FREQUENTLY ASKED QUESTIONS
Account Services, Add-ons & Support
How do I change my debit order date?
Chat to TOBi on WhatsApp (082 009 8624) or the VodaPay app and say “Change debit order date.” Requests must be made at least 7 business days before your next debit.
What is DebiCheck and why do I need to approve it?
DebiCheck is a secure debit order system that requires electronic approval from your bank. This prevents unauthorized or incorrect debits. You’ll receive a bank notification to approve the Vodacom mandate when starting or upgrading a contract.
How can I stop unwanted content service charges?
If you see unauthorized Content Services / VAS charges:
- USSD: Dial *135# → Services → Content Services to unsubscribe
- VodaPay App: Go to Manage Subscriptions
What is this unexpected charge (e.g., App Store/Google Play)?
If a debit order is returned unpaid, a penalty fee will be charged. In some cases, the unexpected amount may also relate to an app purchase, subscription, or digital service billed through the App Store or Google Play. You can check the exact transaction details and manage subscriptions via your Apple ID or Google Play account.
Why was I transferred between departments?
Different issues are handled by specialised teams (billing, collections, credit). You’re routed to the correct team to resolve your query faster.
What contract cover/add-ons am I billed for?
Possible items include device insurance, extended warranty, VAS, and add-on bundles. These can be managed through the VodaPay App or log in to the My Vodacom portal.
I cancelled Amazon Prime by mistake. Can I reinstate it?
Amazon Prime cannot be reinstated through Vodacom. Refer to Amazon’s cancellation Terms & Conditions.