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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 it 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 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 businesses 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?

There are more than 60 000 businesses 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 just yet. 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 feature within the app. The default payment method when sending money to your friend’s Wallet will be the bank card you loaded onto the app, but if you verify your app, you can send money from your Wallet to theirs. Your SnapScan Wallet funds can be spent at any of our 60 000 merchants, nationwide.

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

Yes! In order to withdraw funds from your SnapScan Wallet to your bank account, you’ll first need to verify your SnapScan app. To do this, head to the menu in your SnapScan app > Account Settings > Verify account > click the edit icon and follow the prompts. It may take 1-2 days for your details to be verified, but you’ll be notified as soon as everything is set up and your withdrawal feature is active.

Why won’t my SnapScan Wallet work with Payfast or MasterPass?

Funds in the SnapScan Wallet can only be used to make payments to SnapScan QR codes, please look out for our logo on the code you are scanning. While some codes are compatible with SnapScan, funds in the SnapScan Wallet can only be used when making payments to businesses registered with SnapScan. This means that you can't use your Wallet to pay Masterpass or any other QR codes.

Can I use the funds in my Wallet for Prepaid?

You can use your wallet funds to buy electricity and pay your bills. However, you are currently unable to use the funds in your Wallet to purchase prepaid data and airtime in the app.

What if I‘m struggling to verify my app?

You will need a South African ID book or card in order to verify your SnapScan app. If you are struggling to verify your app due to the app struggling to scan your face, please try again in clear lighting, or scan in a different form of identification if the troubles persist.

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. Make sure to log into your app with the same email address for your transaction history to be transferred to your new phone. See the FAQ section on Safety & Security if your phone has been lost or stolen.

I received an SMS from my bank saying I was charged for a prepaid payment, but I didn’t receive my tokens.

When purchasing airtime, data or electricity, the payment is reserved on your bank account so that we can generate a token that is then sent to the cellphone number or app. In doing so, you will get a transaction SMS from your bank confirming that the funds have been deducted.

Should the payment be unsuccessful for any reason, the reserved funds are automatically reversed back into your bank account. Additionally, you will notice that the transaction will not show up in your charged payments on your banking app.

However, the payment may show as pending if your bank has not processed our reversal request yet. The payment will not be charged but your bank may take a while to process this request.

If you have continued trouble with the status of a SnapScan payment, please contact us at help@snapscan.co.za

How do I join the SnapScan app beta testing community?

We’re always looking for interesting feedback. Our Beta Community is comprised of people who use the SnapScan app, and want to drive the future of the app, offer ideas for new features, and give feedback on how things can be improved. You can join the Beta Community here.

We’ll reach out every now and then with a wild idea, a short survey we’d love you to complete, or an invitation to chat and get your insights. You’re never obliged to reply, but if you do we’ll occasionally send a small thank you, or treat you to a coffee - we know you’re busy and we value your time.

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 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 my account?

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. All cards loaded on the app will need to be enabled for online payments and 3D secure. 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 right now via our Merchant Portal. We'll need your business information, your bank details and FICA/KYC documentation. Once your account is verified, you can start accepting snappy payments.

You can complete the entire registration process online. Our team will review your account within one business day and will email you with feedback should we need anything further.

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 registered South African bank account.

Can I use SnapScan on my website?

Yes! You’ll be asked to select if you’re using SnapScan on your website during the sign up process and our team will be in touch once your account is active to assist with getting set up. If you have questions around integrating your site with SnapScan, 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 unregistered business or sole proprietorship. But we will still need the necessary FICA documentation according to your business type.

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 require the same legally mandated documents to make sure that everything is safe and secure for you and your customers.

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. If you’re trading online, you can also use the Transactions tab on your Merchant Portal to track and confirm your payments.

You can also set up daily, weekly, or monthly reports of all transactions made to you in the Report Notifications section of the Store Settings tab on your Merchant Portal, these reports will be sent via email.

For any further questions reach out to our Customer Experience Team.

How do I purchase physical codes for my SnapScan account?

If you’re looking for something a bit more sturdy than your downloadable SnapCode, you can purchase a new physical SnapCode on the Shop tab of your Merchant Portal. We offer lanyard codes for when you’re on the move; metal codes to shimmer at the front of your store; or our standard perspex codes that can be purchased individually or in a Starter Kit with flyers for your new customers.

How do I link my physical SnapCode to my account?

Although the SnapCode you download and print from the Merchant Portal is automatically linked, the physical SnapCodes purchased on our online store need to be linked to your account manually.

This can be done on the Payment methods tab of your Merchant Portal. You can do this by selecting the Link Physical SnapCode option and entering your phone number and the SnapCode ID (the letters and numbers in the bottom right corner of the SnapCode)

This will link the code to your merchant account. You can still use both codes, as they are both linked to the bank details you registered with initially.

Which ecommerce providers does SnapScan integrate with?

If you are going to be using an ecommerce platform with a checkout section, we have integrations with the following platforms: WooCommerce; Magento; ShopStar; and OpenCart.

If your site is not built using any of our partners, we can help you include a static copy of your SnapCode in the payments sections of your website. You can also enable referencing on your code to easily reconcile payments.

Does SnapScan offer any free ecommerce integrations?

We own and manage WooCommerce and Magento 2 ecommerce plugins. Our Magento plugin integrates with Magento 2 and above, allowing you to offer SnapScan as a payment method on your site. Our WooCommerce integration allows your customers to pay via SnapScan app or card, while you can recon your payments in your consolidated Dashboard. Contact our team at help@snapscan.co.za to set it up!

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, and speeds 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. 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.

Does SnapScan offer recurring payments?

Recurring payments is only available to NPO’s and charitable organisations for now. The functionality is limited and we hope to get this feature up and running for businesses soon. If you have a charitable organisation and would like this feature enabled, please pop us a mail to help@snapscan.co.za to set things up.

How do I join the SnapScan merchant beta testing community?

We’re always looking for interesting feedback. Our Beta Community helps drive how our offering is improved, and what features we focus on. You can sign up here.

We’ll reach out every now and then with a wild idea, a short survey we’d love you to complete, or an invitation to chat and get your insights. You’re never obliged to reply, but if you do we’ll sometimes send a small thank you, or treat you to coffee - we know you’re busy and we value your time.

We want SnapScan to be the best it can be, and that includes learning what problems we can solve for you.

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 get a monthly VAT invoice for my payments received?

To download a PDF of your monthly VAT invoices, head to the Transactions tab of your Merchant Portal. Once you’re viewing your transaction information > head to Export (top right) > VAT invoice PDF > select the relevant month > Export > click Download (in green on the left) > your VAT invoice for the relevant month will open as a PDF in a new tab that you can view or download.

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.

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