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📱 Lost or Stolen Phone: What To Do

How AskMandla protects your personal information

If you lose your phone, change your number, or get a new device, it’s very important to tell AskMandla immediately.

Because we use WhatsApp to send payslips, contracts, and salary information, we must protect your personal details carefully.

This policy protects:

  • Your ID number

  • Your banking details

  • Your payslips

  • Your employment records

🔐 Why We Don’t Immediately Transfer Access

If a phone is lost or stolen, someone else could access your:

  • Personal information

  • Salary details

  • Employer contact information

To prevent fraud or identity theft, AskMandla cannot automatically move your profile to a new number.

We must verify everything first.

🧍 What You Must Do If You Lose Your Phone

If your phone is:

  • Lost

  • Stolen

  • Damaged

  • Replaced

  • Or your number has changed

Follow these steps.

✅ Step 1: Contact AskMandla From Your New Number

Send a message saying:

  • Your full name

  • Your ID number

  • Your employer’s name

  • Your old phone number

✅ Step 2: Verify Your Identity

For your protection, we may ask for:

  • A copy of your ID

  • A verification selfie or short video

  • Answers to security questions

This is to make sure no one is pretending to be you.

✅ Step 3: Employer Confirmation

Before we send any confidential documents, we must confirm with your employer that:

  • You have changed your phone or number

  • The new number belongs to you

We cannot skip this step.

✅ Step 4: Access Restored

Once verification is complete:

  • Your new number will be updated

  • Access will be restored

  • Documents can be resent if needed

⏳ How Long Does It Take?

Verification may take 24–48 hours, depending on how quickly we receive confirmation.

This process protects you.

🛑 What We Cannot Do

For security reasons, we cannot:

  • Transfer your profile without verification

  • Send payslips to an unverified number

  • Share banking details without employer confirmation

Your information is private — and we treat it that way.

🛡️ How You Can Protect Yourself

  • Use a PIN or fingerprint lock on WhatsApp

  • Do not share your ID or bank details publicly

  • Report lost phones immediately

  • Never ask someone else to request documents on your behalf

⚖️ Why This Is Important

This process follows South Africa’s POPIA (Protection of Personal Information Act).

It helps prevent:

  • Identity theft

  • Fraud

  • Salary disputes

  • Data leaks

Your personal information matters.

💬 Need Help?

Message:

“Lost phone help”

And we will guide you step-by-step.