Account & billing — Mutual Africa Pay Help

Account & Billing

Account & billing

Everything you need to manage your Mutual Africa Pay subscription — upgrading plans, updating payment methods, downloading invoices, cancelling, resetting your password, and data privacy requests.

Changing or upgrading your plan

You can upgrade your Mutual Africa Pay plan at any time from within your account. Upgrades take effect immediately — you gain access to the new features the moment the upgrade is processed, and billing is prorated for the remainder of your current billing period.

How to upgrade your plan

Go to Settings — Click your organisation name in the top navigation and select Settings.

Select Billing and Plan — Click the Billing section.

Click Upgrade Plan — You will see the available plans with their features and pricing. Click Select on the plan you want to move to.

Confirm the upgrade — Review the prorated amount for the remainder of the current billing period. Click Confirm Upgrade to proceed.

Upgrade is applied immediately — Your account is upgraded immediately. New features become available straight away.

How proration works

When you upgrade mid-cycle, Mutual Africa Pay calculates the number of days remaining in your current billing period and charges only for those days at the new plan rate. The difference is charged to your payment method on file immediately. Your next full billing date and amount reflect the new plan rate.

Downgrading your plan

If you need to move to a lower plan, go to the same Billing section and select Change Plan. A downgrade takes effect at the end of your current billing period — you continue to have access to your current plan's features until the end of the period you have already paid for. Note that downgrading may reduce the number of users, entities, or transactions your account supports — if your current usage exceeds the lower plan limits, you will need to reduce usage before the downgrade takes effect.

If you are on an annual billing cycle and need to downgrade before the year is up, contact the Mutual Africa Pay support team. Annual plan changes are handled case by case.

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Adding or updating a payment method

Your Mutual Africa Pay subscription is billed to the payment method on file in your account. You can update this at any time — for example, if a card expires, if you switch business banking accounts, or if you want to pay by EFT instead of card.

How to update your payment method

Go to Settings, then Billing — Click Payment Methods.

Add a new payment method — Click Add Payment Method. Select whether you are adding a card or setting up EFT.

For card payments — Enter the card number, expiry date, and CVV. Mutual Africa Pay uses a PCI-compliant payment processor — your card details are not stored on Mutual Africa Pay servers.

For EFT payments — Mutual Africa Pay will display the banking details to use for EFT payments and the reference number to include. Note that EFT payments require manual initiation each billing cycle.

Set as default — Once added, click Set as Default on the new payment method to make it the primary method for future billing.

What happens if a payment fails

If your subscription payment fails — due to an expired card, insufficient funds, or a card blocked for online transactions — Mutual Africa Pay sends you a notification and retries the payment after three days. If the retry also fails, your account enters a grace period of seven days during which you can update your payment method to avoid interruption to your subscription. After the grace period, access to paid features may be suspended until payment is resolved.

Update your card details before your current card expires to avoid an interruption to your subscription. Mutual Africa Pay will send you a reminder when the card on file is approaching its expiry date.

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Downloading your Mutual Africa Pay invoices

Mutual Africa Pay generates a subscription invoice for every billing cycle — monthly or annual depending on your plan. These invoices are available for download at any time from your account and can be used for your own accounting records, VAT input tax claims, or reimbursement purposes.

How to download subscription invoices

Go to Settings, then Billing — Click Billing History.

Find the invoice you need — Invoices are listed in reverse chronological order — most recent first. Each entry shows the billing date, the amount, and the payment status.

Click Download — Click the Download button next to the relevant invoice. The invoice downloads as a PDF.

What the invoice contains

Each Mutual Africa Pay subscription invoice shows the billing date, the plan name and billing period, the amount charged, the VAT component, Mutual Africa Pay's VAT registration number, and your business name as registered in your organisation profile. This document is a valid South African tax invoice for the purposes of claiming input VAT.

If your organisation name or address in your Mutual Africa Pay profile is incorrect, subscription invoices will reflect the incorrect details. Update your organisation profile before the next billing date to ensure future invoices are correct. Historical invoices cannot be reissued with corrected details.

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Cancelling your subscription

You can cancel your Mutual Africa Pay subscription at any time. Cancellation takes effect at the end of your current billing period — you continue to have full access to your plan features until that date. After cancellation, your account moves to the free Solopreneur plan if your transaction volume is within the Solopreneur limits, or becomes read-only if it exceeds them.

How to cancel your subscription

Go to Settings, then Billing — Click Cancel Subscription.

Select a reason for cancellation — Mutual Africa Pay asks for a reason — this is optional but helps the team understand how to improve the product.

Confirm cancellation — Click Confirm Cancellation. You will receive a confirmation email with your cancellation effective date.

What happens to your data after cancellation

Mutual Africa Pay retains your account data for ninety days after the cancellation effective date. During this period, you can log in to export your data — financial reports, client records, transaction history, and any attached documents. After ninety days, the data is permanently deleted in accordance with the Mutual Africa Pay privacy policy and POPIA requirements.

If you reactivate your subscription within the ninety-day retention period, your data is restored in full and your account continues as though it was never cancelled.

Export all financial reports, client records, and important documents before the end of the ninety-day retention period. Data deleted after this period cannot be recovered.

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POPIA data request — how to submit

Under South Africa's Protection of Personal Information Act, you have the right to request access to the personal information Mutual Africa Pay holds about you, to request correction of inaccurate information, and to request deletion of your personal information. This article explains how to submit each type of request.

Requesting access to your personal data

Submit a support ticket with the subject Data Access Request. Describe the specific personal information you would like to access. Mutual Africa Pay will acknowledge your request within three business days and provide a response within thirty days. Responses are delivered securely to the email address registered on your account.

Requesting correction of inaccurate data

If personal information held in your account is inaccurate, you can correct most of it directly — go to your profile settings and update the relevant fields. For information that cannot be self-corrected, submit a support ticket with the subject Data Correction Request and describe what is incorrect and what the correct information should be.

Requesting deletion of your personal data

To request deletion of your personal data, submit a support ticket with the subject Data Deletion Request. Note that some data may be retained where Mutual Africa Pay has a legal obligation to keep it — for example, financial transaction records required for tax compliance may be retained for the legally required period even after a deletion request. The support team will detail exactly what will and will not be deleted in response to your request.

Mutual Africa Pay's POPIA compliance framework is described in the Privacy Policy available at mutualafricapay.com/privacy. The Information Officer responsible for Mutual Africa Pay's compliance with POPIA can be contacted through the support ticket system.

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Resetting your password

If you have forgotten your Mutual Africa Pay password or need to reset it for security reasons, you can request a reset from the login page. The reset process takes less than two minutes.

How to reset your password

Go to the Mutual Africa Pay login page — Click Forgot Password below the login form.

Enter your email address — Type the email address registered on your account and click Send Reset Link.

Check your email — Mutual Africa Pay sends a password reset link to your email address. The link is valid for sixty minutes.

Click the reset link — Open the email and click the Reset Password link. You will be taken to a page to enter your new password.

Set your new password — Enter and confirm your new password. The password must be at least eight characters and include at least one number. Click Save New Password.

Log in with your new password — Return to the login page and sign in using your email address and the new password.

If the reset email does not arrive

Check your spam or junk mail folder — automated emails from Mutual Africa Pay are occasionally filtered. If it is not there, wait five minutes and try requesting a new reset link. If you still do not receive it, the email address you entered may not match the address registered on the account. Try an alternative email address you may have used when signing up, or contact Mutual Africa Pay support for identity verification assistance.

For security, Mutual Africa Pay does not confirm whether an email address is registered on an account when processing password reset requests. This protects account holders from having their registered email address confirmed to third parties.

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Two-factor authentication setup

Two-factor authentication adds a second layer of security to your Mutual Africa Pay login — requiring a one-time code from your mobile device in addition to your password. Enabling two-factor authentication is strongly recommended, particularly for accounts with financial transaction access.

How to enable two-factor authentication

Go to Settings, then Security — Click Enable Two-Factor Authentication.

Choose your method — Mutual Africa Pay supports authenticator apps — such as Google Authenticator, Microsoft Authenticator, or Authy — and SMS one-time codes. Authenticator apps are more secure than SMS and are recommended.

For authenticator apps — Mutual Africa Pay displays a QR code. Open your authenticator app, scan the QR code, and the account is added to your app. Enter the six-digit code currently displayed in the app to confirm the setup.

For SMS verification — Enter your mobile number. Mutual Africa Pay sends a test code by SMS. Enter the code to confirm.

Save your recovery codes — Mutual Africa Pay generates a set of recovery codes — unique single-use codes that can be used to access your account if you lose access to your authentication device. Save these codes in a secure location immediately. Mutual Africa Pay cannot recover them if they are lost.

Logging in with two-factor authentication enabled

After entering your email and password at login, Mutual Africa Pay will prompt you for the second factor. Open your authenticator app and enter the current six-digit code, or enter the SMS code sent to your mobile. The code is valid for thirty seconds — if it expires before you enter it, wait for the next code to appear in the app.

If you lose access to your two-factor authentication device and your recovery codes, you will not be able to log in without contacting Mutual Africa Pay support for identity verification. Keep your recovery codes somewhere safe and accessible.

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