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.

It is a Do It Your Self Service, that enables you to unlock your M-PESA account by yourself.

Typing a wrong M-PESA PIN 5 consecutive times will result into your M-PESA account getting locked. You will then receive a message stating that your M-PESA account is locked.

What’s great about the service

  • Give customers a better experience on Do It Yourself and reduce reliance on Customer Care.
  • Ensure that M-PESA remains the Mobile Money ecosystem of choice.
  • Easy to use and accessible to all customers.
  • Provide M-PESA customers with a service that meets their needs.

How to access this service

This service is available on USSD.

  • Dial *334#
  • Select My Account
  • Select M-PESA PIN Manager
  • Select M-PESA PIN Unlock
  • Enter Your ID

You will receive a message, stating that your PIN is now unlocked, hence the account is unlocked.

You will also receive a message stating that you perform the following.

  • Dial *334#
  • Select My Account
  • Select M-PESA PIN Manager
  • Select M-PESA Forgot PIN
  • Enter Your ID number
  • Enter your M-PESA Balance
  • Enter your Fuliza Limit

You will receive a message with the successful PIN reset

To reset your M-PESA security questions, you will:

  • Dial *334#
  • Select My Account
  • Select M-PESA PIN Manager
  • Set M-PESA security questions
  • Enter your ID
  • Choose any three security questions, and answer them
  • Confirm
  • Enter your M-PESA PIN

You will receive a message for your successful setting of the security questions.

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