Telecommunications company Safaricom has responded to growing customer concerns about delayed or missing M-PESA SMS notifications, saying no network-wide delays are affecting the service.
The telecommunications company issued an explanation after some X users took to social media to complain that they were not receiving M-PESA transaction messages in real time, sparking confusion and frustration.
One X user, @DionBett, complained that delayed M-PESA messages were causing frustration and misunderstandings.
“Delaying M-Pesa messages imefanya nionekane mikora huku,” the user wrote in a post addressed to Safaricom PLC.
Safaricom Says There Are No Delays on Their Side with M-Pesa Messages, Advises Users
In response, Safaricom dismissed claims of system delays, saying the experience could be linked to how messages appear on individual phones.
“Kindly note we do not have delays with M-PESA messages currently; the experience may also be caused by the phone that does not show messages immediately delivered to the line,” Safaricom Care responded.
The telecommunications company further advised affected users to check their device settings, including spam filters, blocked messages, and third-party apps that may interfere with SMS delivery.
Safaricom Care also advised another user experiencing similar challenges to review their messaging settings or uninstall/adjust spam-filtering apps, such as Truecaller, if they are blocking M-PESA alerts.
Also Read: Safaricom Explains Why Netflix Subscription Renewals Do Not Require M-Pesa Authorization
“Good evening Nyar_gweng, sorry about that. Check if you have blocked or spammed M-PESA messages. Open the messages app, tap your profile photo or icon in the top right corner and select spam & blocked to confirm,” Safaricom Care responded.
However, the user insisted that she had not blocked or spammed any messages.
In a follow-up response, Safaricom Care reiterated its advice, instructing the user to further check screened messages and delete any filtered M-PESA notifications.
The telecom also pointed users to third-party applications, noting that such apps may block or filter SMS alerts.
“Kindly confirm if the messages are spammed. Go to your messages > settings > screened messages > select an M-PESA message > delete. If you have Truecaller, launch it > spam > long press on an M-PESA message > unblock,” Safaricom Care added.
Also Read: Safaricom CEO Breaks Silence on Possible M-PESA Split From Telco Business
M-PESA Hits 40 million Customers Milestone
M-PESA remains Kenya’s most widely used mobile money platform, processing millions of transactions daily across the country.
Safaricom announced in March this year that M-PESA has reached 40 million customers, as it celebrated 19 years of driving financial inclusion and empowering Kenyans to manage their money safely and securely.
Since its launch on March 6, 2007, M-PESA has grown from a simple person-to-person money transfer service into a financial partner embedded in everyday life.
What began as a tool for sending money has expanded to include investment and wealth management through Ziidi MMF and Ziidi Trader, credit services such as Fuliza and KCB M-PESA, and business solutions such as Lipa na M-PESA, Pochi la Biashara, and Global Pay.
Thank you for addressing the M-Pesa message delay concerns so promptly. I recently faced a similar issue and appreciated how transparent Safaricom was in their response. Your insights on customer service are invaluable!