Mpesa transactions are a convenient way to send and receive money in Kenya. But you may sometimes accidentally send money to the wrong number. Thankfully, Mpesa offers a reversal option to help you recover your funds. Here’s a guide on how to reverse Mpesa transactions, including the added Zuri option:
Are Mpesa reversals always possible?
It’s important to note that Mpesa reversals aren’t always guaranteed. The success rate depends on several factors, including:
Transaction Type: Reversal is generally easier for person-to-person transactions. Reversing payments to pay bills or till numbers might require contacting Safaricom’s customer care.
Time Since Transaction: The sooner you initiate the reversal process, the higher the chances of success.
How to reverse mistaken Mpesa transactions
There are now five main ways to initiate a reversal on Mpesa:
1. Using SMS
This is the most common method for reversing transactions sent to the wrong number. Here’s what to do:
Forward the Mpesa confirmation message: The easiest way is to simply forward the confirmation SMS you received after sending the money to the number 456. This message contains all the transaction details needed for reversal.
Response from Mpesa: You’ll receive a reply from “Reversal” confirming that the request has been initiated and you’ll be updated within 2 hours.
Open the Mpesa App: Log in to your Mpesa app and navigate to the “Transactions” section.
Locate the Transaction: Find the transaction you want to reverse.
Look for Reversal Option: There should be a “Reverse Transaction” icon or option available. Tap on it.
Provide Reason for Reversal: Briefly explain why you want to reverse the transaction (e.g., wrong number, wrong amount).
Submit Request: Confirm the reversal request. You’ll receive a notification similar to the SMS method.
3. Using the mySafaricom App
Similar to the Mpesa App, you can initiate a reversal through the mySafaricom App if the transaction was done using that platform.
4. Chatting with Zuri
This is a new and convenient option! You can now request a reversal by chatting with Zuri, Safaricom’s chatbot, on WhatsAapp. Here’s how:
Save Zuri’s number: 0722000100
Start a conversation: Open WhatsApp and initiate a chat with Zuri by typing “Hello”.
Follow the prompts: Zuri will guide you through the process. You’ll need to confirm your phone number, Mpesa PIN, and the transaction details.
5. Contacting Safaricom Customer Care
In case the above methods don’t work or for transactions involving pay bills or till numbers, you can always contact Safaricom’s customer care for assistance.
Major tipsto successfully reverse Mpesa transactions
The faster you initiate the reversal process, the better the chances of recovering your funds. If contacting customer care becomes necessary, have the recipient’s number, transaction code, and amount sent readily available. Also, processing a reversal can take up to 72 hours.
Final thoughts on how to reverse Mpesa and the Hakikisha preventative measure
Before sending any Mpesa transaction, consider using the Hakikisha service. This free feature allows you to confirm the recipient’s name and/or number before completing the transaction, significantly reducing the chances of sending money to the wrong person.
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M-PESA (M for mobile, PESA is Swahili for money) is a mobile phone-based money transfer service, payments and micro-financing service, launched in 2007 by Vodafone and Safaricom, the largest mobile network operator in Kenya.
App: Log in to your Mpesa app and navigate to the “Transactions” section. Locate the Transaction: Find the transaction you want to reverse. Look for Reversal Option: There should be a “Reverse Transaction” icon or option available. Tap on it.
After completing the transaction, please send the whole message to 456. You will receive a response from “Reversal" that the request for a reversal has been started, and that an update will be shared within 2 hours.
Settlement can take between one and five days. Chargeback reversals will be longer again, especially if the merchant disputes the claim. Although disputes can take weeks, even months to resolve, a customer may expect their bank or card issuer to provide the refund while the dispute is ongoing.
It is not possible to get the money back without the consent of the wrong beneficiary. The process is a little tough, but he/she has to accept that there was a wrong transaction made to his/her account. Then, you need to contact your bank and communicate the matter in detail.
Seek Assistance from Your Bank: Contact your bank and inform them about the wrong transaction. Provide them with all the necessary details and documentation. They can help initiate the chargeback process to recover the transferred funds.
You might also be sentenced to a fine not exceeding Sh200,000, or both the fine and the aforementioned sentence. This is according to Section 35 of The Computer Misuse and Cybercrimes Act, 2018. It provides that withholding an M-Pesa message delivered erroneously to you is contrary to the law.
To get your money back from the wrong transaction, the first and foremost thing you should do is contact the bank and inform them regarding the mishap that happened while transferring money. Make sure to inform the bank as soon as possible.
If you or your employees notice something incorrect after submitting the authorization request, you can call your bank to stop the transaction from occurring. This is known as an authorization reversal, and it's highly preferable over a future chargeback or refund.
Reach Out to Equity Bank: You'll need to contact Equity Bank directly for help with reversing a Paybill transaction. Safaricom usually provides the contact number for the Paybill holder's customer support, but for your convenience, here's Equity Bank's official customer support number: 0763 000 000.
What should I do if I send money to the wrong number? Reach out to us through our Contact Centre on 0703 027 000, 020 277 6000 immediately and our agents will assist in reversing the transaction before the money is withdrawn.
Contact the person you sent the money to if you know them
This could be the simplest option. If you know the person you incorrectly sent the money to, get in touch with them directly first and ask them to return the money to your account.
If you send money through Mpesa to a wrong number , you can reverse the transaction by SENDING THE MPESA MESSAGE to 456. @safaricomplc_ will reverse the transaction and refund the money to your mpesa account.
Reach Out to Equity Bank: You'll need to contact Equity Bank directly for help with reversing a Paybill transaction. Safaricom usually provides the contact number for the Paybill holder's customer support, but for your convenience, here's Equity Bank's official customer support number: 0763 000 000.
You might also be sentenced to a fine not exceeding Sh200,000, or both the fine and the aforementioned sentence. This is according to Section 35 of The Computer Misuse and Cybercrimes Act, 2018. It provides that withholding an M-Pesa message delivered erroneously to you is contrary to the law.
Transaction Type: Reversal is generally easier for person-to-person transactions. Reversing payments to pay bills or till numbers might require contacting Safaricom's customer care. Time Since Transaction: The sooner you initiate the reversal process, the higher the chances of success.
Will I get money reversed if I send/pay to a wrong number/till and had used Fuliza M-PESA? NB: Transactional charges will not the reversed. Is Fuliza M-PESA a loan product? No.
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