SRD R370: Managing a Lost or Changed Phone Number

The Critical Role of Your Registered Phone Number for SRD R370

The mobile phone number you used when applying for the SRD R370 grant is more than just a contact detail; it's a primary key for identity verification, communication, and security related to your grant. SASSA utilizes this number for several essential functions:

• Receiving One-Time Pins (OTPs): For securely accessing your grant information online, updating details (like banking information), or submitting appeals, SASSA sends OTPs to your registered number to verify your identity.
• Important Notifications: SASSA sends crucial updates about your grant status, payment dates (for some beneficiaries or payment methods), requests for information, or announcements about the grant via SMS to this number.
• Account Recovery and Security: In some instances, your phone number is used as part of the process to recover access to your online SRD profile or to flag suspicious activity.
• Linking for Payment Methods: For certain payment methods like Cash Send, the registered phone number is directly linked to the transaction.

Losing access to this registered phone number or failing to update it with SASSA after a change can lead to significant difficulties in managing your SRD grant and potentially delay or prevent access to your funds.

Problems Arising from a Lost, Stolen, or Changed Phone Number

If you no longer have access to the phone number registered with your SRD R370 grant, or if you've changed it without notifying SASSA, you may encounter several serious issues:

• Inability to Check Status or Update Details: Many online functions, including status checks or updating banking details on the SRD website, require an OTP sent to the registered number. Without access, you cannot complete these actions.
• Missed Communications: You will not receive vital SMS notifications from SASSA regarding your grant status, paydays, requests for re-verification, or other important information.
• Difficulties with Appeals: Lodging or tracking an appeal often involves OTP verification using the registered number.
• Failed Payments: If your payment method is directly linked to your phone number (e.g., some Cash Send options), a changed or inactive number will cause the payment to fail.
• Security Risks: If your old number falls into the wrong hands and is still linked to your grant, there's a potential risk of unauthorized access, although SASSA has multiple layers of security.
• Reapplication Issues: If you need to reapply for the grant, having an outdated phone number can complicate the process.
• Inability to complete Multi-Factor Authentication: Some SASSA processes rely on SMS for a second factor of authentication to ensure you are the rightful grant holder.

It is therefore imperative to ensure SASSA always has your current, active, and RICA-registered (in your name) mobile number.

Official Procedures to Update Your SRD R370 Phone Number with SASSA

Updating your phone number with SASSA is a security-sensitive process designed to protect your grant from fraud. While direct online changes by the applicant were sometimes limited due to security concerns, SASSA provides specific channels. Always refer to the official SASSA SRD website for the most current procedure.

General Steps Often Involved (Subject to SASSA's Current Procedures):

1. Attempt Online Update (If Available):
   • Visit the official SASSA SRD website: srd.sassa.gov.za.
   • Look for options related to updating personal details or contact information. This may require you to first verify your identity using your ID number and possibly other security questions if access to the old number for OTP is lost.
   • SASSA may provide a specific portal or link to request a phone number change. Be prepared to provide both your old (if you remember it) and new phone numbers, along with your ID number.
   • This process may involve further verification steps by SASSA before the new number is active.
2. Contact the SASSA Call Centre:
   • Call the SASSA Toll-Free Call Centre at 0800 60 10 11.
   • Explain your situation (lost/changed phone number) and request to update your SRD grant contact details.
   • Be prepared to answer several security questions to verify your identity. This is crucial to prevent unauthorized changes. They will require your ID number.
   • The call centre agent will guide you through the process. They may be able to initiate the change or advise on further steps.
3. Visit a SASSA Office (If Other Methods Fail or for Complex Cases):
   • If you are unable to update your number online or via the call centre, or if there are complications, visiting your nearest SASSA office may be necessary.
   • Take your original South African ID document (Smart ID card or green barcoded ID book) with you.
   • You may also need proof of your new phone number (e.g., RICA confirmation in your name).
   • Speak to a SASSA official and explain that you need to update the phone number linked to your SRD R370 grant. They will assist you with the required forms and verification.

Important Considerations When Updating Your Number:

• Identity Verification is Key: SASSA will always need to rigorously verify your identity before changing such a critical piece of information to prevent fraud.
• Patience May Be Required: The update process, especially if done via the call centre or office, might not be instantaneous. Allow some time for the changes to reflect in the system.
• Use ONLY Official Channels: Never attempt to change your phone number through unofficial websites, social media pages, or third-party individuals claiming to work for SASSA. This could expose you to scams. Stick to srd.sassa.gov.za and the official call centre.
• RICA Compliance: Ensure your new phone number is RICA-registered in your own name. SASSA often verifies this.

Regularly check the official SASSA SRD website for any announcements or updated procedures regarding contact detail changes.

Security Implications of a Lost or Compromised Phone Number

Losing control of the phone number registered with your SRD grant, especially if it falls into the wrong hands, can have security implications. While SASSA employs various security measures, a compromised phone number could potentially be used by fraudsters in attempts to:

• Intercept One-Time Pins (OTPs) if they gain access to your SIM card.
• Gather information by receiving your SMS notifications from SASSA.
• Attempt to make unauthorized changes to your grant details if they also have other pieces of your personal information.

Protecting Your Grant Information:

• Report Lost/Stolen SIM Immediately: If your SIM card is lost or stolen, report it to your mobile network provider immediately to have it blocked.
• Update SASSA Promptly: Prioritize updating your phone number with SASSA as soon as you have a new, secure number.
• Never Share OTPs: SASSA will never call you to ask for an OTP. OTPs are for you to enter on secure SASSA websites.
• Be Wary of Phishing: Do not click on suspicious links sent via SMS or email claiming to be from SASSA and asking for login details or personal information. Always access SASSA services by typing the official website address (srd.sassa.gov.za) into your browser.
• Use Strong, Unique Passwords (If Applicable): If any SASSA online portals use passwords, ensure they are strong and not reused elsewhere.