What to ask about airtime availability before signing a supply deal
Before signing, give the supplier a list of the airtime and data products you need, down to the network, value and way you’ll order. Ask them to confirm what your account can buy and how they’ll tell you if a product goes offline or leaves the catalogue. Get the answers in the quote, agreement or product schedule.
Availability questionnaire
| Topic | Question to ask |
|---|---|
| Coverage | Which networks and product types are supported for this account? |
| Values | Which denominations or values can I buy, and can they change? |
| Channel | Does coverage differ by portal, batch, API, till or voucher? |
| Changes | How are catalogue changes or interruptions communicated? |
| Exceptions | What status and next step apply if a product is unavailable? |
By Freepaid · Published
Make the requirement specific
Build a product list from your actual use case. Record product type, intended recipient, network requirement if known, value or denomination, channel and expected volume range. Mark each item essential or optional. If recipients can choose a network through voucher redemption, state that requirement explicitly. It differs from ordering direct airtime for a known number.
If a particular network or amount is essential, ask whether you can buy it on your account today and how much notice you’ll get if it changes.
Confirm how availability is represented
Ask where an operator sees the current catalogue and whether the supplier provides a dated product list. For integrated ordering, clarify how the system signals an unavailable product: does it reject before accepting the order, or can an accepted order later remain unresolved? Ask what reference to retain and how support confirms the outcome.
Availability can differ by channel and account. Confirm the products available through the specific portal or integration you plan to use. If a supplier offers a demonstration, compare it with the written terms and keep a copy of the catalogue version used for approval.
Cover change and interruption procedures
Ask how much notice the supplier provides for planned catalogue changes, where notices are published, and who receives them. Request a contact route for urgent interruption updates. Clarify whether the supplier may substitute a product, and require your written approval if substitution would change what the recipient receives.
For an unavailable item, establish whether your team should wait, choose another product, route to a separate approved supplier or contact support. Do not assume an automatic fallback is suitable: it could alter network, value, recipient action or accounting. Any fallback should be documented and controlled by an authorised person.
Use a coverage matrix
Create one row for each required product and columns for supplier, channel, confirmed status, evidence date, limitations, change-notice contact and fallback. Mark entries “confirmed”, “not supported” or “needs clarification”. Avoid a blank cell that someone might misread as approval.
Here’s how a buyer could record two catalogue checks:
| Requirement | Supplier A portal | Supplier B batch | Follow-up |
|---|---|---|---|
| Airtime, R20 value, network X | Confirmed 3 Nov | Needs clarification | Ask B for dated catalogue |
| Data bundle, network Y | Not supported | Confirmed 3 Nov | Confirm exact bundle terms |
Fill in your own table from the supplier’s written replies.
Before signing
Attach the confirmed coverage schedule to the procurement record, define who monitors supplier notices, and review the matrix when products or channels change. Ask for a named escalation route and agree how changes affect open orders. If product choice is critical to the recipient, require explicit approval before substitution.
For business purchasing options, see Freepaid bulk airtime. Confirm current network and product availability, commercial terms and support processes with the supplier before commitment.