TymeCoach Help

Frequently asked questions for the TymeCoach.

What is TymeCoach?

What is TymeCoach ?

TymeCoach is a financial wellness platform. It's where you'll get the help you need to understand and manage money better. We're all about getting you into good financial shape, so you get the best out of credit. It gives you easy access to your Compuscan credit score, a summary of your credit report and anything else that will bring it all together, for you, thanks to our App dedicated to just that. The App will have all the tips and tools you need to help you manage and improve your score.

It doesn't matter if your score is high or low - we can help you. So join now, it's free.

How does TymeCoach work ?

Once you register for free using your ID number and your cellphone number, we fetch your credit score, and other credit information directly from Compuscan and present it in TymeCoach. Over time we will give you access to even more tips, tools and information to help you build a better financial life.

How do I change my PIN ?

You can change your PIN by tapping or clicking on 'Reset my PIN' on the TymeCoach login screen and following the prompts.

Why do I have to be 18 years old to get a score ?

Most lenders won't offer a loan or credit to people under the age of 18, so most people under the age of 18 won't have a credit history, and as a result, they won't have a credit score.

What browsers do you support ?

TymeCoach currently works on Chrome and Internet Explorer/Edge, with more major browsers to follow. For the best experience, we recommend that you use the latest version of your preferred browser to access TymeCoach. 

What iOS or android phones and operating systems do you support ?

For the best experience, we recommend that you use the latest operating system for your device.

  • Android: You will be able to download our app on any android phone with version 4.0 operating system and upwards
  • iOS: You can download our app if you have an iPhone 4s, 5, 6, 7, 6+ or 7+, and support iOS 8.0 and 10.

More about credit scores and reports

What is a credit score ?

A credit score is a number that shows how good you are at making your monthly repayments on your debt. It's  the information in your credit file that helps potential lenders get an idea of whether or not you will pay back a loan in the future.

How is a credit score calculated ?

A credit score is worked out by a system that uses information from your credit file. It looks at patterns in your credit history, what types of accounts and how many, as well as credit application information. Each credit bureau uses its own system to work out a score, which is why your score may be different at different credit bureaus.

What is a credit file ?

A credit file is a record of all your past and current credit relationships. Whenever you borrow money with a registered credit provider, it goes onto your credit file. Your credit file also has information on how you paid that money back and if you did it on time.

Can my credit score change ?

Yes, your credit score can change from time to time because the information in your credit file changes and gets old. For example, missing payments is a bad thing for your credit score, and can have a negative impact on your credit score for as long as those missed payments remain on your credit file.

Does everyone have a credit score ?

If you're over the age of 18 and have applied for credit before, you probably will have a credit file and credit score with a credit bureau such as Compuscan.

Why don't I have a credit score ?

The reason you don’t have a credit score is that you probably don’t have enough credit information for Compuscan to create a score for you. This could be because you are young and don't have enough credit history, or you haven't used credit or borrowed in a long time, which means any credit information you had is no longer relevant. Sign up for TymeCoach to find out how you can build your credit score the safe and responsible way.  

Is this my only credit score ?

People think you can have only one credit score when, in fact, you will have many credit scores. Each credit bureau that has a credit file on you can give you a credit score. Even your bank or cellphone contract provider could work out a credit score for you from the information they have about you. These scores will not be the same as each other, because each company uses a different system to calculate a score.

I earn a lot of money, why is my credit score low ?

Your credit score is not influenced by your income, investments or assets. It's based only on money you've borrowed in the past and how you've paid it back.

I have a low credit score, can I improve it ?

Yes, you can always improve your credit score by paying your debts on time and keeping a healthy credit history. Improving your credit score takes time, but TymeCoach has all the information you need to get it right. Why not start by reading: How to improve your credit score?

What is a credit report ?

A credit report is a summary of your credit file and has information about your credit history. It may include your personal information, credit information, publicly available information and your loan repayment history.

Why do I have a credit report ?

If you've applied for credit in South Africa, chances are you have a credit file with a credit bureau such as Compuscan. Credit providers use your credit file to decide whether you'll be able to pay back a loan in the future and whether or not to give you credit.

What is a credit bureau or credit reporting body ?

A credit bureau is a regulated body that collects, records and keeps track of your credit history. A credit bureau plays a big part in helping businesses and banks decide whether or not somebody who is applying for credit, or a loan, will be good at paying back the money they borrow.

Examples of credit bureaus in South Africa are Compuscan, Experian, XDS and TransUnion.

Will checking my credit file hurt my credit score ?

No, checking your own credit score through TymeCoach is free, and known as a soft enquiry, which won't affect your credit score.

I don't have a credit file or credit score, can I still apply for credit ?

Yes. Credit providers and lenders look at a range of factors in assessing applications for credit or a loan. If you don't have a full credit file, greater emphasis is put on other aspects of your application such as your income, affordability and assets.

What is a default ?

A default is a negative event on your credit report, and means that you haven't met your obligation to pay. For example, it means you haven't made a payment like you agreed to in your contract with your lender. An account can go 'into default' after one repayment has been missed, a credit provider or lender then reports this to a credit bureau. However, they may not submit default information on you, to a credit bureau, if you have been prescribed, not been paid for a minimum of three consecutive billing cycles, or if they haven't given you notice.  A default stays on the system at the credit bureau for one year or until it is settled. 

What is a judgement ?

A judgment is an order from a court of law (Magistrate or High court) which asks you to pay any outstanding amounts owed on your debt, and gives your lender or credit provider the right to take further action against you in order to collect the outstanding debt (this could be repossession, an attachment order, or garnishee order). A judgment stays on your credit report for 5 years, or until the judgement is rescinded by the court, abandoned by the credit provider, or the debt is fully paid back.

What if I lose my job and I can't pay my debts ?

If you have lost your job it is important that you let your lenders or credit providers know, in writing, and to discuss your situation with them to see if you can agree on an alternative payment plan. If you can arrange another payment agreement with your credit provider, put it in writing.

What is an administration order ?

An administration order (Admin order) is a debt-relief option where an administrator is appointed by the court, on application, to assist you if you are struggling with your debt. The administrator then communicates with creditors to extend the loan term or reduce payment. The money is then taken from the debtor monthly and paid to creditors every 3 months. The bureau will show this information for 5 years or until the order is rescinded by a court. 

What is the difference between a Credit score and a Credit report ?

A credit score is a number that represents all the information that is in your credit file, and shows how good you are at managing credit. The higher the score, the better your chances are for getting a loan or credit, because potential lenders see you as lower risk. Your credit report is a summary of the important information that is on your credit file, such as who you owe, how much and if you have been good at paying them back. For more information, go to the learn section of TymeCoach, or contact Compuscan on 021 888 6000. 

What factors affect my credit score ?

There are a few things that affect your credit score, some of these include:

  • Applying for credit at many places
  • Credit relationships you have and how long you have had them for
  • Your credit account or loan repayment behaviour
  • And if any negative events are in your credit report

For more information or help, go to the learn section in the TymeCoach app or website, or contact Compuscan on 021 888 6000

Is there a cost involved in getting my credit score ?

By law, credit bureaus can give you one free credit report a year. With TymeCoach, you can check your credit score as often as you like, for free, just download the app or register on our website.

What is Compuscan ?

Compuscan is one of South Africa's credit bureaus. There are four main credit bureaus in South Africa. They are: Compuscan, Experian, XDS and TransUnion. By law, customers can check their credit report for free once a year with each of the credit bureaus. TymeCoach has linked up with Compuscan so that we can give you your credit score for free - for life. 

My credit information is wrong

How do I fix an error on my credit report ?

If there's a mistake on your credit report, the first thing you should do is get in touch with the credit provider, or lender, and the credit bureau to have the mistake fixed. If they don't solve the problem, you can take the matter up with the industry ombudsman. If you want to query your credit information on TymeCoach you can follow this process: What to do if my credit information isn't correct?

What information do I need to provide when logging a dispute ?

Problems with registering and logging in

How do I register for TymeCoach ?

Simply download the app and follow the instructions on screen, or register with TymeCoach at www.TymeBank.co.za. It's simple and free, so join now.

What do I do if I have forgotten my PIN ?

If you've forgotten your PIN, you can create another one by following the Forgot PIN process on the login screen of your App or on the TymeCoach login page. 

What if my ID is already registered ?

First make sure you have captured your ID correctly. If you are still having trouble, please contact TymeCoach Contact Centre on 0860 555 457 

It says I can't be registered at this time, what should I do ?

The first thing to do is to make sure you have the correct ID number. If the problem continues, make sure all your personal identity information is correct and up to date with home affairs before trying to register again.