Knowledge Base

Welcome to the e-Newcastle knowledge base. Please click on a topic below to view more information. If the below topics do not assist with a query you might have please contact us at support@e-newcastle.co.za.

Portal Fundamentals

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 centralised 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 different sections of the portal based on your current service need.

Once the steps above have been followed you will be able to access all sections and functions of the portal.

Registering on the Customer Service Portal is made easy by using our guided step by step registration 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 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 be used to login to the customer service portal as well as receive all your important service portal emails such ad 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 capture your 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.

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

I forgot my password. How do I reset my password?

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 login information 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 portal and visit the 'My Profile' section under your user settings to change your password. 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.

e-Billing Help

Viewing your municipal account on the customer service portal is as easy as navigating to 'My Accounts' under the e-Billing section. All your municipal accounts will be displayed against your e-Account profile by matching your ID number you captured during the registration process.

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.

Below is an image of an example bill. You will note there is a due date field which specifies the final date for payment of your account bill. This field is found just below the VAT and Total Due fields. Your invoice further details the outstanding amount payable specified by the total seen at the bottom of invoice. To make payments via an electronic funds transfer (EFT) you will need to specify your account number shown at the top of your invoices, as highlighted in the example invoice below.


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 MasterCard Secure or Verified by Visa 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 e-Billing menu item and then click on the Pay My Bill sub menu.
  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. To download a debit order form and view what documentation is needed to submit your application form, please visit the Download Application Forms page under My Services section.

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.

When making an e-Account Payment, using the e-Newcastle online payment you may encounter an error or failure during the payment validation or payment settlement process. Below is a list of some of the most common response codes you might receive during one of the payment process steps. Some of the responses can be a result of a user error and some are a result of a system error.

Response Code Listing

Response Code Response Message Description
1017 Invalid Amount An incorrect Amount was entered. The amount that was entered needs to be entered in the following format: 50.00
1022 CardNumber Required The Card Number is required. A card number needs to be specified in order to complete the transaction.
1024 Invalid CardNumber An incorrect Card Number was specified. The correct Card Number is required in order to complete the transaction..
1025 CCVNumber Required This Credit Card Verification Number is required. Please insert a correct Credit Card Verification Number.
1026 Invalid CCVNumber An incorrect Card Verification Number has been entered.
1027 ExpiryMonth Required An Expiry Month is required. The Expiry Month needs to be entered in order to complete this transaction.
1028 ExpiryYear Required An Expiry Year is required. The Expiry Year needs to be entered inorder to complete the transaction.
1029 ExpiryYear Required An incorrect Expiry Month was entered. The correct Expiration Month of the credit card needs to entered in order to complete the transaction.
1030 Invalid ExpiryYear An incorrect Expiry Year was entered. The correct Expiration year of the credit card needs to entered in order to complete the transaction.
1031 Past Expiry Date The expiry date is in the past. The expiration date entered was invalid. Please ensure that a valid expiration date is entered to complete the transaction.
1034 Card Holder Required A Card Holder was not entered. Please ensure that a Card Holder is entered to complete the transaction.
1035 Invalid Card Holder An Incorrect Card Holder was entered. The Card Holder name needs to be an alphanumeric string with a max length of 255 characters.
1036 Invalid CCV for this Card Type An incorrect CVV was entered for this card type. The CVV is the 3 digit number displayed at the back of the credit card.
1046 PIN Required A PIN was not entered. Please ensure that a PIN is entered.
1047 Invalid PIN An invalid PIN was entered. Please specify a valid PIN.
1065 3D Secure Failed Cardholder enrolled for 3D Secure, successful authentication, unsuccessful signature verification.
1066 3D Secure Failed Cardholder enrolled for 3D Secure, unsuccessful authentication, successful signature verification.
2009 Credit Already Performed A Credit action has already been implemented for this transaction. No more actions can be performed on this Transaction
5002 Declined from the Bank Your bank declined the transaction.
5003 Unexpected Bank Error An unexpected error occurred. Please retry the Transaction.
9001 Unexpected Error An unexpected error has occurred. Please try again later.
e-Services Help

The ordering of a new service can be initiated on the Customer Service Portal for domestic, business and closed corportaion applications. Simply follow the guided step wizard to submit your new service application. The following sections are mandatory and will be presented to you for completion during the online application process.

  • Domestic - Domestic Details, General Details, Service Particulars, Declaration Form
  • Business - Company Details, General Details, Service Particulars, Declaration Form
  • Closed Corporation - Company Details, General Details, Service Particulars, Declaration Form

The following supporting documentation is required and will be available for upload under the General Details section:

  • Identification Copy (Mandatory)
  • Lease Agreement (Required if you are applying as a tenant)
  • Owner's Undertaking Letter (Required if you are applying for a foreigners account)

Please read and take note of all the points mentioned in the Declaration Form section. Before your application can be submitted you will be required to capture your initials and surname and accept the application as digitally signed. Once your application has been successfully submitted, your application form will be routed to the relevant department. Please note that you might be contacted during the handling of your application.