Let us help you solve online banking errors

Are you getting stuck or receiving error messages when using Absa Online Banking, the Banking App or Cellphone Banking? Our online banking troubleshooting guides can help you get back online quickly.

Absa Banking App

I cannot register
Your device has been jailbroken or rooted

Jailbreaking or rooting are terms used to describe replacing your device’s operating system (Android or iOS) with a different operating system. This can leave your device vulnerable to hacking, malware or a virus.

For this reason, your Absa Banking App will not work on a jailbroken or rooted device.

To restore your device to the original factory settings, please contact your Network Service Provider or the device manufacturer.

Unsupported device

This message will display if your device’s operating system is outdated. Your Absa Banking App only works with:

Android V5.5 or higher

iOS Version 11 or higher

To fix this problem simply update your operating system. This will also enhance your device’s security and stability. To do this go into your device’s settings and select Update software.

The "Unsupported device" message will also pop up on devices that may have reached their end of life. This means that the operating system can no longer be updated.

Your Absa Banking App will not work on such devices as they are no longer supported by the software vendor and poses a security risk.
My Absa Banking App has stopped working
First try updating your Absa Banking App through your app store.

If this does not work try to free up some storage space on your device:

Delete any unwanted apps or files

Clear your Absa Banking App cache:

Go to settings

Select Apps, then tap on the Absa Banking App

Select storage, then tap on Clear cache - do not select Clear data as this will delete all app information and you will need to relink your app

Restart your app
I am not receiving my verification messages
Make sure the device you are using is your primary device:

Logon to your Absa Banking App

Tap Menu

Scroll down and tap Devices

Select your device and view details

Tap Make this my verification device if required

Make sure push notifications are enabled:

Logon to your Absa Banking App

Tap Menu

Scroll down and tap App Settings

Tap Switch to enable push notifications

Your Absa Banking App security settings might not recognize open or unsecured WiFi networks:

Switch off WiFi on your device

Enable mobile data to establish a connection (note: your data will not be used)

Still not getting your verification messages?

Turn off both WiFi and mobile data settings

Switch on flight mode

Restart your device

Once device is restarted, turn on mobile data to refresh the connection

If none of the above works:

Login to Absa Online Banking and re-do your transaction from there

Let the verification request expire three times

Then, follow the on-screen instructions to generate a verification number on your Absa Banking App and complete your transaction
You have entered invalid credentials
Online banking fees normally get debited from your nominated cost account on the last day of the month. If this debit is unsuccessful, Absa will try and debit the nominated account again on the third working day of the next month.

If there are still no funds available in the nominated account to facilitate this debit, your online banking service will be suspended.

Unsuccessful debits from the nominated cost account can happen for the following reasons:

Insufficient funds

The nominated cost account is a non-transactional account, for example, Tru-Save account or Moneybuilder account

To re-activate your online banking service, call the Absa Contact Centre on 08600 08600 and select option 4, or visit your nearest Absa branch.

Our agents will let you know how much your outstanding fees are and how you can settle the fees.

Please note once your online banking service is re-activated, you need to ensure there are sufficient funds available in your nominated account for at least 24 hours to enable us to debit the outstanding online banking fees. Your online banking service will revert to ‘unpaid suspended’ state again if there are no sufficient funds available.
Your online banking service is on ‘unpaid suspended’ state

You may receive this error when you attempt to log in on your Absa Banking App. This error occurs due to a hold being placed on your Online Banking profile.

For assistance, call the Fraud hotline on 0860 557 557 or the Absa Contact Centre on 08600 08600, select option 4.

Common Errors

You have entered invalid credentials

You may receive this error when you attempt to log in on your Absa Banking App. This error occurs due to a hold being placed on your Online Banking profile.

For assistance, call the Fraud hotline on 0860 557 557 or the Absa Contact Centre on 08600 08600, select option 4.
Your online banking service is on ‘unpaid suspended’ state
Online banking fees normally get debited from your nominated cost account on the last day of the month. If this debit is unsuccessful, Absa will try and debit the nominated account again on the third working day of the next month.

If there are still no funds available in the nominated account to facilitate this debit, your online banking service will be suspended.

Unsuccessful debits from the nominated cost account can happen for the following reasons:

Insufficient funds

The nominated cost account is a non-transactional account, for example, Tru-Save account or Moneybuilder account

To re-activate your online banking service, call the Absa Contact Centre on 08600 08600 and select option 4, or visit your nearest Absa branch.

Our agents will let you know how much your outstanding fees are and how you can settle the fees.

Please note once your online banking service is re-activated, you need to ensure there are sufficient funds available in your nominated account for at least 24 hours to enable us to debit the outstanding online banking fees. Your online banking service will revert to ‘unpaid suspended’ state again if sufficient funds are not available.