Retail · Contact details
Identity Accounts Contact Details
The Identity customer service line for accounts and debit orders is 021 460 2400. “Identity accounts” are store credit accounts at the Identity fashion chain: Identity Retailing (Pty) Ltd is part of the Truworths group, and the account credit provider is Truworths Limited (NCRCP45). If you are looking for help with identity theft instead, see our identity theft contact details page.
Identity accounts contact details at a glance
| Route | Details |
|---|---|
| Identity customer service (accounts, debit orders) | 021 460 2400 |
| Customer service email | services@identity.co.za |
| Online shopping line | 021 460 2426 |
| Online shopping email | online@identity.co.za |
| Pay your account online (SA ID/passport, account or PAY3 number) | identity.co.za/ways-to-pay-your-account |
Official Identity account support route
Call 021 460 2400 or email services@identity.co.za for account queries, including debit orders. Questions about online orders go to the separate online shopping line, 021 460 2426, or online@identity.co.za.
What you need before contacting
- Your SA ID or passport number, or your Identity account or PAY3 number, to pay online
- Your 14-digit account number, which you use as the reference for EFT or banking app payments
Identity accounts are credit agreements with Truworths Limited, registered credit provider NCRCP45 (company registration 1940/013923/06). Identity Retailing (Pty) Ltd is registered as 1965/001234/07.
Step-by-step contact process
- To pay online, go to Pay your account and enter your SA ID or passport, Identity account or PAY3 number.
- Or pay in cash or by card at any Identity store till, including selected stores on Sundays.
- Or pay by EFT or banking app: Identity is a preloaded beneficiary, and you use your 14-digit account number as the reference.
- To set up or cancel a debit order, call 021 460 2400, email, or visit a store.
Note that Identity may cancel a debit order that is returned twice for no funds.
Escalation route
Identity does not publish a separate escalation line for accounts. Put your complaint in writing to services@identity.co.za and keep the reply for your records. For the stores themselves, see our Identity contact details page, or browse the retail directory.
Frequently asked questions
What is the Identity accounts contact number?
Call Identity customer service on 021 460 2400.
How do I pay my Identity account?
Online with your SA ID, passport, account or PAY3 number, at any Identity store till, or by EFT to the preloaded Identity beneficiary using your 14-digit account number as reference.
How do I cancel my Identity debit order?
Call 021 460 2400, email, or visit an Identity store.
Is Identity part of Truworths?
Yes. Identity Retailing (Pty) Ltd is part of the Truworths group, and accounts are credit agreements with Truworths Limited.
Sources
- Identity, Ways to pay your account, identity.co.za/ways-to-pay-your-account, read 27 September 2026
- Identity, Help, identity.co.za/help/, read 27 September 2026
- Identity, site footer and legal details, identity.co.za, read 27 September 2026