You are currently viewing How to Reverse M-PESA Transactions

How to Reverse M-PESA Transactions

This blog post provides a detailed guide on how to reverse M-PESA transactions, covering scenarios such as sending money to the wrong number, incorrect TILL, or Paybill. Each section outlines the specific steps you need to follow for each situation. Let’s dive into the details.

How to Reverse M-PESA to Wrong Number

Reversing a transaction sent to the wrong number is the simplest and quickest process you can handle by yourself. Here’s what you need to do:

  1. Forward the Transaction Confirmation Message: After realizing the mistake, forward the M-PESA transaction confirmation message to the number 456.
  2. Automatic Reversal: Upon forwarding the message, M-PESA will initiate an automatic reversal of the transaction.

Important Notes:

  • Usage of Funds by the Recipient: If the recipient has already used a portion of the funds or had an outstanding Fuliza loan that got settled with your money, the automatic reversal won’t work. In such cases:
    • Contact the Recipient: Try to reach out to the recipient and request them to send the money back.
    • Contact Safaricom: If the recipient is uncooperative, call Safaricom’s customer service for assistance. However, note that they may have limited options in such scenarios.

Legal Implications for Recipients: If you are the recipient of an erroneous transaction and refuse to cooperate with the reversal process, you could face legal consequences, including possible arrest and prosecution.

How to Reverse to Wrong TILL

Reversing transactions sent to the wrong TILL is a more involved process(you can’t initiate it by yourself) and takes longer than reversing a transaction sent to a wrong number. Here are the steps:

Reversing M-PESA sent to Wrong Till
  1. Request a Reversal: Contact Safaricom’s customer service to initiate the reversal process.
  2. Verification Process: Safaricom will contact the owner of the TILL to verify that the transaction was indeed not a legitimate part of their business operations.
  3. Wait for Reversal: If the verification is successful, the reversal process will continue, and your money will be credited back to your M-PESA account within 72 hours.

How to Reverse to Wong Paybill & Account Number

Reversing transactions sent to the wrong Paybill or account number can vary depending on the specifics of the error:

Wrong Account Number with Correct Paybill

  1. Contact the Institution: If you’ve sent money to the wrong account number but used the correct Paybill (usually associated with banks and other financial institutions), contact the institution directly.
  2. Swift Correction: Most banks can swiftly correct such errors. Call their support line, inform them of the mistake, and provide the correct account number. The funds will typically be transferred to the correct account within minutes.

Wrong Paybill Number

  1. Contact Safaricom: If the Paybill number itself is incorrect, you need to contact Safaricom.
  2. Institution Coordination: Safaricom will liaise with the institution associated with the incorrect Paybill to arrange for a reversal.
  3. Waiting Period: This process may involve some waiting time, similar to the process for reversing transactions sent to the wrong TILL.

How do you Contact Safaricom?

In today’s digital age, reaching out to Safaricom for assistance with reversing M-PESA transactions has become more efficient thanks to social media platforms, particularly Twitter. Here’s a detailed guide on how to get in touch with Safaricom for a fast and effective response.

Social Media: The Fastest Way

Why Use Social Media?

  • Speed: Direct messaging on social media platforms like Twitter often gets quicker responses compared to traditional phone calls.
  • Avoiding Hold Times: Unlike phone calls where you might experience wait times or be routed to unhelpful automated bots, social media interactions are generally more direct and prompt.

Steps to Contact Safaricom via Twitter:

  1. Open Twitter,(X): Log into your Twitter account or create one if you don’t have it.
  2. Find Safaricom’s Official Handle: Search for Safaricom’s verified Twitter account, usually @Safaricom_Care which is dedicated to offering support, or the official @SafaricomPLC for general inquiries.
  3. Send a Direct Message:
    • Start a direct message with a clear and concise request.
    • Include all necessary details to reduce the back-and-forth messaging. Your message should include:
      • A request for a transaction reversal.
      • The copied transaction confirmation message.
      • Your ID number.
      • Your phone number.

Example Message: “Hello, I would like to reverse an M-PESA transaction. Here are the details: [paste the transaction confirmation message]. My ID number is [your ID number] and my phone number is [your phone number]. Thank you.”

MPESA Reversal Request
M-PESA Reversal

What Happens Next?

  • After sending the message, you can walk away and wait for a response. The social media team typically processes these requests promptly and will get back to you with the status of your reversal.

Traditional Phone Call

When to Use Phone Calls?

  • Phone calls are still a viable option, especially if you prefer speaking directly to a customer service representative. However, be prepared for potential wait times.

Steps to Contact Safaricom via Phone:

  1. Dial Customer Care: Call Safaricom’s customer care number, which is 100 for Safaricom users or 0722000100 from other networks.
  2. Follow Prompts: Navigate through the automated system. Choose the options that direct you to speak with a representative.
  3. Provide Details: Once connected, explain your situation and provide all necessary details, including:
    • The transaction confirmation message.
    • Your ID number.
    • Your phone number.

Advantages of Calling:

  • Direct Interaction: You can immediately clarify any doubts or questions you might have.
  • Immediate Confirmation: The representative can provide real-time updates on the status of your request.

Disadvantages of Calling:

  • Wait Times: Be prepared for possible hold times, which can be lengthy.
  • Automated Systems: You might initially encounter automated responses, which can delay reaching a human representative.


Reversing M-PESA transactions can be straightforward or complex depending on the nature of the error. For wrong numbers, an automatic reversal is usually possible if the funds haven’t been used. For wrong TILL numbers and Paybill transactions, more formal procedures involving Safaricom and the receiving institutions are required, with potential waiting periods of up to 72 hours. Always act quickly upon realizing an error to increase the chances of a successful reversal.

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