Kenya’s Telco giant, Safaricom, has explained to its users why the new Hakikisha feature, which requires them to double-confirm mobile numbers when sending money, cannot be turned off.
The telco company responded on March 23 after several users expressed frustration with the new feature and asked whether it could be turned off.
“Hello @SafaricomPLC, can I get rid of the feature that asks me to confirm the number twice? It’s irritating,” said Elvines_El, a Safaricom customer, in an X post.
The new Hakikisha extra verification feature includes a pop-up to the person transacting, asking them to confirm the number before sending money.
Safaricom, in its response, explained that the update is a security measure designed to prevent funds from being sent to the wrong number and noted that the feature cannot currently be disabled.
“Good morning, Mr Elevated. Thanks for your feedback. The new enhanced Hakikisha is a security update to help prevent sending money to the wrong number and cannot be turned off currently,” they noted.
Other customers questioned why the feature was only available to select users and not to everyone, calling it unfair.
Other Safaricom Hakikisha Features
Safaricom has an additional M‑Pesa security feature that lets you confirm the name of the person or business you are transacting with before sending, withdrawing, or paying via Lipa Na M‑Pesa.
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For this feature, when you enter a phone number for Send Money, Lipa Na M‑Pesa (Pay Bill/Buy Goods), or an agent withdrawal, Hakikisha shows the recipient’s registered name on your screen.
According to the company, the feature helps one avoid sending money to the wrong number, especially when you mistype a digit or send it to a similar‑looking number.
How it works
On its workability, the person transacting sees the name pop up briefly after entering their PIN; you have a short window (around 15–25 seconds) to check and confirm that it is the correct person.
Also Read: Safaricom Explains Why M-Pesa Transaction Fees Are Not Reversed
If he or she changes mind, you can press a key (usually 1 or a cancel button, depending on the prompt) to stop the transaction during that window.
All Safaricom M‑Pesa customers are automatically enrolled in Hakikisha details when they register or replace a SIM; however, for the name verification feature, they can opt out by dialling *234#.
If you opt out, others will not be able to confirm your name before sending you money, which slightly reduces your privacy but puts you at risk of sending money to the wrong number.
For the phone number confirmation feature, Safaricom still holds that the feature can not be turned off as a security measure.
