Help & support

Your policy number and your 13-digit South African ID number. We match these against your policy, so they must be the details we already hold for you. Your policy number appears on your policy schedule and on any statement we have sent you.

By SMS, to the mobile number recorded against your policy. We do not ask you to supply a number during registration — that is deliberate, and it is what stops someone else registering in your name.

If that number is out of date, we cannot change it from the portal. Contact us and we will update it once we have verified who you are.

Check the policy number and ID number for typos, and confirm the date of birth matches the one on your policy. If it still fails, your policy may be recorded under slightly different details — contact us and we will check it for you.

Check your spam or junk folder first. If it is not there, you can request a new confirmation email. Confirmation links expire after an hour, so use the most recent one.

South African law requires us to verify the identity and address of every client we deal with. Until we hold valid documents, some services on your policy stay limited. Your documents are stored encrypted and are visible only to the staff who review them.

Your Documents page lists exactly what is outstanding for your account and what has already been accepted. Typically that means a copy of your South African ID and a recent proof of address.

PDF, JPG and PNG files up to 10 MB each. A clear photo taken on your phone is fine, as long as all four corners of the document are visible and the text can be read.

Each upload moves from submitted, to under review, to accepted — you can follow it on the Documents page and you do not need to do anything while it is in review.

If a document is rejected we tell you why, and you can upload a replacement straight away. The most common reasons are an unreadable image, a cropped edge, or a proof of address older than three months.

Use forgot your password and we will email you a link to set a new one. The link is valid for one hour and can be used once. Setting a new password signs you out everywhere else.

After several failed sign-in attempts we lock the account for about 15 minutes. This protects you from someone guessing your password — simply wait and try again, or reset your password in the meantime.

Sessions end automatically after a period of inactivity, and always after eight hours. This is a security measure, particularly on shared or public computers. Sign in again and you will be returned to the page you were on.

Use a password of at least 12 characters that you do not use on any other site. Never share a verification code. Bloom Financial Services will never phone or email you to ask for your password or a code — if someone does, it is not us.