Safaricom issues clarification on new data limits after customer complaints
By Faith Lagat, January 11, 2026Safaricom PLC has addressed growing customer concerns over new purchase restrictions on its non-expiry data bundles, explaining that the limits are intentionally set by the system and designed to enhance overall service value.
The clarification followed a post by user @mtucreativity on X on January 11, 2026, who highlighted the changes on Sunday. The customer noted, “Interesting, I just realised @SafaricomPLC decided you can’t buy more than Ksh 250 of non-expiring data via USSD & up to Ksh 500 on mySafaricom app. Strange, but as a shareholder, I guess it means more profit.”
The post included screenshots showing error messages when attempting higher-value purchases through the respective channels.
In its official reply, Safaricom stated, “Hello @mtucreativity. Kindly note that purchase limits for non-expiry data may vary by channel (USSD/MySafaricom App) and are system-set. These limits are subject to change based on service guidelines with the aim of providing more value. Sorry for any inconvenience caused. ^CR”
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Channel-specific caps
Non-expiry data bundles allow users to purchase data that remains valid indefinitely until fully consumed, offering flexibility for low-frequency but heavy users. These bundles are accessible via USSD (*544#), the MySafaricom App, and other platforms, providing an alternative to daily, weekly, or monthly plans.
The introduction of channel-specific caps of Ksh250 maximum per transaction on USSD and up to Ksh 500 via the app marks a shift from previous practices where larger single purchases were possible. Safaricom emphasised that the limits are dynamic and aligned with broader service guidelines, though it did not provide further rationale beyond value enhancement.
This may encourage more frequent, smaller transactions, support cash flow management, or align with anti-fraud measures, while steering higher-value purchases toward the app.
Customer reactions and industry context
The adjustment follows a turbulent period for Safaricom’s data offerings. In late 2025, the telco faced backlash after reducing data allocations in several bundles, including non-expiry options, by over 50% without notice, prompting complaints and a swift reversal with refunds in December.
Safaricom reiterated its commitment to customer convenience and advised users to contact official channels for personalised assistance, noting that the caps remain subject to review.