I (inconsistently) receive a message stating that I have "exceeded my channel limit" when attempting to buy prepaid electricity - both via the FNB Android app and website.
I phoned customer support, and was told that the message in fact relates to my device being "untrusted". This is purportedly a security mechanism (only applicable to prepaid services) and the way it works is that if one uses a device for which the IP adress changes, one's account becomes untrusted.
I contend that it is perfectly normal behaviour to use different devices, on different networks, at different times of the day. This "security" measure renders the prepaid service unusable. And FNB customer service is unable to offer a workaround either.
Suggest you either remove the prepaid offering altogether, or provide guidelines and a resolution path for your customers.
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