Pausing Our Operations – Convo South Africa
Convo is pausing day-to-day operations in South Africa. This means our services will stop for now.
This was a difficult decision. We want to thank our South African staff, our partners, and the Deaf community for your support and trust.
This pause is about operations, not our values. Convo still believes in Deaf access and inclusion, and we will continue looking for ways to return in the future.
Below are answers to common questions about this pause and what it means.
WHAT IS HAPPENING IN SOUTH AFRICA?
Convo is pausing, meaning stopping, day-to-day work in South Africa for now.
DOES “PAUSE” MEAN CONVO IS LEAVING SOUTH AFRICA?
No.
We are pausing because we believe in the South African Deaf community and we refuse to give up. During this time, our leadership will continue to look for potential partners.
WHY IS CONVO PAUSING?
The number of users is not the problem. The community need for access is as high as ever.
However, providing high-quality video interpreting is expensive to run, and right now the funding and market conditions in South Africa are not strong enough to keep the service going.
We are not giving up. We are actively exploring new funding models and partnerships so we can return with a service that can continue long term.
WHEN WILL CONVO RETURN?
We do not know yet.
We will share an update if and when we have a clear plan.
WHAT DOES THIS MEAN FOR DEAF PEOPLE?
We know this creates a big gap in communication access.
We are deeply saddened that we cannot continue providing this service right now. We honour the Deaf community and the access that has been built together.
WHERE ELSE CAN WE GET THIS ACCESS NOW?
While Convo is pausing, you may be able to access National Relay Services, or NRS, through your local mobile network provider.
We recommend checking to see if you are registered for their specific relay or emergency SMS services.
For face-to-face communication access, you can also reach out to local Deaf organisations or SASL interpreting services for assistance.
WHAT ABOUT CONVO STAFF IN SOUTH AFRICA?
Convo is going through a formal process with staff.
We value our staff and our community, and we are committed to a fair and equitable process that aligns with our values. We could not have done this work without our South African team.
WHAT ABOUT PARTNERS?
We are speaking to partners directly and closing current work during the pause.
We are thankful to every partner who helped create access. You were part of meaningful change, alongside our staff and the Deaf community.
IS CONVO STILL WORKING IN OTHER COUNTRIES?
Yes.
Other regions continue operating as normal.
WHO CAN I CONTACT?
Please contact Convo Customer Service on WhatsApp: 073 545 0683
WILL CONVO KEEP ADVOCATING FOR DEAF ACCESS IN SOUTH AFRICA?
Yes.
The pause is about operations, not our values.
WHAT HAPPENS TO MY PERSONAL DATA/ACCOUNT?
All data will be handled securely and in line with POPIA and GDPR requirements during the pause.
I HAVE FEEDBACK/SUGGESTIONS FOR THE APP. WILL YOU LISTEN?
Yes.
We have heard the community feedback about data costs and app performance. During the pause, we will look at how to make the service more affordable and technically efficient for the future.
WHY IS CONVO CONTINUING IN OTHER COUNTRIES BUT PAUSING IN SOUTH AFRICA?
In many other countries where Convo operates, the government provides long-term funding for relay services.
In South Africa, this type of model is not yet in place. We are pausing to focus on finding a long-term solution rather than continuing in an unstable way.
CAN DEAF USERS PAY FOR A SUBSCRIPTION TO KEEP THE SERVICE RUNNING?
We truly appreciate this offer. It shows how much the community values the service.
However, the cost of running a 24-hour, high-quality video service is much higher than what individual subscriptions alone can cover. We are exploring other funding options as part of future planning.
WHAT HAPPENS TO OUR CURRENT AGREEMENT/PILOT?
All services will stop on 28 February 2026.
The pause will remain in place until a stable operating model is found. We will communicate directly with partners about close-out and next steps.
WHAT HAPPENS TO QR CODES / POSTERS / STICKERS / LANYARDS?
We will share a close-out plan so Deaf users are not confused.
CAN WE KEEP THIS SERVICE RUNNING WITHOUT CONVO?
Convo will not deliver day-to-day services during the pause. If you want to explore alternatives, we can discuss what is needed.
CAN WE RESTART QUICKLY IF THINGS IMPROVE?
We want to, but we cannot promise dates until a stable plan is in place.