Effective date: 9 September 2026. Last updated: 9 September 2026.
This policy explains what the Active Fibre mobile app (the “App”), published by Active Fibre (Pty) Ltd, registration 2021/715069/07 (“Active Fibre”, “we”, “us”), collects and how we use it. The App is a way to access your existing Active Fibre customer account; it does not create new accounts and it does not collect anything you have not already given us as a customer. We process personal information in line with the Protection of Personal Information Act, 2013 (POPIA).
Customers of Active Fibre, and the staff of our reseller and wholesale partners who use the App to manage the customers they serve. If you are not an Active Fibre customer or partner you cannot sign in, and the App collects nothing about you.
| Information | Where it comes from | Why we use it |
|---|---|---|
| Account number, name, email address, contact number, service address, services, invoices, payments, support tickets, line status and usage | Your existing Active Fibre customer record (our billing system) | To show you your account and let you manage it — this is the purpose of the App |
| Sign-in credentials (account number and password) | Entered by you | To authenticate you. Your password is sent over an encrypted connection and checked against your customer record; the App does not store it |
| Session token | Created when you sign in | Keeps you signed in on this device for up to 30 days. You can end a session from Profile & security → Signed-in devices on any device, or by signing out |
| Device type, operating system and App version | Your device | To show which devices are signed in to your account, and to keep the App working on your platform |
| Push notification token | Created by Apple/Google’s notification service when you allow notifications | To send you the notifications you choose (billing, support replies, service notices). Deleted when you sign out or uninstall the App |
| Crash and error diagnostics (device model, OS version, App version, the technical state of the App when it failed) | Firebase Crashlytics, only when the App crashes | To find and fix faults. Diagnostics never include your name, account number, or what was on screen |
The App does not collect your location, contacts, photos, browsing history, advertising identifiers, or anything from other apps. It contains no advertising and no third-party analytics or tracking.
Biometric unlock (Face ID, fingerprint) is performed entirely by your phone’s operating system. Active Fibre never receives or stores any biometric data; the App only learns whether the unlock succeeded.
When you pay through the App you are taken to the secure page of our payment provider, Netcash (Pty) Ltd, which collects your card or banking details directly. Active Fibre never sees or stores your card number. Netcash’s privacy policy applies to that page: https://netcash.co.za/privacy-policy/. The App records only that a payment was made, its amount and its reference, which appear on your account.
We do not sell personal information. We share only what is needed with:
Your account information lives in Active Fibre’s billing and support systems, hosted in South Africa, for as long as you are a customer and as long afterwards as the law requires (for example, invoices for five years under tax law). App-specific data is short-lived: session records are removed 90 days after the device was last used, notification tokens when you sign out or uninstall, and crash reports after 90 days.
The App is intended for adults who hold an Active Fibre account. We do not knowingly collect information from children under 18.
All traffic between the App and our systems is encrypted (TLS). Sessions can be revoked remotely. Biometric unlock is available to protect the App on your device. No system is perfectly secure; if you believe your account has been accessed without permission, sign out all devices from Profile & security and contact us immediately.
We will post any changes on this page and update the date at the top. Material changes will also be announced in the App.
Active Fibre (Pty) Ltd · 11th Floor Metal Box, 25 Owl Street, Braamfontein Werf, Johannesburg, 2092 Privacy queries and the Information Officer: helpdesk@activefibre.co.za · 010 110 0595
We'll look up which networks reach you, then show only the packages you can actually order.
Drag the pin onto your building if it isn't exact — coverage can differ house by house.
Checking your address…
We'll confirm availability and call you to arrange installation. No payment is taken now.
Needed if you live in a complex or estate. Leave both blank for a free-standing house.
Got a code from a friend on Active Fibre? You both get a credit once your line is connected and your first invoice is paid.
A few details so a consultant can put together the right quote. No obligation — we'll be in touch to talk it through.
These set up your account and debit order. Your bank details are captured securely by our payment partner on the final step — we never see them.
We supply and install a WiFi router with your connection as standard. It stays our property and comes back to us if you cancel.
By law we have to keep these on file before your line can be activated. You don't need them now — after you sign up we'll email you a private upload link.
Enter your bank details to set up your monthly debit order now — or skip, and we'll arrange payment with you later.
Before we install, the first billing period is payable in advance — we'll confirm the exact amount and how to pay when we call to book your installation slot. Your debit order then covers the months after that.
Please note: installation of a new line by the fibre network operator can take up to 15 days; any router we supply remains Active Fibre's property and must be returned if you cancel; and uptime is not guaranteed, as it depends on the network operator, power and other factors outside our control. Full terms are in our General Terms & Conditions.
Here’s exactly what happens:
You enter your card on Netcash's secure page — Active Fibre never sees your card details. You can cancel card billing at any time from your account.
Quote this reference if you call us:
One of our team will be in touch within one business day.
We've opened our payment partner Netcash in a new tab to confirm your card with a R1 charge, credited back to your account. Your order above is saved either way — if you close that tab, our team will contact you to arrange payment.
We'll email you a private upload link shortly. Your line can't be activated until we have:
