When money is sent to the wrong M-PESA number, recovery largely depends on whether the recipient agrees to refund it.
However, cases in which recipients refuse to return money sent in error are common, leaving senders unsure what steps to take next.
Once the recipient’s refusal is clear, the matter shifts from a customer care issue to a formal dispute with legal consequences.
This is because Safaricom can only assist with recovery through a reversal request.
Safaricom’s Limits
When a user reports a wrong transaction, Safaricom contacts the recipient and asks them to return the funds.
If the recipient refuses, Safaricom cannot force a reversal.
This position is outlined in Safaricom’s M-PESA reversal policy and customer terms, which state that the recipient’s consent is required and that funds already withdrawn or transferred cannot be recovered through the platform.
Immediate reporting increases the chances of recovery if the money is still in the recipient’s wallet, and Safaricom may impose temporary restrictions during investigations.
However, if the recipient withdraws or transfers the funds before a reversal attempt succeeds, M‑Pesa recovery becomes impossible.
At that point, Safaricom advises customers to seek help from law enforcement.
M-PESA Recovery Steps to Take
Gather and Secure Proof
After a recipient refuses to refund, the sender should immediately secure all evidence related to the transaction.
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This includes the M‑Pesa confirmation message showing the transaction code, the amount sent, the date and time, and the recipient’s phone number.
Any communication where the recipient declines to return the money should also be saved.
Safaricom customer terms state that this documentation is critical for escalation.
The sender should report the refusal again through official Safaricom channels, either by calling customer care or by visiting a Safaricom shop.
It is important to clearly state that the recipient has declined to refund the money.
Safaricom will record the refusal and issue a reference number, which can later support police or court action.
Formal reporting should always come first, even if the recipient appears cooperative, to ensure there is an official record in case the situation escalates.
Report to the Police
Once refusal is confirmed, the next step is to report the matter at a police station.
The police will record the complaint under cybercrime or related financial offences.
In Kenya, intentionally retaining money sent electronically by mistake can fall under the Computer Misuse and Cybercrimes Act, 2018.
The police may contact the recipient directly, and in many cases, the involvement of law enforcement prompts a refund to avoid further action.
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Kenyan courts have handled cases in which recipients were charged for deliberately withholding money that was wrongly sent to their M-PESA accounts.
Investigators have relied on transaction records provided by Safaricom to trace suspects.
These cases show that refusal to return money sent in error can attract criminal liability where intent is established.
If police intervention does not lead to a refund, the sender may pursue civil action.
Kenyan law recognizes unjust enrichment, meaning a person should not unfairly benefit at another’s expense.
Courts can order the recipient to refund the money and cover related costs.
This option is more common for large amounts where recovery efforts fail.
Prevention and Immediate Action
Errors when sending money on M-PESA are often caused by rushing transactions or failing to confirm the recipient’s details.
Users are advised to always double-check the phone number and name displayed before completing a transaction.
Safaricom also provides a brief confirmation window to carefully verify details.
If a mistake occurs, the sender should immediately contact Safaricom customer care or forward the transaction message to 456 to request a reversal.
