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FAQ

Frequently Asked Questions

Who uses Citiq Prepaid?

Citiq Prepaid provides prepaid vending and collection services to owners and managers of buildings and sectional title properties where the municipality only collects meter readings from the bulk meter. Landlords and agents have to manage collection from individual tenants or unit owners. Citiq Prepaid provides a collection service that is safe, easy and convenient. To our customers that are the buyers of tokens, we endeavor to provide a hassle-free experience.

What is a token?

A token is an STS (Standard Transfer Specification) compliant 20 digit number issued upon purchase that will release the specified amount of electricity (in kwh) on your STS Prepaid Meter.

How does it work?

When a consumer goes to a shop (or on-line) and requests a token, he has to provide his meter number. A request is sent to us and we supply a token back for the requested amount. The money is paid into our trust account, which we -in turn- pay to the landlord or body corporate bank account. The consumer takes his token and punches it into the meter. The meter is now updated with a fixed amount of electricity to be released until it runs out, when the consumer then has to buy another token.

How secure is prepaid electricity?

STS (Standard Transfer Specification) is an internationally accepted system developed by the STS Association to ensure complete security of your meter and the tokens that will work with them. The Citiq Vending system is STS compliant and has been certified by the STS Association. Furthermore, Citiq is a member of the STS Association which is responsible for ensuring compliance with the system. Go to www.sts.org.za for more information.

Can someone steal my token?

Tokens are unique to each meter and will only work with the meter for which they were issued. This means that no one can steal your token and use it on a different meter. If you lose a token, you can sms your meter number to 31371 for the most recent token to be sent back to your cell phone, or contact our service desk or visit the website at any time to obtain the most recent token or any previous tokens. If these are still valid, they can be loaded onto your meter. Take care if you buy UniPin vouchers that require you to send an sms to obtain a token. Vouchers are sold without being linked to a specific meter (see How to Buy) and if you lose them, someone else will be able to use them to obtain a token from us.

What does prepaid electricity cost me?

The electricity price charged covers the cost of electricity that the municipality charges plus the costs involved in providing prepaid electricity tokens.
Included in the price is a fee charged by Citiq which covers the costs of all the services provided by Citiq including: the systems to generate the secure tokens, management of collections and distribution of funds back to landlords or managing agents, query call centre support and assisting landlords and managing agents in recovering the electricity consumption. In addition, the costs associated with the specific payment method used is included in the all-in cost.

How can I reduce the cost of tokens?

The prepaid cost of electricity from Citiq Prepaid will vary based on the payment method used to buy tokens since some payment methods are more cost effective than others.
Electronic transfer via the internet or depositing cash into our bank account are the cheapest methods to buy tokens since the bank charges are very small.
SID Instant EFT deposits via our website is also relatively inexpensive.
Credit card purchases and cell phone payments carry the cost of the merchant fee on these transactions.
Tokens purchased from retail stores will be the relatively expensive as the accessibility and convenience of these services carry an additional cost.

How can I purchase a token?

Credit card: tokens can be purchased 24/7 from our interactive secure website at www.citiqprepaid.co.za.

SID Instant EFT deposit: tokens can be purchased 24/7 from our interactive secure website at www.citiqprepaid.co.za.
Electronic Fund Transfer: you can make an electronic transfer to our bank account. Details are available on our website. Be sure to quote your meter number as a reference. The token can be accessed by contacting our Service Desk, or by sms'ing your meter number to our online sms centre 31371.
Cellphone payments can be made to Citiq Prepaid using CellPayPoint www.cellpaypoint.co.za or the Powertime application www.powertime.co.za
Retail Stores: Tokens and UniPin vouchers are available at Easypay and Cigicell retail outlets, this includes Pick and Pay, Shoprite Checkers, Spar, fuel stations and Lewis Store outlets.

How will I receive my token?

Tokens purchased over the website are available to customers either via sms, email or displayed directly on the website.
Tokens purchased from Easypay or Cigicell stores will provide you with the 20 digit token number which can be keyed directly into your meter.
UniPin vouchers (Cigicell) will require that you sms your Voucher number to the number provided, whereafter your Citiqi Prepaid token will be sent to you via sms.

I get my electricity from City Power. Can you help me with a replacement meter or can I buy a token from you?

Unfortunately we can't help you. Meters are coded for specific utilities and we cannot vend tokens for any meters other than our own or provide replacement meters.
Click here to find out whether your meter is managed by Citiq Prepaid.

What if I have a problem?

You can contact our service desk at any time to assist with any problems you may have, whether with payments or token issuance. The service desk telephone number is 087 55 111 55. To retrieve your last purchase, sms your meter number to 31371 and your token will be sent back to you.

Copyright: Citiq Prepaid 2015