Frequently Asked Questions

Where can I apply for a FoneYam contract?
You can apply online or at a selected Ackermans or PEP store within South Africa.
What do I need to apply for a FoneYam contract?
You will need a valid SA ID or passport. A picture of you will be taken online or in store to complete the application. Once your application is completed and approved, a small upfront payment is required when collecting your device in store.
Which devices are available through FoneYam?
To find out which devices are available through FoneYam, ask a FoneYam assistant at selected Ackermans or PEP stores.
How long is the rental contract period?
The rental contract period is 13 months and 7 days.
How much is the Upfront Payment and when is it due?
The Upfront Payment is 30% of the device retail price and is due at time of application. The exact Upfront Payment will be communicated to you during your application and is also stipulated in your Device Rental Schedule sent to you after approval.
When is my first payment due?
Your First Payment is due 7 days after you have made your Upfront Payment and taken delivery of the device.
When is my first monthly payment due?
Your First Monthly Payment will be due 30 days after your First Payment and thereafter on the same day of every succeeding month until you have made all Monthly Rental Payments. The due date and amount will also be stipulated in your Device Rental Schedule sent to you after approval.
Where do I make my payments?
Payments can be made via Pay@ at any Pay@ enabled store, including Ackermans, PEP, Shoprite and PnP or online at payat.io. Use your Pay@ reference number provided to you during your application when making payments.
How can I check my payment details?
Your Device Rental Schedule sent to you after approval, will include all your payment amounts and due dates. You can also dial *134*33011# free of charge to view your payment details.
How often do I have to make a payment?
To illustrate your contract payment dates, refer to the timeline below as an example. Your specific payment due dates will be communicated to you during your application as well as in your Device Rental Schedule sent to you after approval.

What must I do if I am unable to make the necessary payments?
If you fail to make a payment on time, we will lock your device remotely until payment is received. This means that you will not be able to make calls, send texts, or access data. You will only be able to contact the FoneYam contact centre and make emergency calls. Please let us know if you are having trouble making a payment or if you have any questions about your payment schedule in order to make timely arrangements.
What happens if my device is lost or stolen?
Call the FoneYam contact centre immediately on 0860 900 900 to report your device as lost or stolen. Your device will be locked remotely to protect your personal information.
Do I have insurance on my FoneYam contract?
All contracts concluded on or from 4 November 2024 will include insurance against your death, disability, loss of income and should your device be lost or stolen. More information on the insurance can be found under clause 7 in the Terms and Conditions.
How much is the insurance per month?
FoneYam insurance gives you peace of mind, at no cost to you.
Who is the insured party and the insurance company?
As this is a rental agreement, FoneYam is the insured party and the insurer is Abacus.
How do I submit an insurance claim?
Contact us on 0860 900 900 or via email at claims@foneyam.co.za to submit a claim. In the event that your device is lost or stolen, please report it to the police and supply us with the SAPS case number when submitting the claim. Remember to phone us immediately when your device is lost or stolen so that we can lock your device and protect your personal information.
What happens once the claim is approved?
When a death, disability or loss of income claim is approved, you will no longer have to continue paying your contract. Once a Lost or Stolen claim is approved, you will receive a replacement device, provided all outstanding payments have been made.
How do I get my replacement device?
Once the lost/stolen device claim is approved, you will receive an SMS with details to collect a new device. This replacement device will be of similar value as the lost/stolen device. You will be expected to continue with your monthly payments. Your second device will not be insured for loss or theft as we only cover the initial device.
What will happen to my device at the end of the contract?
At the end of your contract, you will have two options:
1 ) You may exercise the option to purchase the device for a small price equal to the fair market value of the device at date of termination.
2) Return the device to your nearest Ackermans or PEP store.
Can I cancel my contract earlier?
You may cancel the contract earlier by giving us 20 business days’ written notice. In such an event a reasonable cancellation penalty will be payable. The penalty will depend on whether you return the device or not.
Should you cancel, the following will apply:
1) You can exercise your option to purchase the device; or
2) Return the device.
Can I use any SIM from any network provider in my FoneYam device?
You can use your existing SIM linked to any network provider or use the new SIM given to you in store as part of your application. The SIM initiated with your FoneYam contract must be 1) kept in your device and 2) in the original SIM slot (SIM slot 1) for the duration of the contract, unless you obtain prior approval from FoneYam to change your SIM.
What will happen if I change my SIM card?
Should you, without obtaining our prior approval, insert a SIM card into the device other than the one initiated with the device, the device will be locked. Should your device have a dual SIM slot, you need to keep the SIM in SIM slot 1 for the contract period. To link a new SIM to your FoneYam contract, please contact our contact centre on 0860 900 900.
Why is my device locked?
Your device will be locked for the following reasons:
• You missed a payment that was due.
• You changed your SIM card without obtaining our prior approval.
• Your device was lost or stolen and you requested that we lock your device to protect your personal information.
• Your contract has ended. You may, however, exercise your option to purchase the device and make the relevant payment whereafter it will be unlocked.
Who can I contact if I have questions regarding my device or my FoneYam contract?
Call the FoneYam contact centre on 0860 900 900 or email us at info@foneyam.co.za.