If you are experiencing challenges with your mobile money account, you may contact Mpesa customer care via the channels on this page.
Some of the reasons most Kenyans contact customer centres include:
- M-pesa reversals
- Unauthorized money transfers
- Resetting Mpesa PIN
- Product information: Inquiries about M-Pesa products, services, tariffs, and new features.
- Agent support: M-Pesa agents might need assistance with float management, commissions, or operational issues.
- Transaction errors: Incorrect amounts sent, money not received, or delays.
- Technical glitches: The app not working, or unusual error messages.
Methods of contacting M-pesa customer care:
a) Calling the helplines:
- Prepay: Dial 100 (free from your Safaricom line) or +254 722 002100 (chargeable from other networks or outside Kenya).
- PostPay: Dial 200 (free from your Safaricom line) or +254 722 002200 (chargeable)
b) Social media:
- Twitter: Reach out to @Safaricom_Care or @SafaricomPLC.
- Facebook: @SafaricomPLC
They’re highly responsive and often the fastest way to resolve simpler issues.
c) Email:
- For general inquiries:
- For M-PESA business and partnership queries:
d) Website:
- Visit Safaricom’s contact page
Tips for effective communication
- Clarity matters: Be clear and concise when describing your problem. The more specific, the faster they can help.
- Provide details: Have the following ready:
- Your M-PESA registered phone number
- Transaction ID (if applicable)
- Amount involved
- Date and time of the issue
Note, even if you are contacting the official customer care. NEVER share your personal details such as Safaricom or M-pesa PIN.
