SecureUs FAQs
General FAQs
1. What is this SecureUs mobile device subscription product?
SecureUs is a service offering financed devices with software, paid monthly in advance.
2. How do I get started?
Sign up with a SecureUs Sales Agent, choose your device, and pay the first month's fee.
3. Where can I find a SecureUs Sales Agent?
Contact us through our website or visit our partner stores.
4. Where is SecureUs available?
SecureUs is available in South Africa, Zimbabwe, Eswathini, and Lesotho.
5. What are the benefits of this product?
Affordable device and software, flexible plans, and more.
Registration FAQs
6. How do I register with SecureUs?
• Download the SecureUs app from the app store.
• Open the app and follow the steps to sign up.
7. What is Entry?
Entry is a digital security application that captures your personal details to register your account on our system and secure your data.
8. How does Entry work?
• Entry scans your face to capture your biometrics.
• You will then be required to provide the details and a photograph of your National Identity Document, ID Card, or Passport.
9. Can I use my Driver’s License for Entry?
No, you can only use your National Identity Document, ID Card, or Passport.
10. How often will I need to use Entry?
You only need to complete the Entry registration process for yourself once. After that, you will simply be required to scan your face whenever you log into the app or submit a claim.
However, every dependant you add for funeral cover, must also be registered through Entry.
Technical FAQs
11. How do I troubleshoot issues?
Contact customer support at support@synapser.com or find a Sales Agent.
12. What is an IMEI number?
An ‘International Mobile Equipment Identity’ number is a phone’s unique 15-digit code, used to identify it. It is like a fingerprint for a phone and is used to track the device in the event of loss or theft.
13. How do I find my phone’s IMEI number?
• Dial: Open the dialer app and dial *#06#.
• Settings: Go to Settings > About Phone > IMEI.
• Battery/Back of Phone: Check under the battery or on the back of the phone.
• Original Packaging: Check the box or receipt.
Payments and Subscriptions FAQs
14. Where can I collect my mobile device?
You will be tasked with selecting your preferred store of collection when purchasing a device package.
15. How do I make payments?
Payments can be made via debit order, EFT, or cash at selected retailers.
16. What if I default on payments?
Your device will be soft-locked, and additional fees may apply.
17. What if I miss a payment?
Your device will be soft-locked until you renew your subscription and pay any outstanding fees.
18. What is a 'soft lock'?
A soft lock restricts device usage until your subscription is renewed.
19. How do I unlock my device after it has been soft-locked?
Pay any outstanding fees and renew your subscription.
20. What happens if I lose my device?
Report the loss to us, and we'll assist with a replacement (fees may apply).
21. Can I upgrade my device?
Yes, after completing your subscription agreement.
22. Can I change my plan?
Yes, after three months of subscription.
23. Can I cancel my subscription?
Yes, contact us at support@synapser.com should you wish to cancel. Check our cancellation policy for details.
24. Can I transfer my subscription?
No, subscriptions are non-transferable.
25. Can I take my device abroad?
Yes, but international roaming rates may apply.
26. What software is included on the device?
Digital identity, the latest Android OS, a rewards application, and more.
27. How do I track my data usage?
Use our mobile app to monitor your data usage.
28. Can I add additional features?
Yes, you can add extra data or international calling.
29. What happens at the end of my subscription?
You can upgrade, cancel, or continue your subscription.
30. Is my device automatically insured?
No, but you can purchase separate device insurance.
31. Can I purchase a Device Policy for my current device without purchasing the full SecureUs device package?
Yes, you can purchase and activate the Device Policy through the SecureUs app on your current device.
Funeral Cover FAQs
32. How many dependants can I add?
You can add one dependant (Couple) or up to five dependants (Family), depending on your plan.
33. Who will submit a funeral claim if I pass away?
One of your registered dependants can contact our support team to activate a claim.