Help & Frequently Asked Questions.
Find answers to common questions about prepaid electricity purchases, tokens, payments, meters, accounts and support services.
Search help articles or browse by category.
If you cannot find the answer you need, please contact the Nexus Prepaid support team.
Buying Electricity
How do I buy prepaid electricity?
You can purchase prepaid electricity through supported Nexus Prepaid channels including the Customer Portal, approved vendors, agents and participating payment channels.
What information do I need to buy electricity?
You will typically need your meter number or account reference when purchasing electricity.
When will I receive my token?
Successful purchases are usually processed immediately and the token will be displayed on screen. It may also be delivered by SMS or email where available.
What happens if I do not receive my token?
Please check your purchase confirmation and transaction reference. If the token is not visible, contact support with your meter number and proof of payment.
Payments
What payment methods are supported?
Payment methods may vary depending on your account and vending channel. Supported methods can include card payments, online payments, approved vendor purchases and other supported channels.
My payment was successful but I did not receive a token.
Please do not make a second payment immediately.
Contact support and provide your meter number, payment reference, date and time of purchase, and proof of payment. Our support team will investigate the transaction.
Can I reverse a completed electricity purchase?
Electricity tokens are generally non-refundable once successfully generated and delivered. Exceptions may be reviewed in accordance with applicable policies.
Tokens & Reprints
Can I retrieve an old token?
Yes. Customers can access previous token purchases through supported customer channels or by contacting support.
What should I do if I lose my token?
If the transaction was successful, a reprint may be available through the Customer Portal or support team.
Can the same token be used more than once?
No. STS electricity tokens can only be accepted once by the meter.
Meters & Accounts
How do I find my meter number?
Your meter number is usually displayed on the meter itself and may also appear on previous receipts or account documentation.
My meter is not accepting the token.
Please verify the meter number used during purchase, the token entered and that the token has not already been used. If the problem continues, contact support.
How do I update my account details?
Account updates can be requested through the Customer Portal or by contacting support.
Building Managers & Property Owners
Can I manage multiple meters?
Yes. Nexus supports buildings, estates, commercial properties and multi-meter environments.
Can I access reports and transaction history?
Yes. Authorised users can access reporting and transaction information through the appropriate management portals.
Can tenants purchase electricity directly?
Yes. Tenants can purchase electricity through approved vending channels linked to their meters.
Vendors & Agents
How do I become a Nexus vendor or agent?
Please contact our business development team to discuss vendor and agent opportunities.
Can I track my sales and transactions?
Yes. Approved vendors and agents have access to transaction and operational reporting through their assigned portals.
Support
How do I contact support?
Phone: 011 568 3353
Email: info@stgnexus.com
Address: Northgate Office Park, 18 Aureole Avenue, Northwold, Johannesburg
When should I contact support?
Contact support for missing tokens, payment enquiries, meter issues, account assistance, portal access problems and transaction investigations. Our team will assist you as quickly as possible.
Bring customers, meters, payments, and vending into one reliable operating platform.
Start with practical prepaid electricity operations today, then expand into richer reporting, collections and utility services when you are ready.