SASSA identity verification failed

SASSA uses a facial check, which it calls eKYC, to confirm that the person applying for the SRD grant is the person whose ID number is used. If the check fails, your application can stay stuck until you complete it.

When SASSA asks for the facial check

SASSA’s grant booklet lists four cases:

• every new SRD applicant completes eKYC before the grant can be approved;
• if your status is “referred”, you log in to the SRD website, request a link to update your information and complete the check;
• if you want to change your cellphone number, you complete the check; and
• if your status shows approved but not paid, you request a verification link and complete the check.

Follow what your own status asks for. Not everyone gets the same request at the same time.

Use only the official link

Request the link from the SRD website yourself. Before you allow camera access, check that the address ends in sassa.gov.za. Never do the check through a link someone sends you on social media, and never send a selfie to a “helper”.

Before you start

• Use your own phone or a phone you trust, with enough battery and data.
• Find even light, such as daylight from a window in front of you. Avoid a bright window behind you.
• Clean the camera lens.
• Remove a hat or sunglasses, and keep your face in the frame.
• Close other apps that use the camera.

Why the check fails, and what to do

Poor light or a blurry picture

A dark room, light behind you or a shaking phone can hide your face. Move to better light and hold the phone still.

The browser can’t use the camera

Allow camera access for the SRD website in your browser settings, close other camera apps and reload the page.

A weak connection or a timed-out page

Reconnect and start again from the SRD website. Don’t keep tapping submit while the page is still working.

Your details don’t match your Home Affairs record

SASSA’s booklet says SRD applicants must be registered on the Home Affairs database. If your name, surname or ID status is wrong on that record, the check can fail and SASSA can’t fix it for you. You may need to sort it out with Home Affairs first.

Your face has changed a lot

Age, an injury or medical treatment can make matching harder. Don’t edit photos. Explain the real reason when you ask SASSA for help.

After a failed attempt

Read the error message and note it down. Fix the cause it points to before you try again: many tries without changing anything rarely help. If the website offers no next step, call SASSA on 0800 60 10 11.

If you have no smartphone or data

SASSA has said its offices help people who don’t have a smartphone, laptop or data to do the biometric check, using kiosks, an office laptop or guest Wi-Fi. Phone first to ask what to bring. If a family member helps you with their phone, stay with them, do the check yourself and log out afterwards.

Never pay someone outside an office to get you through the check.

“Referred” status and fraud

SASSA has said a “referred” status means its system suspects fraud on the record, and that you should contact SASSA straight away. If you think someone used your ID number, keep the messages you received, change passwords you reuse and report it to SASSA on 0800 701 701.

Changing your cellphone number

A new number also needs the facial check. See how to change your SRD cellphone number. Don’t open a new application with a different number to avoid the check.

Protect your face and ID

Your selfie and ID number together are enough for someone to pretend to be you. Don’t share them, don’t install apps that let others control your phone, and don’t post screenshots of your verification.