M-PESA Forgot PIN DIY Service

A new service that allows you to reset your M-PESA PIN on demand to give you control. Dial *334# and follow the prompts to set-up your security questions and answers. In case of further inquiry kindly view the Frequently Asked Questions for more details

How To Re-Set Your M-PESA PIN


Dial *334# to get started


Enter your ID/Passport number to verify your identity


Correctly answer 2 of the 3 security questions


You will receive a start PIN to reset your M-PESA PIN

Unlock Account

Unlock Account

Unlock Account

The M-PESA PIN Contextual Unlock Service allows Active M-PESA customers to unlock and reset their M-PESA PIN, hence unlocking their M-PESA Account.

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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.

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