SARS Branch and Appointment Checklist | South African Tax Help Hub

Most SARS queries can be resolved on eFiling or the SARS MobiApp without visiting a branch. When a branch visit or Contact Centre call (0800 00 7277) is necessary, arriving prepared saves time and reduces the risk of referral loops - particularly during filing season when branches are under high demand (SARS: Contact, 2024).

Key Takeaways

Book via SARS eBooking at sars.gov.za before visiting - walk-ins are accepted but wait times can be long.

Bring your original green barcoded ID, smart ID card, or passport - photocopies are not accepted for identity verification.

Have your tax reference number and the exact wording of any error message ready before calling.

Save the case reference number from every SARS interaction for follow-up.

When a branch or Contact Centre interaction may be needed

Most SARS tasks are handled on eFiling without a branch visit. An in-person or Contact Centre interaction may be needed when (SARS: eFiling):

Security contact details (cellphone number or email address) are forgotten or lost and cannot be reset online.
Biometric verification fails and cannot be completed remotely.
A registered tax practitioner’s access to your profile is broken or needs to be removed.
Profile recovery cannot be completed online due to identity verification issues.
A tax type needs to be transferred or deregistered under the profile.

Documents to prepare before contacting SARS

Tax reference number or Notice of Registration (IT150) if available.
Original green barcoded ID book, smart ID card, or valid passport.
Current and previous email addresses and cellphone numbers linked to the eFiling profile.
Company, trust, or representative registration documents where the query relates to a business or third-party profile.
Screenshots or the exact wording of any eFiling error message.
Filing history, outstanding return numbers, or notice details if the query also involves a specific return or debt.

What to bring for specific situations

Your situation	Bring in addition to your own original ID
Updating your own profile or contact details	Tax reference number; old and new cellphone number and email
Acting for a company	Company registration documents and proof you are the public officer or an authorised representative
Acting for a trust	Trust deed, letters of authority, and trustee IDs
First-time registration	Proof of identity and, where requested, proof of address and bank details
Handling a deceased estate	Death certificate, letters of executorship, and the executor’s ID
Fixing a tax practitioner’s access	The practitioner’s details and any authorisation already in place

Be ready to explain the problem clearly

Write down in plain terms before calling or visiting:

What you are trying to do - log in, file a return, update contact details, access a notice.
What error message or block you encountered, word for word.
What steps you have already tried.
Which tax type or period is affected if the query involves a specific return or assessment.

Clear, specific wording helps SARS route the query to the right team. Vague queries (“I can’t access eFiling”) take longer to resolve than specific ones (“I received error code XYZ when trying to update my cellphone number”).

Virtual and telephonic appointments

Not every branch matter needs an in-person visit. Through SARS eBooking you can choose a video or telephonic appointment, where a SARS agent contacts you at the booked time. These suit queries that need a conversation but not a physical document handover - for example, walking through an assessment or a verification request.

For a virtual appointment:

Have your documents scanned or photographed and ready to upload or email if asked.
Be reachable on the number you booked with, at the booked time.
Keep your original ID on hand - the agent may ask you to show it on camera.

Genuinely identity-sensitive steps, such as first-time biometric registration, may still require you to attend in person.

After the appointment

Record the case reference number or appointment confirmation - keep this until the matter is fully resolved.
Note the steps SARS advised and any follow-up actions required from your side.
Test profile access after any change before leaving the branch or ending the call.
If a filing deadline is approaching, check that returns, pending notices, and verification requests are visible after access is restored.
Keep the confirmation email or SMS until the issue is closed, because SARS may ask for the reference number if the case is escalated.

Avoid unsafe shortcuts

Never share your eFiling password or security details with anyone not formally authorised on your SARS profile.
Do not use unofficial websites that request your SARS credentials - only log in at sars.gov.za.
Use official channels only: SARS eBooking, the Contact Centre (0800 00 7277), eFiling, or a properly registered and authorised tax practitioner.

Frequently Asked Questions

How do I book a SARS branch appointment?

Use the SARS eBooking system at sars.gov.za to schedule an appointment at your nearest branch. Walk-in visits are accepted at many branches but may involve longer waiting times - particularly during filing season (July to November). Booking in advance gives you a confirmed time slot and ensures the relevant SARS team is available.

What identity document does SARS accept at a branch?

SARS accepts a green barcoded ID book, a smart ID card, or a valid passport. Photocopies are not accepted for identity verification. Bring the original document to the branch. If you are representing a company or trust, bring your own ID and the relevant company or trust registration documents.

Can someone else visit SARS on my behalf?

A registered tax practitioner or authorised representative can act on your behalf if they are formally authorised on your SARS eFiling profile. They must carry their own identity document and any relevant authorisation letters. SARS may still require the taxpayer to be present in person for certain identity-sensitive transactions such as first-time biometric registration.

How do I get my tax reference number if I have lost it?

Your tax reference number appears on previous SARS assessments, correspondence, and your IT150 Notice of Registration. You can also find it by logging into your SARS eFiling profile, or by calling the Contact Centre on 0800 00 7277 - identity verification is required before they can confirm the number over the phone.

Can I book a virtual SARS appointment instead of going in?

Yes. SARS eBooking lets you choose a video or telephonic appointment as well as an in-person branch visit, and a SARS agent contacts you at the booked time. Virtual appointments work well for query- and assessment-related matters; some identity-sensitive transactions still require an in-person visit.

What do I need to deal with a deceased person’s tax at SARS?

To act for a deceased estate you generally need the death certificate, your letters of executorship, and your own original identity document. SARS can then update the estate’s status and tell you which returns are outstanding. Because estates are document-heavy, booking an appointment in advance avoids repeat visits.

Sources

SARS: Contact Centre and Branch Network - 0800 00 7277 Contact Centre, branch finder, and eBooking portal
SARS: eBooking - how to book branch appointments online

For unresolved access issues or approaching deadlines, use SARS official channels or a registered tax practitioner authorised on your profile.