Frequently Asked Questions

This is a VISA virtual card that is linked to your M-PESA wallet. The M-PESA GlobalPay virtual VISA card enables you to make payments to International online merchants for goods and services using your card details.

•The card includes a 16-digit card number, expiry date (mm/yy) of the card and the security code also referred to as CVV.

On M-PESA USSD (*334#):

•Dial *334#

•Select Lipa na M-PESA (Option 6)

•Select M-PESA GlobalPay (Option 5)

On M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay OR

•Select the Grow Tab.

•Select the application tab, to activate your M-PESA GlobalPay.

•Select your card color.

•You will receive your card details.

It completely takes out the need to have a bank account to have a card, and therefore make global payments.

M-PESA customer limits will apply i.e. minimum amount of Ksh 110 and a maximum of Ksh 150,000 per transaction with a maximum transaction limit of Ksh 300,000. The minimum amount will change based on the prevailing USD – KES rate.

The customer will not be charged to make payments for online purchase from global merchant sites. However, a forex markup of 3.5% applies on the prevailing forex rate of the billing currency at the time of purchase. Customer can also use the forex estimator feature, which can give them a close estimate of the final cost since the actual cost is affected by the dynamic changes in foreign exchange rates. For all transactions initiated, the M-PESA Customer will receive an appropriate message on the checkout option.

No, you can pay using M-PESA GlobalPay to international online merchants such as Netflix, Amazon, AliExpress etc. For local merchants e.g. Jumia, customers will use the Lipa na M-PESA, Buy Goods option. For a transaction initiated by a local merchant, the M-PESA Customer will receive an appropriate message on the checkout option.

Fuliza will not be available for M-PESA GlobalPay Payments.

This is a security feature that enables merchant sites to ensure you are the real owner of the card to reduce fraudulent activities on your card.

•A CVV is generated by the customer during the payment process, to verify the payment.

•All CVV generated will only be valid for 30 minutes. This will prevent anyone who has your card details from using your card because they may have to generate another CVV.

This is a type of SMS that appears directly on your main screen and is not automatically stored in the message inbox. The M-PESA GlobalPay service utilizes Flash SMS messaging in order to further secure the VISA Credentials.

A repeat payment permits a merchant to debit your M-PESA wallet for regularly occurring payments e.g. subscription services such as NETFLIX.

•Repeat payments need customer authorization (shown in the How-To description below, Part IX))

•Raise a dispute process (shown in the How-To description below, XIII)

All disputes must first be followed up with the respective Merchant, and if you do not receive any response within 7 days from the time the transaction was done, then you can follow up on the same with Safaricom. The customer is expected to follow the cancellation and refund policies of the merchant before raising any dispute.

I.Activate the M-PESA GlobalPay Service

a)Dial *334#

b)Select Lipa na M-PESA

c)Select M-PESA GlobalPay

d)Accept terms and conditions

e)Enter M-PESA PIN

f)You will receive a 16-digit number in a flash SMS.

This is your M-PESA GlobalPay Visa credential (PAN)

g)You will also receive the validity period of the card in a separate flash SMS.

(Expiry)

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay OR

•Log in to your M-PESA APP.

•Select the Grow Tab.

•Select the application tab, to activate your M-PESA GlobalPay service.

•Select your card color.

•You will receive your card details – PAN, Expiry & CVV.

II.View M-PESA GlobalPay details

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select View Card details

e)Enter M-PESA PIN

f)You will receive your card number and validity period for the card in 2 flash SMS messages

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Select show card details.

•Enter M-PESA PIN

•Your card details will be displayed on the screen in the Card Format. (PAN, Expiry & CVV)

III.Generate CVV (USSD)

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Generate CVV

e)Enter M-PESA PIN

f)You will receive a 3-digit number in a flash SMS.

g)The CVV is only valid for 30 min. Ensure you are at the merchant site and ready to check out before generating the CVV.

IV.Suspend Card ON USSD

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Manage Card

e)Select Suspend

f)Select the reason for suspension

g)Enter M-PESA PIN

h)You will receive a successful notification indicating suspension of the card.

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Select your Suspend Card.

•Provide reason for suspending card.

•Enter M-PESA PIN.

•Receive message of successful card suspension.

V.Unsuspend Card

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select MM-PESA GlobalPay option

d)Select Manage Card

e)Select Unsuspend

f)Enter M-PESA PIN

g)You will receive a successful notification indicating unsuspension of the card from M-PESA GlobalPay

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Select your Unsuspend Card.

•Enter M-PESA PIN.

•You will receive a notification indicating successful unsuspension of the card from M-PESA GlobalPay

VI.Cancel card

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Manage Card

e)Select Cancel

f)Enter M-PESA PIN

g)You will receive a successful notification indicating the card has been successfully cancelled.

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Select the 3 dots right above your GlobalPay Card.

•Select Cancel Card.

•Enter M-PESA PIN.

•You will receive a notification indicating successful card Cancellation.

VII.Mini-statement

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select My M-PESA GlobalPay option

d)Select Mini-statement

e)Enter M-PESA PIN

f)You will receive an SMS notification with the last 5 transactions done on the card.

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•All your recent transactions are visible on the Homepage

VIII.Enabling Repeat Payments

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Repeat Payments

e)Accept terms and conditions

f)Enter M-PESA PIN

g)You will receive an SMS notification with a confirmation on enabling recurring payments

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Select Enable Repeat Payments (just beneath your GlobalPay card).

•Select enable.

•Enter M-PESA PIN.

•You will receive a notification confirming successful enablement of Repeat Payments.

IX.Disabling Repeat Payments

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Repeat Payments

e)Select Disable

f)Enter M-PESA PIN

g)You will receive an SMS notification with a confirmation on disabling recurring payments

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Select Disable repeat payments.

•Enter M-PESA PIN.

•You will receive an SMS notification with a confirmation of repeat payments disabled.

X.Manage Card – Monthly Budget

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select manage Card

e)Select ‘Monthly Budget’

f)Enter amount

g)Enter M-PESA PIN Message Received – Dear customer, you have successfully enabled spend limit controls with a threshold of Kes. XXXX for the M-PESA GlobalPay service. You will receive a notification once you reach the limit

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Under the Spending tools option, select Set Budget.

•Enter your monthly budget amount and select Set Budget.

•Enter M-PESA PIN.

•You will receive a notification on the screen - Monthly budget successfully created. On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly budget.

XI.Check Monthly Budget Usage Status.

a)Dial *334#

b)Select Lipa na M-PESA.

c)Select M-PESA GlobalPay option

d)Select Manage Card

e)Select Monthly Budget

f)Select check Usage Status.

g)Enter M-PESA PIN. Message Received – Dear customer, your usage as at DD/MM/YYY is Ksh XX,XXXX. Your current limit is Ksh XX,XXX.

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly budget.

XII.Opt Out

a)Dial *334#

b)Select M-PESA GlobalPay option

c)Select Opt Out

d)You will receive a notification showing successful opt out

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Select the 3 dots just above your card.

•Select Opt out and confirm.

•Enter M-PESA PIN.

XIII.Raise a Dispute

a)Dial *334#

b)Select M-PESA GlobalPay option

c)Select Raise a Dispute

d)You will be redirected to a Webpage where you will fill out a form. Once submitted, you will be contacted by a customer support agent within 24 hrs to commence the dispute resolution process.

ON M-PESA APP:

•Log in to your M-PESA APP.

•Select Pay tab

•Select M-PESA GlobalPay

•Or for the Grow Tab select M-PESA GlobalPay

•Select the 3 dots just above your card.

•Select Raise a Dispute option and fill the required details. Once submitted, you will be contacted by a customer support agent within 24 hrs to commence the dispute resolution process.

For any queries, dial 100 for prepaid customers, and 200 for postpaid customers. For M-PESA related queries, please dial 234 for assistance. Visit our Retail Centers /Care desks, Access our social media handles; Twitter – @Safaricom_Care and @SafaricomPLC, Facebook - www.facebook.com/SafaricomPLC

You cannot use an expired CVV number that is generated at the point of activation. Every time you want to make a payment, a CVV number will be generated and it will only be valid for only 30 minutes.

The Private Card Details, Expiry Date and CVV are confidential numbers that should not be shared with anyone, including Safaricom Staff.

Where double deductions occur, the merchant usually refund a payment within 72 HRS. However, if you do not receive any refund within 72 hours, you should follow up with the Merchant directly via the link/email they have provided in their website. If no assistance is received after 7 days, you can then raise a dispute to Safaricom via the Dispute Form for further assistance.

All follow-ups for pending reversals should be followed up with the respective Merchant from where the payment was made. You can fill up the escalation form that the merchant has provided in their online platform. Please note; escalations done via the merchants have a shorter SLA (Service Level Agreement), compared to raising it through Safaricom which will take 45 days.