reflecting the transaction information.

Our Support Team will then either use the Transaction ID or Pay@ reference number to search the back-end system, locate the transaction and provide you with a screenshot as evidence of a successful payment. You’ll also be informed as to how to contact the Biller to rectify the payment allocation.

When are you going to allocate my payment?

Support will provide screenshots from the system to search transactions between the customer, Biller or Network. The Biller will need to allocate the payment to the customer's account. Pay@ does not do payment allocations.

My DSTV is not connected, please help!

Kindly contact Multichoice (DSTV) directly on 011- 289 2222 or email

The system shows an incorrect amount entered, and I can’t complete the payment.

Go to the payment site to see if the reference is valid. If it isn't, you’ll need to contact the Biller directly.

I’m unable to make payment, the store has sent me away

The store checks if your reference number shows up on the system. If it doesn’t, it could mean that the Biler hasn’t updated the payment information on their side. Pay@ will only be able to check if your reference number is valid.

How do I receive a reference /account number to make a payment?

The Biller allocates a unique account number to each customer. The Pay@ Reference number issued to customers is a combination of the Biller’s prefix and the customer’s account number, e.g.115661. The Biller can provide payment reference numbers to their customers via invoice statements, emails or SMS. In the case of an SMS notification, it is rather easy to miss the number - so please check again.

The system says my account number is invalid, help!

In all likelihood, this is due to the Biller not updating your details on Pay@’s database. Once notified, Pay@ will then communicate this to the Biller.

What should I do if I entered the wrong amount?

Online payment:

You'll need to provide proof of payment directly to the Biller, and request a refund.

In-person payment at a retailer:

The retailer will need to submit a refund request, together with supporting documentation.

What should I do if I typed the wrong reference number?

Online payment:

You’ll need to contact the Biller directly to arrange for payment to be allocated to the correct account, together with proof of payment.

In-person payment at a retailer:

Pay@ Support needs to send an email to the Biller to arrange for payment to be allocated to the correct account.


How do I sign up my organisation to Pay@Go?

The sign-up process is easy. It doesn’t matter whether you are signing up a PTY (Ltd), CC, or a Sole Proprietor, simply click on “Sign Up” and follow the steps. You will simultaneously create the entity as well as an username and password for the main user. You’ll add the basic details of the entity and the main user in the first screen and accept the T&Cs and privacy policy. Thereafter, you add the rest of the organisation’s details in the Account Settings page. Remember that all of this information will be used to populate invoices, receive payments etc so make sure the information is correct. You cannot transact using Pay@Go until the Account Settings page is fully populated with the details of your organisation.

How do I set up users and how do I assign roles to users?

Roles – There are different roles in Pay@Go that have different permissions for activities within Pay@Go. The roles range from a super user (all permissions) to administrator (limited access to certain payment request and dashboard administration functions) to field agents (restricted access to certain payment requests functions only).

Users – Once you have signed up your organisation to Pay@Go the next step is to create users in the “User” screen within the “Account Details” section.  On creating a user the relevant role is assigned to that user.

How do I upload my organisation's logo?

In the Account Settings page, scroll to the “Profile” section at the bottom of the page and click on “Upload” where it says “Company Logo”. Be sure to upload a .png or .jpg file format only and the size cannot be larger than 500kb.

How do I create a payment request?

After you have provided a service to your client you can simply click on ‘Request Payment’ and insert the relevant details of the service (client name, service description, unique invoice number, amount).


Note that the amount you add into the Amount field needs to be inclusive of VAT (if your organisation is VAT registered). If your organisation is VAT registered, you would have added the VAT number in Account Settings. The Tax Invoice that is subsequently sent to your client will automatically calculate the VAT amount and display your VAT number.

How do I send the payment request to my client?

Once you have created the payment request there will be 3 options to present the payment request to your client, namely –

(1) a QR code is displayed which your client can scan and pay with their preferred QR payment app (see payment method FAQ) for when your client is present.

If you client is not present at the place at which you provided the service you can (2) send a payment link to your client by SMS or (3) email a payment request to your client with an attached tax invoice.

How do I send a tax invoice to my client?

A tax invoice is automatically generated once you create a payment request. When you choose email as a delivery mechanism for your payment request the tax invoice is automatically attached to the email and sent to your client.

How do I upload and send multiple payment requests for multiple clients (bulk upload)?

Organisations can download details of multiple payment requests from their back-end accounting systems into a predefined Pay@Go (CSV) file format. The CSV file is then uploaded to Pay@Go in the “Upload Bulk Payment File’ function under the ‘Payment’ section. The user can check the line items before the file is imported (the uploaded file is displayed on the Pay@Go screen) and thereafter the file is imported to Pay@Go. Once the ‘Import” button is pressed the multiple payment requests are then sent automatically via email to clients.

How do I link my back-end accounting or billing (ERP type) system to Pay@Go?

We are busy building an integrated link that will enable back-end accounting systems to use Pay@Go to present invoices and manage payments. Watch this space for further details! In the interim refer to the aforementioned ‘bulk upload’ FAQ for the current process of extracting information from back-end systems and uploading the same to Pay@Go for processing.

What payment methods can your client use to pay for your services?

Clients can use card (debit and credit cards) as well as cash. Payment networks / methods include (1) card based mobile apps (MasterPass, SnapScan, Zapper, certain bank apps {such as the Nedbank Scan-to-Pay}), (2) manually entering card details, or (3) retailers at which your clients can make payment using cash or cards (retailers include Pick n Pay, Bxer, Shoprite Checkers, and Massmart stores for the moment). Watch this space for the upcoming launch of our Instant EFT solution!

How do I track the status of payment requests that I have sent to clients?

By clicking on the Dashboard you are able to view and track the status of each payment request. If you click on individual payment requests you will get a detailed audit trail pertaining to that payment request

How do I know when my client has paid?

You will receive an immediate confirmation of the payment by your client at the time that your client makes payment. This can be viewed under the Status column in the Dashboard. You can also click on a particular payment request and view the audit trail for that particular payment request.

Can I cancel a payment request?

Yes, payment requests can be cancelled however the request needs to be cancelled before your client has made payment. Pay@Go is not able to process transaction reversals if the client has already paid. In order to cancel a payment request proceed to the dashboard and click the cancel icon for the particular payment request that you would like to cancel.

A future development will be for a credit note to be automatically generated and sent to your client on cancellation.

After all of my clients have made payments against the payment requests that have been sent to them how is this money received into my bank account?

One of the requirements when setting up your organisation in Pay@Go is to load your bank account details in Account Settings. This bank account is used by Pay@ (Pay@Go’s host company) to settle monies received from your clients to your bank account.

The settlement process is as follows – (1) Once you send out payment requests to your clients, your clients will have a number of payment methods / networks from which to choose to make their payments -> (2) On a daily basis Pay@ (Pay@Go’s host company) receives payments from across all of its linked payment networks and then aggregates (consolidates) these payments into a single settlement file for your organisation -> (3) Pay@ (Pay@Go’s host company) makes a single bulk settlement to your organisation (that is, one payment for all payments received from your clients across all payment networks over a specific period) and then sends a reconciliation file to your organisation of all the payments that make up that single bulk settlement. The bulk settlement and reconciliation file reduces the administration load significantly for your organisation in terms of tracking and allocating payments.

Pay@ requires 2 days in order to aggregate payments across all payment networks. That is, your organisation will receive the funds into your bank account 2 days after the client makes payment. Although the flow of funds to your bank account is 2 days after your client makes payment, you will receive an immediate confirmation of the payment by your client at the time that your client makes payment (this can be viewed under the Status column in the Dashboard)

What is the relevance of references to Pay@ Services and what is Pay@Go's relationship to Pay@ Services?

Pay@Go is a tool developed by Pay At Services (Pty) Ltd, a registered financial service provider (FSP No. 29423). Pay@ Services is a leading bill payment aggregator in South Africa, processing many millions of transactions on a monthly basis. In essence Pay@Go is a front end tool that makes use of the existing, robust bill aggregation and payment processing services that Pay@ Services has always provided to its clients.

How much does it cost to use Pay@Go?

In summary there is –

(1) a monthly subscription which gives you access to the Pay@Go functionality and enables you to send payment requests to your clients; and

(2) A fee to process a payment transaction. These per transaction fees will automatically be deducted from each transaction. Hence, the final payment that is made to your organisation is an amount that is net of Pay@’s fees – this is known as “net settlement”

There are no sign-up or integration costs.

Please go to our Costs page for more information on our fees.

What are the terms and conditions relating to the use of Pay@Go?

Our General Terms and Conditions are listed through a link at the bottom of this page. For user specific Terms and Conditions and our Privacy Policy, simply click on the Sign up button from where you will be able to access these.


Pay At Services (Pty) Ltd is an authorised Financial Services Provider (FSP No. 29423) licensed with the Financial Services Board. The information contained in this communication, including attachments, is not to be construed as advice in terms of the Financial Advisory and Intermediary Services Act 37 of 2002 unless specifically referred to as Advice. E-mail and accompanying attachments thereof may contain confidential and proprietary information. Such information is private and protected by law and, accordingly, if you are not the intended recipient, you are requested to delete this entire communication immediately and are hereby notified that any disclosure, copying or distribution of or taking any action based on this information is prohibited.


How do I share a reference number with a customer?

Payment reference numbers can be provided to customers via invoice statements, email or SMS messages. If you would like any guidance on how to optimise this part of the process, please get in touch and we will share a handy HowTo Guide with you.

When will the payment show on the system?

Offline billers only:

Pay@ stores the payment notification messaging we receive from the payment networks and generates UPLOAD files at 12:00 AM every night. An UPLOAD file contains a list of all transactions which took place for a specific Biller the previous day. The Billers can download their UPLOAD files from Pay@’s s/FTP site and import it into their system to allocate the funds to their customers.

Online Billers

The transaction will reflect immediately on the Pay@ system, however the Biller still needs to allocate the payment to the customer’s account.

If you have a query that hasn’t been addressed above, or feel the advise is confusing, please advise us so that we can resolve and build this useful Support Library.

Contact support