Safaricom Clarifies Airtime Reversal Process for M-Pesa Users
Safaricom, Kenya’s leading telecommunications provider, has clarified the process for reversing airtime purchases made through the M-Pesa platform. This move comes in response to frequent customer complaints about accidental airtime purchases, helping users reclaim their lost funds.
Why Airtime Reversal Is Important
Many M-Pesa users have mistakenly purchased the wrong amount of airtime or sent it to the wrong number. Unlike money transfers, where reversal requests are widely known, the process for airtime refunds has remained unclear. Safaricom’s new clarification now provides a structured guide for customers facing this issue.
Step-by-Step Guide to Reverse Airtime on M-Pesa
To successfully reverse an airtime purchase, customers should follow these steps:
1. Identify the Transaction
Check your M-Pesa message for the transaction details.
Note the transaction code, amount, and time of purchase.
2. Use the USSD Menu (*234#)
Dial *234# on your phone.
Navigate to M-Pesa or Airtime Management (options may vary based on system updates).
3. Select the Reversal Option
Look for "M-Pesa Reversal," "Airtime Reversal," or a similar option.
4. Provide Transaction Details
Enter the transaction code or the phone number that mistakenly received the airtime.
5. Confirm and Wait
Submit the request and wait for a confirmation message from Safaricom.
Reversal processing may take time, depending on circumstances.
Limitations and Conditions
Safaricom warns that not all airtime reversal requests will be successful. The key condition is whether the credited airtime is still available in the recipient’s account. If the airtime has already been used, the reversal request may not be honored.
Alternative Method: Contacting Customer Care
If the USSD menu does not provide a clear reversal option, users can directly contact Safaricom’s customer support:
Prepaid users: Dial 100
Postpaid users: Dial 200
A Safaricom representative will guide the customer through the reversal process, requiring them to share transaction details.
Final Thoughts
This clarification from Safaricom provides relief to many Kenyan M-Pesa users who have previously lost money due to simple mistakes. By outlining a clear reversal process, Safaricom enhances customer satisfaction and ensures a smoother experience for its subscribers.
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