Safaricom PLC has clarified that customers cannot independently increase their Fuliza M-PESA limits through any self-service webpage or online platform, days after a social media post by the telecommunications company sparked speculation that higher borrowing limits were on the way.

The clarification follows a July 2, 2026, post by the company that read, “Mnaona aje guys?” alongside a teaser suggesting a possible increase in Fuliza limits. The post generated thousands of reactions from customers, many of whom hoped their limits would finally be reviewed upward after years of using M-PESA services.

The increment claim comes as a user, Jay Leizer (@rais_jay), sought clarification from Safaricom after coming across a social media account claiming customers could increase their Fuliza limits through a self-service platform linked to myfulizelimit.co.ke.

“Is this true, you have a self-service Fuliza increment???? Please confirm if it’s true, kindly @SafaricomPLC.”

Safaricom however, responded that “Hello, sorry, Fuliza limit scoring is an automated process that looks at different metrics and cannot be manually adjusted. ^OG.”

Customers also shared frustrations over limits that had remained unchanged for years or had been reduced despite regular transactions.

Safaricom clarifies Fuliza review process

Responding to a customer who sought confirmation about claims of a self-service Fuliza increase platform, Safaricom Care dismissed the information as false.

“Jambo @mosemwas6, pole kwa usumbufu. Toka mbio moja safi, hapo utanyoroshwa kuliko panel beating za gari pale Grogon. Fuliza haina webpage, increment hua inafanywa na benki yetu. Kwa sasa, unaweza dial *334#, kisha uchague Fuliza > Refresh My Limit ili ombi lako lizingatiwe.”

The response clarified that Fuliza limits are reviewed by Safaricom’s banking partner and not through any website or self-service portal. Customers seeking a review were advised to use the “Refresh My Limit” option available through *334#.

Safaricom PLC also explained how Fuliza limits are determined.

“Fuliza limit is determined by your usage of the line and at the bank’s discretion. In addition to your M-PESA usage, the bank also considers your CRB status and how you have been repaying other loans, including Okoa Jahazi.”

The company said limit reviews consider several factors, including M-PESA activity, repayment history and credit standing.

Customers raise concerns over stagnant and reduced limits

The clarification came after numerous customers shared their experiences with Fuliza limits.

One customer, @VokenP47159, said the limit had remained at Ksh300 despite continued use of M-PESA services.

Safaricom responded: “Hello Voken, sorry for the experience. To increase your Fuliza limit, use M-PESA & Safaricom services regularly, repay Okoa Jahazi & other loans promptly. You can also request a limit review every 30 days via *334# > 00 (Fuliza M-PESA) > Refresh My Limit.”

Another customer, @BrGikonyo, sought to be reinstated after opting out of Fuliza.

Safaricom replied: “Hi BrGikonyo, pole kwa kujibu kuchelewa, Inasikitisha kwamba mara tu ulipojiondoa kwenye huduma ya Fuliza, limit instolewa, ongeza matumizi yako kwenye huduma za Safaricom, ili kuongeza uwezekano wako wa kupata kikomo cha Fuliza.”

A separate customer, @Gilbertkipkosg6, complained that the Fuliza limit dropped from Ksh5,000 to Ksh1,000 while travelling from Eldoret to Nairobi.

The company reiterated that customers should maintain regular usage of Safaricom services, repay loans on time and request a review through the monthly refresh option.

Usage and repayment remain key factors

Other customers said their Fuliza limits had remained at zero despite frequent M-PESA use, while some reported only marginal increases after several years of consistent transactions. Others requested lower limits, saying higher overdraft limits encouraged borrowing.

Safaricom maintained that every M-PESA-registered mobile number is treated as a separate Fuliza account and that each account is reviewed periodically based on customer activity.

The company advised customers to increase their use of M-PESA services, airtime purchases and savings products such as M-Shwari and KCB M-PESA while ensuring prompt repayment of Fuliza, Okoa Jahazi and other loans.

Customers seeking a review can dial *334#, select Fuliza M-PESA and choose the “Refresh My Limit” option, which can be requested every 30 days. The company maintained that the final decision on any increase remains with the partner bank after assessing each customer’s usage and repayment profile.