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How to start
SOLmate is a smart and secure payment platform designed to simplify your everyday transactions. Once you’ve topped up your SOLmate wallet, you can use your balance to pay for prepaid products, send money, and more — all from your mobile app.
SOLmate benefits include:
SOLmate benefits include:
- Receive your salary at no cost
- Buy prepaid DStv, electricity, and other services instantly without fees
- Buy airtime and gaming vouchers instantly without fees
- Send instant money vouchers to any phone number in South Africa
- Free and instant transfers between SOLmate users
- Send money internationally to over 180 countries
- Earn Cash Rewards on eligible transactions
- Download account statements for free
How to use SOLmate
Your SOLmate wallet makes it easy to receive salaries, payments, and deposits — all digitally and securely. Once funds reflect in your app balance, you can use them to buy prepaid products, send money, or access other services.
Receive EFT Payments
You can receive EFT payments directly into your SOLmate wallet. Here's how to access your payment details:
Steps to access and share your EFT details:
Make sure your mobile number is used as the payment reference
Payments usually reflect in your wallet within 1–2 business days
Instant EFT (RTC) may reflect sooner depending on the sender’s bank
Top Up with Cash
If you'd prefer to top up your SOLmate balance using cash, you have two options:
Option 1: ATM Cash Deposit
Option 2: Pay@ at Participating Retailers
Receive EFT Payments
You can receive EFT payments directly into your SOLmate wallet. Here's how to access your payment details:
Steps to access and share your EFT details:
- Open the Main Menu in your SOLmate app
- Tap Receive Money
- Select EFT from Bank
- Choose to Download or Share your payment confirmation letter
Make sure your mobile number is used as the payment reference
Payments usually reflect in your wallet within 1–2 business days
Instant EFT (RTC) may reflect sooner depending on the sender’s bank
Top Up with Cash
If you'd prefer to top up your SOLmate balance using cash, you have two options:
Option 1: ATM Cash Deposit
- Tap Top Up in your app
- Select ATM
- Follow the instructions provided
- Always use your mobile number as the reference to avoid delays
Option 2: Pay@ at Participating Retailers
- Tap Top Up
- Select Pay@
- Visit a participating retailer (such as Shoprite, Checkers, PEP, Boxer*)
- Show your phone screen to the cashier
- Pay your chosen amount
- Participating store availability may vary. Your app will show nearby outlets.
Payments and Transfers
You can send money from your SOLmate wallet to any South African bank account using the EFT (Electronic Funds Transfer) feature in the app.
Steps to send an EFT:
Decide if you want the payment to go faster: You’ll see an “RTC” (Real-Time Clearing) switch
Turn this ON if you want the funds to reflect within 60 minutes
Leave it OFF for standard EFT processing (1–2 business days)
Review all details and confirm the transaction
Important Notes:
Standard EFTs reflect in the recipient’s account within 1–2 business days
If RTC is switched ON:
Payments sent before 15:00 reflect within 60 minutes
Steps to send an EFT:
- Open the Services menu in your SOLmate app
- Tap EFT Transactions
- Enter the amount you wish to send and tap Next
- Select the bank, enter the account number and branch code
- Enter a payment reference (this will appear on the recipient’s bank statement)
Decide if you want the payment to go faster: You’ll see an “RTC” (Real-Time Clearing) switch
Turn this ON if you want the funds to reflect within 60 minutes
Leave it OFF for standard EFT processing (1–2 business days)
Review all details and confirm the transaction
Important Notes:
Standard EFTs reflect in the recipient’s account within 1–2 business days
If RTC is switched ON:
Payments sent before 15:00 reflect within 60 minutes
An Ewallet allows you to send money quickly and securely to a recipient using their South African mobile number — no bank account needed.
Who can I send an Ewallet to?
You can send an Ewallet to anyone with a valid South African cellphone number.
How long does it take to process an Ewallet?
Processing typically takes less than 5 minutes.
Can I cancel an Ewallet after sending it?
Yes — an Ewallet can be cancelled if it has not yet been redeemed. To cancel, contact our support team via the in-app chat.
Can an Ewallet expire?
Yes — an Ewallet will expire 30 days after being sent. Once expired, the full amount will be automatically refunded to the sender.
What does the recipient need to retrieve the funds?
The recipient will receive an SMS with:
Where can the recipient withdraw the Ewallet?
The SMS will include a list of supported locations, such as:
What should I do if the recipient does not receive the SMS?
Please contact SOLmate support via the in-app chat. We’ll resend the SMS immediately.
What is the fee to send an Ewallet?
There is a flat fee of R20 per Ewallet sent.
Need more information on transaction limits?
Please refer to the Limits & Fees page or Help Centre for full details.
Who can I send an Ewallet to?
You can send an Ewallet to anyone with a valid South African cellphone number.
How long does it take to process an Ewallet?
Processing typically takes less than 5 minutes.
Can I cancel an Ewallet after sending it?
Yes — an Ewallet can be cancelled if it has not yet been redeemed. To cancel, contact our support team via the in-app chat.
Can an Ewallet expire?
Yes — an Ewallet will expire 30 days after being sent. Once expired, the full amount will be automatically refunded to the sender.
What does the recipient need to retrieve the funds?
The recipient will receive an SMS with:
- A voucher number
- A unique PIN
- Step-by-step instructions on how to withdraw the funds
Where can the recipient withdraw the Ewallet?
The SMS will include a list of supported locations, such as:
- Nedbank ATMs
- Pick n Pay
- Shoprite
- Checkers
- Boxer
- Kazang-enabled stores
What should I do if the recipient does not receive the SMS?
Please contact SOLmate support via the in-app chat. We’ll resend the SMS immediately.
What is the fee to send an Ewallet?
There is a flat fee of R20 per Ewallet sent.
Need more information on transaction limits?
Please refer to the Limits & Fees page or Help Centre for full details.
wiCode is a digital payment method that lets you deposit or withdraw cash at participating retailers using a unique code generated in your SOLmate app. It’s quick, secure, and doesn't require a card.
Deposits
How do I deposit money using wiCode?
Where can I deposit money using wiCode?
You can deposit at the following retailers:
Is there a fee for depositing money via wiCode?
Yes — the transaction fee is 1.75% of the deposit amount, with a minimum fee of R14.
This means if 1.75% of your deposit is less than R14, you’ll still be charged R14.
How long does it take for my deposit to reflect?
Deposits via wiCode are processed instantly. If you experience a delay, please contact support via the in-app chat.
Withdrawals
How do I withdraw money using wiCode?
Where can I withdraw money using wiCode?
Withdrawals are supported at:
Is there a fee for withdrawing money via wiCode?
Yes — a flat fee of R6 applies to all withdrawals.
General
Does my wiCode expire?
Yes — wiCodes for both deposits and withdrawals expire after 1 hour.
If your code expires, you can simply generate a new one.
Can I generate multiple wiCodes at once?
No — you can only have one active wiCode at a time.
You’ll be able to create a new code after your current code has either been used or has expired.
What should I do if my wiCode doesn’t generate successfully?
Wait a few minutes and try again. If the issue continues, please contact our support team via the in-app chat.
Want to know more about limits?
For daily and monthly usage limits, please refer to the Limits & Fees page or Help Centre.
Deposits
How do I deposit money using wiCode?
- Open the SOLmate app and tap Receive Money
- Select wiCode Deposit
- Enter the amount and generate your unique wiCode
- Visit a participating retailer and present the code at the till to complete your deposit
Where can I deposit money using wiCode?
You can deposit at the following retailers:
- Shoprite
- Checkers
- Usave
Is there a fee for depositing money via wiCode?
Yes — the transaction fee is 1.75% of the deposit amount, with a minimum fee of R14.
This means if 1.75% of your deposit is less than R14, you’ll still be charged R14.
How long does it take for my deposit to reflect?
Deposits via wiCode are processed instantly. If you experience a delay, please contact support via the in-app chat.
Withdrawals
How do I withdraw money using wiCode?
- Open the SOLmate app and tap Send Money
- Select wiCode Withdrawal
- Enter the amount and generate your unique wiCode
- Visit a participating retailer, present your code, and collect your cash
Where can I withdraw money using wiCode?
Withdrawals are supported at:
- Shoprite
- Checkers
- Usave
- Pick n Pay
Is there a fee for withdrawing money via wiCode?
Yes — a flat fee of R6 applies to all withdrawals.
General
Does my wiCode expire?
Yes — wiCodes for both deposits and withdrawals expire after 1 hour.
If your code expires, you can simply generate a new one.
Can I generate multiple wiCodes at once?
No — you can only have one active wiCode at a time.
You’ll be able to create a new code after your current code has either been used or has expired.
What should I do if my wiCode doesn’t generate successfully?
Wait a few minutes and try again. If the issue continues, please contact our support team via the in-app chat.
Want to know more about limits?
For daily and monthly usage limits, please refer to the Limits & Fees page or Help Centre.
SOLmate allows you to send money to over 180 countries quickly and securely using the International Money Transfer feature built into the app.
How do I get started?
Before sending your first transfer, you'll need to complete a once-off registration and identity verification.
To register:
If your verification is unsuccessful, you can tap Chat to Support in the same section to get help via WhatsApp.
Who can use international money transfers?
Only customers aged 18 or older with a valid South African ID or passport can use this service.
How do I send money internationally?
How long does it take for the recipient to get the money?
While some transfers may reflect within minutes, delivery can take up to 48 hours, depending on the country, delivery method, and payout partner.
Where can the recipient collect the money?
For cash pickups, the recipient will need to present:
Can I cancel or refund a transfer?
Yes — transfers may be cancelled or refunded if:
Can I resend a transfer?
Yes — failed or cancelled transfers can be resent with updated or corrected recipient details. You can also change the delivery method.
What is the fee to send money internationally?
Which countries can I send to?
SOLmate supports transfers to 180+ countries, including:
Zimbabwe, Malawi, Zambia, Mozambique, Ghana, Nigeria, China, and many more.
Need more info on limits or fees?
Please refer to the Limits & Fees page or Help Centre.
How do I get started?
Before sending your first transfer, you'll need to complete a once-off registration and identity verification.
To register:
- Open the SOLmate app
- Go to Services
- Select International Money Transfer
- Tap Get Verified and follow the prompts
If your verification is unsuccessful, you can tap Chat to Support in the same section to get help via WhatsApp.
Who can use international money transfers?
Only customers aged 18 or older with a valid South African ID or passport can use this service.
How do I send money internationally?
- Open International Money Transfer in the app
- Add the recipient’s details
- Choose the delivery method: Cash Pickup, Mobile Wallet (e.g. Ecocash, Mpesa), Bank Deposit
- Select who pays the fee (you or the recipient)
- Enter the amount
- Confirm and pay from your SOLmate wallet
- Share the PIN or voucher with the recipient if required
How long does it take for the recipient to get the money?
While some transfers may reflect within minutes, delivery can take up to 48 hours, depending on the country, delivery method, and payout partner.
Where can the recipient collect the money?
For cash pickups, the recipient will need to present:
- A valid ID
- The PIN or voucher received via SM
- The recipient’s name must exactly match the transaction.
Can I cancel or refund a transfer?
Yes — transfers may be cancelled or refunded if:
- The recipient’s account or wallet isn’t registered
- The details provided were incorrect
- The transaction has been inactive for more than 21 days
Can I resend a transfer?
Yes — failed or cancelled transfers can be resent with updated or corrected recipient details. You can also change the delivery method.
What is the fee to send money internationally?
- Flat fee of R25 for transfers under R25,000
- The sender or recipient can be selected to cover the fee
- You can choose to fix the amount your recipient receives
Which countries can I send to?
SOLmate supports transfers to 180+ countries, including:
Zimbabwe, Malawi, Zambia, Mozambique, Ghana, Nigeria, China, and many more.
Need more info on limits or fees?
Please refer to the Limits & Fees page or Help Centre.
You can buy prepaid vouchers for services like airtime, data, electricity, DStv, and betting directly from the SOLmate app. Here’s how:
How to buy a voucher:
Airtime/Data/SMS: Enter the mobile number, select the operator, and choose the bundle.
Electricity: Enter the meter number and amount.
DStv: Enter your smartcard or account number.
Betting/Lottery: Enter the voucher amount and required reference.
Didn't receive your voucher?
If your voucher is missing, unreadable, or incorrect:
Response times vary based on the provider but are generally resolved within 24 hours. You’ll be kept updated throughout the process.
How to buy a voucher:
- Open the SOLmate app and go to the Services section.
- Select the type of voucher
- Review and confirm the details.
- Tap Pay. Once the payment is processed, voucher details will be displayed under the Transactions section of your app.
- Only successful transactions will generate a voucher. If there is an issue, contact support for assistance.
Airtime/Data/SMS: Enter the mobile number, select the operator, and choose the bundle.
Electricity: Enter the meter number and amount.
DStv: Enter your smartcard or account number.
Betting/Lottery: Enter the voucher amount and required reference.
Didn't receive your voucher?
If your voucher is missing, unreadable, or incorrect:
- Go to the Transactions section in your app and tap the relevant item to check voucher visibility.
- If it's still missing or has an error, reach out to Support using the in-app chat or WhatsApp.
- Our team will investigate and escalate to the appropriate provider if needed.
Response times vary based on the provider but are generally resolved within 24 hours. You’ll be kept updated throughout the process.
Cash Rewards are bonuses you earn based on how much you spend using qualifying SOLmate services — such as airtime purchases, wallet transfers, and bill payments.
Here’s what you need to know:
Who qualifies?
You must have an active monthly subscription (R10 fee), billed on the 1st of each month. A 3-day grace period applies. If your fee is not paid by then, you won’t qualify for that month’s rewards.
How are rewards calculated?
Rewards are calculated as a percentage of what you spent on eligible services during the month. The eligible services and reward percentage may change monthly.
When do I get paid?
If you qualify, rewards are paid out at the start of the next month — you’ll see it reflected in your SOLmate wallet.
How can I check my rewards?
Open your SOLmate app and view the Cash Rewards bar graph.
Can I still earn rewards if I missed payment?
No — if your R10 subscription fee is unpaid after the 3-day grace period, you will forfeit that month’s Cash Rewards.
Can support fix or apply rewards manually?
No — Cash Rewards are automatically calculated and paid by the system. If you have a question, check your app dashboard for the most accurate status.
Here’s what you need to know:
Who qualifies?
You must have an active monthly subscription (R10 fee), billed on the 1st of each month. A 3-day grace period applies. If your fee is not paid by then, you won’t qualify for that month’s rewards.
How are rewards calculated?
Rewards are calculated as a percentage of what you spent on eligible services during the month. The eligible services and reward percentage may change monthly.
When do I get paid?
If you qualify, rewards are paid out at the start of the next month — you’ll see it reflected in your SOLmate wallet.
How can I check my rewards?
Open your SOLmate app and view the Cash Rewards bar graph.
- Yellow bar: You qualified and earned a reward.
- Grey bar: You didn’t qualify (likely due to missed subscription payment).
Can I still earn rewards if I missed payment?
No — if your R10 subscription fee is unpaid after the 3-day grace period, you will forfeit that month’s Cash Rewards.
Can support fix or apply rewards manually?
No — Cash Rewards are automatically calculated and paid by the system. If you have a question, check your app dashboard for the most accurate status.
Fees and Limits
What are my overall wallet and transaction limits?
Your SOLmate account has limits that apply across all services combined — including EFTs, vouchers, eWallets, WiCode, and international transfers.
Daily transaction limit: R10,000
Monthly transaction limit: R50,000
Maximum account balance: R25,000
Once you reach your daily or monthly transaction cap, further transactions will be blocked — even if the individual service limit hasn’t been reached.
What are the fees and limits for EFT (bank transfers)?
EFT Send (Standard)
EFT Send (Real-Time Clearing / RTC)
EFT Receive (Standard)
EFT Receive (RTC)
When receiving EFTs, always use your full SOLmate mobile number (starting with 0 or 27) as the payment reference. Incorrect references may delay or block the transfer.
What are the fees and limits for eWallet transfers?
Unredeemed eWallets expire after 30 days. If the voucher is not used, the full amount — including the R20 fee — is refunded automatically to the sender.
What are the fees and limits for international money transfers?
You may also choose to fix the exact payout amount your recipient receives.
What are the fees and limits for WiCode transactions?
WiCode Withdrawal
WiCode Deposit
WiCodes expire 60 minutes after being generated. If the code expires, simply generate a new one.
What are the fees and limits for voucher purchases?
All voucher types are free to purchase. This includes airtime, data, electricity, DStv, and betting vouchers.
Voucher usage limits:
How do Cash Rewards work?
Cash Rewards are automatically earned based on eligible service usage — such as airtime purchases and bill payments — but only if your R25 monthly account fee is paid on time.
Your SOLmate account has limits that apply across all services combined — including EFTs, vouchers, eWallets, WiCode, and international transfers.
Daily transaction limit: R10,000
Monthly transaction limit: R50,000
Maximum account balance: R25,000
Once you reach your daily or monthly transaction cap, further transactions will be blocked — even if the individual service limit hasn’t been reached.
What are the fees and limits for EFT (bank transfers)?
EFT Send (Standard)
- Fee: R8
- Processing time: 4–48 business hours
EFT Send (Real-Time Clearing / RTC)
- Fee: R40
- Processing time: Within 15 minutes (including weekends and public holidays)
EFT Receive (Standard)
- Fee: Free
- Processing time: Same day if sent before 15:00 (Monday to Friday)
EFT Receive (RTC)
- Fee: R40
- Processing time: Within 15 minutes
When receiving EFTs, always use your full SOLmate mobile number (starting with 0 or 27) as the payment reference. Incorrect references may delay or block the transfer.
What are the fees and limits for eWallet transfers?
- Send fee: R20
- ATM withdrawal fee: R10 + 1%
- Online shopping fee: R1.50
- Daily transaction limit: R10,000
- Monthly transaction limit: R50,000
Unredeemed eWallets expire after 30 days. If the voucher is not used, the full amount — including the R20 fee — is refunded automatically to the sender.
What are the fees and limits for international money transfers?
- Flat fee: R25 (for transfers under R25,000)
- Fee payer: Either the sender or recipient (selectable during the process)
- Delivery time: Up to 48 hours
- Supported countries: 180+
You may also choose to fix the exact payout amount your recipient receives.
What are the fees and limits for WiCode transactions?
WiCode Withdrawal
- Fee: R20 (currently R10 until July 2025)
- Per transaction limit: R3,000
- Daily limit: R10,000
- Monthly limit: R24,000
WiCode Deposit
- Fee: 1.75% of the deposit amount (minimum R14)
- Per transaction limit: R3,000
- Daily limit: R15,000
- Monthly limit: R24,000
WiCodes expire 60 minutes after being generated. If the code expires, simply generate a new one.
What are the fees and limits for voucher purchases?
All voucher types are free to purchase. This includes airtime, data, electricity, DStv, and betting vouchers.
Voucher usage limits:
- Airtime & Data: R10,000 per day / R50,000 per month
- Electricity, DStv & Betting: R5,000 per day / R25,000 per month
- Voucher purchases count toward your overall daily and monthly wallet transaction limits.
- Once-off Account activation fee (South African ID & Passport holders): R99
- Once-off Account activation fee (Asylum documentation): R120
- Monthly account fee: R10 (billed on the 1st of each month)
How do Cash Rewards work?
Cash Rewards are automatically earned based on eligible service usage — such as airtime purchases and bill payments — but only if your R25 monthly account fee is paid on time.
- A 3-day grace period applies
- If unpaid after 3 days, you forfeit that month’s rewards
- Rewards are paid at the start of the following month
Urgent Issues
I Haven’t Received My Money — What Should I Do?
We understand delays can be frustrating. Here's a breakdown by payment type, whether you're depositing into or sending from your SOLmate wallet:
We understand delays can be frustrating. Here's a breakdown by payment type, whether you're depositing into or sending from your SOLmate wallet:
Timeframe | |
ATM Deposits | Same day or by the next business day |
EFT in | Can take up to 3 business days, depending on your bank’s processing time. |
RTC (Real-Time Clearing) in | Reflects within 1 hour, even on weekends and public holidays. I |
Retail Deposits (Pay@ barcode) | Reflect within 15 minutes to a few hours, but may take up to 1 business day. |
WiCode Deposit | Immediately |
EFT out | May take up to 3 business days, depending on the recipient’s bank. |
RTC (Real-Time Clearing) out | Funds should reflect within 60 minutes, depending on the receiving bank. On weekends, it may take up to 1 day for funds to reflect. |
Ewallet | Recipient should receive an SMS with voucher details within a few minutes. |
wiCode Withdrawal & deposit | The code must be used at the selected retailer within 60 minutes. |
My Application Was Declined
We’re committed to making digital money simple and accessible — but we must also comply with South African laws and regulatory requirements to keep your account secure.
To open a SOLmate account, the following requirements must be met:
Accepted Documents for Verification
You may submit one of the following valid, government-issued identity documents:
All documents must be valid and clearly readable. We do not accept screenshots, scanned copies, or digitally altered images.
Image and Selfie Requirements
For help, open the in-app support chat and our team will guide you through the process.
We’re committed to making digital money simple and accessible — but we must also comply with South African laws and regulatory requirements to keep your account secure.
To open a SOLmate account, the following requirements must be met:
Accepted Documents for Verification
You may submit one of the following valid, government-issued identity documents:
- South African green barcoded ID or Smart ID card
- South African passport
- Foreign passport
- Asylum seeker or refugee permit
All documents must be valid and clearly readable. We do not accept screenshots, scanned copies, or digitally altered images.
Image and Selfie Requirements
- The document image must be sharp, clear, and fully visible (no cropping, glare, or blur)
- All text and edges on the document must be clearly readable
- Your selfie must show your full face clearly — no filters, sunglasses, hats, or obstructions
- Computer-generated images or modified pictures are not accepted
- You must be 18 years or older
- You must reside in South Africa
For help, open the in-app support chat and our team will guide you through the process.
About Us
What is SOLmate?
SOLmate is a secure, mobile-first digital payments platform designed for individuals living in South Africa. It gives you a simple way to receive money, send money, pay for services, and manage your finances — all from your phone.
Key Features:
Important to Know:
SOLmate is not a bank. It’s a digital platform that gives you access to essential financial services.
All financial services are powered by trusted, authorised third-party providers who are regulated as Financial Services Providers (FSPs) or Third-Party Payment Providers (TPPPs).
The money in your SOLmate wallet is stored in a custody account held with a registered South African bank and overseen by an authorised FSP, regulated under the Financial Sector Conduct Authority (FSCA).
Your Security:
Your SOLmate account is tied to your mobile number, verified through a secure OTP.
Access is protected using your personal PIN, fingerprint, or Face ID (where supported).
Your profile uses device-level encryption, meaning no one can access your account without your credentials.
If your phone is lost or replaced, you can safely restore your account on a new device using the same mobile number.
Your Control:
Only you can access and use your funds.
No debit orders or third-party deductions can be applied to your SOLmate wallet.
Your transactions are secure and private — giving you full control of your digital money experience.
SOLmate is a secure, mobile-first digital payments platform designed for individuals living in South Africa. It gives you a simple way to receive money, send money, pay for services, and manage your finances — all from your phone.
Key Features:
- Receive payments like salaries, tips, or allowances
- Send money to other people or payment methods
- Pay bills, buy prepaid electricity, airtime, and more
- Use additional services like vouchers, transfers, and wallet top-ups
Important to Know:
SOLmate is not a bank. It’s a digital platform that gives you access to essential financial services.
All financial services are powered by trusted, authorised third-party providers who are regulated as Financial Services Providers (FSPs) or Third-Party Payment Providers (TPPPs).
The money in your SOLmate wallet is stored in a custody account held with a registered South African bank and overseen by an authorised FSP, regulated under the Financial Sector Conduct Authority (FSCA).
Your Security:
Your SOLmate account is tied to your mobile number, verified through a secure OTP.
Access is protected using your personal PIN, fingerprint, or Face ID (where supported).
Your profile uses device-level encryption, meaning no one can access your account without your credentials.
If your phone is lost or replaced, you can safely restore your account on a new device using the same mobile number.
Your Control:
Only you can access and use your funds.
No debit orders or third-party deductions can be applied to your SOLmate wallet.
Your transactions are secure and private — giving you full control of your digital money experience.
Manage your account
How do I delete my SOLmate account?
We're sorry to see you go. If you wish to delete your SOLmate account and remove your personal data, follow these steps:
Steps to Request Account Deletion:
Verify Your Identity
Provide your full name, registered phone number, and any other information our team may request to confirm ownership.
Confirmation
Our team will contact you to confirm your request. You may be asked to complete further verification to ensure account security.
Account Deletion
Once confirmed, your account will be deleted, and you’ll receive final confirmation from our team.
This applies to both standard SOLmate users and registered SOLmate Agents. If you are an Agent, please specify this in your request so we can assist accordingly.
We're sorry to see you go. If you wish to delete your SOLmate account and remove your personal data, follow these steps:
Steps to Request Account Deletion:
- Submit a Support Request
- Contact our support team using one of the following methods:
- In-App Support Tab: Open the SOLmate app and select the “Support” option.
- WhatsApp: Message us at +27 63 944 5086
- Email: Send a request to support@solmate.co.za
Verify Your Identity
Provide your full name, registered phone number, and any other information our team may request to confirm ownership.
Confirmation
Our team will contact you to confirm your request. You may be asked to complete further verification to ensure account security.
Account Deletion
Once confirmed, your account will be deleted, and you’ll receive final confirmation from our team.
This applies to both standard SOLmate users and registered SOLmate Agents. If you are an Agent, please specify this in your request so we can assist accordingly.
How do I change my phone number on SOLmate?
If you’ve changed your number and need to update it on your SOLmate profile, here’s how:
If you still have access to your old number:
If you don’t have access to your old number:
We’ll need to verify that it’s really you:
If your answers are correct, we’ll update your profile with the new number.
You’ll be asked to log in again using the new number.
If we can’t verify your identity, the request may be escalated for further review.
Important: Number changes cannot be completed without successful identity verification.
If you’ve changed your number and need to update it on your SOLmate profile, here’s how:
If you still have access to your old number:
- Contact us via in-app chat or WhatsApp.
- We’ll confirm your identity and update your number.
- Once done, log out and log back in with your new number.
If you don’t have access to your old number:
We’ll need to verify that it’s really you:
- Contact us from your new number via in-app chat or WhatsApp.
- We’ll ask you to verify your identity through a series of questions
If your answers are correct, we’ll update your profile with the new number.
You’ll be asked to log in again using the new number.
If we can’t verify your identity, the request may be escalated for further review.
Important: Number changes cannot be completed without successful identity verification.
How do I reset or change my SOLmate App PIN?
If you need to reset or change your SOLmate app PIN, follow these steps:
Note: You must be logged in and using your registered mobile number to complete this process. If you’ve changed your number, follow the number change process first before attempting a PIN reset.
If you need to reset or change your SOLmate app PIN, follow these steps:
- Open your SOLmate app and log in using your registered number.
- Navigate to the Settings menu.
- Tap Change App PIN Code.
- An OTP (One-Time PIN) will be sent to your registered mobile number.
- Enter the OTP to verify your identity.
- Set your new 5-digit secret PIN.
- Re-enter the same PIN to confirm.
Note: You must be logged in and using your registered mobile number to complete this process. If you’ve changed your number, follow the number change process first before attempting a PIN reset.
Contact Details & Support Hours
Need assistance? Our SOLmate support team is here to help - 7 days a week.
How to Contact Us
You can reach us using any of the following methods. Please ensure you contact us from your registered mobile number for verification purposes.
In-App Support:
Open the SOLmate app → Tap the Support tab → Select your query or start a live chat.
WhatsApp:
Message us on +27 63 944 5086
Email:
Email us at support@solmate.co.za
Include your registered mobile number and a short description of your issue.
Support Hours
Monday to Friday: 08:00 – 20:00
Saturday and Sunday: 08:00 – 18:00
Public Holidays: Closed
How to Contact Us
You can reach us using any of the following methods. Please ensure you contact us from your registered mobile number for verification purposes.
In-App Support:
Open the SOLmate app → Tap the Support tab → Select your query or start a live chat.
WhatsApp:
Message us on +27 63 944 5086
Email:
Email us at support@solmate.co.za
Include your registered mobile number and a short description of your issue.
Support Hours
Monday to Friday: 08:00 – 20:00
Saturday and Sunday: 08:00 – 18:00
Public Holidays: Closed
Notifications & Updates
All important updates — such as service changes, new features, and alerts — are shared directly via the SOLmate app.
Always keep your app notifications turned on in your phone settings to avoid missing critical information.
You can also manually check for updates by tapping the notification bell icon in the top-right corner of your SOLmate app.
If an update is specific to your account or activity, you’ll receive a direct message from our support team via in-app chat.
To enable app notifications:
Go to your phone’s Settings → Notifications → SOLmate → Turn notifications ON.
Always keep your app notifications turned on in your phone settings to avoid missing critical information.
You can also manually check for updates by tapping the notification bell icon in the top-right corner of your SOLmate app.
If an update is specific to your account or activity, you’ll receive a direct message from our support team via in-app chat.
To enable app notifications:
Go to your phone’s Settings → Notifications → SOLmate → Turn notifications ON.
Having Trouble Downloading the App?
Get in touch
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