Common Issues in SRD R370 Grant

The SASSA Social Relief of Distress (SRD) R370 grant process can sometimes be hard to follow. This guide explains the common issues that people face when applying for the grant or receiving payments.

Understanding “Identity Verification Failed” Status

One of the most common issues people face is the “Identity Verification Failed” status. This means SASSA could not match your personal information with the details that are on the system at the Department of Home Affairs (DHA) or other official databases.

Common Appeal Issues and Important Points:

• Incorrect Personal Information: You may have made typing mistakes or entered wrong information when applying, such as your ID number, name, surname, or date of birth.
• Mismatched Details with DHA: Your details (like your name or surname) may not match what the Department of Home Affairs (DHA) has on their system. This often happens after marriage, divorce, or a legal name change if you did not update DHA.
• Outdated DHA Records: DHA may still have old information about you on their records.
• Issues with Biometric Verification: If SASSA used biometric verification (such as facial recognition) and it did not match correctly.

What to Do:

• Verify Your Submitted Details: Carefully check all the information you gave to SASSA and make sure there are no mistakes.
• Check Your DHA Records: Make sure your details at the Department of Home Affairs are correct and updated. If you recently changed your name or marital status, update DHA first.
• Update Your SASSA Application: If you find mistakes in your SASSA application, go to the official SRD website (srd.sassa.gov.za) and update your details. You will usually need your ID number and the phone number you used when applying.
• Appeal the Decision: If you believe your details are correct and the verification failed by mistake, you can submit an appeal on the SASSA SRD website. This normally must be done within 30-90 days after the status changes.
• Contact SASSA: If the issue
• continues, contact SASSA or visit your nearest SASSA office for help.

“Declined” Application Status: Reasons and Next Steps

A “Declined” status means your SRD R370 grant application was not approved for that specific month/period. SASSA normally gives a reason for the decline.

Common Reasons for Decline:

• Means Test Failure / Alternative Income Source Identified: SASSA’s system found income or money activity in your bank account that is above the allowed limit (for example, income more than R624 per month). This can include salary payments, regular deposits, or even large once-off payments.
• Receiving Other Social Grants or UIF Benefits: You are already getting another social grant (such as Old Age Grant or Disability Grant, but Child Support Grant for a caregiver does not count), or you are receiving UIF or NSFAS benefits.
• Age Criteria Not Met: You are under 18 years old or older than 59 years.
• Identity Verification Failed: As explained in the section above.
• Registered as Employed / Government Employee: Database checks show that you are currently employed or working for government.
• Deceased Record with DHA: DHA records show the applicant is deceased. This must be fixed at Home Affairs.
• SASSA Debtor: You owe SASSA money from past grant overpayments.
• Fraud Risk Flagged by SAFPS: Your details may have been flagged by the South African Fraud Prevention Service (SAFPS).

What to Do When Declined:

• Understand the Reason: Read the decline reason from SASSA carefully. This is important so you know what to do next.
• Verify Your Information: Make sure all your personal details and banking details are correct and updated with SASSA and other relevant places (DHA, your bank).
• Lodge an Appeal (Reconsideration): If you believe the decline was wrong, or your situation has changed and you now qualify, you can appeal. Appeals are normally done online at the SASSA SRD website (srd.sassa.gov.za/appeals) within 30-90 days after the declined status. You may need to appeal separately for each month you were declined.
• Gather Supporting Documents: Collect documents that support your appeal, such as bank statements (if declined due to income), proof of unemployment, or updated DHA documents.
• Address Specific Issues: If you were declined because you owe SASSA money, arrange to pay the debt. If flagged for fraud, contact SAFPS. If DHA records are wrong (like showing you as deceased), fix it at Home Affairs immediately.

“Pending” Status: Why the Wait and What It Means

A “Pending” status means SASSA received your application or reapplication, but it is still being checked and verified. It does not mean you are approved or declined yet; it just means they are still busy with the process.

Common Reasons for “Pending” Status:

• High Application Volume: SASSA deals with millions of applications, so delays and backlogs can happen.
• Verification Process: SASSA is checking your details against different databases (DHA, SARS, UIF, banks). This process takes time because it is detailed and done step-by-step.
• Incomplete or Incorrect Information: If information is missing or does not match, it can delay the process while SASSA tries to confirm the correct details.
• New Applicant or Recent Reapplication/Appeal: New applications, reapplications after not applying for a while, or appeals can take longer, often up to 90 days.
• System Updates or Technical Glitches: Sometimes SASSA systems are being updated or have technical issues, which can slow things down.

What to Do with a “Pending” Status:

• Be Patient: Verification can take time. Many applications stay pending for weeks, and sometimes up to 90 days, especially for appeals.
• Ensure Information is Correct: Check that everything you submitted is correct and complete. If you notice a mistake, update your details on the SRD website if you can.
• Regularly Check Your Status: Keep checking your application status online using the official SASSA SRD portal.
• Avoid Multiple Applications: Sending more than one application for the same period will not make it faster and can cause confusion.
• Contact SASSA (If Overdue): If your application stays pending for too long (for example, longer than 90 days with no update), contact SASSA to ask for help or an explanation.

Payment Issues: “Approved but No Pay Date,Payment Failed,” or Delays

Getting an “Approved” status is good news, but payment issues can still happen.

Common Payment issues:

• Approved but No Pay Date (“Null” Pay Date): This means your grant is approved, but SASSA has not yet given a payment date. This may happen because:
  • Your banking details are still being checked or there is a issue with the banking details.
  • There are payment delays because too many payments must be processed.
  • SASSA is still waiting for final confirmation from the bank or other systems.
  • Your payment batch has not been scheduled yet.
• “Payment Failed” Status: This means SASSA tried to pay you, but the payment did not go through. Reasons include:
  • Incorrect Banking Details: Mistakes in the account number, bank name, branch code, or the account is not in your name. SASSA will not pay into someone else’s account.
  • Closed or Inactive Bank Account: The bank account you gave is no longer active.
  • Bank Verification Issues: The bank could not confirm your details or there are restrictions on your account.
  • Technical Issues: issues in SASSA’s payment system or the bank’s system.
• Payment Delays: Even when you have a pay date, money might not show immediately. This can be due to bank processing times (often 1-2 days after SASSA releases payment), public holidays, or delays in SASSA or Postbank systems.
• No SMS for Pay Date: Your grant may be approved but you did not receive an SMS telling you the pay date.

Addressing Payment Issues:

1. Verify Banking Details: This is the most important step. Make sure your banking details at SASSA are correct, active, and in your name. If needed, update them on the SRD website. Remember you can usually only request a banking detail change once every 24 hours.
2. Be Patient: If you are “Approved but No Pay Date,” give SASSA time to allocate a pay date. It can take a few days up to a few weeks.
3. Check Your Status Regularly: Keep checking the SRD website for updates on your payment date.
4. Contact Your Bank: If payment failed or is delayed after SASSA says it was processed, contact your bank to check if there are any issues.
5. Contact SASSA: If you keep getting “Payment Failed” or if “Approved but No Pay Date” lasts too long (for example, over 90 days), contact SASSA.
6. SRD R370 without a Pay Date: You cannot collect SRD R370 money without a payment date. The payment date shows the money is available.

Appeals Process: Challenges and Considerations

If your SRD R370 application is declined, you can appeal through the Independent Tribunal for Social Assistance Appeals (ITSAA). The appeal normally must be submitted within 30 to 90 days after the decline.

Common Appeal Issues and Important Points:

• Appeal Processing Time: Appeals can take a long time, usually 60 to 90 days, because they carefully review your case.
• “Appeal Pending” Status: Like the application, your appeal can also show as “Pending” while they are still checking it.
• Reasons for Declined Appeals: Appeals can also be declined. Common reasons include:
  • The original reason for decline is still true (for example, your income is still too high or you are still receiving UIF).
  • The information you gave in the appeal is not enough or does not properly explain why the decline was wrong.
  • Identity verification issues continue or your documents do not match Home Affairs records.
• Separate Appeals for Each Month: If you were declined for more than one month, you usually must submit an appeal for each month separately.
• Providing Correct Information: Make sure all information and documents you submit are correct, relevant, and clearly explain the reason for your decline.
• Checking Appeal Status: You can check your appeal status online on the same SASSA SRD portal where you submitted it.

Steps for Appealing:

1. Visit the SASSA Appeals Portal: Go to https://srdsassas.com/appeals/.
2. Enter Your Details: Enter your ID number and the phone number you used for the application. You will likely get an OTP to confirm your number.
3. Select Declined Month(s): Choose the month(s) that you want to appeal for.
4. State Reason for Appeal: Clearly explain why you believe the decline decision was wrong.
5. Upload Supporting Documents: Upload any needed documents (like bank statements, proof of unemployment, updated ID details if needed).
6. Submit and Await Outcome: After submitting, keep checking your appeal status regularly.

Other Common SRD R370 Grant Challenges

• Difficulties Changing Phone Number or Banking Details: Some applicants struggle to update phone numbers or banking details. Always use the official SASSA SRD website for changes. Make sure the new phone number is RICA registered in your name and the bank account is in your name. Sometimes errors or system delays can cause the update to stay pending.
• “Application Not Yet Processed” or “Reapplication Pending”: This may show if you recently applied, reapplied, or changed important information. The system needs time to process it.
• “Canceled” Status: If your grant was cancelled (by you or because you did not collect it for a long time), you may need to apply to reinstate it on the SRD website and explain why.
• Technical Glitches and System Errors: SASSA online systems can sometimes have technical issuess or maintenance. This may affect status checks, applications, or cause delays. In this case, wait a few hours and try again, or check for official SASSA announcements.
• Misunderstanding Eligibility Criteria: Some people are declined because they do not meet the SRD rules (like income limit, age limit, or other benefits). It is important to understand the rules before applying.
• Fraudulent Activities and Scams: Be careful of scams. SASSA will never ask for your PIN or ask you to pay money for grant processing. Report suspicious activity. Avoid unofficial websites or people who charge fees to help you apply.

For all issues, if you cannot fix the issues online, contact SASSA using their official toll-free number (0800 60 10 11) or visit a SASSA office. Make sure you have your ID number and application details with you.

Comprehensive Grant Issues FAQ

Here are answers to some common questions about SASSA SRD R370 grant issuess. Click on a question to see the answer: