Kenyans reported widespread delays and failures in M-PESA transactions on Friday, March 20, 2026, prompting calls for Safaricom to address the disruptions.
Vincent Kaduki, an M-PESA user, took to social media to express his frustration, saying he could not complete urgent transactions.
“Kindly inform us when the system resumes. We can’t transact any business, even paying club bills,” he shared, tagging Safaricom agents to respond.
Responding to the concerns, Safaricom stated:
“We are sorry for the experience. We were experiencing an issue with M-PESA transactions; however, this has been resolved,” Safaricom Care confirmed.
The telco advised M-PESA users to try the failed transactions again and report any ongoing challenges.
Safaricom also acknowledged a technical issue affecting the Paybill and Buy Goods services on M-PESA, which the telco said had since been resolved.
M-PESA Transaction Delays Frustrate Users Nationwide
In the wee hours of March 21, other customers still reported experiencing transaction failures, even though the amount was deducted from their balances.
A Safaricom customer, using the name Woody Mokua on X, also complained that calling the 100 helpline only produced automated PIN prompts and no access to an agent.
“Please investigate and reverse the funds urgently,” he said.
The telco apologized for the inconvenience caused.
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Regarding bank transactions using M-PESA, a Safaricom user, @mwangitsu, reported to Family Bank today about transaction delays.
Family Bank responded by first apologizing for the inconvenience and noted that bank-to-M-PESA transfers experienced some delays yesterday.
However, the bank assured that the amount will be reversed to the account within 24 working hours.
Other bank members sought clarification on whether transfers from the bank to other M-PESA numbers had been fully resolved.
Also Read: Safaricom Explains Why Phone Numbers Are Redacted in M-PESA Statements
How Customers Can Report to Safaricom When Experiencing Issues
Customers experiencing M-PESA issues can reach out to Safaricom through several customer care channels.
PrePay users can call 100 free of charge or dial +254 722 002 100 for a chargeable option. They can also send an email to [email protected].
PostPay customers are advised to call 200 at no cost or use the chargeable line +254722002200. Alternatively, they can email [email protected] for assistance.
For data-related queries, customers can contact Safaricom via email at [email protected].
Those experiencing issues with Home Fibre services can call 400 for free using the Safaricom line registered for the service or dial *400#.
Customers may also report issues by sending a direct message via Safaricom’s social media platforms, including X at @safaricom_care or @safaricomPLC, and Facebook at @safaricomPLC.
