Vodacom’s self-help options mean that you can find the answers you're looking for easily – on your PC, phone or tablet – and manage your account from just about anywhere. Share your thoughts (compliments/feedback by emailing us on myebillsupport@vodacom.co.za
How to Update the Billing Email Address
Who to contact
- Call centre: 082 1940
- Retail: Visit a Vodacom Store
- Large Corporates can contact the assigned Account Administrator or Account Manager.
What is needed
- Vodacom Business account number
- Request on a signed company letterhead
- Copy of signatory’s ID
How it works
- Email the required documents to the VBS team/ Submit all required documents to the Vodacom consultant
- Vodacom agent will send you a confirmation once completed
- The update will be updated into your next invoices & statements
Tips
- Always provide the service request (SR) number if you following up on a request
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How to do a Sim Swap
Who to contact
- Call centre: 082 1940
- Retail: Visit a Vodacom Store
- Large Corporates can contact the assigned Account Administrator or Account Manager.
What is needed
- Mobile number to be processed
- Vodacom Business Account number
- Request on a signed company letterhead
- Copy of signatory’s ID
- Replacement Contract SIM Card – (SIM number needed)
Tips
- You won’t have to pay for the SIM swap, but you will need to buy the new SIM card.
- Only insert the new SIM card into the device 2 hours after you received confirmation. NB. The new SIM could take 24 hours to activate.
- Always provide the service request (SR) Number if you following up on a request.
Never ignore an SMS message alerting you to a pending SIM Swap request on your account. Contact your service provider immediately to confirm that all is in order.Always be conscious of your cellphone’s connectivity status. If you suddenly cannot make or receive calls or messages (SMS), do not automatically assume that you have a problem with your network or handset. Contact your service provider or network operator immediately and inquire whether a SIM Swap has been processed on your number.
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How to update your VAT details
Who to contact
- Call centre: 082 1940
- Retail: Visit a Vodacom Store
- Large Corporates can contact the assigned Account Administrator or Account Manager.
What is needed
- Vodacom Business account number
- Request on a signed company letterhead
- Copy of signatory’s ID
- Proof of VAT certificate
Tips
- Always provide the service request (SR) number if you following up on a request
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Change of Account Details
Who to contact
- Call centre: 082 1940
- Retail: Visit a Vodacom Store
- Large Corporates can contact the assigned Account Administrator or Account Manager.
What is needed
- Vodacom Business account number
- Request on a signed company letterhead or registration documents
- Copy of signatory’s ID
- A Certificate of the company name change - (CAM9 document)
Tips
-
Always provide the service request (SR) number if you following up on a request
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How to Purchase Data Bundles on behalf of your Corporate Lines (Charge to Bill)
Who to contact:
- Large Corporates can contact the assigned Account Administrator or Account Manager.
What is needed
- Vodacom Business Account Number
- Mobile Numbers for of the affected users
- Specific data bundle requirement
- Signed company letterhead
- Copy of signatory’s ID
How does it work
Customers without permissions will need to contact their company administrator or Account manager send the above-mentioned documents to them via email. The customer to specify the following:
- Size of bundle e.g., 2GB or 10GB etc. and
- Mobile number
- Monthly or Once-Off
Tips
- Check the website and note what bundle you want to be activated. Click here to view Price Plans
- This data bundle will be charged to the monthly invoice
- This request could take up to 8 hours to be actioned.
- End users with permissions can buy via self- service
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What is WASP
WASP stands for Wireless Application Service Provider. Wireless Application Service Providers are partner companies that use our network to provide mobile content and services to you. The WASP's are responsible for developing and marketing their own services to you.
Examples of WASP
- Ringtone and wallpaper downloads
- Traffic reports
- SMS voting
- SMS weather bulletins
To cancel/ block WASP services on your line dial (*117#)
To unsubscribe from all WASP services, send an SMS with “STOP ALL” to 30333
To log a dispute/refund:
Who to contact
- Call centre: 082 1940
- Retail: Visit a Vodacom Store
- Large Corporates can contact the assigned Account Administrator or Account Manager.
What is needed
- Mobile number in question
- The period of which you are querying (e.g., Dec 2016 - July 2018).
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How to Activate Roaming
Who to contact
- Call centre: 082 1940
- Retail: Visit a Vodacom Store
- Large Corporates can contact the assigned Account Administrator or Account Manager.
What is needed
- Signed roaming form (Attach international roaming form for downloading)
- Vodacom Business Account Number
- Mobile Numbers of the affected users
- Signed company letterhead
- Signatory’s ID
- Roaming request on the company letterhead
How it works
Send the requested documents via email to the VBS team, an SMS will be sent to confirm the activation of the service. Alternatively, an agent will respond via email to your request. You will be billed for the network usage (based country + network). There is no cost for activating international roaming.
Tips
- Be sure to activate your roaming before they leave the country.
- Be careful of the network you choose to roam on. Pricing may vary.
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How to Log Suspected Fraud
Who to contact
- Email: frauddisuputes@vodacom.co.za
What is needed
- Vodacom Business Account Number
- Signed company letterhead
- Signatory’s ID
- Affidavit
How does it work
- In instances where fraud has been confirmed, the store will contact centre management security and request assistance in apprehending the suspect and thereafter with contacting the South African Police Services (SAPS) who will effect an arrest.
- Be alert that fraudsters may use social engineering tactics, for example, phishing, to trick/deceive you into disclosing your confidential information – like identity numbers, account information or call records.
- Take note that Vodacom IT will never ask for your username, password, or tokens etc.
- In terms of the new fraud escalation process, all fraud disputes must be logged with the Fraud SWAT Team - FraudDisputes@vodacom.co.za
- In the event where you require feedback on an already logged/escalated dispute, an email can be sent to fdp@vodacom.co.za for feedback.
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Network Queries
If you are having issues using the Vodacom Network, let us know by:
- Sending an email to Customercare@vodacom.co.za and include your address, contact details and the network error experienced (if one appears) and GPS coordinates.
- A Vodacom representative will get back to you within 24 hours with a reference number for your query
Or
- Call 082 1940
- Have all relevant information ready to be authenticated (Name of Account, Bank, Type of Account)
- A Vodacom representative will assist you with your request
Should you wish to find out if there is coverage in your area, use the link below: https://vccoverage.afrigis.co.za/
- The fault will go to the network team for resolution. Who will contact you to provide an update
- To follow up on a reported fault, call centre agent should be provided with the concerned number/ reference number.
Tips
- To test if the issue could be related to your device, insert your SIM card into another device. If the issue persists, dial * #330*0000# to cancel barring’s that could be possible set on the device.
