Safaricom’s M-PESA platform is widely used for daily transactions, but mistakes can sometimes happen. You may accidentally send money to the wrong recipient, pay into the wrong paybill or till number, or, on rare occasions, withdraw money from the wrong agent. These errors can cause stress, especially when the money was meant for a loved one or for essential services.
Luckily, Safaricom offers several options to reverse incorrect M-PESA transactions. This article outlines the different ways to initiate a reversal.
M-PESA Reversal through SMS
One of the easiest ways to reverse a transaction is via SMS. To begin the process, simply forward the original M-PESA transaction message to 456.
Once received, Safaricom’s system will verify several conditions:
- Whether the request is being made by the sender or recipient.
- If the request is within 24 hours of the transaction.
- Whether the recipient has sufficient funds for the reversal.
- If the recipient’s number is not blacklisted.
- If the maximum of three reversal attempts has not been exceeded.
After the verification, you will receive an SMS confirming if the reversal was successful, along with an estimated time for completion.
Using the M-PESA App
- Open the M-PESA app and go to the “Transactions” section.
- Locate the incorrect transaction and tap the “Reverse Transaction” icon.
- Choose the reason for the reversal (e.g., wrong number, wrong amount).
- Submit the request. You’ll receive a notification confirming the request, and updates will be sent within 2 hours.
Via the mySafaricom App
To reverse a transaction made through the mySafaricom App:
- After completing the transaction, tap the “Reverse Transaction” icon.
- Confirm your request.
- You’ll receive a notification within two minutes, followed by an SMS from “Reversal.” Safaricom will then reach out to the recipient, and feedback will be provided within two hours.
Contact Safaricom Customer Care
- Dial 100 (prepaid), 200 (postpaid), or 234 to speak with a Safaricom customer care agent.
- Provide the transaction ID, recipient’s number, amount, and reason for the reversal.
- Safaricom will investigate and contact the recipient, and this process may take up to 72 hours.
Via Zuri Chatbot on WhatsApp
- Save Zuri’s number: 0722000100.
- Start a conversation by typing “Hello.”
- Follow Zuri’s prompts, select the “Reverse” option, and provide the transaction ID or paste the transaction message.
- Authenticate using your M-PESA details (PIN), and you will receive a notification. The recipient will be contacted for consent.
DIY Reversal (Do-It-Yourself)
A DIY (Do-It-Yourself) reversal allows you to reverse the funds from the recipient’s account (Party B) back to the sender’s account (Party A) without needing to call customer care.
Alternatively, you can visit a Safaricom retail center or an M-PESA agent with your national ID and the transaction message. The agent will initiate the reversal process by contacting Safaricom on your behalf.
Reversing Payments to Businesses or Till Numbers
Reversing a payment made to a business or till number requires additional steps and direct assistance from Safaricom customer care.
- Gather all necessary details, including the transaction ID, the incorrect paybill or till number, and the amount sent.
- Contact Safaricom by calling 100 or 234, or via WhatsApp with Zuri at 0722000100.
- A customer care agent will guide you through the reversal process, which may take up to 72 hours to complete.
By using these available options, you can quickly resolve issues with incorrect transactions on M-PESA and ensure that your funds are returned.
