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Billing & Prepaid Payments for Freedom
In this article, you’ll find everything you need to know about how billing works when using the Freedom platform. We’ll explain how prepaid payments are handled, where to view your balance, and how to top up. Whether you're just getting started or need help understanding your invoice, this page will guide you through it.
What is Prepaid?
"Prepaid" means you pay for your usage in advance — before using the service. At Voys, this allows you to control your costs and avoid unexpected charges.
How Prepaid Works
- Invoices are generated at the time of payment, not after usage.
- Freedom displays all amounts excluding VAT.
- Call charges are deducted immediately after each call ends.
- Subscriptions and once-off fees are deducted from your balance at the end of the month.
Example: When you purchase R100 in prepaid credit, R86.96 is shown as the available balance on your dashboard.
If your balance is too low, your account may go into a negative state. You can only make calls when your balance is positive.
Checking Your Balance
Your current prepaid credit is always visible on your Freedom dashboard. It’s a good idea to monitor your balance regularly, especially near the end of the month when service fees are deducted.
Notifications & Alerts
You can set a balance threshold to receive low-credit alerts.
To set this up:
- Login Freedom.
- Go to Account.
- Go to Billing.
- Go to Prepaid.
- Select the Settings tab.
You’ll receive:
- An email alert when your credit drops below your set threshold.
- An email preview one week before service fees are charged, showing your expected remaining balance after deductions.
⚠️ Payment Options
We accept the following payment methods:
- Prepaid: You can top up your prepaid balance online through the Freedom web portal.
- Postpaid, debit order only, no EFT
How do I load prepaid credit on my Freedom account?
- Login Freedom.
- Go to the Dashboard tab.
- Click the Top-up credit button under the Prepaid balance section.
- Once you have topped up, you will be redirected to the Top-up tab.
- Enter your email address, Company Name, Business Address and VAT number as you want them to reflect on your invoice.
- Enter the amount that you wish to top up your account with. VAT and the Total including VAT will be automatically calculated.
- Select your preferred payment method (Credit / Debit Card or EFT).
- You will be prompted to enter either your card details or to log into your online banking account.
- When Credit / Debit card is selected: Fill in your bank card details.
- When Instant EFT is selected: Click on your bank's icon & log into your bank’s online banking portal in order to make the payment. Please allow enough time for the transaction to proceed.
- Once your payment is successful, you will be automatically redirected to your Freedom dashboard.
- You will receive your payment invoice via email.
Where can I find my invoices?
Postpaid customers: Contact Voys for your invoices.
Prepaid Customers
Freedom now allows you to access and download prepaid invoices once you have topped up your prepaid credit balance.
- Login to Freedom
- To download your invoices directly from Freedom, go to your Freedom dashboard
- Click on "top-up credit."
- Go to the 'My invoices' tab on the left
- Select the correct invoice and click on Download Invoice
- You will see a pop-up prompting you to type in the authentication code. The code was sent to you via email after making a successful payment. The same code can be used to download all your invoices
- Download your invoice
Switching from prepaid to debit order (postpaid)
Customers who are currently using prepaid as a payment term may switch to debit orders if debit order documents are approved and the credit risk is clear.
Additional documents required:
- A completed and signed Voys Debit Order Mandate (DOM)
- 2 month’s bank statements and an interim statement
- Proof of business address
What happens to your prepaid account?
You will remain on prepaid till the end of the month in which the switch is requested and should top up with sufficient credit to last till then.
The account transfer can only be actioned on the last day of the month. i.e., if the request to switch from prepaid is made on the 13th of April, the existing prepaid credit should last till the 30th of April, and debit order payment terms will commence as of the 1st of May.
Will your request to switch be rejected?
A credit check will be run to determine whether you have a clean credit record or not.
FAQ
If your bills are not paid on time, your account may be deactivated. This only happens after we’ve made several attempts to inform you about the outstanding balance. Please get in touch so we can take a look at your details.
Postpaid customers: Contact Voys for your invoices.
We send invoices to the email address you provided. If you’ve changed your email address and haven’t updated it with us, please follow these steps:
- Login Freedom.
- Click on Account in the top right corner.
- Select Administration.
- Click on Billing Information.
- In the Invoicing Email Address field, enter the email address where you want your invoices to be sent.
For any change to your bank details, please send an “account confirmation letter” from your bank or a statement confirming the new information to accounts@voys.co.za.
- We charge a once-off fee to activate your account on Freedom. This fee is payable upfront on sign-up.
- The monthly subscription costs will be every 2nd of each month for services rendered the month prior.
- For example, your account will be debited on 2nd April for services rendered between the 1st and the 31st of March.
- You can sign up anytime during the month. Monthly subscriptions will be charged pro rata.
- You can order Hardware upfront on order.
- You will not be able to log in to your account on Freedom while the account is suspended.
- To top up, please use the link that was sent to your billing email address advising of the suspension.
- Once sufficient credit is loaded via the link, your account will automatically be reactivated.
- Both incoming and outgoing calls should work.
- You will be able to log in to Freedom.
- Run out of credit
- Prepaid customers have no “airtime”, and the account balance is 0 or Negative.
- Please check the balance on Freedom on the Dashboard.
- You can still receive calls but you will not be able to make any outgoing calls.
- Suspension
- In a case whereby the account remains negative for 7 days, the account will automatically be suspended
- An email will automatically be sent to your billing email with a link to Top-Up
- No incoming calls can be received and no outgoing calls can be made at this Stage
- You will not have access to Freedom to top up.
- A top-up link will be emailed to your billing email address.
Our invoicing system operates on “invoice on payment”, which means that a payment triggers an invoice to be generated, which also serves as a receipt of payment. Should you require details on subscriptions billed, you may access them on Freedom:
- Go to Admin.
- Click on Account in the top right corner of Freedom.
- Select Administration.
- Select Used Services.
- Scroll through the list of each added service and subscription.
Should you require details of calls billed, you may also access them in Freedom:
- Log in on Freedom
- Go to Account >> Billing >> Call Cost.