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Always prepared to maximise on its opportunities by exploiting technology to deliver a modern-feeling customer experience. It responds fast and empowers its employees to do their job better. Are you a Ready Business?

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Alternative Contact Channels

Dial *100# (PrePay) or *200# (PostPay) and *234# for M-PESA related services to easily access Safaricom Self-care services.

No need to speak to a Safaricom customer Care agent for assistance as there are other means to get assistance or information

  • Get information on your handset free of charge by simply dialing
    • *100# for PrePay services
    • *234# for M-PESA assistance
    • *200# for PostPay services
  • Send SMS free of charge your query to 100 for PrePay and 200 for PostPay
  • Replace your SIM card from another PrePay line by Dialing *100# > Select Self SIM Swap
  • Check your bills and get PUK on https://selfcare.safaricom.co.ke
  • Reach us on Facebook (Safaricom Limited) and Twitter (@safaricom_care)
  • Care Desks are available at Select Safaricom Dealer Shops Countrywide

M-PESA Self Service

  • Get assistance on any Safaricom M-PESA service query without having to speak to a customer care agent.
  • For basic M-PESA related queries, Simply dial *234# which is free and convenient to get your queries answered:
    • Pay bill numbers for companies such as Kenya Power, etc. - Business numbers
    • Transaction fees for withdrawing and sending money – Tariff Query
    • Mini-statement which has information on the last 5 M-PESA transactions
    • Report service issues from M-PESA agents - PIN disclosure, withdrawal without permission, being overcharged for M-PESA transaction, transacting without ID, poor agent customer service, no float, no cash and no registration forms (You need to know the Agent number which you use to report) –Customer Services
    • Information on M-Shwari
    • Update your Next of Kin details

PrePay Self Service

  • Get assistance on any Safaricom PrePay service without having to speak to a customer care agent
  • For basic PrePay services, Simply Dial *100# which is free and convenient to get your queries answered and subscribe to various products and services
  • Menu provides access for do-it-yourself menus and information:
    • If SIM card PIN is blocked - Get PUK number
    • Manage SMS subscriptions – Charged SMS Services
    • Access to additional M-PESA menu features (*234#)
    • Information on Safaricom - Products and Services
    • Replace SIM card when lost or damaged - Self SIM swap
    • Mobile Number information – My Account
    • Purchase Internet data bundles – Internet Services (*544#)
    • Safaricom Shops and Care Desk locations – Find a Shop
    • Current Offers - Promotions

PostPay Self Service

  • Get assistance on any Safaricom PostPay service without having to speak to a customer care agent
  • For basic PostPay services, Simply Dial *200# which is free and convenient to get your queries answered and subscribe to various products and services
  • Menu provides access for do-it-yourself menus and information:
    • My Account – Balance Enquiry, Sambaza, Top-up other number and Mobile Number Information
    • Internet & Bundle Subscriptions - Purchase Internet data bundles
    • Products & Services - Information on Safaricom & Promotions
    • M-PESA - Access to M-PESA menu features
    • Charged SMS Services - Manage SMS subscriptions
    • Find a Shop - Safaricom Shops and Care Desk locations

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