Problems with smart ID card and passport renewals at banks

Smart ID card and passport renewals at bank branches via the eHomeAffairs service have generally received high praise for being fast, efficient, and convenient.

However, several users of the service have recently complained about problems with its online user authentication system and potential capacity issues due to the small number of bank branches supporting the service.

The eHomeAffairs service was launched as a partnership between the Department of Home Affairs (DHA) and major banks in 2016.

It enables banked users to apply and pay for a smart ID card or passport through the eHomeAffairs website.

Users must also book an appointment to submit biometrics at a bank branch. After submission, they are notified via SMS when their ID card or passport is ready for collection at the same branch.

The elimination of physical documents and in-person payments, combined with a booking system that limits the maximum number of applicants at a given time helps to speed up the process significantly.

In addition, where users are required to queue, they can do so in a space that is generally more comfortable and better equipped than a conventional Home Affairs office.

Two MyBroadband readers from Durban recently experienced a number of hurdles in applying for their smart ID cards and passports.

The couple’s first issue was receiving the SMS one-time pin (OTP) when logging into the eHomeAffairs website to submit their applications, make payments, and reserve a booking.

This is a problem several other MyBroadband readers and staff have also encountered, although it has sometimes occurred due to a temporary system issue.

However, the husband was unable to receive the OTP via his Telkom number after several days of repeated login attempts.

They eventually created a new eHomeAffairs profile using the wife’s Vodacom phone number, which worked perfectly.

The couple filled out the online application forms and made payment on 18 February 2025.

However, they then ran into another issue — no slots were available for biometrics at the only branch they could use in their province — FNB Cornubia Mall.

Over the next few days, they repeatedly checked the website in the hope that a slot would open up.

It was only early in the morning on 28 February 2025 that they found two slots open for 24 March 2025.

Upon their arrival at the branch at 11:00, the Home Affairs system was offline. Fortunately, the issue was resolved after a few minutes and they could proceed with their applications.

On the positive side, they had nothing but compliments for the staff, who were helpful and friendly throughout the roughly 23-minute branch visit.

Banks not to blame for issues

It was interesting to note that most of the issues experienced with eHomeAffairs — including those encountered by this particular couple — were not under the control of the banks.

That includes the lack of available appointment times, which could potentially be blamed on the service’s limited footprint.

eHomeAffairs has effectively been in a pilot phase for a decade and has only expanded to 30 bank branches.

KwaZulu-Natal only has just three bank branches which support the service, all of which are located in Durban.

FNB, Nedbank, and Standard operate one branch each in the city and a customer can only use the branch of a bank at which they hold an account.

Considering it is the third most populated South African city, it makes sense that some branches are experiencing difficulty with demand, particularly given the high praise the service has received.

Over half the branches supporting the service are in Gauteng.

Although the province has the largest population in the country, the branhc representation is disproportionate as Gauteng’s residents make up about a quarter of the country’s population.

Two provinces — Free State and North West — don’t have any bank branches which support the service.

All the banks currently participating in the eHomeAffairs pilot have confirmed intentions to expand support for smart ID card and passport renewals to more branches.

Three of the six particpating banks have earmarked a combined 34 new branches for eHomeAffairs rollout in the near future, which would support more than double the current capacity.

However, doing so would be contingent upon the finalisation of a public-private partnership (PPP) agreement that will give banks more control over the experience.

The Banking Association of South Africa (Basa) has been in discussions over expanding the offering to more bank branches with the Home Affairs department for several years.

The PPP will enable banks to appoint their own staff to handle the biometric authentication and document issuing, which is currently done by Home Affairs employees.

Basa recently told MyBroadband that the main agreement had been finalised and that it was continuing to engage on the annexures through the DHA committee structures.

Home Affairs Minister Leon Schreiber has reaffirmed the department’s intention to have the service be available at “hundreds if not thousands” more bank branches.

According to sources in the banking industry, the department is the entity holding up the expansion of the service, while those eager to use it have often blamed the banks for the limited availability.