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TUKO.co.ke journalist Japhet Ruto has over eight years of experience in financial, business, and technology reporting, offering insights into Kenyan and global economic trends.
Safaricom provides specific channels through which customers can request the reversal of mistaken M-Pesa transfers and retrieve deleted transaction records.
The telco offered a step-by-step process for those affected.
Customers who send money to an unintended recipient can forward the original M-Pesa confirmation message to 456.
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Safaricom will then review the request and may reach out to the recipient to determine whether a refund is possible. However, the outcome is not guaranteed, as the recipient has the option to decline.
Where a recipient refuses to cooperate, Safaricom has stated that the affected customer should first attempt to resolve the matter directly. If that fails, reporting the case to the police remains an option.
In a response to a customer dated November 1, 2026, Safaricom Care stated:
Customers are advised to hold onto all relevant transaction details, including the confirmation message, the transaction code, the recipient's phone number, and the amount sent, before approaching…
