If you bought electricity through FNB but cannot find the token, recover the existing purchase before buying again. Confirm the transaction status, full meter number and notification record. A debit, a token and the meter's acceptance are separate stages.
Official instructions checked 1 November 2026. Older references and unconfirmed current app paths are identified below. No bank account is accessed and no purchase is submitted through this article.
Find the original FNB purchase
FNB's current prepaid-electricity page confirms access to purchase history. Start from the existing electricity service in the authenticated app or online banking and look for the purchase record, not a repeat-purchase action.
The bank's older Online Banking guide, printed page98, documents Buy, Electricity and Purchase History, then opening a product/transaction detail. This describes the published online-banking reference; it is not a claim that today's mobile app has identical taps or an unchanged history period.
Select the transaction that matches the meter, date and amount. Read the detail and recover the existing token or ask support to resend it. Avoid a button labelled Buy Again while the purpose is recovery.
Identify which stage is missing
FNB supports ordinary purchases and claims for qualifying Free Basic Electricity. Keep those transaction types separate in history. A bank's FBE feature does not register the household with a municipality; use the FBE collection guide for that distinction.
A transaction receipt, token and recipient's notification number are different records. Confirm which contact received the notification, but do not treat a corrected notification address as a change to the meter encoded in an already-issued token.
Successful, pending, reversed or rejected?
| Evidence | Next check |
|---|---|
| Successful purchase, missing message | Recover or resend the existing token/notice. |
| Debit but no completed electricity record | Ask the bank to trace payment and vending status before retrying. |
| Reversed or failed transaction | Confirm the reversal and final outcome; a missing SMS alone is insufficient. |
| Token received but meter rejects it | Check meter identity and exact display message; retrieval alone does not fix acceptance. |
Load the recovered token correctly
Compare the complete meter number on the purchase with the installed meter. If the issuer supplied key-change tokens, retain the full sequence and follow its order. A payment reference or voucher PIN is not automatically the electricity credit token.
Record the meter's response. A used-token message can mean the original was already loaded; a communication failure is a different problem. Use the rejected-token decision guide and model-specific information codes rather than repeatedly re-entering an unrelated command.
What to send support
If the current interface differs from the old guide, use FNB's authenticated help rather than guessing a purchase sequence. Ask the bank to locate the transaction by timestamp, amount and reference, confirm vending status and explain whether it can display or resend the original token. Share account evidence only through the bank's approved channel.
Keep the timestamp, amount, full meter number and reference together. Send sensitive receipts only through the bank or supplier's private authorised process. Nobody needs your password or OTP in an ordinary token-recovery message.
FNB recovery questions
Should I buy again to force a token?
First establish the original transaction's final outcome. A second payment can produce a second valid purchase without resolving the first.
Can this page retrieve my token?
No. Use the bank's authenticated purchase history or support. The general recovery hub links the other seller routes.