Frequently Asked Questions

How can I reset my EasyAVS password?

Step 1: Open the EasyAVS Kiosk login link: https://www.easyavs.co.za/
Step 2: Click on “Forgot your password?”
Step 3: Insert the email address, linked to your EasyAVS account
Step 4: Select “Submit”
Step 5: Open the email you received and click on the “Reset your password” hyperlink. This will take you to a link to create a new password.

Please send an email to support@easydebit.co.za if you are still struggling to login or if you are unable to remember your username.

Why did the customer not receive the mandate request?

There can be several reasons why a customer may not receive the mandate request. It’s important to note that the mandate request is sent directly from the bank, and EasyDebit does not have direct control over this process. Here are a few possible reasons:

Reason 1: Customer does not have any data: If the customer’s mobile data is turned off or their device does not have an active internet connection, they may not receive the mandate request. It’s essential to ensure that the customer has a functioning data connection to receive the request.

Reason 2: Slow network in the area or load shedding: Slow network connectivity or power disruptions, such as load shedding, can impact the delivery of the mandate request. These external factors can cause delays in the customer receiving the request. It is advisable to check the network status or any scheduled power outages in the customer’s area.

Reason 3: Customer’s bank is offline: In some cases, if the customer’s bank is experiencing technical issues or undergoing maintenance, and this  can affect the transmission of the mandate authentication request. During such instances, the bank’s systems may be temporarily unavailable, causing delays in delivering the request to the customer.

Reason 4: For the mandate authentication request to be sent to the Cellphone, the Customer must have been registered for Cellphone banking with their bank.  This is only the case for TT1 Authentications, where for the other authentication requests, the customer can make use of the other banking channels to authenticate the mandate.

Reason 5:  If the account details are not correct on the mandate, the mandate will be rejected even before the authentication request is sent to the customer.

Please note that these reasons are provided as general possibilities, and it’s recommended to contact the customer’s bank or support team for specific assistance regarding the non-receipt of mandate requests

How do I create a new EasyAVS user?

To create a new user account for a new staff member, please send an email to support@easydebit.co.za and include the following details:

  • Name & Surname
  • Email
  • Division/Store Name
  • The system the user needs access to (EasyAVS)

Once the request is received, the EasyDebit support team will create the user account after which the user will receive an activation email. Please note that user creation has an SLA of 3 business hours. This SLA is only applicable if all necessary information is included in the initial email.

If you are unsure of the Division/Store name, please provide the username of a colleague that already has access to the same functionality, so we can ensure that your user setup is the same as this individual.

How to deactivate an EasyAVS user

To deactivate an existing user account, please send an email to support@easydebit.co.za and include the following details of the user you would like to deactivate:

  • Email
  • Username

Once received, the EasyDebit support team will deactivate the user. Please note that user deactivation has an SLA of 3 business hours. This SLA is only applicable if all necessary information is included in the initial email.

Why did the customer, not receive the OTP (One-Time Password)?

The One-Time Password (OTP) is sent to the cell phone number that is linked to the customers bank account. It’s important to note that even if you enter a different cell phone number on the mandate screen, if that number is not associated with the customers bank account and they are not authorised for online banking, they will not receive the OTP. To ensure successful receipt of the OTP, please make sure the customer has access to the cell phone number registered with their bank.

Why can I not access the portal?

Password issue – Please click on the forgot password link to reset your password.
Locked account – If your account is locked, our support team will have to check the reason for it being locked. Please send an email to support@easydebit.co.za to highlight your issue. We will assign a support ticket and resolve the issue as soon as possible.