What to check when having issues or inquiries related to DebiCheck

Check Client Details:

1. Confirm that the client's personal bank account details are accurate, this can be done be checking the clients bank statement or payslip

2. Verify that the client's ID number is correctly linked to the bank account for which the DebiCheck will be sent to for authorisation

3. Ensure that the bank account is eligible to accept DebiCheck we know that certain bank account do not accept DebiCheck ie Discovery Bank or any other credit accounts. Its best to check with the client.

Cellphone and Internet Connectivity:

1. Confirm that the client's cellphone number is linked to their banking app.

2. Check if the client has a stable and strong internet connection.

Update Client Contact Details:

1. Ensure that the client's contact details are up-to-date at the bank.

Mandate Expiry:

1. For USSD, inform the client that they have 2 minutes to accept the DebiCheck authorisation.

Informing the Client:

1. It is crucial to inform the client immediately after sending the DebiCheck mandate that they need to look out for the authorisation request

2. Provide instructions on how the client can accept the mandate, whether through USSD, banking app, or the ATM.

Delayed Option:

1. Encourage the user of the delayed option for DebiCheck, which allows clients until a specific time (e.g., 9 PM) to accept on their banking app or at the ATM.

Bank-Specific Instructions:

1. Include specific dialling codes for clients to check and approve DebiCheck mandates, tailored to their respective banks (e.g., 120001# for Nedbank).

2. Client to check if the requests have been  successfully sent to them via cellphone banking:

• Nedbank: *120*001#

• ABSA: *120*2272#

• Standard Bank: *120*2345#

• Old Mutual: *120*257#

• FNB: *120*321#

• Ubank: *120*823#

• Capitec: *134*7233#

System Updates:

1. Inform clients that the system will update the status of Debicheck around 12 pm the afternoon on the following day for delayed DebiCheck requests.

Escalation to IT or Support:

1. In case of persistent issues, recommend escalating the problem to the support team for further investigation.