How to Reverse M-Pesa Money: A Step-by-Step Guide
Sending money to the wrong M-Pesa number is a common but frustrating mistake.
Whether it’s a wrong digit, a wrong recipient, or you’ve been duped, reversing M-Pesa money is possible—but time is critical.
When Can You Reverse M-Pesa Transactions?
M-Pesa reversals only work under certain conditions.
Here’s when a reversal is possible:
- You sent money to the wrong number.
- You paid a business till or paybill in error.
- You’ve been fraudulently tricked into sending money.
- The recipient has not yet withdrawn or used the funds.
If the recipient has already spent the money, reversal becomes complex and may involve legal steps.
How to Reverse M-Pesa Money: 3 Main Methods
1. Use the SMS Reversal Option (FASTEST)
Immediately after sending money, M-Pesa sends a transaction message (e.g., “You have sent KSh…”). Do this:
- Go to the SMS thread from M-Pesa.
- Reply with the word “Reverse” (no quotes).
- Send it immediately (within 5 minutes is best).
- Safaricom will initiate the reversal and update you within up to 2 hours.
Note: Works only for Person-to-Person (P2P) transactions.
2. Call Safaricom Customer Care
If you missed the SMS window or need to explain, contact Safaricom directly:
- Dial 100 (Prepaid) or 200 (Postpaid).
- Request for an agent (say “Talk to customer care”).
- Provide the transaction details:
- Transaction code (e.g., Mxxxxxxx).
- Amount sent.
- Time and date of transaction.
- Wrong recipient number.
The agent will lodge a reversal request.
You’ll receive feedback via SMS.
3. Use the MySafaricom App or Zuri Chatbot
If you’re tech-savvy:
- Open the MySafaricom App → Go to M-Pesa Statement.
- Select the wrong transaction → Tap “Report Issue”.
- Choose “Wrong Transaction.” → Fill in the reason and submit.
Alternatively, chat with Zuri (Safaricom’s AI assistant) on WhatsApp via +254 722 000 100 or Facebook Messenger.
Reversal for Paybill/Till Payments
Mistakenly sent money to a business or till number? Follow this process:
- Send an SMS to 456 with your transaction details.
- Or call 100/200 with the Paybill/Till number and amount.
- Reversals to businesses may take up to 48 hours, and some vendors must authorize the reversal.
Important Tips to Maximize Your Chances
- Act FAST. The quicker you report, the higher your chances.
- Never delete the transaction SMS. It’s proof.
- Double-check before sending money to any number.
- Be polite but firm when dealing with customer care or recipients.
- File a police report if it’s a fraud case or if the person refuses to cooperate.
How to Avoid Wrong Transactions in the Future
- Always double-confirm the number before sending money.
- Use Lipa na M-Pesa names to confirm if the business name matches.
- Activate Hakikisha, which shows the recipient’s name before confirmation.
- Set up transaction limits and alerts for added safety.
Final Thoughts
Mistakes happen—but with the right steps, you can often reverse M-Pesa money quickly and securely.
Safaricom has made great strides to protect users, but staying vigilant is your first line of defense.
If you’re unsure or encounter a challenge, always reach out to Safaricom directly.
