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TrustScore 4.8
How to reverse an M-Pesa transaction
Sent money to the wrong number? This is how to ask for it back.
See the stepsThe short answer
To reverse an M-Pesa transaction, forward the original M-Pesa confirmation SMS to 456 within 24 hours.
Safaricom checks that the request comes from the sender or the receiver and that the receiver still has the money. You get an SMS with the result and the time it will take. The 456 service covers M-Pesa to M-Pesa sends and airtime bought for yourself. For anything else, ask Safaricom customer care on 100 (PrePay) or 200 (PostPay).
Two ways to ask
Do it yourself by SMS first. Call Safaricom when 456 cannot help.
Reverse it yourself by SMS to 456
- Within 24 hours
- M-Pesa to M-Pesa
- Find the M-Pesa confirmation SMSOpen the message M-PESA sent you for that transaction. Keep it as it is.
- Forward it to 456Forward the whole message as it is. Do not retype it. Only the sender or the receiver can ask.
- Read the reply SMSSafaricom tells you if the request worked and how long the reversal will take.
- If it fails, check the reasonIt fails when more than 24 hours have passed, or the receiver does not have enough balance. You get at most 3 tries per transaction.
Ask Safaricom customer care
- Call 100 or 200
- Free from Safaricom
- Get the transaction code readyHave the code, the amount, the date and the number, Paybill or Till you paid.
- Call 100 on PrePay or 200 on PostPayBoth calls are free from your Safaricom line. From another line, call +254722002100 (PrePay) or +254722002200 (PostPay), which are charged.
- Or write on WhatsAppSafaricom's WhatsApp number is +254 722 000 110. Send the transaction code and say what went wrong.
SMS to 456 vs Customer care
| SMS to 456 | Customer care | |
|---|---|---|
| Who asks | The sender or the receiver | You, on the phone or WhatsApp |
| Listed for | M-Pesa to M-Pesa, own airtime | Any M-Pesa question |
| Time limit | 24 hours | None published |
| Tries | Up to 3 per transaction | None published |
| How to start | Forward the SMS to 456 | Call 100 or 200 |
Common problems
Someone says they sent me money by mistake
Do not send money back yourself. Safaricom says the sender should forward the message to 456 or call Safaricom.
- A real M-Pesa message comes from M-PESA, not from a phone number.
- A fake one often shows the new balance as LOCKED.
- If the money is real, a reversal takes it back through Safaricom. You do not have to send anything.
Forward fake messages to 333. Safaricom blocks the number so it cannot cheat other people.
456 says the reversal failed
Safaricom checks four things before it reverses a send:
- The request comes from the sender or the receiver.
- It is within 24 hours of the transaction.
- The receiver still has enough money for a full or part reversal.
- The receiver's number is not blocked from reversals.
You get at most 3 tries per transaction. After that, call 100 (PrePay) or 200 (PostPay).
The receiver cancelled my reversal
A receiver can cancel a reversal. They then get an SMS that says they cancelled it.
If they change their mind, they forward that SMS back to 456 to finish the reversal. If they refuse, call customer care.
Someone called me to go to an agent for a reversal
This is a scam. Safaricom customer care will never call you and tell you to visit an agent for a reversal.
Safaricom only calls from 0722000000. Forward fake M-Pesa messages to 333.
I paid the wrong Paybill or Till
The 456 service lists only M-Pesa to M-Pesa sends and airtime bought for yourself. A Paybill or Till payment is not on that list.
Call 100 (PrePay) or 200 (PostPay) with the transaction code, or contact the business you paid.
Questions
How do I reverse an M-Pesa transaction?
Forward the original M-Pesa confirmation SMS to 456 within 24 hours. Safaricom replies by SMS with the result and the time the reversal will take.
How long do I have to reverse an M-Pesa transaction?
24 hours. Safaricom takes a 456 request only within 24 hours of the transaction. After that, you can only ask customer care on 100 (PrePay) or 200 (PostPay).
Can I reverse a Paybill or Till payment by SMS?
456 lists only M-Pesa to M-Pesa sends and airtime bought for yourself. For a Paybill or Till payment, call Safaricom customer care or contact the business.
What if the receiver has already spent the money?
Safaricom reverses only what the receiver still holds, so it can be a full or a part reversal. If the balance is too low, the 456 request fails.
How many times can I try a reversal?
Up to 3 times per transaction. Safaricom tells you by SMS if each request worked.
Someone sent me money by mistake. Should I send it back?
No. Safaricom says do not refund. Ask the sender to forward the message to 456, or call Safaricom. Check your balance first: fake messages are a common scam.
Is there a charge to reverse M-Pesa?
Safaricom's M-Pesa tariff lists no charge for a reversal request. Calls to 100 and 200 are free from a Safaricom line.
How do I stop sending to the wrong number?
Check the name before you confirm. Safaricom's Hakikisha service shows the receiver's name or number before the transaction completes, on every phone.