How to Send Us Your Proof of Payment

The fastest way to get reconnected is to pay your full overdue amount in your Online Account or the Mweb app. These payments reconnect you automatically, any time. If you’ve already paid by EFT, send your proof of payment (POP) on Live Chat or upload it in the Mweb app, and an agent will reconnect you during Support hours. Your internet should be back within about 30 minutes. If you paid us by mistake, send your POP on Live Chat to request a refund. Refunds take 3 to 5 business days.

Updated 30 October 20262 min read

What’s the Fastest Way to Get Reconnected?

Pay your full overdue amount in your Online Account or the Mweb app. Your account reconnects automatically, any time of day, with no need to send proof of payment.

See How to Pay Your Arrears Balance.

Partial payments won’t reconnect your account. Make sure you pay the full overdue amount.

I Paid by EFT. How Do I Get Reconnected?

EFT payments don’t reconnect your account automatically. Send us your proof of payment (POP) so an agent can reconnect you.

First, get your POP from your bank. See How to Get Proof of Payment From Your Bank.

Then choose one of these options.

Option 1: Live Chat

1. Start a Live Chat.
2. Attach your POP.
3. An agent will check it and reconnect your account.

Option 2: Upload in the Mweb App

1. Open the Mweb app and tap the menu icon (☰) at the top left.
2. Tap “Upload Documents” and upload your POP.
3. Tap “Live Chat” at the bottom of the screen and let us know your POP is there.
4. An agent will check it and reconnect your account.

If your chat ends before an agent joins, start a new chat and let the agent know you’ve already sent your POP.

EFT reconnections are done during Support hours.

How Long Does Reconnection Take?

Usually about 30 minutes after an agent reconnects your account. Sometimes it’s immediate after you restart your router.

If you’re still offline after 30 minutes, restart your router and wait a few minutes.

I Paid Mweb by Mistake. How Do I Get a Refund?

We can’t move a payment to another Product, but we can refund it. Send your POP on Live Chat to request a refund.

We’ll refund to the banking details on your account. If we don’t have them, or you’d like the refund paid into someone else’s account, also send:

• A bank confirmation letter or bank statement for the account
• A copy of the account holder’s ID

For someone else’s account, you’ll also need to confirm in the chat that you agree to this.

Refunds take 3 to 5 business days.

Vuma Reach can’t be paid by EFT. If you’ve paid for Vuma Reach by EFT, we’ll refund the payment. For Vuma Reach double payments or overpayments, see Vuma Reach Refunds, Overpayments and Double Payments.