Safaricom investigates all reported cases of fraud or attempted fraud on the network; and our dedicated Fraud team works together with the relevant authorities to seek legal address where appropriate.
Fraudsters are known to use tactics that take advantage of customers; they require you to provide information or do something yourself. To avoid being party to any frauds or scams on M-PESA, please take note of the following:
Check M-PESA balance
When you perform an M-PESA transaction, you will receive a text message that confirms your transaction and tells you your new balance. You can also check your M-PESA balance by going to “My account” on the M-PESA phone menu.
M-PESA SMS confirmation messages
When you perform an M-PESA transaction, a text message is sent to your account. The message proves that the M-PESA money you sent has moved from your account into the other person’s account. To avoid errors, always check your M-PESA balance before and after you transact.
Your M-PESA PIN is used to protect the money in your M-PESA account. You have to key in your PIN before you can perform any M-PESA transactions, so choose a PIN that you can easily remember. Use a PIN that is not easy for other people to guess, and do not share your PIN with anyone, not even Safaricom staff. You can change your PIN at any time by going to ‘My account’ on the M-PESA phone menu.
M-PESA account activation after SIM swap
When you perform a SIM replacement on your Safaricom line, you need to re-activate your M-PESA account. Enter your previous M-PESA PIN as the Start Key.
If you receive an SMS or a call from someone claiming they have sent you money by mistake, please do not send it back before you check your current M-PESA balance.
M-PESA fraud-confirmation of mobile numbers
When sending money via M-PESA, make sure you double check the phone number you are sending money to. As part of the transaction, you will be asked to confirm the transaction details. Ensure the mobile number digits you have entered are correct. It may help to write the number down before you perform your transaction.
When registering for M-PESA or transacting at an Agent‘s outlet, you will be asked to show your original identification document. The accepted forms of identification are:
- Kenyan National ID
- Military ID
- Alien ID
Buy Airtime on M-PESA
You can use your M-PESA menu to buy airtime for your phone, or for someone else. The minimum airtime purchase is KSHs.5, and there is no additional charge for the service. You will only pay for the airtime bought.
Changing your M-PESA PIN
For security reasons, you can change your PIN at any time at a fee of KSHs.22
From the M-PESA menu select "My Account".
- Select "Change PIN".
- Enter old PIN press OK.
- Enter new PIN and confirm it.
- Wait for the confirmation.