Account Suspended Without Due Process & Devices Locked – No Assistance from Yoco

Our business purchased 5 Yoco machines and operated with Yoco for approximately a year without issue. After registering properly and using the machines in the ordinary course of business, we suddenly received an email stating that our business allegedly contravened Yoco’s Terms of Service and that all our profiles were suspended with immediate effect.

No prior warning. No meaningful engagement. No opportunity to rectify or clarify.

While we accept that a service provider may choose to terminate a business relationship in terms of its policies, what is unacceptable is what followed:

• Our profiles were immediately suspended • We were not given an opportunity to unlink our purchased devices • The machines are now effectively locked to a suspended profile • Yoco refuses to assist in removing or resetting the devices • Phone calls, WhatsApp messages and emails receive no meaningful human response

These machines were purchased outright. They are not rented equipment.

By preventing us from resetting or transferring ownership of devices we legally bought, Yoco is effectively depriving us of the use and resale value of our own property.

In terms of the Consumer Protection Act 68 of 2008:

• Section 54 provides consumers the right to fair, quality service • Section 48 prohibits unfair, unreasonable or unjust contract terms • Section 40 prohibits unconscionable conduct • Section 41 prohibits misleading or deceptive representations

Locking purchased hardware to a suspended profile and refusing to assist with release or reset raises serious concerns regarding fairness and reasonableness under the CPA.

If Yoco wishes to terminate a service agreement, that is their right. Preventing former clients from accessing or reselling devices they purchased is not.

The most concerning issue is the complete lack of accessible human support. It is nearly impossible to speak to a decision-maker. Automated responses are not dispute resolution.

We are simply requesting:

Removal of the devices from our suspended profile

Ability to factory reset the machines

Written clarification of the alleged breach

Until this is resolved, we cannot recommend Yoco to other businesses.

South African businesses deserve transparency, fairness and proper engagement — not silent account suspensions and locked hardware.