Last checked: 26 June 2026
If you cancelled a mobile subscription but airtime is still being deducted, do not keep trying random cancellation codes. First check whether the charge is still an active WASP/content service, a direct carrier billing subscription, a recurring network bundle, an app-store subscription, premium-rated billing, or normal out-of-bundle data usage.
A cancelled subscription but still charged problem usually needs two checks: confirm that the original service was cancelled, then check whether another billing source is still active. For the wider cancellation guide, use cancel subscription USSD code South Africa. If you are not sure whether the deduction is a subscription at all, start with why is my airtime disappearing.
Quick Fixes to Try First
Use this order before you escalate:
| Step | What to do | Why it matters |
|---|---|---|
| 1 | Check your airtime balance before and after the deduction. | You need the amount, date, and time if you report the charge. |
| 2 | Check active subscriptions on your network. | The service you cancelled may not be the only active content service. |
| 3 | Look for a cancellation confirmation SMS or app message. | A successful cancellation should usually leave some proof. |
| 4 | Block future content-service billing where your provider allows it. | Cancelling a current service and blocking future subscriptions may be separate actions. |
| 5 | Check app-store, direct carrier billing, recurring bundle, and data usage settings. | Not every airtime deduction is a WASP subscription. |
| 6 | Contact your provider with evidence if the deduction continues. | Your network can help identify the company or billing category behind the charge. |
Vodacom’s official Add to Bill page says content services may be charged to a contract account or deducted from prepaid airtime, and it gives 135997# as the route to view, cancel, stop all, or block content services on Vodacom numbers. (Vodacom) WASPA also advises users who are losing airtime to ask their mobile operator to stop the services being billed and to use the network’s own tools to cancel subscription services. (WASPA)
Why This USSD Problem Happens
A cancelled subscription but still charged issue can happen for several reasons.
The cancelled service was not the only active service
You may have cancelled one service while another WASP, content service, premium-rated service, app-store subscription, direct carrier billing item, or recurring bundle stayed active. Check the full subscriptions or content-services list, not only the service name you remember.
The charge was already triggered before cancellation
A deduction may have been processed before the cancellation completed. This is why the time of cancellation matters. Keep the SMS or screenshot showing when you cancelled, then compare it with the time of the next deduction.
You used the wrong cancellation route
Some charges are cancelled through USSD, some through the provider app, some through a self-service portal, and some through the app store where the subscription was created. Telkom’s Direct Carrier Billing page, for example, says subscriptions can be managed through the Telkom Mobile App or Self-Service portal by selecting the product, mobile number, subscription, and then content services. (Telkom)
The menu path changed
USSD menus can change without the old instructions disappearing from search results. If the current menu wording is different, follow the active on-screen wording for “subscriptions”, “content services”, “premium-rated services”, “manage”, “stop”, “unsubscribe”, “block”, or “spend limit”. Stop if the menu starts asking for unrelated personal or banking details.
The charge is not a WASP subscription
Airtime can still disappear because of out-of-bundle data, background app usage, roaming, a recurring bundle, airtime advance recovery, premium SMS, app-store purchases, or direct carrier billing. WASPA specifically separates data-charge problems from WASP-service problems and notes that background apps can use mobile data even when they are not open on the screen. (WASPA)
The cancellation worked, but future billing was not blocked
Some provider routes allow you to cancel existing subscriptions and also block future content-service purchases. If you only cancelled the active item, a future subscription attempt may still be possible. Where your provider offers a block option, activate it after cancelling.
Provider-Specific Checks
Use the route that matches the SIM where airtime is disappearing. Always follow the current on-screen prompts, because exact menu numbers may change.
| Provider | What to check | Verified route |
|---|---|---|
| Vodacom | Active content services, stop all, and future content-service block | Dial 135997#. Vodacom says reply 1 to view charged content services, select a specific service and reply STOP to cancel it, reply 2 to stop all content services, or reply 3 to block future content-service subscriptions. (Vodacom) |
| MTN | WASP/content subscriptions and premium-rated service controls | MTN’s help page says users can view and cancel content and subscription services by dialling *155#. (MTN) WASPA also lists 1415# for MTN content-service management and *155# for blocking premium-rated service charges, so follow the current MTN menu wording carefully. (WASPA) |
| Cell C | Existing and future content billing | WASPA lists 1331# as the Cell C USSD string to block existing and future content billing. (WASPA) |
| Telkom | Content services, direct carrier billing, and mobile-number protection | Telkom lists the Telkom Mobile App or Self-Service portal route for managing subscriptions, while WASPA says Telkom users can enable “Protect Your Mobile Number” in the Telkom app and manage premium content under Content Services. (Telkom) |
If you need a dedicated complaint route for an unwanted WASP charge, use report WASP subscription. If the provider menu says there are no active subscriptions but the airtime still disappears, use no active subscriptions but airtime disappearing.
When to Use an App, Website, or Customer Care Instead
Use the app, website, or customer care route when USSD does not show the charge, times out, gives an error, or says there are no active subscriptions even though airtime is still being deducted.
Step-by-step support route
- Write down the affected mobile number.
Use the exact number where the airtime is disappearing. Do not check from another SIM unless your provider account lets you manage multiple numbers. - Record the deduction details.
Save the amount deducted, date, time, balance before and after, SMS wording, shortcode, service name, or company name if shown. - Check the provider app or self-service portal.
Look for menus called “Content Services”, “Subscriptions”, “Value Added Services”, “Premium Rated Services”, “Direct Carrier Billing”, “Add to Bill”, “Spend Limit”, or “Protect Your Mobile Number”. - Cancel any active service shown.
Save the confirmation message. If the menu offers both cancellation and blocking, cancel the active service first, then block future content-service or premium-rated billing. - Check whether the charge is direct carrier billing.
Direct carrier billing can be used for services such as app-store or partner purchases. Telkom’s Direct Carrier Billing page lists partners including Apple, Showmax, Google, Samsung Galaxy Store, and Spotify Premium, which means some charges may need to be checked through the provider portal and the relevant app-store account. (Telkom) - Ask customer care to identify the billing source.
Ask: “What service or company is billing this number, and is it WASP billing, direct carrier billing, premium-rated billing, a recurring bundle, or data usage?” - Ask for a case reference number.
Keep the reference number with your screenshots. ICASA says telecoms complaints should first be lodged with the service provider and that users should get a reference number before escalating. (icasa.org.za) - Escalate to WASPA if it is unwanted WASP billing.
WASPA says its unwanted billing form is for users being charged for WASP services without permission, and that it will try to make sure the services being charged are cancelled. (WASPA) - Escalate to ICASA only after the provider process.
ICASA says users should allow the service provider 14 working days to resolve a complaint before referring it to ICASA if it remains unresolved or the response is unsatisfactory. (icasa.org.za)
What to keep as evidence
Keep the following:
- screenshots of airtime balances before and after deductions;
- cancellation confirmation SMS messages;
- the date and time you cancelled;
- the exact deduction amount;
- the shortcode, company name, or service name if available;
- app or self-service screenshots showing active or cancelled services;
- your provider complaint reference number;
- any response from the WASP, provider, WASPA, or ICASA.
Do not delete the SMS trail until the charge has stopped and the complaint is closed.
Common Errors and What They Mean
| Error or result | What it may mean | What to do |
|---|---|---|
| “No active subscriptions” | The charge may not be a normal WASP subscription, or it may sit under another billing category. | Check data usage, direct carrier billing, recurring bundles, app-store subscriptions, and premium-rated services. |
| “Request failed” | The USSD session may have timed out, the network may be unavailable, or the SIM/account may have a restriction. | Restart the phone, try once more in better signal, then use the app or customer care. |
| “Insufficient funds” | The menu may relate to a paid service, purchase, spend limit, or account setting. | Stop retrying and ask support to identify the billing source. |
| Cancellation SMS received but deductions continue | Another service may be active, or the charge may have been triggered before cancellation. | Keep the proof and ask your network to check the billing timeline. |
| Unknown SMS asks for OTP, PIN, password, card details, or ID copy | This may be phishing or a scam attempt. | Do not share sensitive details. Use your provider’s official app, website, store, or customer care route. |
Refunds and Reversals
Do not assume that every unwanted charge will be refunded automatically. The safest wording is that the charge must be investigated first. Your provider, the WASP, or WASPA may need to confirm who billed you, whether the service was active, when cancellation happened, and whether the billing was authorised.
WASPA’s Code of Conduct says that if a member becomes aware that customers were billed or joined to a service as a result of fraudulent activity, the member must remove affected customers from the service and refund the resulting charges. (WASPA) WASPA’s Code also says members must have a complaints procedure and must provide information such as transaction history and termination records when WASPA requests it for a complaint. (WASPA)
FAQs
Why is cancelled subscription but still charged happening?
It can happen because another service is still active, the charge was already triggered before cancellation, the deduction is from direct carrier billing or premium-rated billing, or the airtime is disappearing because of data usage rather than a subscription. Check the provider’s active services list first, then ask customer care to identify the billing source.
Does this mean the code has changed?
Not necessarily. The code may still work, but the menu wording may have changed, the session may have timed out, or the charge may belong to a different billing category. Follow the current on-screen menu and use the provider app or customer care if the USSD route does not show the charge.
Can I fix it without calling customer care?
Sometimes. If the active service appears in your network’s USSD, app, or self-service portal, cancel it and save the confirmation. If airtime still disappears after that, customer care is usually needed because the provider can check the billing source and give you a reference number.
Should I use the app instead of USSD?
Use the app if USSD fails, gives unclear menu options, or does not show the subscription. Apps and self-service portals may show more detail for content services, direct carrier billing, spend limits, and account history.
How can users check whether cancelled subscription but still charged is active?
Check active subscriptions or content services on the affected SIM using the verified provider route. Also check direct carrier billing, premium-rated services, recurring bundles, and app-store subscriptions. Keep proof of any cancellation or block.
What should users do if airtime is still disappearing after cancellation?
Stop retrying the same cancellation step. Save your balance screenshots, check for other active services, block future content billing where available, and contact your provider with the deduction details. If it is unwanted WASP billing, report it through the WASPA route.
Can users block future content-service subscriptions?
Yes, some provider routes allow blocking. Vodacom lists 135997# reply 3 as a way to block future content-service purchases and subscriptions, while WASPA lists blocking or protection routes for Cell C, MTN, Telkom, and Vodacom. Always confirm the current menu wording before publishing exact steps. (Vodacom)
Can users get a refund for unwanted subscription charges?
A refund is not guaranteed. It depends on the billing source, the evidence, the provider’s investigation, and whether the charge was unauthorised or fraudulent. Keep cancellation proof, deduction records, and the provider reference number before escalating.
Where should users report suspicious subscription messages?
Report suspicious subscription messages to your mobile provider first if airtime is being deducted. If the issue is unwanted WASP billing, use the WASPA unwanted billing route. If it is a general spam or scam message, use the relevant spam or scam reporting channel instead. Never share OTPs, SIM PINs, banking PINs, passwords, full card details, or ID documents through an unsafe link or unknown sender.