Resetting Your M-PESA PIN Has Become Easy

This is a new self service that allows existing customers to reset their M-PESA PIN on demand.

To reduce demand and give customers control.

We shall run a pilot for 4 weeks with 50,000 customers then scale to the whole customer base. Currently available to a selected group of internal customers.

M-PESA customers will dial *334#. Follow the prompts to set up a set of 3 security questions and answers. Validate the question and answer using the M-PESA PIN.

Dial *334#. Enter their ID/Passport number. Correctly answer 2 of the 3 security questions they have set. Receive a Start PIN to set up a new M-PESA PIN.

No, this is not a mandatory requirement. For customers who have not set up security questions and answers, they will be vetted on some of the products they frequently use.

No. This service shall only be available to active accounts. New, pending active, suspended, frozen and closed accounts are not permitted to use the service

No. This shall only be allowed 48 hours after sim swap.

No. This shall only be allowed 48 hours after sim swap.

No. Customers with security questions and answers shall only be routed to security questions and answers journey.