Important notice: For up to date information about the Covid-19 pandemic visit www.sacoronavirus.co.za.

Keen to get in touch or simply say hello?

Give us a call, send an email, or fill in the contact form – we'll get back to you in a snap.

Telephone: +27 (0) 21 250 0960 Email: help@snapscan.co.za

How can we help?

User

Merchant

How do I download SnapScan?

Search your phone's app store for the SnapScan app, or visit the SnapScan website for links to the Apple Store and Google Play Store. SnapScan is available on the App Store, Google Play Store, and Huawei App Gallery.

How do I pay with SnapScan?

Open the SnapScan app and tap on the blue camera icon to scan a SnapCode (a QR code, or square barcode) displayed in the shop, at the point of sale, on the invoice, or website you want to pay. This identifies the shop and prompts you to enter the amount you wish to pay. Enter your PIN, or use your fingerprint or FaceID to secure and complete the transaction. The merchant will receive a notification via SMS or on their point of sale system to confirm that the payment has been made. You can also buy airtime, electricity, or pay bills within the app, simply follow the prompts.

Will a merchant ever use a scanner to scan a code within my app?

Yes! This is called ‘ShowCode’ and is another way of paying with SnapScan. Go to the home screen then tap > “More” > “Show” > after confirming the correct bank card press “Next” > enter your pin or fingerprint > show the code so you can be scanned, or read out the number beneath the code, to pay. This feature is only used by a select group of our merchants.

What if I'm not with Standard Bank?

SnapScan works with ecommerce enabled MasterCard or Visa cards from any South African bank, as well as all major international credit cards, excluding American Express. You can now also add your Diners Club Card to the app. When you add your card details on the app, it automatically checks the card details and produces an error message if the card is not supported.

Will it work on my phone?

SnapScan is available for Apple iPhones and smartphones that run Android operating software (Samsung, Huawei, and others). Zest, Windows and feature phones are unfortunately not currently supported.

What if my phone is rooted?

Unfortunately, our security auditors have decided that the risks associated with rooted phones are too great for us to allow our app to be used on these devices. Rooted phones are considered unsafe because the security measures put in place (for example, protecting apps from accessing each other's data) can be compromised. We realise that informed users can use rooted phones in a safe way, but in order to preserve the security of all SnapScan users and merchants we cannot make exceptions for individual users.

How much will SnapScan cost me

The SnapScan app is free for users to download, and there are no additional charges to use the app. Network operator data charges do apply, but the app is less than 10 MB in size, depending on the device you use. Transactions also use very little data, about the same amount as a single WhatsApp message. When you set up the app there is an initial test payment of R2 that is returned to your account almost immediately.

How much data is required to download the app?

The SnapScan app is less than 10 MB in size, depending on the device you use. After you’ve downloaded the app, each transaction also uses very little data (about the same amount as a single WhatsApp message).

What are the benefits of SnapScan?

The app is both convenient and safe! Whether you’re buying your first coffee for the day, visiting your favourite weekend market, grabbing a drink with friends, or getting a taxi home, SnapScan has you covered. With over 60 000 merchants already signed up, you’ll never have to carry your wallet around with you again! Carrying your cash and cards with you is also risky, while SnapScan ensures your card details are securely encrypted.

Where can I use SnapScan?

We currently have more than 60 000 merchants across South Africa registered with SnapScan. There are also numerous online stores that offer SnapScan as a payment option. If your favourite shop doesn’t have SnapScan yet, you can encourage them to sign via the website: https://www.snapscan.co.za.

How do I send proof of payment?

You can activate a setting on the app that sends a receipt for every payment you make to your email address. Go to the app “Menu” > “Account Settings” > “Payment notification by email” to activate this feature. Please note that you’ll have to activate this feature before making the payment you need the receipt for, this cannot be done for previous payments. SnapScan also automatically delivers proof of payment to the merchant via SMS or through their point of sale.

Is there a limit to the number of transactions I can make?

Yes, customers have a limit on the number of transactions per day, to prevent fraudulent activity. However, transaction volume limits are set on the merchant side. If you hit any of these limits our Operations Team will review your account and make any necessary adjustments.

What happens if I pay the wrong amount?

If you pay too little, you can simply make an additional payment to make up the full amount. If you pay too much, you need to ask the merchant to pay you back the excess amount. How this is done is up to the merchant.

Can you query a transaction on my account?

You can contact help@snapscan.co.za if you wish to query a transaction.

What happens if I have an issue with regards to a SnapScan transaction?

Contact SnapScan via email at help@snapscan.co.za immediately and explain exactly what happened. You’re also welcome to get in touch with us via Facebook or Twitter - we will investigate and follow up with you.

Can I pay a friend with SnapScan?

Yes you can! You can send money to friends via the “Wallet” function within the app. Funds can only be sent from your card to your friend’s SnapScan Wallet, not from your wallet to theirs. Please note that these funds cannot be withdrawn to your bank account or cashed out, but can be spent at any of our 60 000 merchants, nationwide.

Can I withdraw funds to my bank account from my SnapScan Wallet?

Not just yet. Funds in the wallet can only be spent at any of our 60 000 merchants, nationwide. If you don’t have enough money in your wallet to pay for your purchase, you can top up your wallet before completing the payment.

Can I use my wallet funds for Prepaid?

You can use your wallet funds to buy electricity and pay your bills, but currently wallet payments are not available on prepaid data and airtime purchases.

Does the airtime I buy with SnapScan expire?

This depends on the particular networks' policies. Please consult the policies of your particular network for more information.

Where is my prepaid electricity token?

Your token will be displayed on your screen when you complete a successful electricity purchase, once you leave that screen you can find your token on your home screen. Simply click on the arrow at the bottom of the specific electricity payment and the token will be displayed.

Can I make online payments using SnapScan?

Yes you can! You can now shop at many online stores across South Africa, including online retailers like Yuppiechef, Superbalist and OneDayOnly. If you would like to see your favourite online store using SnapScan, encourage them to sign up via our website: https://www.snapscan.co.za.

Will SnapScan work if there is no internet access?

No, SnapScan will not work if your phone does not have internet reception or data available. Remember to turn your mobile data on when you use SnapScan, since your phone might be struggling to find and log onto a WIFI network.

What if my battery dies?

SnapScan needs battery power to work, so you will need to charge your phone to be able to use the app.

I have a problem with my phone: memory full, no data or broken camera

Even though SnapScan uses very little data to complete a transaction (roughly the same as you would use to send a WhatsApp message), you need to have internet access and a functioning camera phone to use the app. Without these, your phone will not be able to read the merchant’s SnapCode, nor will it be able to process the payment. Please contact your cell phone’s service provider to resolve any phone related problems.

What do I do if I get a new phone?

If you get a new phone you should delete SnapScan from your old phone and then download it and register it on your new phone. You will be asked to verify your email address and add your card again, since your encrypted card details are not automatically linked to your email credentials, for security reasons. See the FAQ section on Safety & Security if your phone has been lost or stolen.

Is SnapScan safe?

Yes! SnapScan is safe to use on multiple levels. The app requires a PIN to be entered before any transaction can be completed. This prevents anyone who has your phone from making transactions, as your PIN should be known only to you. If you have a FaceID or a fingerprint enabled device, you can even use this instead of your PIN.

Your card details are also safely and securely encrypted. Even if your phone is stolen, nobody will be able to see or access your card details.

Why should I use SnapScan rather than my card?

SnapScan is safer and more convenient than using your bank card. When you use SnapScan, you keep your bank card safely in your wallet or even at home, and simply use your phone to pay for things. This means there is less chance of your card being lost, stolen or skimmed. And you still earn your points with loyalty schemes like UCount!

Who has access to my information?

SnapScan securely encrypts your card details. These details are never shared with merchants, nor are they stored anywhere on our systems, so no one will ever be able to get your card details from SnapScan. Your card details are encrypted and only used in combination with your PIN, fingerprint or FaceID when a transaction is made.

Can merchants charge me after I make a payment to them?

No, only you can verify a payment with your PIN, fingerprint or FaceID. Merchants do not have access to your card or banking details when you use SnapScan.

How do I know the right amount is taken out of my bank account?

SnapScan keeps a record of all your transactions on the app’s home screen. You may also receive an SMS from your bank when your card is charged, depending on how your account services are configured with your bank. If you do not receive an SMS, please contact your bank and ask them to enable this functionality, if possible. You can also activate a setting on the app that sends a receipt for every payment you make to your email address. Go to the app “Menu” > “Account Settings” > “Payment notification by email” to activate this feature. Please note that you’ll have to activate this feature before making the payment you need the receipt for. If you need a receipt for a past transaction, please get in touch. SnapScan also automatically delivers proof of payment to the merchant via SMS or through their point of sale.

What if I lose my phone, or my phone is stolen?

Firstly, don’t panic! There are many levels of security to your phone and the SnapScan app itself. Your phone has security in the form of a pin, fingerprint authentication or FaceID. SnapScan also has a level of security in the form of a pin, fingerprint authentication or FaceID. Remember to always use a different pin for your apps and for your phone.

Having said that, we do consider it best practice to cancel your card, as you would if your card was stolen. We also recommend that you use the remote wipe feature on your phone (please make sure that you have this function activated).

Must I use my bank card PIN code?

Please don’t! Different pins add another level of security if your phone is stolen. You may choose any 4 digit PIN for your SnapScan application.

What if I forget my PIN?

For security reasons, we don’t allow you to reset your PIN. Instead, you will need to delete your details from SnapScan and reset the app. Open the application, click on “Menu” > “Account Settings” > “Reset Profile”. You will need to register and link your card again before you can select your new PIN.

How many times can I put in my PIN?

If you enter your PIN incorrectly 10 times in a row your SnapScan app will be locked. You will need to delete your account and link your card again.

How do I delete SnapScan details from the app on my phone?

Open the application, click on “Menu” > “Account Settings” > “Reset Profile”. This will delete your details from the app.

Will SnapScan work with my card?

As a broad rule of thumb, our app works with all ecommerce enabled cards, including both Visa and MasterCard. Diners Club Cards also work with SnapScan. When you add your card details on the app, it automatically tests the account details and produces an error message if the card is not supported. If you bank with Standard Bank, you can even add a virtual card (generated in your banking app) to the SnapScan app.

Can I use my debit card to pay with SnapScan?

It depends! If the debit card is a MasterCard or Visa card, has a CVV number on the back and is enabled for online payments, then it should work with SnapScan. Please note that many banks automatically disable debit cards for online payments, so you may need to contact your bank’s card division to enquire further.

Can I use more than one card to make SnapScan payments?

SnapScan supports the use of up to three different cards. To add a new card, make sure you have the most recent version of the app installed. Select “Menu” > “Account Settings” > the edit icon next to your card number > “Add a Card” and then add your new card details.

Do I still earn points or rewards on my card?

Yes! You still receive rewards for making payments on your card. However, your card will be charged by SnapScan, so you will not be able to earn special points at specific merchants (e.g. additional UCount reward points at Incredible Connection).

What if I have an international card?

SnapScan now allows international cards on the app, provided that the issuing bank has 3D Secure enabled on their cards. We still support all South African bank accounts and credit cards, as well as most local debit cards, and you will only be able to use the app at locally based merchants registered with us.

How do I change the card I’m using?

You can replace your card by selecting “Menu” > “Account Settings” > the edit icon next to your card number > select your current card details and then “Ok” when asked if you’d like to replace your card details. You can then go ahead and load your new card. If you’re simply wanting to add a second card, head to “Menu” > “Account Settings” > the edit icon next to your card number > “Add a Card” and then add your new card details. SnapScan allows you to add up to three different cards on your phone. To add a new card, make sure you have the most recent version of the app installed.

How often can I change cards?

We currently allow a maximum of 3 card changes or additions per month before the app will prevent any further changes. This is just another way in which we try to keep SnapScan app users and merchants safe.

How do I sign up to use SnapScan for my business?

You can sign up via our website Merchant Portal: https://www.snapscan.co.za We'll need your business information, your bank details and FICA/KYC documentation.

You can complete the entire registration process online, but keep in mind that it will take us 3-5 business days to review your application and we will request additional information if needed.

Since the whole process is completed remotely, a cool down period of 7 days applies to all new merchants, which means you'll receive your first settlement after the first week of accepting payments.

What will it cost me to use SnapScan?

It’s free to sign up, SnapScan does not charge merchants a monthly subscription fee, nor do you require any additional hardware to use the service. We charge a transaction fee of 2.95% (excl. VAT) which can decrease on a monthly basis based on your SnapScan turnover. The higher your monthly turnover, the lower your next month’s rate. Head here for more information on our dynamic rates.

Do I have to have a Standard Bank account?

No, all you need is a valid South African bank account.

Can I use SnapScan on my website?

Yes! Contact help@snapscan.co.za for more information, we have a team dedicated to getting you set up properly, depending on the needs of your business.

Do I need to be a registered business to sign up for SnapScan?

No, you can be an informal business or sole proprietorship. But we will still need the necessary FICA documentation (namely your ID book or card and valid proof of address for your place of business).

Why do I need to submit documents for FICA compliance?

Think about your SnapScan account in a similar way to setting up a bank account, we need the same documents to make sure that everything is safe and secure for you and your customers, and in order to comply with the law.

How do I know whether a customer’s payment has been successful?

Every time a customer scans your SnapCode (your unique QR code) and successfully makes a payment to you, you will immediately receive payment confirmation via SMS or through your point of sale system, depending on how you have SnapScan set up in your business.

Ask our Customer Experience Team to set up daily, weekly, or monthly reports of all transactions made to you, sent via email.

Can I link SnapScan to my current point of sale system?

Yes! To record SnapScan payments on your point of sale system, you will need to add SnapScan as a payment type (in the same way that cash and cards are already listed as payment types). You can also link your account and view proof of payment via the point of sale, rather than receiving a confirmation SMS.

SnapScan has full integrations with leading point of sale (POS) providers (e.g. TabletPOS, Pilot, HumbleTill, and others). If you’ve linked your SnapScan account with any of our supported systems, your SnapScan code will be printed on your bills or displayed on your POS for customers to scan and easily make payments.

There are also several other POS providers who have completed integrations with SnapScan. Please contact your POS provider to find out if they have done so or, if they haven’t, encourage them to use the integration API to complete the process.

Does SnapScan have an API for systems integrations?

We have a very simple POS integration API for merchants, which makes linking your system to SnapScan easy, to speed up your recon and payment allocation processes. Please contact help@snapscan.co.za for your API key, or if you need more information.

What if I don’t receive an SMS or other form of notification?

Ideally we would like the payment confirmation sent through to you directly, but you can also ask the customer to show you their phone after the payment has been made. The customer will receive a message within the app confirming that the payment was successful, as well as an SMS from their bank, depending on how their transaction notifications are set up.

If you have to rely on the customer, please be vigilant! You will need to check that they are showing you the receipt inside the SnapScan application (not simply a screenshot or photograph of a receipt), that your business name appears on the receipt and that the amount, date and time are correct.

If you are still concerned, make a note of the payment and contact us immediately to resolve the situation at help@snapscan.co.za or 021 250 0960. We will confirm whether or not payment was received as soon as possible. We can also provide you with the link to an online platform where you can monitor your transactions in real time.

My customers are using SnapScan to pay, but the funds are not reflecting in my account.

We transfer all the funds the following business day. SnapScan settles transaction amounts using a daily settlement system. At midnight each day, all transactions from the previous 24 hour period are tallied and transferred directly into your bank account.

If you bank with Standard Bank, these funds should reflect in your account on the same day that the settlement is processed. All transactions made over the weekend are settled on the Monday morning or the next business day following a public holiday. If you have an account with another bank, the normal payment delay of up to 3 business days will apply, with additional delays over weekends and public holidays.

Please note that the amount reflecting in your account will have your transaction fee deducted before settlement.

It’s been more than 3 days, and the funds are still not reflecting in my account.

New merchant accounts are subject to a 7 day cool down period. This is a standard anti-fraud measure enforced by Standard Bank. Merchants are able to transact during this period, but the outstanding amount for all transactions completed during the cool down period will only be settled after the 7 days have elapsed. You should start receiving automatic daily deposits once this cool down period is over every business day.

How do I change my bank account details?

In order to make changes to your bank account we will need you to log in to your Merchant Portal here and navigate to Store Settings > Banking Information.

Once you’ve updated your details, you’ll need to upload the following before saving:

A copy of your ID
A proof of banking letter of the new account

Once your account information has been updated, it will take 24 hours to be reviewed and accepted. Should we need any additional information, we will be in touch. Please keep an eye on your inbox.

If you do not have access to your Merchant Portal, please pop us a mail with your documents to authorise the change.

Why has my rate changed?

Your rate will be adjusted every month based on the previous month’s SnapScan turnover. The higher your monthly turnover, the lower next month’s rate. The programme operates on a monthly basis and resets at the end of each month. You will receive an email about your progress and goals on the third Monday of every month, as well as at the beginning of the month when your rate resets.

How high can my rate go with dynamic rates?

Your rate will never be higher than the rate you originally had, it can only go lower! Our standard rate is 2.95% (excl. VAT) which means that if you are not using SnapScan often your rate will remain on 2.95% (excl. VAT). If you start transacting at higher volumes your rate will decrease.

I have multiple stores, can they all be under one dynamic rate?

If you have multiple stores owned by one business, it only seems fair to offer you a consolidated rate based on the turnover of your entire business. Please get in touch with our team at help@snapscan.co.za if you have multiple stores so we can make sure we offer you a rate across your accounts based on your combined turnover.

Download our resources

Here are a few resources to help explain how mobile payments work, so you don’t have to.

Keen to get in touch or simply say hello?

How can we help?

Thanks for getting in touch.

Have questions about SnapScan?

Download our resources