Prepaid24 use initiative

Useless. Standard Bank app does not allow the lengthy ref no. I have used Prepaid for 3 years. Everytime I have to mail the proof of payment PDF format. Most times I get the token but sometimes, which is happening more often, I have to explain why and I have waited more than 12 hours for tokens and now the payment ends up in smartfund? Were I definitely don't want the money to go. I explain I paid for electricity token and yet they act like robots, no initiative. The site really does not explain how to reset your smartfund pin. Just says enter one time pin and id/passport. I entered it few times with no luck. So is it 37dfgty ********** ********** ? Please help with more info on how to change pin.