Telecommunications giant Safaricom has announced a temporary outage affecting its mobile money service, M-Pesa, leaving hundreds of customers stranded and unable to complete transactions.
The announcement followed an outcry on social media, where users complained that the platform was not sending confirmation messages after transactions.
Other M-PESA users have reported intermittent delays, failed transactions, and an unresponsive app.
One user, @chuts_25, while tagging Safaricom’s customer care handle, wrote: “what’s with mpesa not returning confirmation messages?”
In response, Safaricom acknowledged the issue, saying it was experiencing technical glitches with the system.
Safaricom Confirms M-PESA Outage as Users Report Transaction Delays
The telco giant apologized to its customers for the inconvenience and said it was working to resolve the matter.
“Apologies for the inconvenience Aquila. We are experiencing an issue with the M-Pesa notifications and resolution is currently ongoing. Kindly bear with us,” the company said.
Another user, @Angelanjuguna5, expressed frustration over the outage, posting: “Mpesa is not working!!”
In response, Safaricom, through its customer care handle, acknowledged the issue and assured users that efforts were underway to restore the service.
“Hello Angela. Apologies for the experience. We are working to resolve the issue soon,” Safaricom Care said.
Also Read: How M-PESA Users Can Confirm Sender Details After Safaricom’s New Restrictions
At the same time, an Xuser, @_onkwani, also raised concerns, asking: “We can’t get M-Pesa messages, what’s up?”
In response, Safaricom confirmed the disruption and said teams were working to restore services.
“Hello @_onkwani, we are currently experiencing system challenges but our team is working to resolve this as quickly as possible. We sincerely apologize for the inconvenience,” Safaricom Care said.
On a separate issue, @SkyteSanto1 complained that his M-PESA balance messages were showing incorrect amounts.
Safaricom PLC responded promptly, advising him to check his account statement either via the USSD code *334# → My Account → M-PESA statement, or online at https://bit.ly/3u9ebYN.
Other users have complained about being deducted Fuliza amounts for debts they did not owe.
@osiroski posted,”Today, I received money and it was instantly taken by Fuliza. The money was sent to paybill 232232. At your shop, I was told, that I was the fourth person it’s a system-wide issue, it will be reconciled. There was no timeline or clear assurances provided.”
@Safaricom_Care responded: “Hello Azubi. We failed to bill you accurately for Fuliza taken earlier (between February 26 and March 20) due to a system issue. To correct this, an adjustment has been done to your Fuliza account. The Fuliza billing is now accurate going forward.”
Also Read: Safaricom Reveals How Users Can Increase Their Fuliza Limit
How to Report M-PESA and Service Issues
Customers experiencing issues with Safaricom services, including M-PESA, can report errors through multiple channels for quick assistance.
For immediate support via social media, Safaricom maintains active accounts on X and Facebook, where users can send direct messages to @Safaricom_Care or @SafaricomPLC.
PrePay customers can call the toll-free line 100 or the chargeable number +254 722 002 100, or email [email protected]. PostPay users can dial 200 for free, the chargeable line +254 722 002 200, or email [email protected].
For data-related issues, customers may contact Safaricom at [email protected]. Those experiencing problems with Home Fibre services can call 400 for free from their registered Safaricom line or use the USSD code *400#.
