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 cellphone number you used when applying for the SRD R370 grant is more than just a contact detail; it is a key part of your identity verification, communication, and security for your grant. SASSA uses this number for several important functions

• Receiving One-Time PINs (OTPs): For secure access to your grant information online, updating your details (such as bank information), or submitting appeals, SASSA sends OTPs to your registered phone number to confirm your identity
• Important notifications: SASSA uses this number to send important updates about your grant status, payment dates (for some beneficiaries or payment methods), requests for information, or general announcements about the grant.
• Account recovery and security: In some cases, your phone number is used to help you regain access to your online SRD profile or to flag suspicious activity.
• Linked to payment methods: For certain payment methods, such as Cash Send, your registered phone number is directly linked to the transaction.

If you lose access to your registered phone number, or if you don’t update it with SASSA after changing it, you may experience serious problems managing your SRD grant. It can even delay or prevent you from accessing your money.

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

If you no longer have access to the phone number registered to your SRD R370 grant, or if you changed your number without informing SASSA, you may face several serious problems:

• You cannot check your status or update details: Many online services (like checking your SRD status or changing banking details) need an OTP sent to your registered phone number. If you don’t have that number, you cannot continue.
• You will miss important messages: You won’t get SMS messages from SASSA about your grant status, payment dates, re-verification, or other important updates.
• Appeals will be difficult: To submit an appeal or check an appeal, SASSA often needs OTP verification using the registered number.
• Payments can fail: If your payment method uses your phone number (like some Cash Send options), a changed or inactive number can cause payment to fail.
• Security risk: If someone else gets your old number and it is still linked to your grant, they might try to access your grant details (even though SASSA has security checks).
• Problems when reapplying: If you need to apply again, an old phone number can make the process harder.
• You may not complete extra security checks: Some SASSA steps use SMS as extra security (multi-factor authentication) to prove you are the real grant holder. Without the correct number, you cannot complete it.

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. Because of security concerns, direct online changes by applicants have sometimes been limited, but SASSA provides specific channels for making updates. Always refer to the official SASSA SRD website for the most up‑to‑date procedure

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

1. Try updating your number online (if available):
   • Visit the official SASSA SRD website: srd.sassa.gov.za.
   • Look for options related to updating your personal details or contact information. If you no longer have access to your old number for OTPs, you may first need to verify your identity using your ID number and possibly other security questions.
   • SASSA may provide a specific portal or link where you can request a phone‑number change. Be ready to provide both your old number (if you remember it) and your new number, along with your ID number.
   • This process may include additional verification steps before your new number becomes active.
2. Contact the SASSA Call Centre:
   • Call the SASSA toll‑free helpline at 0800 60 10 11.
   • Explain your situation (lost/changed phone number) and request to update the contact details linked to your SRD grant.
   • Be prepared to answer several security questions to verify your identity. This is important to prevent unauthorised changes.
   • They will require your ID number.
   • The call‑centre agent will guide you through the process. They may be able to start the change for you or advise you on the next steps.
3. Visit a SASSA office (if other methods fail or for complicated cases):
   • If you cannot update your number online or through the call centre, or if there are complications, you may need to visit your nearest SASSA office.
   • Take your original South African ID document with you (smart ID card or green barcoded ID book).
   • You may also need proof of your new phone number (for example, a 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 help you with the required forms and verification.

Important Considerations When Updating Your Number:

• Identity verification is essential: SASSA must always verify your identity very carefully before changing such an important piece of information, to prevent fraud.
• Patience may be required: The update process — especially when done through the call centre or at an office — may not be immediate. Allow some time for the changes to reflect in the system.
• Use ONLY official channels: Never try to change your phone number through unofficial websites, social media pages, or third-party people who claim to work for SASSA. Doing this can expose you to scams and fraud. Always use the official SRD website (srd.sassa.gov.za) and the official SASSA call centre only.
• RICA compliance: Make sure your new phone number is RICA‑registered in your own name. SASSA often checks this.

Check the official SASSA SRD website regularly for any announcements or updated procedures related to changing your contact details

Security Implications of a Lost or Compromised Phone Number

Losing control of the phone number registered to your SRD grant — especially if it ends up in the wrong hands — can create security risks. Although SASSA uses several 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.
• Collect information by receiving your SASSA SMS notifications.
• Attempt unauthorised changes to your grant details if they also have other pieces of your personal information

Protecting Your Grant Information:

• Report a lost or stolen SIM immediately: If your SIM card is lost or stolen, report it to your mobile network provider right away so they can block it.
• Update SASSA immediately: As soon as you have a new, secure phone number, make updating your number with SASSA a priority.
• Never share OTPs: SASSA will never call you to ask for an OTP. OTPs are only for you to enter on secure SASSA websites.
• Be careful 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) directly into your browser.
• Use strong, unique passwords (if applicable): If any SASSA online portals require passwords, make sure they are strong and not reused on other accounts.

SRD R370 Lost/Changed Phone Number: Frequently Asked Questions

Here are answers to common questions about managing a lost or changed phone number for the SASSA SRD R370 grant. Click on a question to view the answer.