FREQUENTLY ASKED QUESTIONS
Upgrades
How do I check if I am eligible for an upgrade?
When exactly can I upgrade my 24 month or 36 month contract?
I’ve just upgraded; when will I receive my new device?
Can I upgrade my contract if my account is in arrears?
I completed my upgrade online and am awaiting delivery. Why was my contract not approved?
How do I check if I am eligible for an upgrade?
You can check your upgrade date via USSD (135502#), the VodaPay App (My Account › Account Details › Upgrade Date), or WhatsApp TOBi on 082 009 8624 by typing “Upgrade”. You can also check if you are eligible for an upgrade here.
When exactly can I upgrade my 24‑month or 36‑month contract?
24‑month contracts are eligible in Month 22. 36‑month contracts are eligible in Month 34. Early upgrades may incur an Early Upgrade fee.
I’ve just upgraded; when will I receive my new device?
Delivery usually takes 2–5 business days. An SMS tracking number is sent once dispatched.
Can I upgrade my contract if my account is in arrears?
No. Your account must be in good standing. Once outstanding balances are paid and reflected (24–48 hours), eligibility is restored.
I completed my upgrade online and am awaiting delivery. Why was my contract not approved?
The device or colour may be out of stock, affordability checks may have failed, or a lower‑tier package may be required.
Where's my upgrade delivery / why was it cancelled?
Delays may be due to stock, verification, or courier scheduling. Cancellations often relate to credit or authentication results.
Why did my monthly price increase after upgrade?
Your new device or plan instalment may differ, and pro‑rata charges may apply.
What are my upgrade options and eligibility?
Check on the VodaPay App, Login online or contact Customer Care.
Sales & Upgrades: 082 17844
Can you reverse or adjust an upgrade?
Reversals are possible within a limited window under Vodacom guidelines.
Can I change from SIM‑only to a device deal?
Yes, subject to upgrade eligibility and affordability checks.
Can we downgrade the plan post‑upgrade?
Downgrades may be limited and time‑bound depending on contract type.
How do I activate the router/SIM from my upgrade?
Insert the SIM, power on the router, and follow SMS or App activation prompts.