KCB has issued an update to customers regarding the ongoing KCB M-PESA service disruption, noting that the technical team is working to restore normal operations.
In a statement, the bank apologized for the inconvenience caused by the outage, attributing the service unavailability to ongoing system upgrades.
“Dear Customer, The scheduled KCB M-PESA maintenance is still underway. Our technical team is working to restore normal service as soon as possible. We thank you for your patience as we work to resolve,” KCB noted on October 25.
The bank had earlier announced scheduled system maintenance on October 23.
According to the service providers, the maintenance was expected to start at 8:00 PM on 24 October 2026 and end at 6:00 AM on 25 October.
Customers were advised to complete urgent transactions beforehand; however, the maintenance was overturned, causing the members of the public to raise concerns.
“Dear Customer, KCB M-PESA services will be temporarily unavailable tomorrow, 24th Oct 2026 from 8:00 pm to 25th Oct 2026, 6:00 am, due to scheduled system maintenance. We encourage you to complete any urgent transactions before the maintenance window,” the bank directed.
Also Read: KRA Announces 12-Hour Service Disruption
Service Disruption
The update follows customer requests for clarification on the interruption for KCB M-PESA users.
Additionally, users noted they could not withdraw or deposit money, access savings balances, take or manage loans, or complete transfers between KCB M-PESA and M-PESA.
In a complaint directed at the bank’s official X account, a customer questioned the duration of the maintenance and called for the restoration of services.
“What’s the hold-up with maintenance for over 8 hours? We need to access our funds!” the customer questioned.
KCB M-PESA users experienced repeated service interruptions between 19 and 22 October 2026.
Customers reported initiating withdrawals from their KCB M-PESA accounts to regular M-PESA wallets, only to find the money deducted from KCB M-PESA without appearing in their M-PESA balances.
Some users explained that they had waited between 12 and 24 hours, and in a few cases up to 48 hours, for the funds to be returned or credited.
Safaricom Care also publicly clarified that the service had an issue on 20 October, noting that a system issue was affecting KCB M-PESA services and that teams were working to resolve it.
How to Activate KCB M-PESA
To activate KCB M-PESA, customers must be registered Safaricom M-PESA users with a valid Kenyan National ID.
One can activate the service by dialing *334# and selecting Loans and Savings, followed by KCB M-PESA and Activate.
Alternatively, activate using the M-PESA App by navigating to Grow or Loans and Savings, selecting KCB M-PESA.
Customers can also access the service through the SIM Toolkit or MySafaricom App. Once activation is complete, a confirmation SMS is sent to the customer.
To access KCB M-PESA for daily transactions, customers can open the M-PESA menu or dial *334#, select Loans and Savings, and choose KCB M-PESA.
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