Safaricom has clarified why the Lipa na M-Pesa feature has disappeared from the SIM toolkit of some old lines.
This is after users have reported that the Lipa na M-Pesa option has been disabled or is not appearing in their SIM Toolkit menus.
“Why has Safaricom disabled Lipa Na M-Pesa from the SIM Toolkit on some lines?” asked a user on X.
The clarification comes after multiple users reported missing Lipa na M-PESA options on their phones, leading to speculation that the company may have removed the feature.
Safaricom Responds to Lipa na M-Pesa Concerns
George Njoroge, a user on X, questioned Safaricom on why the feature is disabled on some lines.
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In response, Safaricom has dismissed claims that it disabled Lipa na M-PESA on the SIM Toolkit, insisting that the service remains active.
According to Safaricom, the feature is still available, explaining that affected users might still be using an old line that needs to be upgraded, since it has no capacity for the Lipa na M-Pesa menu
“The service has not been disabled. You might be using an older version of a SIM card that needs to be replaced since it has no capacity for the Lipa na M-PESA menu. Apologies for the inconvenience,”explained Safaricom.
In November 2025, other Safaricom users reported that the feature was experiencing glitches in the toolkit. In response, Safaricom stated that it was looking for a permanent solution.
Users were advised to use the *334 USSD code, the Safaricom app, or the M-Pesa app
Safaricom Asks Users To Update My OneApp To Version 5.15
Safaricom merged its M-PESA, MySafaricom, and Bonga services into a super app in 2026, creating a one-stop shop for all its services.
Also Read: Safaricom Explains Common Errors in New M-Pesa App and How to Fix Them
But users complained about login hitches affecting access to the platform.
Safaricom has publicly acknowledged that the app had login issues and that most financial mini-app services were not working.
The company apologized to its millions of customers following overwhelming complaints about flaws experienced on its My OneApp platform.
Issues included login failures, frozen transfers, sluggish performance, and unexpected logouts.
For diaspora users and travelers who rely on Wi-Fi or foreign SIMs, the requirement effectively locked them out of their M-Pesa accounts.
Others said their phones auto-updated apps, automatically moving them to the new My OneApp.
In response, Safaricom advised him to update the app to the latest version to resolve the issue.
“Our apologies for the inconvenience. This is now fixed, please update to My OneApp v5.15, restart your phone, and retry, if it persists, clear cache/data and log in once on mobile data, then you can switch back to Wi-Fi,”Safaricom replied.
