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SRD R370: Managing a Lost or Changed Phone Number

Your registered phone number is crucial for managing your SASSA Social Relief of Distress (SRD) R370 grant. This guide explains what to do if it’s lost, stolen, or changed.

The Critical Role of Your Registered Phone Number for SRD R370

The mobile number you provided when applying for the SRD R370 grant is far more than just a contact detail—it is central to identity verification, communication, and security for your grant. SASSA relies on this number for several key functions:

  1. Receiving One-Time Pins (OTPs): OTPs are sent to your registered number to securely access grant information online, update details (such as banking information), or submit appeals.

  2. Important Notifications: Updates about your grant status, payment dates, information requests, or official announcements are delivered to you via SMS.

  3. Account Recovery and Security: Your number can be used to help recover access to your SRD profile or to detect and respond to unusual activity.

  4. Linking for Payment Methods: For payment options like Cash Send, your registered mobile number is directly tied to the transaction.

If you lose access to your registered phone number or fail to update it with SASSA after changing it, you may face serious difficulties managing your SRD grant, including delays—or even being unable to access your funds.

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

Losing access to the phone number linked to your SRD R370 grant—or changing it without updating SASSA—can create several serious challenges:

  1. Inability to check status or update details – Online functions such as checking your status or updating banking details require an OTP sent to your registered number. Without it, these actions cannot be completed.

  2. Missed communications – You won’t receive critical SMS updates from SASSA about your grant status, payment dates, re-verification requests, or other key information.

  3. Appeal difficulties – Lodging or tracking an appeal typically relies on OTP verification tied to your registered number.

  4. Failed payments – If your payment method (e.g., Cash Send) is linked to your phone number, an inactive or changed number may prevent payment from going through.

  5. Security risks – If your old number is still linked to your grant and falls into the wrong hands, there’s a potential risk of misuse, even though SASSA has multiple layers of protection.

  6. Reapplication issues – Reapplying for the grant can be complicated if your number on record is outdated.

  7. Authentication problems – Some SASSA processes use SMS as part of multi-factor authentication. Without access to the registered number, verification cannot be completed.

To avoid these issues, always ensure SASSA has your current, active, and RICA-registered mobile number in your name.

Official Procedures to Update Your SRD R370 Phone Number with SASSA

Because your phone number is tied directly to the security of your SRD grant, SASSA treats updates with strict verification to protect against fraud. Always confirm the latest process on the official SASSA SRD website.

General Steps (Depending on SASSA’s Current Rules)

  1. Attempt an Online Update (If Available)

    • Visit the official portal: srd.sassa.gov.za.

    • Look for options to update personal or contact details.

    • Enter your South African ID number, and if possible, confirm your old and new phone numbers.

    • If you no longer have access to your old number, SASSA may ask additional security questions or require identity verification.

    • The update will only take effect once SASSA confirms the change.

  2. Contact the SASSA Call Centre

    • Phone the Toll-Free Helpline: 0800 60 10 11.

    • Explain your situation (lost, stolen, or changed number).

    • Provide your South African ID number and answer identity-related security questions.

    • A call centre agent may either update your details directly or guide you through further steps.

  3. Visit a SASSA Office (If Other Methods Fail or for Complex Cases)

    • Go to your nearest SASSA branch.

    • Bring your original South African ID document (green barcoded book or Smart ID card).

    • Be ready to show proof of your new phone number, such as RICA confirmation in your name.

    • A SASSA official will help you complete the necessary forms and verify your identity before updating the number.

Important: Do not rely on third-party websites or agents for this process. Updating your SRD contact number must only be done through official SASSA channels to protect your grant.

Important Considerations When Updating Your Number

  1. Identity verification is mandatory – SASSA will always rigorously confirm your identity before updating your phone number to prevent fraud and unauthorized changes.

  2. Expect some delays – Updates done through the call centre or in-person at a SASSA office may take time before reflecting in the system. Patience is often necessary.

  3. Use only official channels – Never try to update your number through unofficial websites, social media pages, or third parties claiming to represent SASSA. This exposes you to scams. Always use srd.sassa.gov.za or the official helpline.

  4. RICA compliance required – Make sure your new number is RICA-registered in your own name. SASSA often cross-checks this for security.

  5. Stay updated – Regularly monitor the official SASSA SRD website for announcements or changes to the procedures for updating contact details.

Security Implications of a Lost or Compromised Phone Number

Losing access to the phone number linked to your SRD grant—especially if it falls into the wrong hands—can create serious risks. While SASSA has safeguards in place, fraudsters could still attempt to misuse your number to:

  • Intercept One-Time Pins (OTPs) if they gain control of your SIM card.

  • Receive your SMS notifications from SASSA, giving them insight into your grant details.

  • Make unauthorized changes to your grant information if they also obtain other personal details.

Protecting Your Grant Information

  1. Report lost/stolen SIM immediately – Contact your mobile network provider right away to block the compromised SIM card.

  2. Update SASSA promptly – Once you have a new, secure number, update it with SASSA without delay.

  3. Never share OTPs – SASSA will never call to request an OTP. These codes are for your use only on official platforms.

  4. Be alert for phishing – Ignore suspicious SMS or email links pretending to be SASSA. Always access services by typing srd.sassa.gov.za directly into your browser.

  5. Use strong, unique passwords (if applicable) – If you log in to any SASSA portals with a password, make sure it’s strong and not reused on other accounts.

FAQ

Frequently asked questions

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Yes, if your payment is deposited directly into your bank account and your banking details are correct with SASSA, you should still receive your money. However, it’s urgent that you update your phone number with SASSA to continue receiving OTPs, important notifications, and to manage your grant properly.

If you are using a Cash Send option linked to your phone number, you will not be able to access your funds until the registered number is updated.

The timeframe can differ depending on how the update is processed:

  • Online updates – If available and successful, the change may reflect within a few days.

  • Call centre or office updates – These often take longer due to identity verification and workload, ranging from a few days up to a couple of weeks.

It’s a good idea to ask about the expected timeframe when making the request and to check your SRD profile online regularly to confirm if the new number has been updated.

SASSA strongly recommends that you use a phone number that is RICA-registered in your own name. Using another person’s number can create problems such as:

  • Trouble receiving OTPs and important communications consistently

  • Security risks if that person misuses or accesses your information

  • Verification failures, since SASSA may cross-check RICA registration details

 The best option is to get your own SIM card and ensure it is RICA-compliant in your name.

Not remembering your old number can complicate the update process, since SASSA often uses it as part of their verification checks. When you contact SASSA (via the call centre or at a branch), explain your situation clearly.

They will then rely on other verification methods, such as your ID number and personal details already on record. Be ready to answer additional security questions to confirm your identity before the number can be updated.

No, updating your phone number through official SASSA channels will not affect your eligibility or any grant that has already been approved.

However, if you fail to update your number, you may face issues such as:

  • Payment failures (especially with Cash Send methods)

  • Missed OTPs needed for verification or updates

  • Inability to complete re-verification if SASSA requests it

Keeping your phone number current is essential to avoid disruptions with your SRD R370 grant.

 
 

No. Updating your personal details, including your phone number, with SASSA is completely free of charge. If anyone asks for payment to make this change, it is a scam. Always use official SASSA channels only.

It’s strongly recommended that your new phone number be RICA-registered in your own name before updating it with SASSA. This is often required for verification and security reasons to prevent fraud.

If the number is not RICA’d in your name, the update process may be delayed or even rejected.  To avoid complications, complete the RICA registration first, then update your details with SASSA.

No. Phone number updates for the SRD grant cannot be done through WhatsApp or social media. These sensitive changes are only handled via:

  • The official SRD website: srd.sassa.gov.za

  • The SASSA toll-free call centre: 0800 60 10 11

  • In-person visits to a SASSA office

⚠️ Never share your personal information on unofficial social media pages or WhatsApp numbers—these are often scams. Stick to official SASSA channels only.

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