1. How do I register as a tenant?
o register as a tenant, simply click on LOGIN (top right of the page). Then, follow the steps to register. You can also download the official Ontec (our parent company) Home app from the Apple App Store or Google Play stores.
2. What is a token and how does it work?
A token is essentially a 20-digit number that releases a specified amount of electricity (in kwh), water (in kL) or gas (in m3) into a corresponding prepaid meter. Tokens can be purchased by presenting your meter serial number to a vendor. Then, the vending system generates a token that gives you the units corresponding to the value you paid. You can then enter the 20-digit token into the meter and the equivalent electricity/water/gas credit will be loaded into the meter. The money paid for the token will then be paid over to the landlord, trustee on the body corporate or managing agent.
The token number is Standard Transfer Specification (STS)- compliant.
3. Where can I purchase tokens from?
There is a large national vending network comprising small and large retail vendors, as well as banks and filling stations. To further help take the headache out of utility management, tokens are also available via the YOUtility Home app (available on both the Apple and Google Play stores).
4. How will I receive my token?
Tokens purchased at retail outlets will appear as a 20-digit number on your receipt. Tokens purchased via the www.home.ontec.co.za website or Ontec Home app are available either via SMS, email, or displayed directly on the website or app.
Other information that will be displayed includes the date and time of purchase; the transaction value; the meter serial number; the tariff; and the number of credit units of electricity, water or gas issued.
5. Can someone steal my token?
No. Because the 20-digit token number is linked to a specific meter serial number, it cannot be loaded onto a different meter.
6. I've lost my token, what do I do?
All you have to do is contact the YOUtility service desk (086 122 0244) or log into your YOUtility account (www.home.ontec.co.za) to retrieve your most recent token.
7. Can a token be reversed?
Unfortunately, a token cannot be reversed.
However, it can be refunded, but only under certain strict conditions. This does come with a non-negotiable R650 call-out fee for the technician because the meter in question needs to be visited and the credit needs to be cleared on the meter before the token can be refunded.
8. Where can I see what the prepaid electricity/water tariff is that applies to my home?
The applicable tariff will always be on your token receipt. Additionally, your Body Corporate or Home Owners Association should notify you on an annual basis. You are also welcome to get in touch with the YOUtility service desk- call us on 086 122 0244 or email servicedesk@youtility.co.za
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General Questions
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