M-PESA has enabled various measures to ensure that our customers and merchant are not at risk of losing their funds for one reason or the other. Some of the measures are highlighted below.
M-PESA PIN
As M-PESA customers, you are required to set a new PIN during activation of your M-PESA account. You must set an M-PESA PIN that is not easy for anyone to guess. Therefore, you are discouraged from setting a PIN such as 0000, 1234 or the year of birth.
M-PESA PIN should be considered as confidential and should not be shared with anyone including loved ones, relatives or anyone perceived to be Safaricom support (whether on call, physically, or on written format).
Tips for securing M-PESA
Fraudsters are known to use tactics that take advantage of customers; they require you to provide information or do something yourself. Outsmart frauds or scams on M-PESA by practicing these tips.
- Always check your M-PESA balance on SMS to confirm proof of transaction.
- Choose a PIN you can always remember.
- Use a PIN that is not easy for others to guess.
- Never share your PIN with anyone.
- If you receive an SMS or a call from someone claiming they have sent you money by mistake, never send it back before you check your M-PESA balance.
- When sending money, make sure you double check the phone number you are sending money to.
- For security reasons, you can change your PIN at any time on the M-PESA menu.
- Set M-PESA security questions and answers.
- Do not share your identification number with anyone.
- Safaricom will only contact you using the number 0722000000.
- For any M-PESA fraud related issue,
- Send the message to 333.
- Chat with Safaricom Zuri on WhatsApp (0722000100), Telegram, and Messager.
M-PESA Security Questions and Answers
M-PESA has also now enabled you at any one point to reset your M-PESA PIN using security questions and answers. MPESA security questions and answers are secret questions that help M-PESA confirm that you are the owner of the M-PESA account. M-PESA security questions and answers will help you in the process of resetting M-PESA PIN in case you forgot M-PESA PIN.
These questions should be simple, confidential, and memorable but not easy for anyone to guess. The questions set should not be vulnerable to theft in much the same way that M-PESA PIN are.
To set your security questions and answers.
- Dial *334 #.
- Select My Account.
- Select M-PESA PIN Manager.
- Select Set M-PESA PIN Security Questions.
- Enter Your Identification or Passport Number.
- Select M-PESA Security Questions.
- Set Security Answer. Ensure you set 3 questions and answers.
- Confirm the security questions and answers.
- Enter your M-PESA PIN.
You will receive a confirmation message of the successful setting of the security questions.
M-PESA Statements
M-PESA offers a self-service that enables M-PESA customers to access their stamped M-PESA statements on demand, by requesting via *334# and the e-stamped statement will be sent by email. The statement sent via the emails are secured by password.
Alternatively, customers can request for M-PESA statements on M-PESA APP.
Information on the statement has been reduced by hiding sensitive customer details such as mobile numbers.
Hakikisha
This is a service for all M-PESA customers that enables them to confirm the name of the person they are transferring money to on M-PESA before completing the transaction, confirm the name of the agent when withdrawing money from your MPESA account. The service is also available for Pay Bill (payment) and deposits for M-PESA agents.
Customers will automatically be opted into the service and do not need to do a menu update.
M-PESA Reversals
M-PESA funds sent can be reversed using the four methods below.
- Forward the M-PESA message to 456.
- Request for an M-PESA reversal by chatting with Zuri.
- Request for an M-PESA reversal on the M-PESA APP.
- Request for an M-PESA reversal on the mySafaricom APP.
- Visiting Safaricom shop or contacting customer care via 100 or 200.
For merchants can request for reversal using the below two methods
- Merchant can request on M-PESA Business App
- Request for reversal by dialing *234# >> select option 4 (Merchant Services) >> select My Account Services >> select Partner Self Statements and follow the prompt.
Secure your Till.
Please note the following to help you secure your till and funds:
- All till transactions will be done via the nominated number through the App or *234# code and must be completed via a secret PIN you set when activating the PIN. Please keep the nominated number secured and the PIN secret to you alone and do not share with someone else. PIN YAKO SIRI YAKO.
- Always check your M-PESA balance on SMS to confirm proof of transaction. M-PESA will send to your notifications line an SMS every time a transaction is made from customer to the till or outward from the till. Where a transaction has been done but you have failed to get SMS on your notification number, do not accept the customer SMS on their phone as proof of payment. You may log into your statement to confirm receipt of funds or contact our customer care channels for further information before releasing goods or offering services. Some customers may share with you edited SMS or old screenshots. We will also support to resolve any SMS failures you may experience.
- By applying for and using the M-PESA Business till you accept the terms and conditions of M-PESA Services that includes among other clauses lawful use as defined in Section 12 PROHIBITED USAGE AND CONDUCT
- If you receive an SMS or a call from someone claiming to have sent you money by mistake, never send it back before you check your M-PESA balance. Safaricom may contact you via phone call from 0722000000 or email
This email address is being protected from spambots. You need JavaScript enabled to view it. orThis email address is being protected from spambots. You need JavaScript enabled to view it. for reversal requests we have received through our customer care channels. You may reverse the funds yourself through the M-PESA Business App or authorize Safaricom to reverse on your behalf, where you are sure that the funds you received do not belong to you. - For security reasons, you can change your PIN at any time.
