Frequently Asked Questions

These are some of the most common questions and answers about the e-Newcastle portal, if you can not find your question in the list below, please click on the button to the right and fill in the form to submit your question.

Important Information

Municipal InformationMunicipal Information

Do you make use of the Automatic Debit Order system to pay your account? If not, details are available from the enquiries counter in the rates hall.

Important Notes

  1. Payments will only be receipted during cashier hours on weekdays.
  2. Cashier Hours: Monday - Friday : 08H00 - 15H00
  3. Cheques are to be made payable to the Newcastle Municipality.
  4. Payments will be allocated as follows:
    1. Instalment - Dwelling
    2. Instalment - Stand
    3. Sundries
    4. Additional Deposits
    5. Rates
    6. Interest
    1. V.A.T
    2. Refuse Removals
    3. Water
    4. Sewerage
    5. Electricity
  5. To prevent termination of services without notice your account is payable in full on or before the due date.
  6. Administration costs are applicable as determined in the tariff of charges from time to time where services are terminated for whatsoever reason.
  7. The Town Treasurer should be advised immediately of any change of address.
  8. Notice should be given to the Town Treasurer at least 48 hours prior to the intention of re-connecting/terminating of services.
  9. Should payment be made by cheque, no receipt will be issued.
  10. Post dated cheques will not be accepted - cost pertaining will be recovered.
  11. Mention should be made of your account reference number on any correspondence regarding this account please.

Unknown Direct Deposits into the Councils Bank Account (Notice No. 04/2016)

Please note that the Council approved that all payments made to the Council without proper referencing and not claimed by the person legally entitled thereto within the period of three years from the date upon which such money legally became payable, shall become forfeited to the Council. This only relates to monies deposited directly into the Council's bank account with no valid reference. In order to avoid the occurrence of unknown deposits, the community is therefore requested to ensure that they include the respective twelve digit account number when paying amounts by electronic banking and when using deposit slips.


Fundamentals

What is Newcastle Municipal Customer Service Portal?What is Newcastle Municipal Customer Service Portal?

The Newcastle Municipal Customer Service Portal is an online channel that offers home owners, companies, tenants and property managing agents the convenience of accessing Newcastle municipal services online from the comfort and convenience of your home or office. As a consumer you can request for a new service, pay your traffic fines, pay your municipal accounts, view your existing monthly meter readings and log any service faults you might be experiencing. As a supplier you can view Newcastle tenders notices, purchase tender bid documents, and view all the details of an awarded tender. A registration is required to use the Newcastle Municipal Customer Service Portal.

What are the benefits of using the Newcastle Municipal Customer Service Portal?

The Newcastle Municipal Customer Service Portal offers a free an convenient way of accessing your Newcastle municipal services online. Additional benefits include:

  • 100% secure transactions with the use of our secure payment gateway.
  • Access to your full payment history and outstanding invoices.
  • View and manage your account and account information.
  • Convenient 24/7 access from home, work, or on the go.
  • Save time with no waiting in queues.
  • Order, track and pay for new and existing municipal services.
  • Query and pay your traffic fines against your vehicle or identification number.
  • Easily log and track your service faults.
  • A greener environment with reducing RSA's carbon footprint (Paperless).
What is the cost to use the Newcastle Municipal Customer Service Portal?

While the Newcastle Municipal Customer Service Portal is a free online service, please note your bank/credit card company will charge you their normal fee for transactions should you make use of our credit card payment option to pay your municipal account(s).

How to Get Started?

Welcome to the Newcastle Municipal Customer Service Portal. This portal was designed to bring all of your Newcastle Municipal accounts together in one place and provide you with a centralized location to perform tasks such as viewing account activity, reviewing and paying of monthly invoices, and downloading statements. You will need an active internet connection in order to use this portal. To get started all you have to do is complete the following steps:

  1. Register yourself or your business for an e-Account. To complete the registration process you will need the following at hand:
    • Your identification number
    • Your business details (only applicable for if 'Business' type registration is selected)
    • Your personal details
  2. Login to the customer service portal using your email address and password chosen during the registration process.
  3. Navigate to My Accounts under the e-Account section.

Once the steps above have been followed you will be able to view all the municipal accounts linked to your ID number, and perform any of the e-Account functions offered by the customer service portal. We are continuously working on improving and advancing the customer service portal to provide you with the functions to manage and keep your municipal account up to date.

How do I register for an e-Account?

Registering for an e-Account is easy by using our guided step by step wizard. These steps are covered below:

Registration Terms (Step 1)

The first step of the registration wizard involves the compulsory viewing and acceptance of the terms and conditions, and privacy policies. You will also be required to choose between a personal e-Account or a business e-Account. Business e-Accounts are required to access certain features on the service portal (e.g. Tender bid purchasing) and require additional mandatory information such as a business name, business owner name and CK number.
Quick links:

Business Information (Step 2)

The second step of the registration wizard requires you to capture your business information if the 'Business' type was selected at step 1. You will also be required to choose whether you are the business owner or a business representative that has been authorise to perform functions on behalf of the business owner.
NOTE: This step is skipped if the 'Personal' type is selected at step 1.

Personal Information (Step 3)

The third step of the registration wizard requires you to capture your personal information such as ID number and email address. This email address will act as your main email address that will receive all your important service portal emails such as security one-time pins, account verifications and monthly statements. Please ensure that you have access to this email address. Additionally you will be required to choose a valid email address and any password to act as your secure login credentials for the service portal.

Billing Information (Step 4)

The forth step of the registration wizard requires you to capture your billing information and select whether or not you would like to receive your monthly bill statement via a billing email address.

Registration Complete (Step 5)

The final step of the registration wizard requires no capturing and acts as a confirmation for your registered e-Account. At this point you will receive an email with a verification link to verify your registration.

Once your registration has been verified, you will be able to Login to the service portal using your login credentials.


Sign In

How do I sign in?

Signing in to the Customer Service Portal is simple and requires minimal capture information. To sign in to the service portal simply capture your email address and password provided during registration on the signin form and click on the Login button. Once signed in, you will have access to all secure content. The following topics below provides additional information on the sign in process.

I forgot my password. How do I reset it?

Please visit the forgot password page if you cannot access your account because you forgot your password. You need to remember your email and provide it in the requested form. Within a few minutes, you'll receive an email with instructions on how to reset the password.

Why do I receive a "Sign in denied, invalid email address or password." error message?

Ensure that both the email address and password fields have been completed to match your user credentials correctly.

I want a new password to access my account. How do I change my password?

To change your password please sign in to the Customer Service Portal and visit the 'Change Password' section under your user settings. You need to enter your current password and the new password twice to successfully update your user password. Remember your password should be hard enough for someone to guess but easy for you to remember.


Account

How do I link my municipal accounts to my e-Account?

There is no need to manually link your municipal accounts to you e-Account profile. All your municipal accounts are linked to your ID number and will be displayed when opening the 'My Accounts' page under the e-Billing section.

Why does my municipal account not appear under My Accounts?

If you are not able to view one of your municipal account, this may be a result of your municipal account not having an ID number linked to it. Please visit the municipal offices to update your account details to include your ID number. Alternatively you may log a support request by using the Support tab or by mailing us directly at support@e-newcastle.co.za to get assistance in getting your account details updated to include your ID number.


Payments

How do I pay my account?

e-Account Payments

Newcastle municipal customers can now pay their municipal accounts online through the Customer Service Portal. Online payments can be done by the use of a Visa or MasterCard credit card. Our site runs over HTTP-Secure verified by Comodo Secure ensuring all data communicated over network is encrypted. We have taken measures to ensure your payment transactions are handled safely and securely and have implemented 3D Secure, which further protects customers against unauthorised use of their credit cards. All customer using credit cards that have been enrolled for 3D Secure with their issuing bank will need to authorise their transactions through the MasterCard Secure or Verified by Visa 3D Secure security pages during the payment process.

To make an account payment on the customer service portal you will need to complete the following steps:

  1. Sign in to the customer service portal using your login credentials.
  2. Click on My Accounts under e-Billing.
  3. Click on the Pay Payment Account icon under the Pay column for the account your would like to pay.
  4. Capture your payment and credit card information. Note: We do NOT store any credit card information.
  5. Authorise your card transaction through 3D Secure (only applies for cards that have been enrolled for 3D Secure)
  6. Proceed with payment.

Debit Order

A debit order payment is always on time, which means that you can enjoy an uninterrupted service and never have to pay interest.

Electronic Funds Transfer Payments

You may pay your municipal account by means of Internet or telephone banking transfer facilities. ABSA, FNB, Mercantile Bank, Nedbank and Standard Bank offer these facilities to Newcastle Municipality customers. Arrange with your bank to pay your account through any of these means by providing your bank with your unique full account number as reference.

What is 3D Secure?

3 Domain Security - is a new method of security mandated by the Card Associations to enhance the security of online transactions. Mastercard's product is called "SecureCode" and Visa's product is called "Verified by Visa". The 3D-Secure refers to three domains involved in the security, they are:

  • the Acquiring or Merchant's bank
  • the Card Association's financial networks i.e Mastercard and Visa
  • the Issuing or Cardholder's bank

Very simply the system authenticates the cardholder before the transaction takes place by opening up a verification page of the bank that issued the card, who then requests a pin, from the cardholder that will conclusively prove that this actually is the cardholder entitled to use this card.

Is my credit card information stored?

No. We do NOT store any credit card information on our system.


Privacy

What measures are in place to ensure the security of information on e-Newcastle?

We have made every effort to ensure that your personal and business information is protected by using the highest forms of browser security. The site is secured by Comodo Secure which ensures the security certificates generated by the site are valid and secure. Every time a user connects to the Newcastle Customer Service portal, an encrypted and secure connection is made between your browser and the Newcastle Customer Service portal servers, ensuring that your experience is safe and secure. When accessing the e-Newcastle portal, all connections run over HTTP-Secure which is displayed to the user in the browser URL(web address) and on most modern browsers a green lock symbol will appear next to the e-newcastle.co.za web address.

For more information on privacy and information security, please refer to our privacy and terms and conditions policies.