SASSA beneficiaries across various age groups say the e-life certificate system is failing to deliver on its promise of making proof-of-life checks easier and more accessible.
The e-life certificate was introduced to allow pensioners, disability grant recipients, and other beneficiaries to confirm their continued survival online using a smartphone or computer. The aim was to reduce travel costs and long queues at SASSA offices and post offices.
However, users say the system is unreliable, and the challenges extend beyond elderly and disabled beneficiaries.
One of the most common complaints is that the app crashes or freezes during facial recognition. Beneficiaries report that after several unsuccessful attempts, their accounts are locked, forcing them to visit a SASSA office in person.
“I tried to do my e-life certificate three times at home, but it kept saying ‘face not detected.’ Now I’m locked out and have to take a day off work to go to the office,” said Kedibone Kgomo.
Other beneficiaries interviewed said the app does not function properly on older Android devices. Poor lighting and low camera quality often cause biometric scans to fail, as the system requires a steady and clear image. Even slight movement can result in rejection.
Data costs are another major concern. The facial scan and ID upload require mobile data, and beneficiaries say repeated failed attempts make the process expensive.
While some beneficiaries live with younger family members who could assist, this is not always a practical solution. Family members are often at work, and some beneficiaries feel uncomfortable sharing personal information each month.
“I bought R100 worth of airtime and asked my grandchildren to help me register, but still nothing worked. The money was meant for home necessities, and in the end, I still had to go to the office,” said 63-year-old Maria Mongale.
Some beneficiaries believe they need more training and clearer guidance on how to use the system. Many express frustration at having to return to long, exhausting queues after the online system fails.
For many households, social grants are a vital source of monthly income. Any delay or suspension can leave beneficiaries unable to buy food or medication or to pay for transport.
Beneficiaries are calling on SASSA to:
- Ensure the app works on older devices and consumes less data.
- Communicate clearly that in-person proof-of-life verification remains an option.
- Establish more community support points to assist users with the process.
They say they are not opposed to digital systems, but want one that is simple, reliable, and does not place their income at risk.
SASSA was contacted for comment regarding the complaints and its plans to address the challenges with the e-life certificate system. At the time of publication, no response had been received.
